PokerStars Casino - Restricted account to play

Hello Warp969,

Thanks you for you reaching out and we are sorry to hear this is taking a long time.

After reviewing this for you, we see that we received your documents in good order and that your case is with the relevant team.

We've asked the team to review the status for you. Unfortunately, there is not much more we can do from support. Please bear in mind that, at the moment, due to the pandemic, our teams are extremely busy and this may cause delays in their replies. However, they are trying to reply to everyone, in the shortest possible time. As soon as they have more information for you, they will reply to your email.

Thanks for your continued patience.

Kind regards
PokerStars Support

First of all, thanks for your response. It seems to get answers through email on PokerStars is nearly impossible nowdays.
It's nice to know that my documents didn't get lost somewhere on the way and in good condition.

Still there is no reply from the relevant team (it has been 30 days since I sent my IDs now).

I understand that they have a lot of documents to check these days, so I'll wait, but I hope it won't take another month or two. I will close the complaint gladly when they do their job. But since this the only place where I get some response, lets not close it for now.

Hello WARP969,

Thank you for your understanding and patience.

We have contacted the relevant team, and they have let us know that they are reviewing this for you.

Even though we can't give you a time frame, we are confident it will not take a month.

Again, our apologies for delay in dealing with your issue.

Kind regards
PokerStars Support.

Thanks. I'm still waiting for response now.

Hello Warp969,

Thank you again for reaching out, and we are sorry to hear you have not yet received a reply from the relevant team.

We have, once again contacted them and asked for an update.

As soon as we receive more information from them, we will send you an update.

Again, our apologies for the inconvenience.

Kind regards
PokerStars Support

Another week has passed. My account restricted for total of 47 days and so far no one answered after I sent my documents.

Hello Warp969,

Thanks for reaching out again, and we are sorry to hear this issue is still not resolved.

We've contacted the relevant team and they responded, saying that the review is still ongoing but that they are unable to give you a time frame for when the review will concluded. However, as soon as they have more information for you, they will contact you via email.

Our sincere apologies for the delay and thank you again for your patience.

Kind regards.

PokerStars Support

Still nothing :(

Hello Warp969,

Thank you for your reply.

We are sorry to hear that your issue is still not resolved. However, from support, we have done all we can to bring it to the attention of the relevant team. There is nothing further we can do, as only the relevant team can help you. They are still busy with their review. As we mentioned before, they are unable to give you a time frame for it's conclusion.

We kindly ask you to be patient, and wait for their reply.

Again, our apologies for the inconvenience and thanks for your patience.

Kind regards
PokerStars Support

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.

Thanks in advance for your cooperation.