PokerStars Casino - Account ''Temporarily Restricted'' for 10 days so far

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Hello YJKALI,

Thank you for reaching out and our sincere apologies for the delay in our reply.

We're pleased to see that your account has been reinstated again and that you able to login, play and make transactions.

Your request to remove your deposit limit is with the Responsible Gaming team, they will review it for you and reply to you in the shortest time possible.

We also see that your Instant Casino bonus of 150 GBP, which had expired during the review, was reissued again. Your email regarding the expired Chests is also with our specialist team, who will review this as quickly as possible. Once they have more information for you, you will receive a reply via email.

Our apologies for the inconvenience, and we appreciate your patience.

We wish you Happy Holidays, and if you have any further questions, let us know.

Kind regards
PokerStars Casino

Yes. It has taken you a long time for the complaint to be partly resolved.

However, you have imposed a monthly limit on my account when I have sent in source of wealth documents and you have failed to respond to this multiple times. I have asked for the limit to be removed and I have been ignored, saying that it will be reviewed. You restricted my account for probably 1 month and nothing has changed.

I asked for this to be removed at the start of December via live chat and it seems you have ignored me again.

As in the deposit limit should be 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.

Thanks in advance for your cooperation.

No update has been provided. My deposit limit has been restricted for months despite sending in the relevant document to show my source of wealth. It has not been resolved as I am waiting for a response.

Hello YJKALI,

Thanks for your reply.

Although we understand your frustration that your deposit limit has not been removed, we are unable to help you from Support, this will need to be reviewed by the relevant team.

Your request and documentation is in the queue with this team, and they will review it for you in the shortest time possible. Because we take our Responsible Gaming responsibility very serious, these reviews are necessary, to make sure our players do not end up in financial difficulties. Once the team has more information for you, they will reply to you via email. Unfortunately, we are unable to give you a time frame for this reply.

For now, all we can do is to ask you to be patient and wait for their email and we hope for a favourable outcome for you.

Thank you for your patience and understanding.
Happy Holidays and take care.

Kind regards
PokerStars Casino

You have had my documents for more than 3 months. You are delaying everything for no good reason. This is why I had to get Askgamblers involved. It doesnt take more than 3 months to review. I sent the documents freely. You did not ask for them. I sent them to get my limit 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.

Thanks in advance for your cooperation.