PokerStars Casino - Confused Account Migration

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PokerStars Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Hello Hosek,

Thank you for reaching out and our apologies for the late reply.

After reviewing your account and previous correspondence with Support, we see that your documents were received in good order. They were processed and accepted and the relevant team sent you an email on 07-08-2020, and asked you to login to your account:

"Regrading your country change request, we already have your documents, but we also need an IP check. I would like to kindly ask you to log in from your new location using your usual devices without the use of VPN or proxy (or similar service).

Once you are able to do so, please, reply to us, and we will be happy to proceed with your country change."

At your convenience, please try and login as mentioned above, so we can reinstate your account, and give advice on resetting your password, as your account is now dormant.

Thank you for your patience and we look forward to your reply.

Kind regards
PokerStars Casino

I tried to log in now again.
My account is still set on UK platform, not the MGA.

Hi Hosek,

Thanks for your reply and our apologies for the confusion.

We've contacted our specialists and they have now migrated your account. You should be able to login into your account, from our EU license website.

It is possible that you need to request a new password, because you haven't played for a while. If you experience any issues, please try and request it again and enter your Stars ID in the link, not your email address, this should fix it.

Our apologies for the delays and inconvenience.

We wish you the best of luck at the tables.

Kind regards
PokerStars Casino

Still the same message, that I can't log in from the same reason

Hi Hosek,

Thanks for your reply.

After reviewing this for you, we see that your account has been migrated but that it is still dormant. We have therefore sent you an email, containing a new password. Using this password, should resolve the issue. Please review the inbox of your registered email address.

Please use the temporary password to login and then change your password, once you are in your account again.

Let us know if you have any further issues.

Wishing you the best of luck at the tables.

Kind regards
PokerStars Casino

Hi,

It is still not working, even with temporary password, just tried to log in now.
SS attached.

Hi Hosek,

Thanks for your reply and our sincere apologies for the inconvenience.

We've asked our specialist team to send you an email with instructions on how to login again, it should be in the inbox of your registered email address.

Please let us know if you have any other issues.

Kind regards
PokerStars Casino

It worked now. We can close it as solved.

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.