The player from Spain has not been able to access their account after winning 87,000 and attempting a 10 withdrawal, which led to the account being frozen for security reasons. Despite submitting required documents a month and a half ago, the account remains inactive and the player receives no responses to their emails.
PokerStars Casino - Player's account is frozen and funds are delayed.
Amount: €76,000
PokerStars Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
PokerStars Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 1m 44s
Case summary
8 hours ago
Public
Public
17 hours ago
Translation
Hello.
I made several withdrawals after winning 87000, but when withdrawing 10, my account was frozen for security reasons. They asked for a bunch of documents, which I sent immediately, and after a month and a half, my account is still inactive. I can't deposit, withdraw, or play. I can only log in and that's it; they don't reply to my emails and I can't do anything to get my money out.
Automatic translation:
Public
Public
12 hours ago
Dear ruvhy1987,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- When was the last time you were in contact with casino support or its security department?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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,
Tomas
Casino Guru is examining the case
