PokerStars Casino PA - Player’s withdrawals are delayed due to account issues.

Hello,

i put myself on a casino exclusion list in PA and was able to gamble on Pokerstars, despite being on the list, for about 2 months until they flagged me. I received a email stating they would refund me my total deposits because they were required to because I’m on the exclusion list. They continued to refund me to a bank account I no longer have and have not used on that website in over a year. Why would they not deposit the money into the most recent account I was using? Now it’s like pulling teeth to get a hold of someone just to make sure my account information is correct before Pokerstars negligence strikes again. I just want clarity and a timeframe on when I will receive my money that is all.

Dear 8k7hcnr5pk,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing. To better understand your situation, I’d like to ask a few clarifying questions:

• When exactly did you receive the email from the casino informing you that your deposits would be refunded?
• Did the casino ask you to choose a preferred payment method to receive your refund?
• Have all the payment methods you used for depositing into this casino been successfully verified?
• When did the casino send the refund to the bank account that is no longer active?
• Have you contacted customer support to inform them that you no longer use the bank account they sent the money to?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

So I got the email on 3/19/2025 @ 9:45 am. In the email it was stated that they would deposit the funds into one of the payment methods available on file but never asked me what method I preferred. I never had an issue with withdrawals or deposits before with pokerstars (they are actually one of the quickest payout sites I’ve ever dealt with) on the same day (3/19/2025) at approx 2:34pm I received the email stating it was deposited into a bank account ending in blah blah blah and would be seen in 3-10 business days. I no longer have that bank account it is closed. I’ve reached out multiple times and I’m only constantly reaching out because since that deposit email I have gotten no help about anything just someone telling me someone is on my case. I just want to make sure that they got the correct information and the money is deposited into the correct account so we don’t run into this issue again.

*Update* 3/22/25

All the chat agents I’ve spoke to do not help with anything and have been very rude. Every em-mail I get looks like an automated message. I have been trying to reach someone just to confirm the funds are being put on a card/account that is open. I received an email this morning (attached to this thread) the bank they "deposited" the funds into is not longer open and the routing number does not exist anymore.

Don’t need help case closed

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.