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Old 11-23-2016, 06:16 AM   #1
WhitneyAL
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Pokerstars frozen account after cashuot how to reply?

Hi there guys,

I deposited on pokerstars uk a number of times, and decided to withdraw for the first time yesterday.

A short time after they disabled my ability to deposit and withdraw and asked for my ID and a bank statement.

I sent this back via email to the uk security site but haven't received a reply and am wondering if they just take a long time to reply or I should use the pokerstars client itself??

I cannot use the form on the client as it says that an unexpected error has occcurred everytime I try so I would need to try and find out what the issue is with this.

Thanks,

Whitney
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Old 11-23-2016, 06:25 AM   #2
The Imp
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Re: Pokerstars frozen account after cashuot how to reply?

Quote:
Originally Posted by WhitneyAL View Post
Hi there guys,

I deposited on pokerstars uk a number of times, and decided to withdraw for the first time yesterday.

A short time after they disabled my ability to deposit and withdraw and asked for my ID and a bank statement.

I sent this back via email to the uk security site but haven't received a reply and am wondering if they just take a long time to reply or I should use the pokerstars client itself??

I cannot use the form on the client as it says that an unexpected error has occcurred everytime I try so I would need to try and find out what the issue is with this.

Thanks,

Whitney
Pokerstars support can be very slow nowadays so I wouldn't worry. It's normal for them to want ID before a withdrawal.
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Old 11-23-2016, 06:28 AM   #3
WhitneyAL
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Re: Pokerstars frozen account after cashuot how to reply?

Ok thank you for the reply.

So sending the documents via personal email is a valid method?

I am worried that it is not and for some reason there is now an error any time i use the client contact form which they recommend to use on their FAQ.
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Old 11-23-2016, 06:36 AM   #4
The Imp
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Re: Pokerstars frozen account after cashuot how to reply?

Quote:
Originally Posted by WhitneyAL View Post
Ok thank you for the reply.

So sending the documents via personal email is a valid method?

I am worried that it is not and for some reason there is now an error any time i use the client contact form which they recommend to use on their FAQ.
Yes, attaching them in an email is the correct way to do it.

I'd wait until the weekend to chase them up - if you email them again just now you'll only get a response saying "email forwarded" (and probably get bumped to the back of the queue).

If you join any other sites in the future it can be a good idea to send verification documents right away so you don't have an annoying wait for your first withdrawal.
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Old 11-23-2016, 06:42 AM   #5
WhitneyAL
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Re: Pokerstars frozen account after cashuot how to reply?

Ok thank you for your help Imp I'll just wait it out then.
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