PokerStars Casino - The account has been temporarily restricted for a long time

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 USERANA,

Thanks for reaching out.

We are sorry your account has been restricted.

The Security department confirmed that they are still reviewing your account.

We understand that you'd like to solve this quickly. However, they need to look into the situation in detail, and this affects the time frame needed for a resolution.

We are sorry that we cannot provide a time frame for a response but please rest assured that you will be contacted once the review is finished.

Please accept our sincere apologies for any inconvenience. We thank you for your understanding and patience.

Kind regards
PokerStars Casino

Thank you for the informative answer, although it appeared to be a template response. Can you please clarify if there is a maximum waiting time for the checks? The reason I ask is that it was stated that the checks are typically completed within a few minutes, yet I have been waiting for over two weeks.
Anyway, this is a very strange attitude towards the players. Block for no reason at all for an indefinite time and do not explain anything.

Hello USERANA,

Thanks for your message.

We have checked your account with the relevant department and they confirmed that it's still under review. They apologize for the duration of this review and explained that it takes time to be reviewed and addressed appropriately, and that is being addressed diligently and in the shortest possible time.

Unfortunately, they cannot provide a timeframe as every review is individual and depending on the complexity of the case and the different procedures to be carried out, it is possible that the resolution of some cases takes longer than that of others.

Again we ask you to please be patient, you will receive a reply via email, as soon as they have more information for you.

Kind regards
PokerStars Casino

Dear PokerStars Casino,

We respectfully request that you provide us with a timeframe for the conclusion of the investigation, considering the duration of time that has already passed. Without a defined timeframe, we regret to inform you that we may need to consider closing the complaint as unresolved until such time that the investigation is completed.

Thanks in advance for your cooperation.

Hello USERANA,

We sincerely regret that you have not yet received an answer and that we cannot provide a timeframe needed for a resolution of this case.

Unfortunately, we cannot influence the process that needs to be done by the relevant department. They are treating it as a priority and will let you know their final conclusion, as soon as they reach it.

Thank you again for your understanding and patience.

Kind regards
PokerStars Casino

Dear all,

Unfortunately, without the defined timeframe needed for the investigation, our team has no other option but to close the complaint as unresolved until the investigation is completed. Once it completes, both sides are welcomed to ask for the complaint's reopening.