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PokerStars Casino - Account selected for 'routine security review' followed by zero communication

Risolto
Info sul reclamo
Casinò contestato PokerStars Casino
Motivo Chiusura account
Importo £ 3750
nffc372 Regno Unito
pubblicato il 18 maggio 2020

Dear PokerStars casino,

Whilst I understand you must be under a great deal of stress with covid-19 reducing your operating capacity in the CS department but the fact that I can have my account locked with the message that my account is having a routine security review but provide no reason as to why? And not replying to any of my emails.

The wording of the pop up also states that these reviews usually take a matter of minutes, yet with zero communication from yourselves except an email that gave links to responsible gambling pages and that my deposit limit had been adjusted to $200/month which by the way was not enforced I had to adjust that myself.

The account has a significant amount of money in it and after doing a bit of research of people suffering the same problem I have discovered that some people have been waiting extraordinary lengths of time just to get a response of which I feel is unacceptable for a platform that is holding such vast amounts of peoples money. Imagine if you couldn't access your money at the bank and they would not respond to you? How would you feel?

I have had this pop up before about 1+year ago when I was asked to provide my documents of which I have provided and was accepted, On that occasion it was dealt with incredibly promptly compared to various other platforms.

Now I do understand that a platform of PokerStars size must have rigorous security measures in place and I fully accept that at any given time any player may be subject to them, but what I am struggling to understand is how there has been zero communication as to what is actually happening or why it may be taking an extended period of time.

I am almost at 72hours with zero communication on why my account is having a security review, not even a courtesy email of a generic type detailing what they are doing.

PokerStars, honestly you are the best platform for actually playing but I feel you are letting me down here. Please help.

AskGamblers
pubblicato il 18 maggio 2020

Dear @nffc372,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the blocked funds in your account.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

nffc372 Regno Unito
pubblicato il 18 maggio 2020

Hi AskGamblers Complaint Team,

The amount is £3750, I have noticed other users have submitted their held amounts in a different way that displays in the complaint overview. Could you please instruct on how I can also do this? Or is this manually added by your team?

Thanks,
nffc372

pubblicato il 21 maggio 2020

Dear NFFC372,

We apologize for the delay in getting back to you and for the inconvenience caused by this situation. Your account has now been reinstated and we have just sent you an email. Kindly check your inbox.

Thank you once again for your continuous patience and understanding.

Kind regards
PokerStars Casino

AskGamblers
pubblicato il 21 maggio 2020

Dear @nffc372,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

nffc372 Regno Unito
pubblicato il 21 maggio 2020

HI Guys,

Yes this is resolved. Thank you for everyone's help in getting this sorted.

Regards,
Nffc372

AskGamblers
pubblicato il 21 maggio 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

PokerStars Casino Reclami

  • 127 su 171 risolto
  • 2 giorni risposta media
  • 5 giorni durata media del reclamo
  • 2,790 USD importo medio

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