PokerStars Casino ES - Player's account is closed after deposit.

Good morning, I deposited 20€ in this casino and immediately they closed my session. Now, I can't access my account and they aren't responding on the chat. How can I recover my money? They are scammers.

Dear Gayosomar,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please advise if you submitted all the correct information when you registered in the casino?

Have you received any explanation from the casino after your account was closed?

Do I understand correctly that your account was closed immediately after you deposited money to the casino and you have not played any game with your deposit yet?

Have you submitted any identity documents for KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon,

If I sent all the relevant documentation, I didn't get to play anything and I didn't get any response from them.

Thank you

Could you please specify the website of the casino you played at? Was it pokerstars.es?

Is there any chance that you self-excluded yourself from any other casinos or by a licensing authority?

Good morning,

If that is the page, and I was self-excluded for a while.

Thank you

Could you please specify where you were self-excluded from? How long did you wish to self-exclude for? Has your self-exclusion period already expired?

Dear Gayosomar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.