PokerStars Casino - Delayed response to limit increase

Update: As of yet still no reply, and no acknowledgement of email recieved

Dear all,

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

Update: as of yet I still have not been emailed. I have spoken to there twitter support who have said my request is priority on Saturday, but still have not heard anything by email 11 days in.
Hopefully this will be resolved soon :)

Dear all,

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

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one last try and help both parties involved in the dispute reach a satisfactory resolution.

Pokerstars have since responded but have closed account due to an association with another account which I have already explained and had verified in 2017 and in 2019, evidence has been emailed to pokerstars of this.

Hi UKStrongman1991,

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

We see that you have been in contact with the relevant team.

Your screen captures have been received in good order and are in their queue. They will reply to you, as soon as they have more information for you.

However, the team is currently experiencing an unexpectedly high volume of support requests, and are working to answer all queries in the shortest possible time. Please accept our apologies for this.

We hope the reply arrives soon, but for now we wish you a nice Sunday afternoon.

Kind regards

PokerStars Support

I appreciate the reply and also hope you are having a good Sunday too :)

I do need to point out I have been since 3rd of July in this process and I do understand of course the volume of emails you will be recieving.

Everything up until now has been great and I have no issues except the current one outlined and one thing I would like to clarify, if I have had the repeated response of "close association with an account" and each time I have explained and satisfied this request, it should not be constantly every year repeatedly asked, in my opinion, and due to the overal length of time elapsed and because I believe this request should not have been asked (after previously satisfying in the past) I do believe this should be resolved.

Hopefully a response can be managed in good time, i await response.

Cheers and stay safe,
Rob

Hello UKstrongman1991,

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

After reviewing your account for you, we can confirm that at the moment, your real money privilege is suspended, because of your relationship with that same account.

However, for security reasons, and because of the privacy laws, we are unable to go into further detail.

Thank you for your patience and our apologies for the inconvenience.

Kind regards

PokerStars Support

Dear PokerStars Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.