The player from Spain had her account suspended after being associated with another self-excluded player. After some time passed Casino paid out player's winnings.
PokerStars Casino - Player’s account has been frozen.
Amount: €2,150
PokerStars Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, my problem is that they associated me with a player who supposedly I have a close relationship with him, they frozen my account, well the point is that the player is a friend of mine I try to log in from my device and he was self-excluded for 180 days and he was The self-exclusion ended yesterday, 8/31/2020, after that I tried to open a session and it had already been frozen, I have been more than 20 days and now without response
Thanks for your mail.
Unfortunately your account will remain restricted until the self-exclusion period ends on the aforementioned account due to the close relationship. For this reason, we ask you to be patient and to contact us once the self-exclusion ends.
If we can help you with anything else, do not hesitate to write to us.
Sincerely,
Sai
Stars Support
You are receiving this e-mail because you are a client of The Stars Group (TSG), which operates brands accessed through the Stars account.
For more information, visit http://www.starsaccount.net/es/
Malta Address: Villa Seminia, 8, Sir Temi Zammit Avenue, Ta 'Xbiex, XBX 1011, Malta
Isle of Man address: Douglas Bay Complex, King Edward Road, Onchan, IM3 1DZ, Isle of Man
Automatic translation:
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3 years ago
Dear Tekito,
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. Have you been using the same IP address or a device in the past as the other player? Are there any funds being held by the casino? When was the last time when you were logged successfully into your account?
Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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3 years ago
Translation
Very good, if my friend tried to log in from my device, and after he logged out, they frozen my account because I was self-excluded, the self-exclusion ended 2 days ago, I send emails to PokerStars and they are completely ignored When I have friends who send them emails and they answer them instantly and they ignore me, I have € 2,150 withheld and I can't even play I think I deserve the same treatment as the others, the last time I can log in was on the 13th of August from there I have only received a copy and paste, that until the issues with the player are resolved ***** my account will not be activated, well I have finished the self-exclusion and I have not answered the emails for 3 days , I have sent them another email to see if there is luck and they answer me, why do I have the feeling that neither emails go directly to the spam folder
Thanks greetings
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3 years ago
Dear Tekito,
Could you please advise if you have asked for a self-exclusion or your friend?
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3 years ago
Translation
Good morning, my friend asked for a self-exclusion for a long time that ended 08/31/2020 that is, 3 days ago on August 13, I was at my house playing a slot session, my friend came to my house and told me that if I left him my device to see if he already let him enter his account well in summary I let him the device he logged in saw that he was letting him log in and after that I tried to access my account and it was frozen next to my € 2,150 I contacted him support and they told me that until the self-exclusion of my friend's account will end that I could not re-enter my account that when it will end I will contact them, my friend sent an email on the 31st and They reactivated the account, a few hours later my friend contacted me to tell me that I already had an active account, I sent an email and another email was ignored the next day and it was also ignored today in the morning. I sent another email and at the moment I still do not answer, I do not imp ith no type of self-exclusion, my account has been open for at least 2 months and is fully verified, they asked me for my ID, registration, utility bill and everything was correct
Thank you for assisting me
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3 years ago
Thank you very much, Tekito, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Tekito10,
I looked at your complaint and will do my best to help you. I would like to invite Pokerstars Casino into this conversation. Can you please specify what is the problem in this situation?
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3 years ago
Translation
Good afternoon viliam
The problem is that they ignore my emails, I have my account frozen with € 2,150, they related me to a player who came to my house one day and opened his session with my device, he only opened it to see if he would let him in. he auto-inserted an exclusion period when he saw that I let him in instantly I closed the session, when trying to access my account I missed a pop-up message that said that my account is frozen that I contacted PokerStars support, I got in touch and They told me that my account would remain frozen until the issues with the player ***** were not resolved after that I sent more emails and they replied that the account with which I have a close relationship had a self-exclusion period imposed until It will not end I could not re-enter my account not make any type of transaction after that I sent another email where they asked me for more documents to prove my identification I sent them later they only sent me a copy and paste of q ue until the issues with the player were resolved ***** I could not access my account. I had patience, on 08/31/2020 playing ***** informed me that the self-exclusion was over, I sent An email like they told me that since the self-exclusion ended that they will reactivate my account as they said, I have all the information well saved, since then I have sent emails and they do not solve the situation, they only tell me that they have a large volume of Player emails and why are they delayed but they do not solve the situation, I have € 2,150 in my account and the experience I am having with them is really bad, I am outraged with the customer service treatment why it seems that they are passing the ball to each other and in the meantime I'm still waiting
Thank you for telling me
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3 years ago
Translation
Good afternoon after numerous emails, today they finally returned my account, and I have already taken the money, you can give the complaint as resolved, thank you for attending me
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3 years ago
Dear Tekito10,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
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