The player from Romania had won a $2,500 ticket through a $109 tournament satellite, but his account had been frozen due to a security check. The player had been waiting for the casino to reopen his account in time for a live event he had signed up for using the won ticket. After he submitted his complaint, he provided the requested information. Following this, his account was reopened by the casino. The player confirmed the resolution of his issue and gave permission for the complaint to be closed.
PokerStars Casino RO - Player’s account has been frozen after winning a tournament ticket.
Amount: $2,500
PokerStars Casino RO
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
PokerStars Casino RO has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Hello. I won a 2500$ power path silver ticket playing a 109 $ tournament satellite and after i used that ticket to register to a live event in 14 february fps paris they frozen my account for standard security check they didnt answerd me only after i sended to them many emails and ask me to send photo id and explanation about some users from my family who i was asked for explanation now about 2 years aproximately and they blocked that accounts defintively from that time . And now when i won after some years they blocked me to give them explanation back to that same accounts i gaved some years ago and that accounts was blocked permanent. I send them many mails and says to wait to wait to wait i am so confused because in 3 weeks start the live evnt and i can t go if they dont reopen my account i have 2500 usd dollars tiket there. Please help me. I see in many forums all waits many months years and unsolved problems. If they dont want to reopen my account to play at them i want to give me the ticket value of 2500 usd in cash pls
help me i dont wanna wait months i didnt maked nothing illegal i only won
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11 months ago
Dear alburafaelesl,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (poker only, live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
I opened from 7 years ago and i played poker. I sended photo of document and explanation they asked me and i wait from several days no answer in e mail to reopen my account i didnt made nothing ilegal only i won.
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11 months ago
Thank you, alburafaelesl, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alburafaelesl, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
