PokerStars Casino - I Can't withdraw my funds because my accounts restricted for the last 6 weeks

Dear @ricko1234,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

oh sorry i should of clarified my account balance is $732

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello @ricko1234,

Your account is temporarily restricted while it's undergoing a routine security review. We can't discuss the specifics of the case until it's completed, but we might contact you if we need more information.

We understand that you'd like to solve this quickly. However, we need to look into the situation in detail, and this affects the time frame needed for a resolution. We'll update you on the results of this review as soon as it's finished.

Your understanding during the process is greatly appreciated.

PokerStars Casino

pokerstars casino this is the exact same reply as a template email i received a month ago how long does a routine security review take because 6 weeks is unacceptable i play poker on just about every poker site available in the uk the longest this would last on any other site without being told what the issue would be a few days

Hello @ricko1234,

Thanks for following up.

Unfortunately, as previously mentioned, we can't discuss any specifics of the case until it's completed, In some instances, we may need more time to get back to you with a result.

Either way, we'll be in touch with you to let you know when the review is complete.

Thanks again for your collaboration,

PokerStars Casino

ASKGAMBLERS Just replying to say no its not resolved an ive been giving no timeframe to when i can expect it to resolved just told to wait for them to get back to me

Hello @ricko1234,

We're really sorry for the delay in replying to you.

The waiting timeframe depends on the number of cases being received, and the complexity of each one.

At the moment, you just need to wait to be contacted via email by a specialist.

Thank you once again for all your cooperation.

Wishing you a nice day,

PokerStars Casino

PokerStars Casino, thanks for the reply ok ill guess ill just have to be patience its just really frustrating waiting for 7 weeks for someone to contact to tell you what the problem is and not being able to withdraw my funds while i have to wait makes it even worse

Dear @ricko1234,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

ASKGAMBLERS no updates still waiting for a pokerstars agent to contact me and explain what the problem is , this is a few days of two months this as gone on only contact ive had with them in the last month is there agent on here telling me i need to wait for them to get back to me by email

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.

hello ASKGAMBLERS just a update pokerstars got in touch with me on twitter yesterday an told me my account was being permanently closed and asked me for my banking details and photo id so they could make a manual withdrawal of my funds so im just waiting to see are they excepted

Hello everyone,

We confirm that the documents are with the relevant department and a specialist will email you as quickly as possible.

Thank you again for all the cooperation!

PokerStars Casino

POKERSTARSCASINO i got an email saying documents was not excepted because i didnt cover cvv you also asking for credit card statement with my bank card numbers on when lloyds statements dont show credit card numbers , i have reuploaded everything again covering the cvv also a pic of my last stars deposit on a statement proving they dont show credit card numbers can you confirm youve received them

Hello ricko1234,

Thanks for reaching out.

The document was received and you'll be emailed as soon as it's reviewed.

We appreciate your collaboration in the process.

Wishing you all the best!

PokerStars Casino

POKERSTARS CASINO ive had another email asking me for my most recent bank statement ive sent it multiple times weeks ago ands again days ago and again today why am i being messed about so much asking for the same documents over and over again its an absolute nightmare , im just trying to get my funds i deposited of my own bank card in my own name withdrawn back to same method

Hi ricko1234,

Thank you for your comment.

Upon checking your case, we confirmed that this is happening because you sent screen captures of your bank statement when we requested for the original document.

Please download the original document instead of screenshotting it and send it to us so we can proceed with the check. Your understanding is much appreciated!

Have a good day,

PokerStars Casino

hello pokerstars i sent a screen capture and the original file about 3 days ago i sent both so there would be no issues i will send the original pdf document once again now can you confirm you've received it