PokerStars Casino - Player's account has been closed without explanation.

I got 3 free spins, i played them and won around 2 euros, I got those 2 euros and played sweet bonanza 1000 and got lucky on my 4th 25c spins i was doing by winning 700euros through hitting the bonus to which i immediately withdrew into my skrill account leaving only 50euros. Then the next day I was still on a rush so i was playing the 50euros winning some, withdrawing, then loosing all and depositing and on and on it went.

I was using 2 apps to deposit my money with, wise and skrill then suddenly at 6pm on the same day ( which is the day after I won the 700euros, 2 weeks ago ) they locked my account, locked a withdrawal of 30euros I had pending and another 65euros still in the account. Till today, 9/13/24 I still have my account locked and being told to wait because my account is going through security checks, and i am like but why ? And they are like, wait wait wait, you'll get an email when its done, and I am still waiting and waiting and all of the customer help chat is always telling because my account is still being checked and its a horrible experience, the worst one.

I have never ever experienced such a treatment where a company or whatever, makes me feel like a criminal. The thing is when clients deposit their money, no security checks and drama is involved, but it seems that once someone hits either a bonus or maybe because I used 2 different ways to deposit my money in, they just treat you like ***. Endless emails using the same template saying I have to wait and wait.

Dear reubenphotography,

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. 

Could you please advise how long have you been a player of the casino and when was your account verified? 

Did the casino suggest there is an issue with your winnings 700€ being investigated?

What games did you play to accumulate your winnings? (slots, live games, betting on sports) 

Did you achieve your winnings with the help of a bonus? 

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

Hi Thomas thanks for your reply. I got 3 free spins, played on one of the games listed I could choose from, I chose a random one, won, 3euros something, spinned them at 0.25 each spin on sweet bonanza 1000, hit the x1000 bonus and got 700z withdrew 650 with no problems at all. Next day, while still hyped up started playing small bets of 0.25 to 0.50 each spin to which I was winning and loosing equivalently, then at 6pm I got locked out with a withdrawal of 30 euros still pending and 68euros still in my account, and its still is till this very day.

Today, for the millionth time got this email :

Hello Reuben,

Thanks for writing us.

We are sorry to hear that you are experiencing this type of issue. We understand how frustrating this can be.

We confirm that this situation is still under review by the corresponding department. Your case is still under review.

Our aim is always to quickly provide support our players. Depending on the complexity of the case, it may sometimes take longer for us to provide a complete resolution, however, we guarantee that we will contact you once the review is complete.

We appreciate your patience and understanding.

If you have any other difficulties or need additional information, please contact us. We are here to help you 24/7.

Regards,

Tiago

Anti-Fraud Team

Today again, they went on with the need to wait and wait and so rude on the chat its unbelievable. Can somebody really help me get to the end of all this chapter ? I cant take their arrogance anymore.

I’ve been dealing with this issue for almost four weeks now, and my account is still locked with my funds withheld. Despite my constant attempts to get this resolved, all I keep hearing is that I need to wait. FunCasino, in comparison, resolved a similar issue for me in less than five minutes, while PokerStars has been dragging this out for far too long.

I’ve already spoken to the Malta Gaming Authority (MGA), and they informed me that PokerStars has violated at least six out of eight regulations that you, as a company, are required to follow. I’ve also escalated this situation to Reuters, so it’s only a matter of time before this story gets out to the public. The way I’m being treated is unacceptable, and it feels like you’re handling me like a criminal rather than a customer.

What’s even worse is that I’ve been unfit for work since January after going through a very serious abuse case at my workplace. This entire situation with PokerStars has made things much worse for me, triggering all the abuse I endured. I’ve been under immense stress, and your treatment has only amplified that. This is the worst my condition has ever been, and it’s unacceptable.

I need to understand what’s going on with my account because being locked out for this long, along with having my funds frozen, is outrageous. Every time I reach out, I’m told to wait for an email from the "special team." I want this resolved now. This has already turned into a major case, and I’m regularly updating my CasinoGuru review with each new delay.

I expect my account to be reopened tonight, and I want my money back. On top of that, I’m seeking compensation for the mistreatment I’ve received throughout this ordeal. It’s insane that a company making billions in revenue is holding onto my funds. I’ve spoken to my lawyer, and if you cut off communication with me again, I’ll take further legal action. As a client, I’m well aware of my rights, and I’m not going to back down.

This case is already hot, and I’ll make sure it gets the attention it deserves if you don’t cooperate.

Thomas please help me through all this and help me get back all i deserve, my account, my money and a compensation for the mental distress they induced on top of what I am trying to heal from. Should you need papers regrading my condition from my professionals I will provide all. Thanks Thomas.

Hello reubenphotography,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank You

Thanks for your patience.

Could you please clarify whether you completed account verification in the casino?

Latest update is this. Apparently I had an old account, so old I had forgotten about it, and it was hacked. The balance is -55 euros to which they told me I have to pay them. I got an email with a temporary password to log in to which I thought its for the new account where I have my funds in, but it was for the old account. This is gonna take forever. Customer care ain't active or don't wanna talk to me. How they can allow an account to go with a minus balance ? I am lost and tired to be honest.

Could you please forward any communication supporting your case and specifying the allegations against you? Share screenshots here or send the information to my email at tomas@casino.guru

Hello reubenphotography,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Please send me the communication between you and the casino regarding the arrangement you agreed on. My email is tomas@casino.guru

Dear Tomas,

I am writing to express my frustration and seek clarification on an issue that has been ongoing for some time. I recently created a new account as I had forgotten about an old one. After using the new account for a short period, I was unexpectedly blocked. Following numerous messages and emails, I was informed that my old account had been hacked and carried a negative balance of around €45.

We came to an agreement to transfer the funds from my new account to the old one to clear the negative balance, with the remaining funds available to me. I complied with this process, and everything seemed to be resolved. However, shortly after I resumed playing, my account was blocked once again for "multiple accounts."

This has left me frustrated, as I believed the issue had been settled, and now I am uncertain how to proceed. I have lost hope in resolving this matter on my own and would appreciate your assistance in finding a fair solution.

Thank you for your attention.

Sincerely,

Reuben

Thanks for the update.

Kindly send me the exchange between you and the casino regarding the issue so we may better understand the situation. My email is tomas@casino.guru

I apologize, but in the event that your login has been compromised, there is limited action that we can take. Regrettably, cyber crimes are becoming increasingly common, and our best advice to all players is to exercise additional caution with regard to suspicious emails and safeguarding their login details.

I'll await your reply.

Dear reubenphotography,

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.

Hi Reuben, hope all is well with you!

We confirmed that your account was fully reinstated and you have been playing normally. Thanks for your preference and collaboration during the process.

Regards,

PokerStars Casino

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.