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PokerStars Casino - Security Check on Frozen Account, No Support, No Communication

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Info sul reclamo
Casinò contestato PokerStars Casino
Motivo Problemi di verifica
fugupuff Tailandia
pubblicato il 8 agosto 2019

I'm getting the "routine security" check that everyone seems to get... except they haven't emailed me ANYTHING, they haven't requested anything from me or updated me, and apparently don't care about their pending help/support requests. No answer or communication about what to do next at all after days of waiting. So much for "usually is complete within minutes"...

Awesome that their process is to do this AFTER a user deposits money for the first time -- then freeze them up with no immediate recourse. Fun. Good work PokerStars. Perhaps you should flag accounts with cash in them and actually expedite them as you claim to on your in-software notice.

Also -- you should shut off marketing emails and stop taunting users to come play while their account is frozen. It's somewhat infuriating to receive those your marketing depart­men­t/a­uto­mation, when your support department can't even take the time to respond to a help request. I'm sure there's a rule in your marketing automation software that allow you to do this relatively easily.

Ok... /endrant -- let's resolve this please.

fugupuff Tailandia
pubblicato il 12 agosto 2019

Quick update -- I've been pestering Stars support on Twitter, Facebook, and via email - and pretty quickly got the process rolling finally. Will update after I submit my docs.

fugupuff Tailandia
pubblicato il 12 agosto 2019

Update #2 - After replying to their email and submitting documents my account restrictions were lifted within 10 minutes. So all in all, the process took over a week and required a lot of chasing them down... but DID get resolved. Would love to see them take their process a bit more seriously and invest some time/money into making it smoother for new players. However, I'm happy they were expedient with my account after I finally got their attention! Best of luck to anyone experiencing this issue.

AskGamblers
pubblicato il 12 agosto 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

PokerStars Casino Reclami

  • 154 su 174 risolto
  • 2 giorni risposta media
  • 5 giorni durata media del reclamo
  • 2,881 USD importo medio

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