PokerStars Casino - general discussion

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Hello,

I come back to this forum again for the same problem!

In November 2022 I came to explain my problem with the POKERSTARS casino.

The casino had blocked my account for no reason yet I had finished all the checks and I had bet a maximum of 5 Paris and the box had blocked my $1,116.

After several complaints it was only 8 months later that I had a return and they authorized me to withdraw and it was in MAY 2022.

On July 5 I make a deposit this time in euro 2000 € I make a bet I am winning and they block my account again just after a game since the unlocking of my account! So on their site I've played barely 10 times and I've done a year with my balance blocked and they always tell me a 5 min routine check but that's months.

Currently since July 20222 my money is blocked and they do not ask for my Nothing neither papers nor documents nothing when I write to them I only receive automatic messages it has been 3 months that I have been there without an answer from them without a request for documents without anything.

Avoid this casino if you don't want to waste your money! This is the second time in less than a year

Hello,

If only you find your self another casino after you experienced the first issue.

Feel free to open his complaint or maybe submit a new one. Maybe we will be able to help you this time. 🤔

But did I just submit one or do I have to do it somewhere else?

Hello,

I can see that the new complaint has been submitted, so I'd wait for our complaint team and further development.

I'm in the same situation as you man, I've only been receiving automatic messages for 5 months and they don't ask for any information. they are making fun of us. I just filed a complaint in hopes of getting help

Just a kind reminder: please use the "reply" button, otherwise the person you wrote to will not be notified. Thank you 🙂

I read your complaint briefly and it seems we will need some time to investigate further. As far as I understand the casino suspected some fraudulent activity in cooperation with other people, am I correct?

Do you have any idea what this is about?

Good morning. They told me that their automated system chose my profile for a routine checkup and after 4 months asked me what my relationship is with this player that I have never seen. As after my answer it took them only 10 minutes to close my account completely, I assume they did not do a manual check. It was enough just to look at the hand history with this player to understand that I have nothing to do with it!

pokerstars support has become almost non-existent

ah yes you are right. I saw this button now. read above thanks 🙂

Hello,

to me, it seems that there must have been some common patterns (like the same IP addresses, or similar playstyle - things like these), and the casino may be convinced that there was or is some sort of connection.

It's pretty tricky to undoubtedly prove it true, however. When the complaint team deals with complaints, they always try to go through all the pieces of evidence they can get from the casino.

I guess that we have to wait for some advancement now.

Good morning,

I know what you're talking about, IP address is to be excluded since I don't know the player in question. I don't even know if he resides in Ukraine like me. Similar play style, likely, but this shows that Pokerstars didn't do a manual check and let their automatic system decide everything.

In 13 years of playing, they have detected the same IP address twice with another player, my mother and a former neighbor friend. And the problem was real and solved after 1 day. In this case, however, they are really making fun of me.

I asked them to take my case seriously and to hurry up to give me back the money given the continuous bombings like last night and more last night in my city, but they pretend that I don't exist 🙁

Oh, thank you for those details.

I truly hope that the casino will start cooperating with us soon, we truly need that to proceed with the complaint. 🙁

Pokerstars pays out the same day on interac.

Hi, I understand that you played at this casino and got paid on the day you made your withdrawal ? I know there's a thread here where players are having a lot of problems with this casino, so that's why I'm asking. 

Is there anything else you would like to say about this casino ? 

Whats wrong with Pokerstars?

Ive sent all my documents many times and i havent received any response.

I played and i won and now i cant withdraw because my account is not verified.

My account will close in 15 days if i dont get verified and i will lose all my winnings.

I sent a dozen emails and complaints but its like theres noone working there.

Any suggestions?

Hi, how long has this whole situation been going on ? I wanted to say that we give casinos 14 days to resolve the withdrawal and KYC process but if you are going to get your account closed after 15 days if they don't verify you then it will be quite detrimental. You have no reason or contact with the casino ? 

If you think you need help, I would try to open a complaint on this link and our team will try to help you. 

You might also be interested in this thread about this casino, I think you can find out what might be going on: https://casino.guru/forum/casinos/execution-pokerstars--apparently--payment-is-not-voluntary

I already opened a complaint

I also contact them in twitter but they send me that i should wait.

I send the documents on 15 of May.

I hope until the end of the week my account get verified.

My account closes on June 11

I dont know what else i can do

Maybe you can also open a complaint.

I cant do any withdrawal without the KYC

They answered me after 12-13 days that my National ID has expired

They require new ID type

The Greek State doesn't obligate us to use new ones.

I can use legally this ID for the next 10 years.

All my accounts are with this National ID including BET365 which is a company suppose to be outside from EU.

The procedure to acquire a new one will take minimum 2-3 months and the same goes for passports.

So yes Pokerstars is a scam and i dont recommend to noone.

I will inform the Greek Gambling Committee for this.

I cannot do anything...i will just have to wait until they close my account and steal my winnings.

Where did you start your complaint because I don't see any here, but if you are interested you can do so on this link and we will see if our team will be able to help you. 

As far as KYC is concerned, yes, it is usually the case that unless you verify yourself, the money cannot be withdrawn. But you told the casino how does ID work in your country ? I guess if you had no problem registering somewhere else and going through the verification process successfully, then I guess it could be solved in this case as well.

Are you still communicating with the casino ?