PokerStars Casino - Account restricted due to pending investigation

Hello CRISTIANMN,

Thank you for reaching out.

We are sorry your account got restricted.

After reviewing your account we are sorry to have to let you know that we are unable to influence the decision of the relevant team. They will contact you via email as soon as they have more information for you.

All we can do is be patient and wait for their reply.

Thanks for your patience and take care!

Kind regards
PokerStars Casino

Hello again,

You are missing the point. It's not about influencing the decision, I did not ask for such a thing, it's about that I haven't received any explanation of why my account has been restricted and it has been more than a month since my account is frozen. This is how you treat your faithful customers? I have been playing since a very long time on your platform and I've never thought something like this could happen.
I would be happy to help you speed up the process with any documentation if needed. Waiting so much time is very frustrating...

Hello CRISTIANMN,

Thank you for reaching out again.

We are sorry for the issue and understand your frustration.

We can confirm that your email and documents are with the relevant department. Your case is still under review. We always aim to give quick support to our customers. But please note that depending on the complexity of the case, sometimes it may take longer to reply to your email. Rest assured that you will be contacted as soon as the review is complete.

All we can do is be patient and wait for their reply.

We appreciate your patience.

Kind regards
PokerStars Casino

Hello again,

I have sent all documents requested by you few days ago. Could you please tell me if you need something else so that we can speed up the verification process?

I would very much like to start playing again, it has been almost 6 weeks since my account has been restricted.

Looking forward to your response,

<full name removed>

Hello CRISTIANMN,

Thanks for your reply.

We can confirm that all the necessary documents have been accepted and you don't need to send any others.

The issue with your account is still under review. Once it's done the relevant team will reply to you via email. Unfortunately, we are unable to give you a time frame for a reply.

Thank you for your patience and understanding.

Kind regards
PokerStars Casino

Hello again,

Thank you for your reply. However, I am very disappointed. I have been a very faithful customer and playing on your platform since more than 10 years and I was expecting a faster resolution of this case.

I am reaching out to you in hopes that you could urgent my case and hopefully I will be able to play again because it has been almost 2 months since my account has been restricted.

I am looking forward to your understanding and response.

Regards,

<full name removed>

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello CRISTIANMN,

Thanks for reaching out and sorry for the delayed reply.

We want to assure you, that we appreciate your loyalty and we value you as our customer.

We sincerely regret that you have not yet received an answer and understand your frustration.

Please kindly note that we always try to provide the best and most complete assistance in the shortest possible time. However, please bear in mind that, depending on the complexity of the case and the different procedures to be carried out, it is possible that the resolution of some cases takes longer than that of others.

That said, we can assure you that your case is already under review by the corresponding department. Although, we are sorry that we cannot provide a time frame for a response but please rest assured that you will be contacted as soon as possible. Unfortunately, we cannot make this process faster.

We apologize for any inconvenience caused and thank you again for your patience.

Kind regards
PokerStars Casino

Hello again Pokerstars,

It's very frustrating that I had to wait 6 weeks until you asked me for my documents. You could have done that from the first week and I would have waited 5 weeks less already. How is that a fast service from your side?

It might not be a problem for you but for me, 2 months of waiting is already too much. This is to show that you don't care about your customers, otherwise you would have solved my case by now and allow me to play poker on your platform again.

I have sent all the documents 2 weeks ago. Can you please tell me how much more time in average would take for the documents to be verified. I am asking because if it will take a longer time then I will just choose another poker platform to play poker on.

Looking forward to your response,

<full name removed>

Hello CRISTIANMN,

Thanks for your reply.

Please accept our sincere apologies for any inconvenience the delay is causing.

Kindly note that during the review the relevant department asked for the documents at the stage they decided they need them.

We can confirm that your documents have been verified already but your account is still under review and this can take some time. Unfortunately, we cannot provide a time frame for a response and we are unable to influence the time the relevant department needed for the review.

Thanks for your patience, you will be contacted as soon as possible.

Kind regards
PokerStars Casino