The player from Spain experienced a problem with double-charging for a top-up at the casino. Despite sending bank confirmation, the casino only acknowledged one top-up and subsequently blocked her account, keeping 25 euros. The issue has been unresolved for more than ten days and the casino is not responding to emails. We rejected the complaint because the player didn't respond to our messages and questions.
PokerStars Casino - Player's account blocked and funds confiscated by casino.
Amount: €50
PokerStars Casino
Safety Index:Above averageSafety Index
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7.2
PokerStars Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I was charged for two top-ups and I sent them the bank confirmation. They claim to have received only one top-up but can't prove it. They blocked my account and kept a top-up of 25 euros. It's been more than ten days and they still haven't resolved the issue, and no longer respond to emails. In conclusion, they took 50 euros without reason and took away my account. Terrible experience!
Automatic translation:
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1 year ago
Dear Karoolsweet,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account. Since the casino account is blocked now, the funds should be refunded to you.
Could you please advise if it was your first deposit in this casino? Please forward your payment receipts to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear Karoolsweet,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
