Account Freeze on PokerStars and Non-Return of Funds

Hello,

My nickname on PokerStars is ImperialOxxx, and my account has been frozen for about a year, starting in February 2024. My account was blocked without any explanation. I am unable to withdraw my funds or play at the tables.

PokerStars requested documents to verify my identity, and I sent them multiple times because they kept saying that something was missing. In the end, they successfully reviewed and accepted my documents.

After that, they started responding to my messages with the following template:
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Hello, Vladislav,

Thank you for reaching out.

We have temporarily restricted your account while it undergoes a routine security review.

We cannot discuss the details of the case until the review is completed. However, we may contact you if we require additional information.

We understand that you want to resolve this issue as soon as possible. However, we need to thoroughly examine the situation, which affects the time required to complete the review.

We will inform you of the results as soon as the review is completed.

Your patience and understanding are greatly appreciated.

Best regards,
Priya
PokerStars Support
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From then on, they kept sending me the same response, as if it was just an automated message.

Later, I requested a withdrawal of my funds, and they asked me to provide documents related to my WebMoney wallet. They sent me the following message:
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Hello, Vladislav!

Thank you for providing the documents.

Great news! Your documents have been accepted.

However, to finalize the verification of your account, we require additional documents. Please provide us with clear, color copies or digital photographs of the following:

A screenshot of your WebMoney account – Please ensure that your personal details are not hidden and are fully visible. The image should cover the entire screen, including the URL bar (web address).
You can upload your documents through the desktop client, mobile app, or website.
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I sent them all the required documents, and then they went completely silent—no responses, no updates, just ignoring me for 2-4 months.

After a long period of silence, on November 17, 2024, I received the following message:
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Hello, Vladislav,

Thank you for reaching us.

We're sorry, but we can't reopen your account.

We take our responsible gaming obligations very seriously. If we have permanently closed your account at any point, we cannot reopen it.

We hope you understand our position and wish you the best in the future.
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Then, on December 26, 2024, they again requested a screenshot of my WebMoney wallet. I sent it to them once more.

On January 8, 2025, they sent me yet another message of the same nature:

Hello, Vladislav!

Your account has been blocked for a routine security review.

We cannot provide any details until the review is completed. However, we may contact you if additional information is required.

We understand that you want to resolve this issue as soon as possible. However, we need to thoroughly analyze the situation, which directly affects the time required for the review.

We will inform you of the results as soon as the review is completed.
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This is very strange, considering that they previously told me my account was permanently banned, and now, suddenly, they are saying that it is under review again.

As of February 6, 2025, I still haven't received my money. PokerStars is acting unfairly, refusing to explain the reason for my account ban, dragging out time, and endlessly requesting documents.

Thank you for your attention!