Home Complaints PokerStars Casino ES - Player’s winnings have been confiscated.

Amount: $60

PokerStars Casino ES - Player’s winnings have been confiscated.

4.9/10 Bad reputation Submitted: 26 Sep 2020 | Unresolved : 16 Oct 2020
Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

47 days ago - 16 Oct 2020

The player from Argentina had his winnings confiscated because he breached the Bonus T&Cs.

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Hi Carlos:

In the course of a routine investigation, we have found that you have created or accessed the following accounts to unfairly take advantage of our promotional offers:

Our terms and conditions expressly prohibit such activity. As a result, you have been permanently banned from future games with us, and all funds in your accounts have been confiscated.

Don't try to circumvent these restrictions. Any additional accounts that you attempt to use or create will also be closed, and the funds they contain may be subject to forfeiture.


Sincerely,


Sowmya

Stars Security

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Dear Guerrillero61,

Thank you very much for submitting your complaint through our website. I want to inform you that we cannot make a case solely based on one message from the casino. Could you please provide more information about your problem? Which bonus did you play with? Are you aware of breaching any Bonus T&Cs (or did the casino specify, what has led them to this decision)? The more details you provide, the better we can understand the problem.

Additionally, please forward any other relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Looking forward to hearing from you.

Best regards,

Kristina

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Hi.


My complaint, beyond the message from the poker room, is that they say that I signed in with several accounts to benefit from the bonuses. Let's see, I never deposited with Pokerstars or Fulltilt (which is a Stars skin), so it is very difficult that I could take advantage of a bonus without depositing. The money that was confiscated from me was obtained by playing poker freeroll tournaments. It is clear that they are lying (I am not the only person who has had that problem).

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Kristina, I also answered you by mail.


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Thank you very much Guerrillero61 for your reply. I checked my emails, but I haven't found any messages from you. Would you be so kind and try to send it again?

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Hi Kristina, I already forwarded the email to you. Please let me know if it reached you. Thank you very much.

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Guerrillero61, thank you, I've received your email. I would like to point out, that players can take advatange of bonuses even without depositing, because there are bonuses that don't require any deposits, but of course, this doesn't mean that this was the case here. I checked the casino's T&Cs and I found this:

"10.1

A User may only have one Stars Account for play on any 'PokerStars', 'PokerStars Casino', 'PokerStars Sports' and 'Full Tilt' sites. and shall only use the Service using such single account. It is prohibited for a User to open multiple accounts for gambling on these Sites. In the event that TSG becomes aware of additional accounts opened by a User, TSG may close such additional accounts without notice and may confiscate funds held in such accounts."


I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Hi Kristina. I only have one Stars account (Pokerstars and their Fulltilt skin). I appreciate your management and I wait for Jozef. Thanks greetings.

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Hello Guerrillero61.


Thank you very much for sharing your negative experience with the Pokerstars Casino. We will now try to get in touch with them.

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Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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We would like to ask the PokerStars Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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OK thanks

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Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.


Dear Guerrillero.


I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already bad.  Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 


Best regards, Jozef

Casino.Guru

jozef.k@casino.guru