PokerStars Casino - Player's account closed due to suspected multiple account ownership.

I was questioned about multiple accounts and, after verifying my account over several days according to the website, I still couldn't log in. I asked the site to close my account and return my funds. It's been several weeks now, and the site keeps asking the same question: what is my involvement with an account related to my son-in-law. I have already explained that he and my daughter were playing and having fun. I decided to try it but didn't like it, so I attempted to transfer the funds to him. At that point, my account was blocked and I still haven't received a refund. I have attempted to contact them numerous times via email and the website's support, but nothing has been resolved.

Dear helennah,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino. I checked the website and found these rules apply regarding money transfers in the casino:

12. Real money transfers

12.1

Real money transfers may be made between Users in the Gaming Platform for the sole purpose of playing Real Money Games. To make a transfer of real money to another User via the Gaming Platform, you will need to enter the amount to transfer and the Username of the intended recipient. You must only make transfers on the basis of your own freely made choice, and you must ensure you know who the other User(s) is/are before making any transfer.

12.2

You may not withdraw funds directly received from a transfer. All transferred funds must be used to play Real Money Games, and you may request a withdrawal of any resulting winnings. We will process that request unless we have a right to delay the withdrawal, void any related transactions, or recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms. To help protect Users, guard against money laundering and fraud, and ensure the integrity of the service, winnings arising from Real Money Games played with transferred funds will be reviewed before they may be withdrawn. Users may be asked to comply with certain Verification Requests or provide other reasonable information in order for a transfer to be processed and/or before you will be allowed to withdraw any such winnings.

12.3

Where appropriate we will restrict your Account by setting limits on the amounts or availability of transfers (either generally or for a specific User) and/or decline or reverse any transfers, if we become aware or reasonably suspect the sending or receiving User has been involved in any Prohibited Event (and we will otherwise deal with your Account as set out in Part B Section 17).

• When was the last time you were in contact with casino support?
• Have you used your device to register in the casino and play?
• Does the disputed amount ($25) represent the transfer you attempted to make?

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

I have been in contact every day, I don't remember exactly the amount I transferred, I deposited a little more, I lost a little and I didn't want to play anymore, they were supposed to either give me a refund or make the transfer, but they didn't do any.

We'll contact the casino and try to assist you, but before we do, please send me the relevant correspondence you received from the casino. My email is tomas@casino.guru

Hello, after opening the complaint they resolved the problem very quickly, but it took about 1 month before the complaint was filed. Thank you very much

Dear helennah,

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 any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru