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PokerStars Casino - Funds withheld and account frozen

Risolto
Info sul reclamo
Casinò contestato PokerStars Casino
Motivo Ritardato pagamento
Importo $ 304.08
pubblicato il 25 maggio 2020

Hi
I’m currently locked out my PokerStars account for over two weeks since I withdrew some winnings. I soon noticed after withdrawing I could no longer play. I keep getting the following message...
“Your account has been temporarily restricted pending a routine security investigation. We apologize for this delay.
These checks are usually completed within minutes, after which time your account will either be re-opened with full functionality, or you will receive an email explaining required next steps.”

They themselves say this will usually only take a few minutes (it hasn’t) or I’ll receive an email explaining why (I haven’t).

I’ve complained twice directly through their complaint channels and so far I’ve been ignored.

Two smaller amounts of my winnings were paid almost instantly. A small chunk straight back to my card, a slightly larger chunk to my paypal and the rest $304.08 remains pending for over 2 weeks.

Any help in this matter would be greatly appreciated
Many Thanks

pubblicato il 25 maggio 2020

Dear MT1983,

We are really sorry for the current delays; we're doing our utmost to respond to all your messages. We have just sent you an email. Kindly check your inbox and follow up accordingly. Thank you.

Kind regards
PokerStars Casino

pubblicato il 25 maggio 2020

Thank you for your reply via email.

I’ve read the email and sent required documents back to you, and look forward to hearing from you soon with a resolution.

Many thanks

pubblicato il 25 maggio 2020

Dear MT1983,

We can confirm the receipt of your email by the responsible department. You will be contacted with an update as soon as possible.
Thank you for your cooperation.

Kind regards
PokerStars Casino

pubblicato il 28 maggio 2020

I have sent off the details required, so whilst I await Pokerstars checking them over, my account and funds remain frozen, however I’m hopeful all will be sorted as soon as possible

pubblicato il 28 maggio 2020

Dear MT1983,

We are pleased to confirm that your account has now been reinstated and your withdrawal approved. Thank you for your cooperation.

Kind regards
PokerStars Casino

pubblicato il 28 maggio 2020

Thank you Pokerstars and AskGamblers

I can confirm all has been resolved.

Many thanks

AskGamblers
pubblicato il 28 maggio 2020

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.

PokerStars Casino Reclami

  • 127 su 171 risolto
  • 2 giorni risposta media
  • 5 giorni durata media del reclamo
  • 2,790 USD importo medio

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