I opened an account with Pokerstars on 13th April 2020. I deposited and played 1 SNG.
On 20th April I tried to log in again. I received a message stating that my account had been frozen, and to contact security@starsaccount.uk for more details.
I emailed them, and was asked to send photos of my ID. So I sent them photos of my ID.
In response I received an email asking for a photo of myself holding the ID. (fair enough I did not read the original request correctly).
I sent the photo of myself holding the ID on Monday 20th April, which is almost 2 weeks ago. Since then, I have had no response from Pokerstars. I have tried to chase them via email, Twitter and Facebook, but received no response.
I don't think it should take 2 weeks to verify my details.
Info sul reclamo
Casinò contestato
Motivo
Dear JONATHANHON,
We are sorry to hear about this. We are currently looking into your issue and will inform you about the outcome as soon as possible.
Kind regards
PokerStars Casino
Dear JONATHANHON,
We can confirm that your account has been reinstated in the meantime. Apologies once again for the delay and the inconvenience encountered.
Kind regards
PokerStars Casino
Thank you for reinstating my account! I can confirm that I have just managed to log in.
AskGamblers
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.
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