HomeComplaintsPokerStars Casino - Player’s account closed without refund.

PokerStars Casino - Player’s account closed without refund.

Amount: €600

PokerStars Casino
Safety Index:Above average
Submitted: 18 Jul 2024 | Case closed : 08 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Spain deposited 600 euros into their Poker Stars Casino account, which was promptly closed before any bets were placed. Despite being informed that the deposit would be refunded, the player had not received the money back yet. The casino stated the account was closed due to a breach of terms and conditions, specifically that both the player and her husband had created accounts and played from the same device. The player did not respond to further inquiries, leading us to reject the complaint due to insufficient information.

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3 months ago
Translation

Hello. I opened an account at Poker Stars Casino and deposited 600 euros, which were correctly credited to my gaming account. When I was about to place a bet—literally a minute after the deposit—my account was closed. I contacted them, and they informed me that the account has been closed. I received a message stating that my 600 euros would be refunded. To this day, they still haven't returned my 600 euros. I hope someone can help me because this is my baby's food money. I have included screenshots. I played on PokerStars because I found it through Casino Guru.

Automatic translation:
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3 months ago

Dear Katycadiz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Should the refund be processed to the same payment method you used to make a deposit?
  • Have you received any explanation regarding the blocked account?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

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3 months ago
Translation

Hello, good afternoon. The refund must be made to the same card you deposited. According to them, they tell me that I have violated terms and conditions and they have closed the account with my 600 euros. And they tell me that the money is confiscated for them. I ask for a solution and justice

Automatic translation:
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3 months ago

Do I understand correctly based on the emails that the casino closed your account because you and your husband both created accounts and played from the same device?

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3 months ago
Translation

I just created a game account. My husband already had a gaming account at poker stars for several years. So that's nothing bad or strange. I have the right to open an account as a woman and play. So I ask and beg the return of my 600 euros that they have in my gaming account and they blocked my gaming account.

Automatic translation:
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3 months ago

Please understand that this has nothing to do with you being a woman and everything to do with a serious breach of one of the most basic rules of online gambling. Did you create your account on the same device as your husband or not?

Edited by a Casino Guru admin
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3 months ago

Dear Katycadiz,

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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2 months ago

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.

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