PokerStars Casino - プレイヤーのアカウントが凍結され、資金が遅延します。

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.

Hola.

Hice varios retiros después de ganar 87000 pero al sacar 10 me congelaron la cuenta por motivos de seguridad. Me piden un montón de documentos que envió al momento y después de mes y medio mi cuenta sigue inactiva no puedo depositar, no retirar, ni jugar. Solo puedo entrar y ya está y no me contestan a los correos y no puedo hacer nada para sacar mi dinero.

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