PokerStars Casino - Player’s account closed, €200 confiscated.

Hello, I registered in pokerstars a week ago, Deposited there 200EUR over skrill, then before even playing/placing any bets account got frozen due security checks ( deposit was in my name, same details as on both accounts) I was requested to send documents, ID Proof of address and proof of payment, which I immediately provided

After that they closed my account and stole 200EUR deposits, they ignore any communication from my side after this. They just scammed me for 200EUR

Dear javet6yas0,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was this your first and only account in this particular casino?
• Could you please list which documents you submitted to the casino when asked by the security department?

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

Best regards,

Tomas

1. Yes, It was my only account registered there, first time ever
2. Skrill Screenshot, Driver License photo, Bank statement

Thank you very much, javet6yas0, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi javet6yas0,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite PokerStars Casino to the conversation to participate in the resolution of this complaint.

Hi javet6yas0,

The casino seems to have an issue with replying to the thread. We are currently working on a fix. I will keep you updated.

Hello, They have problem or they don't want to reply?

I see other people also reporting account closure with same case in PokerStars,

I can not believe that service with "decent" reputation scamming people for rather low amounts for that big company.

We would like to ask the 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’ which may negatively affect its rating.

Hi javet6yas0,

Thank you for reaching out.

As we have previously informed you via email, your account has been closed as you have violated our General Terms, which you accepted upon registration. It will not be possible to reinstate your account.

We have previously sent a request to responsible team to review withdrawal possibility of your remaining balance, and they sent you an email about it on July 9th. Please check your inbox and spam folders for more details.

We have additionally escalated your situation to our dedicated team of Complaints Specialists. They will contact you back with more details on what can be done in this situation as soon as possible.

Please expect the email from our colleagues.

We highly appreciate your patience.

Kind regards,

PokerStars Casino

Hello,

Thank you for finally responding to this complaint. After a long wait I think the issue is resolved as they refunded my balance, my account is still closed but if they don't want me as customer I won't complain about it.

Thank you Peter and casino guru for resolving this matter.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, javet6yas0, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter