PokerStars blocked my account for no reason

In June of this year I decided to re-use my PokerStars account, registered years ago, with the intention of playing at their casino. My idea was to play BlackJack, which is the game I like. I made several deposits, the first of 1000 usd, another of 200 usd, another of 628.

On June 17, I was asked to verify my account by sending my documents, which I did immediately. They even asked me for screenshots of the deposit methods used, which I also sent, proving that I have fully verified accounts on both Skrill and Neteller. They were approved and they unlocked the account that had been restricted until I sent the documentation.

As they confirmed that everything was perfect, I made several more deposits, reaching a total of about 15 thousand USD.

I had a very good streak and I managed to accumulate a lot of money in my account in those days and I requested a withdrawal of 20 thousand USD. That's where my problem began since they first restricted my withdrawals and deposits until I sent documents again (they only requested a new updated utility bill for my address, since they said they already had my ID and it was approved).

The most unusual thing is that the excuse was that "due to the amount of withdrawals I had been making from my account" they were restricting me from investigating, when I had only been making deposits and this was my first withdrawal. I sent all the requested documents and from then on they blocked my account completely and their response to my emails is always that they are investigating and cannot give me details, that when the investigation is finished they will contact me.

I have had my account and funds blocked since August. Since I can't access my account I don't remember the exact amount I had in it but it was around 97 thousand USD.

I have been sending emails every so often and the response I receive is always the same. They have never given me even the slightest explanation as to what the problem is. I complied with sending everything they requested. I demand that they allow me to withdraw my funds, although they should also completely unlock my account since there is not a single reason to keep the block. I never did anything wrong and the room just blocked me for wanting to make my first withdrawal.

I've had some odd encounters with PokerStars as well. While your primary game is Blackjack, it might be beneficial to bring up your concern on this major poker forum:

Share as many screenshots and pieces of evidence as you can. There are several ambassadors on that forum, and hopefully, one of them will take notice.

Please keep in mind that you are not allowed to post links leading outside our widespread website unless it is necessary or may help users. Specifically, links to other forums are not welcomed. 🙂

This is a forum, isn't it?

There are certain terms I ask you to follow:

https://casino.guru/terms-and-conditions

We appreciate your cooperation

My apologies for the oversight. I was simply trying to assist based on my background in poker and had no ulterior motives. Let's keep our discussions confined to this forum moving forward. Thanks for pointing it out! :)

Hello there.

I'm glad you managed to find our forum. More importantly, you also submitted a complaint, it matters the most. In such cases, we usually need the casino to respond and explain the whole situation fully. I think you have been far too patient, and it's time to get some answers. To achieve that, please visit your complaint again (use this link) to answer further questions we need to clarify in order to proceed.

I really hope our dedicated Complaint Team will find the issue because I have a feeling you too do not know what seems to be wrong, do you?

It happens 🙂 , don't worry.

Maybe you would like to know that Casino Guru created a project called Resolution Center, through which our specialized Complaint Team helps players for free.

Take a look here: https://casino.guru/complaints/all

😉

Thank you very much for your concern. The truth is that I have tried everything in the room before seeking help from outside. But they are not even responding to my latest emails. They no longer even send me the copy paste that the case is under review and that they will contact me. I've always had confidence in that room. I am very surprised by all this that is happening to me. Then I found this forum and started reading what has happened to other people and that in several cases a solution was reached. I hope that happens with me too.

I get it, most of the time a person probably first tries to solve everything on his own and then when he doesn't know how to go on, he asks for help. It's good that you found us, because we will try to help you. 

However, it's certainly not comfortable when the casino doesn't answer you and you don't know where you stand. I firmly believe that we will be able to resolve this case and that all will be well in the end. If you have any new information, feel free to update us in your complaint and feel free to post it here on the forum. For now, we have to wait and see where our team gets with your information. Fingers crossed. 🤞

I update the thread: the room did not unlock my account but it did return all my funds. Very grateful to this community.

I'm glad it turned out like this in the end. It's certainly nice when you get your funds back, but if your account is closed, you might save yourself some more worries in the future and you can choose another casino. 

Either way, I'm glad we were able to help you and you're happy. I wish you the best of luck in your next casino choice and may you do well. 🙂

I made an account at this casino for the first time, deposited and right then and there my account got deleted and my money robbed!! they ask for verification but the site never uploads the files it sends error everytime you try and they have stopped replying to my emails, WHAT IS WRONG WITH THIS CASINO?! you don't just do that that is literally robbing!!! I JUST WANT MY DEPOSIT BACK AT THIS POINT!!!!

Hi, I'm sorry for the situation you're in. Let me ask you few questions. Did the casino tell you why they blocked your account? Did you also contact support when you couldn't upload documents for verification and did they answer you or just started ignoring you ? 

I think you will find this thread informative so try to have a look: https://casino.guru/forum/casinos/execution-pokerstars--apparently--payment-is-not-voluntary

I'll be waiting for your reply.

they want documents i cant provide because for some reason their casino put a name is not mine in my account, all this and they cant just give me a refund? its ridiculous

What documents does the casino want that you cannot provide ? Am I correct in understanding that your account is in a different name than your own ? Did you ask if there is anything you can do to fix it ? 

when I registered it asked ONLY for my birthdate username and password, I do not know why my name appeared to be my moms, she passed away months ago may she rest in peace and they are asking me for ridiculous papers I DO NOT HAVE BECAUSE SHE DIDNT LEFT THAT PAPER THEY ARE ASKING FOR!!!! I sent all the other documents, they even asked for my moms death certificate I SENT IT!!! they are asking for this paper my mom didnt left any she passed unexpectedly!!! what is wrong with this casinos honestly? this is ridiculous! they dont understand that my birthdate is MY BIRTHDATE not my moms!!! I swear they do all this on purpose AND THEY ALREADY DELETED MY ACCOUNT I DONT KNOW WHY so I don't think I can do anything about changing the name?

why is it so hard to just give you a refund of YOUR MONEY, just sent it back from where it came thats it! they dont need to be causing this much trouble! and they shouldnt just close your account after a deposit that is NOT RIGHT!!

So it seems absolutely strange to me if you didn't enter any other personal information except the date of birth. The way you describe it, it looks as if it assigned your account to your mom. Did she have an account there as well ? 

However, I don't think this is right because you should enter such things manually so that you can then verify with your documents and not someone else's. 

So it was the appropriate step to file a complaint and our team will try to help you. Of course, be sure to mention all this information to Kristina, who is currently in charge of your case. 

I thought it shouldn't be too difficult, but since you had nothing on your account except your date of birth, I'm curious to see how it turns out. 

Let me know if anything changes. 

hello, I know it is very strange all the casinos I've played at you enter your name I don't understand why it would automatically set it to someone elses? I don't think my mom had any accounts with them either I just don't know what happened or why they closed my account right after deposit... thank you for your help!

Submitting the complaint was the best you could do, and I'm more than convinced that after the initial information collection is over, the casino will be asked to explain their actions.

Sooner or later, we will be able to put the speculations aside and focus on the more specific information.

Try to hold on, the Team is working on it.

They gave no explanation as to why they closed the account in the first place either. Thank you for helping me.