PokerStars Casino - Routine security investigation pending for 12 weeks

Hello,

I play on pokerstars casino for many years, mainly Poker - The account is verified and I never had problems with transactions or anything else before, until pokerstars decided to "temporarily restrict" my account on 06/06/2022 for a "routine security investiagtion" that should be done "within minutes".

"Your account has been temporarily restricted pending a routine security investigation. We apologize for this delay.

These checks are ususally completed within minutes, after which time you account will either be re-openend with full functionality, or you will receive an email explaining required next steps.

Should you wish to contact us, please head to our dedicated Help Center where you will find answers to most questions and ways to contact us."


Since then almost 3 months passed. During this time I tried several times to get in touch with Pokerstars to offer my help. For example I asked for missing documents or if there are any other uncertainties to discuss.
Also my request about a certain timeframe have been ignored by now.
And they turned off the livechat option in the client.

In return Pokerstars sends pregenerated messages with the same content no matter what the meaning of my messages was.

"Hello xxx,

We've temporarily restricted your account 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 time frame needed for a resolution.

We'll update you on the results of this review as soon as it's finished.
Regards,
XXX
PokerStars Support"

I am relying to @CristianMN post from below who seems to have the same issues. I generated a couple hundred thousand of $ in rake over the years - letting me wait for 12 weeks and more is absolutely not acceptable. The comunication and ignorance is unbelievable - it's a new level of unprofessionalism and negligent attitude to your clients.

What happened to the best support in the industry?

Looking forward to a fast solution.