The player from Austria is experiencing difficulties contacting the casino after his account has been closed. Player’s complaint is now resolved.
PokerStars Casino - Player’s account has been suspended without an explanation.
Amount: €600
PokerStars Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Package Star 1 x and again. I have newly paid angemolden 600 euros. Then my account would be suspended, I send documents no response all day.
No customer chat, I can not write anything because there is no longer an email address. Only goes through the contact form (but I can not log in).
Keep your fingers away from the casino
Automatic translation:
Public
Public
4 years ago
Translation
After 2 days my account was reopened. Communication is not very good at Pokerstars. I then played my 600 euros to 840 euros with blackjack, then set game limits so I can not lose anymore.
After that, payment was requested, after several complaints I was then paid the money.
Mail from Pokerstars, they wanted to know why I was paying :-), the payout was delayed.
Hi,
Your recent withdrawal has been canceled and the funds have been credited back to your Stars account.
We ask you to explain why you want to withdraw your money immediately after making a deposit.
We are obliged to know the reasons for money movements on our site. We need this information to comply with the applicable policies and safety regulations.
Your recent deposit and subsequent payout is unusual, as we are not a bank or money transfer service provider - deposits should be used to participate in our gaming operations.
Unusual deposit and withdrawal patterns require more information about the case.
Thank you for your understanding and cooperation.
Many greetings,
Stars Security Team
Edited
Automatic translation:
Public
Public
4 years ago
Dear Wolfgang,
I’m very sorry, it looks like due to a technical problem, my initial reply was not uploaded to the website. Please allow me, to thank you for submitting your complaint. I’m sorry to hear about your troubles. I have tried to find an email address on the casino’s website, but as you wrote, there is a contact form available only.
I’m happy you were able to reach the casino. Did you reply to the email from Stars Security Team? If yes, could you forward your response to me (my email address is petronela.k@casino.guru)?
Best regards,
Petronela
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