The player from Italy had deposited 910 euros into his online casino account when it was subsequently blocked. Despite having provided the necessary documents for review, the issue had remained unresolved since December 28. The player later reported that the issue had been resolved.
PokerStars Casino IT - Player's account blocked after deposit.
Amount: €910
PokerStars Casino IT
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello, on December 28, after making a deposit of 910 euros, my account was immediately blocked. Up until then, I had never had any problems depositing and withdrawing with the
same card I always use – the only card I have, a Postepay. I have submitted documents for their review, but since December 28, the situation has not been resolved. If you could expedite the process in some way, I would be very grateful, thank you in advance.
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Public
Public
3 months ago
Dear vitalesalvatore1992,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any explanation as to why your account was blocked? Was it because the casino had to verify your account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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3 months ago
Translation
In the attachment I send their first communication and the second email after having promptly sent the requested documents
Edited
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3 months ago
Translation
this was their first message
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Public
Public
3 months ago
Translation
Case resolved, thanks to you too for your support
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Public
3 months ago
Dear vitalesalvatore1992,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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