The player from Ukraine had his account suspended during the poker tournament. Subsequently, he was accused of being connected to another player and the account was blocked together with the remaining active balance.
PokerStars Casino - Player's account has been blocked.
Amount: $1,800
PokerStars Casino
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7.2
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Unresolved
Our verdict
Waiting for decision of regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
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Greetings,
On May 9, 2022, day 2 of the SCOOP event was about to begin. We were left in 90 players. When I logged in to play it, I found my account suspended for verification. So the tournament that I could win I finished in about 45th place without being able to play it by being in sit out.
Since that day I have sent 100 emails to support always getting the same answer of waiting for the check to finish and that they can't tell me anything else.
On September 7, 2022 after yet another email I received a reply asking me how I am connected with the JokerGoldRush player
I replied that I have no idea who he really is and after 10 minutes counted they sent me the message that I was permanently banned.
So the Pokerstars site is scamming me
- He blocked me during a tournament with huge prizes.
- He accused me of having some contact with a player I've never seen and who doesn't exist on sharscope.
- They don't even give me back the $ 1800 left on my account. My every email is forwarded to the department that only they know and I never get a response from this department for 5 months now. I hope for your help to force them to do some checks manually without relying on the automatic system as they are doing now, THANKS !!!
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2 years ago
Dear kunka,
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. Could you please advise if your account has been fully verified in the past? Have you withdrawn any winnings previously or this was your first game session? Could you please clarify what the disputed amount represents? Is it your active balance at the time of the account closure?
If there's any relevant communication you could forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Dear Petronela,
Thank you for the time you are dedicating to me!
My account has existed for several years, so fully verified.
I often deposited and withdrawn with 5 payment methods / withdrawals without ever having any problems, it was always immediate.
About the last two weeks of play, I used an Italian Postepay card in my name to both deposit and withdraw. And even in this case there had been no problem.
I tried to send all my documents, photos and card statements. But I have a feeling that no one has ever watched them. They are completely ignoring me
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2 years ago
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Ah, the disputed amount approximately $ 1800 is the balance available at the time of closing the account.
We would have to ask for compensation for the ruined tournament where the prizes of the first 9 places exceeded $ 20,000 each, but first let's try to have my account reactivated or at least give me my money back 🙁 thanks
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2 years ago
Thank you very much, kunka, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of PokerStars Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
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I am always available for any other necessary information.
however it seems strange to me that such a famous site does not make any effort to solve such problems. It completely ignores the customers and also steals the money this way by banning without a valid reason. It is no longer Pokerstars it used to be, it seems to have become a platform for thieves!
Anyway, thank you for what you do and wait for updates 😊
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2 years ago
Hello kunka.
I am sorry to hear about your troubles.
Unfortunately, to solve this case, it is essential for cooperation from the casino.
I would like to invite the casino representative into the case:
Please explain to us why Kunka's account has been blocked.
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2 years ago
Hello kunka,
Thanks for your request.
Please note that in line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts. As you have been informed by our Security department your account didn't pass this recent screening process and it was closed permanently. While we appreciate the disappointment caused by this information, this decision is final. For security reasons, we can't discuss the details of it.
The request for manual withdrawal of your balance has been forwarded to the relevant team for their review. You will be contacted via email once there is an update. We apologize for any inconvenience caused.
Thank you for your understanding and patience.
Kind regards
PokerStars Casino
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2 years ago
Dear kunka.
Could you please forward me the email from the casino's security department?
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2 years ago
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Hi, yes of course. I am attaching two screenshots. i got the same foolish response as this pokerstars rep wrote. the automatic system then decided everything by itself from how I seem to have read. And the withdrawal request has been under review for 1 month now, although I have been asking to receive them since May. Too absurd and senseless this attitude on the part of pokerstars.
ps I am not only sorry for this behavior, but I am angry for the difficulty you are creating for me. I remind you that I am living in the middle of a war and you have really put me in difficulty. I hope you put a hand on your conscience and speed up this review, maybe even unlocking the accaunt thanks (message for pokerstars)
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2 years ago
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Sorry anyway, what business risk can I deal with if I am at a loss, that of winning the tournament of the scoops that interrupted me in the final phase? hahahaha
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2 years ago
Dear kunka.
The casino has a right to close your account anytime for any reason; however, they should always pay you the remaining balance. In your case, I believe that they suspect you of some fraud. Therefore I would like to invite the casino representative into the case:
Dear casino representative, please explain to us what happened.
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2 years ago
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Hi Matej.
The problem is that on their platform they can't even let you do the self-exclusion during a tournament in progress, it must first end, so it is written in their rules, instead….
Then that I suspect something I can also understand, but that they have been investigating for 5 months without asking me anything, only that question about that player is not the behavior of intelligent people. They are treating me like shit and not a person.
So: they banned me ok
they don't want me to have a regular check-up and this is also understood.
But the money, they want me to get old before they give it back to me! Or they just don't want to give it back to me.
My final conclusion is: pokerstars noticed that their bot banned me by mistake during a major tournament, so they should ignore me and exclude me at this point so as not to compensate me for the damage they have done. I can't find another explanation. THIEVES
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2 years ago
Hello kunka,
Thanks for your reply.
Unfortunately, as you have been informed by the Security department, the details of the account closure cannot be discussed.
Please keep an eye on your inbox for the next email from them regarding the withdrawal of your balance. You will be contacted once the review is finished. We apologize for any inconvenience caused by the delay.
Your patience is highly appreciated.
Kind regards
PokerStars Casino
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2 years ago
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Dearest representative of pokerstars,
I understood that you cannot give me any details on the closure of the account because you do not even know why it was closed, you are not competent of the service you are doing.
How come when I deposited my money with you, you took it from me immediately in a second, and to give it to me I have been waiting for 6 months already.
If you are a real representative, please do this review and email me with more questions if you need them.
But hurry up because on October 10 a missile flew over my roof at a height of 20 meters and landed 200 meters from home doing a lot of damage.
If these things are indifferent to you, you are just dogs.
I urgently need that money that is mine, don't be a thief and try to give it back quickly thanks 😡
ps your automatic robot responses that don't answer questions and don't try to help the customer in any way are pathetic!
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2 years ago
Dear Casino representative.
Based on what you wrote, it is unclear what kunka did. Either he cheated the casino somehow, and in that case, the casino doesn't need to return him his deposits. In case he was just marked as a high-risk player without the evidence, and his deposits will be returned, then I believe he should also be compensated for the tournament that he missed.
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2 years ago
Hello kunka,
Please kindly note that we can only see that your account has been permanently closed and that the request regarding the withdrawal and compensation is currently under review by the relevant team.
Other than that, we don't have any further or new information for you.
We know our replies are becoming repetitive, but there really is nothing we can do from support, except ask you to be patient and wait for their reply. The relevant team will let you know their final conclusion, as soon as they reach it.
Our apologies for the inconvenience.
Kind regards
PokerStars Casino
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2 years ago
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I do not understand why you answer that you do not know anything and not the employees of the department who deal with these things ...
however, I deduce that these competent people never came to check my profile and therefore the ban came automatically. what can I say more ...
Is there a statutory maximum time frame during which you are obliged to pay me compensation? I was reading some lawyers who said 180 days.
Matej, do you say that I should start the chargeback procedure of all the deposits I have made? because I see that pokerstars does not even collaborate between their internal departments, and it is not known, if and when they will give me something back!
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2 years ago
Usually, chargebacks are possible till 90 days from the transactions. I would at least check that info from the payment provider you used. However, the chargeback is considered a fraud in online gambling - so I would keep that as a last resort option.
Dear Pokerstars casino representative, could you please provide some time frame for when the relevant department will let Kunka know about the conclusion of the investigation? I believe he should be informed about it.
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2 years ago
Hello kunka,
We sincerely regret that you have not yet received an answer.
The case has been urgently escalated once again to the relevant department and will be treated with the highest priority which means you will be contacted in the possible shortest timeframe.
Thanks again for your patience.
Kind regards
PokerStars Casino
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2 years ago
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I believe little! Who knows how much time will pass ... Come on, hurry up and solve this mess of yours that you have made!
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2 years ago
Dear Kunka,
Only the relevant casino department truly knows what is happening and when or if they will release your balance. In this situation, I would recommend you contact the casino's regulator.
Dear casino representative, I strongly recommend you improve customer support in situations like this. At least an explanation and time frames would be nice.
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2 years ago
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I wrote an email to stars usual reply, nothing new and concrete 🙁 
they see that the case is in this department, but does the control department itself exist? Do they work one day a year? I don't think there is such a huge line with urgent cases.
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2 years ago
Dear kunka.
Please submit your complaint to the casino's regulator (MGA) here:
https://www.mga.org.mt/support/online-gaming-support/
And please confirm that you submitted the complaint to the casino's regulator.
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2 years ago
Thank you very much, kunka, for the confirmation.
I am closing this complaint now as unresolved with classification: waiting for the regulator's decision.
Please reopen the complaint when you get a final response from MGA, and I will close the complaint accordingly with the regulator's decision.
