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PokerStars Casino - Account was ''flagged'' during a routine security check, no response

Risolto
Info sul reclamo
Casinò contestato PokerStars Casino
Motivo Chiusura account
Importo £ 400
pubblicato il 6 settembre 2019

On Thursday 29 August I signed up to Pokerstars to play poker and casino. I played both and then later deposited £400 to play more casino, as soon as I deposited I got kicked out of my account and told it was frozen and Pokerstars would be in touch. I received an email saying I was flagged for routine security check and to send verification documents including, id, bank statements, photos of my credit card. I provided this information immediately, still on 29 August.

I have had no response or communication from Pokerstars. I have send numerous chasing emails as I have £400 sitting in the account and there is no explanation on what is going on. I am very concerned they are ignoring me and have stolen my money.

pubblicato il 6 settembre 2019

Dear Stereophonics11,

your account has been reinstated. Could you confirm this, please?

Kind regards,
PokerStars Casino

pubblicato il 6 settembre 2019

Confirmed, thank you!

AskGamblers
pubblicato il 7 settembre 2019

Dear @stereophonics11,

Please let us know if we may close this complaint as resolved? Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

We would also like to use the occasion and suggest to player to contact our team and request complaint's reopening in case something goes wrong with their payment/s.

Thank you for your cooperation.

PokerStars Casino Reclami

  • 114 su 171 risolto
  • 2 giorni risposta media
  • 5 giorni durata media del reclamo
  • 2,782 USD importo medio

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