PokerStars Casino - Player’s active balance became negative.

My account balance is negative (-104$) and PokerStars refused to update it to the zero. Because of it all my tourneys tickets was expired and there's some bonus coins on the account which can be transferable to USD immediately. I was making deposits with my visa deposit card from FNB bank (personal checking account). When I log in to my account some time later I saw the reason of my issue. I know for sure, that account I closed after 10-12 days after I played there. In the bank they checked that there's no pending transactions. And even if any will happen after I leave the branch, bank will send it by mail with final bill.

Pokerstars (PS)says that my money never left my account.

Than I asked them: Did you try to charge my account?

PS: We don't do it. It's our payment processor- Paramount. And they provide information about 5 transactions that they don't receive payments.

Me: Please, provide me information when I did deposits and when your payment processor said that couldn't complete transactions. I requested to investigate that, but they ignore it.

Dear Andrey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your deposited funds have never been credited to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Andrey,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

May I ask to explain how is working- casino account with negative balance? It's like a credit or a loan? Payment processor company Pokerstars- Everest and my bank First National Bank. Now it's more than half a year account with negative balance. Is there any policy or insurance in that process? Thanks!

Thank you very much, Andrey, for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask PokerStars Casino to join us and help us resolve the player's issue.

I couldn't figure out about the negative balance casino account, what does it mean? Probably, close to overdraft? I believe it should be regulated or written in the agreement(I didn't find), thanks.

Dear Andrey,

The possible cause of your negative balance should be that your deposit never arrived to the casino just as they said. Could you please send us some kind of bank statement that you have deposited successfuly - from your bank account and also deposit history in the casino. Please send it to nikolas.b@casino.guru. Thank you in advance.

What I figure out about.

first national bank, account freestyle checking 735631772. On june 12 2020 I did closing withdrawal 51.72$ and account was closed june 15 2020 with balance 0$. To receive statements costs 5$/page, I don't have access to them or account there. 800-555-5455 phone number, fnb-online.com.

I see that timer updates again for the casino to respond. Looks like that they just don't care about... I would like to know about next step, thanks...

We will still try to get to touch with them. However, if we won't receive any respond from the casino in the given time, your only option will be to contact the licencing authorities and ask them to resolve the issue. Extending the timer by 7 days to give the casino one more chance to respond to us.

I am going to follow up with Stars Group to verify some information. However, the overall impression I have from your case, is your account has been suspended, and you will either need to pay $104 to bring the account current and then add funds to use it, or you will have to provide proof with a bank statement, that the money was taken from your bank account and lost somewhere between your bank and that of Stars Group. The $104 would be considered a debit, as that is money you owe (you used those funds after the deposits were made but before the funds were actually approved by your bank).

As I stated I will get a little more clarification from Stars Group as to whether your account will be usable once the $104 balance has been satisfied.

Thank you,

iGaming Compliance Representative

Bureau of Gaming Operations

PA Gaming Control Board

Dear CasinoDefolt,

As I mentioned before, looks like your deposit did not arrive to the casino so you have to either deposit the negative balance to play or prove the casino that you have deposited to the casino by providing them a bank statement.

Unfortunately, we haven't receive any answer from the casino yet to solve this issue. We will try to contact them again but if we won't be able to get respond within the next 7 days the complaint will be unresolved. Do you have any news from the iGaming? Are they in touch with the casino?

iGaming?

You have sent us the answer from the iGaming Compliance Team in your previous responds.

Unfortunately, we haven't receive any answer from the casino for over 2 weeks. I'm really sorry we could not help you more with your issue but since the casino is non-responsive with us, there isn't much we can do. I would recommend you to turn to licencing authorities if you wish to continue resolving your case. Also please do not hesitate to contact us if you will come across any other issue in the future, we will gladly try to help you out. The complaint will now be closed as "unresolved", which could also negatively affect the casino's rating and other players may read about your negative experience.

Best regards,

Nick

Casino.guru