The player from Brazil had experienced a restriction on his account due to an alleged connection with his ex-wife's account. Despite multiple attempts to resolve the issue through emails and document submissions, the issue had persisted. However, shortly after he submitted a complaint to the Complaints Team, the player reported that his account had been unblocked. We had confirmed that the player's issue was resolved and subsequently closed the complaint.
PokerStars Casino - Player's account got restricted due to an alleged link with his ex-wife's account.
Amount: 58 R$
PokerStars Casino
Safety Index:Above averageSafety Index
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Hello, the pokerstars restricted my account in the last month. They answered me about my relationship with another account, that account was my ex wife. But we neve played poker in same tournament. I already explained it but my account is still restricted, i can login but we cant play. I sended thousands of emails asking about the problem, i send my documents again and again, i dont what to do anymore? Can help me? my username: erickneoo and my ex wife account karolcamargo87
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9 months ago
Dear erickleandrolima,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with PokerStars Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Can you confirm if both you and your ex-wife had fully verified accounts on this casino?
Also, have you ever made any successful withdrawals from this casino before?
Kindly specify if both of you had taken any bonuses, and whether you used your own payment method for depositing into the casino.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
hello again, im here to tell you my account was unblocked have some minutes ago, unbelievable....im almost two months with my account restricted, yesterday i found your website in google, i read the complaint from another user and i decide to write my own complaint and at the sametime send the email for pokerstars again....now i wake up and my account finally is ready to use again, im so happy, i dont know if you made something, but its so coincidence haha....anyway i appreciate your help, so many thanks.
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9 months ago
Thank you for letting me know, I am glad to hear that your account has been unblocked. Is there anything else we can assist you with, or can this complaint be closed? Please let me know.
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9 months ago
Everything is ok right now, im so glad, thank you very much. That topic can be closed 🤝
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9 months ago
Dear erickleandrolima,
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,
Veronika
Casino.Guru
