The player had made a deposit of €20 to Pokerstars via an instant transfer which had been debited from his bank account, but it had not appeared in his PokerStars account. Despite efforts to resolve this issue through chat and email, he had been unsuccessful. We had suggested the player contact his payment provider for an investigation as the casino could not assist in this matter. The issue was later resolved when the deposited amount was credited to the player's PokerStars account. We then marked the complaint as 'resolved' in our system.
PokerStars Casino DE - Player's deposited funds are not reflected in the account.
Amount: €20
PokerStars Casino DE
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Hello,
On September 21st, 2023 at around 6:35 p.m. I made a deposit via instant transfer of €20 at Pokerstars. The amount was immediately debited from my bank account (see attachment for account statement). Credit at PokerStars is missing. According to Pokerstars, deposits are credited via instant transfer within a maximum of 5 minutes.
I have tried unsuccessfully to get my credit from Pokerstars via chat and email.
Thank you for your support
Kind regards
Josef S***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 months ago
Dear fazerjoe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Kristina
Public
Public
7 months ago
Dear fazerjoe,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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