If your account is suspended and you don't know why, please contact Customer Support. They will let you know the reason for the suspension and what you can do to remove it.
We’re very sorry to hear about this incident. We are suspending your account as a security measure while we conduct our proper investigation. Are you willing to give us information to help us solve this issue more quickly and easily? Yes Thank you. Please provide the following information: A) When was the last time you accessed your account? B) What was the balance of your account the last time you accessed it? C) Do you use VPNs or Proxy connections to access our site? D) Have you used public hot spots to access your Poker account? E) Have you received any suspicious emails recently? F) Does anyone else at your location have access to your computer? G) What games do you normally play at Americas Cardroom? After player provides info We appreciate you filling out this information. The security and integrity of our site is of upmost importance to us. Once we’ve reviewed the details provided and your account information, we will contact you with the details. Please note that investigations typically take around 24 hours to be completed. We appreciate your patience regarding this matter. No No problem. However, the information we are requesting is key and will help us determine, among other things; a timeline for the incident, if funds were compromised and a possible cause. We will still investigate this issue, but please be aware that without the information, the process could take more than the traditional 24-hour period. We will contact you soon with our findings.
We’d be happy to allow you access to our Poker section again. However, we can only do so if you originally chose to temporarily disable your access and not permanently disable it. This is due to our Responsible Gaming policies. If you requested a temporary ban and now want to change it, please contact Customer Support.
If you wish to close your account, please email Customer Support from the registered email address we have on file. When you send your request, please add your username and let us know if you want a temporary or permanent closure. Requests for temporary account closures should also let us know how long you want your account closed for. Keep in mind that permanent account closures are final. You won't be able to reopen your account or create a new account under any circumstance after your account is closed permanently.
How can I update my account information if I receive an error that my information is already being used on another account?
To update your account either email Customer Support or use our contact form. When writing, please include your player nickname and the email address associated with your account.
It's easy to check your account certification status. From the lobby click the red 'Deposit' button Next click on 'My Requests' On this screen you'll be able to see whether your documents are pending, rejected, or approved.