PokerStars Casino - Player's account is blocked with no support available.

Hello

I deposited there 20€ over Skrill. My account got blocked and I was asked to send proof of identify document. I uploaded it over contact form and my account got verified however this was over 2 weeks ago but my account is still blocked.

I can't contact pokerstarts because everytime I use contact form I get unexpected error, their livechat support does not exist same as email contact form...

I can't even withdraw my money because I didn't do turnover, what is hilarious when attempted to request a withdraw I got popout "Internal Error (293/5046). Please contact support@pokerstars.eu. Include the above Internal Error number in your correspondence." but when I wrote message to provided email I got automatic reply "Dear bengerardlyo,

This email address is no longer active. If you have anything you want to ask us, contact our Support team. "

How this casino can be serious if they don't even have customer support??



Dear bengerardlyo,

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 were you a player of the casino and when exactly was your account blocked? 
• Was there any previous activity on your account before or after your deposit?
• Have you attempted to use the contact form multiple times from multiple devices? With what result?

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

Hello Tomas

1. I created account on 12.08.2024, account got blocked just after I made deposit on same day ( Skrill account is under same name and data as my pokerstars account)
2. No I registered and only made deposit
3. Yes as I told I tried everything with same result, their customer service does not exist.

Thank you very much, bengerardlyo, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear bengerardlyo, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite PokerStars Casino representative to join this conversation. 

Dear PokerStars Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello

The issue has been resolved since the error in contact form disappeared. I've contacted them and I was told I have to confirm my email address. After all I get everything to work.

Dear bengerardlyo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru