The player from Italy attempted to withdraw his total balance of €40.35 from PokerStars but received only €20, with the remaining €20 inexplicably confiscated by the casino, leaving him with just 0.35 cents. He expressed frustration over rumors of a 50% commission on withdrawals, labeling the casino's actions as potentially a scam. The Complaints Team regretted to inform him that the complaint was closed due to the player's lack of response to inquiries and reminders, which prevented further investigation or potential solutions at that time. The player retained the option to reopen the complaint in the future.
PokerStars Casino IT - Player's winnings are confiscated by the casino.
Closed
Our verdict
Player stopped responding
Amount: €20
PokerStars Casino IT
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Hello, I just wanted to WITHDRAW my total balance on PokerStars casino which was €40.35.
Unfortunately THEY DIDN'T GIVE ME THE TOTAL €40 CREDIT ON MY CREDIT CARD, BUT ONLY €20.
Now, I thought that the remaining €20 had been blocked in the balance anyway but instead THEY WERE INEXPLICABLELY CONFISCATED BY THE CASINO, so my remaining balance is now just 0.35 cents.
Someone wrote to me in the forum that they take 50% commission on withdrawals, which would mean that if you win a total of €1000 and decide to withdraw them, they take half of it, i.e. €500.
Dear Sirs, if this "modus operandi" is not called "SCAM", then tell me how it can be defined.
I'm really disgusted and I'll stop here!!
Thank you for your attention.
Automatic translation:
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8 months ago
Dear marcorivaldi9,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with PokerStars Casino IT. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you initially request a withdrawal of your total balance? Was it precisely €40.35 in your request?
- When did you receive the payment of 20€?
- Can you confirm if you received any notifications or messages from the casino regarding the withdrawal or confiscation of your funds?
- Have you reviewed the casino's terms and conditions regarding withdrawal limits or fees?
- Did you accumulate your winnings with or without an active 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,
Natalia
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8 months ago
Dear marcorivaldi9,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
