PokerStars Casino RO - トーナメント チケットを獲得した後、プレーヤーのアカウントが凍結されました。

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

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

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.

Account reopened

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. 

yes close

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