PokerStars Casino - Player's asking for a deposit refund.

Hi 

I have a major complaint to make about this casino

on the 18th of june i spoke to someone on chat support and told them to close my account as i have a gambling issue

my account was temporarily closed until yesterday when i emailed someone asking them to open my account 

my account was opened straight away ! and i was able to deposit 700 euro today! 

now that goes against every safe gambling law in the world - my account should have been permanently closed and blocked and not re opened

I would really like help getting my funds back as I should never have been able to reopen, deposit and play on this site again after making them aware I have gambling issues

I have included screenshots of the copy of the chat transcript when i informed them of my addiction

please help me

thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Could you please clarify if you currently have access to your account?

Have you tried contacting the casino regarding this issue and the deposit refund? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi

I am now currently unable to contact the casino

I contacted them by live chat support initially and they then immediately banned my account (which should have already been done)

now I have no access to live chat support as I can’t log in

I have sent several emails to them - I just received one email back from them saying that they have now blocked my account

now they won’t respond to any more of my emails and I have sent several to them

I have a copy of the original conversation I had with their support staff which shows I told them I had a gambling issue

(I think I already attached this - I can send again if needed)

the next correspondence I have is from the 24/6 where I sent an email to ask them to reopen my account as I was unable to log in at the time

they then sent me an email straight back to say your account is now reinstated

(no mention of any gambling questions being asked or anything) just received an email straight back from them within 5 minutes telling me my account was working again !

thanks

Hi

any update on this? Thanks

Thank you for your reply, babsbh. Are you able to log in to your casino account at the moment?

Could you please forward me the deposit receipts from deposits made after you informed the casino about your gambling problem? Also, is it possible for you to forward me the live chat transcript? I would like to see the exact date when this conversation took place.

Thank you in advance.

Hi

I’ve just received an email from PokerStars that they are refunding the money back to me - this can be closed - thank you

Great! Do you wish for us to keep this complaint open until you receive a refund or should we close it now?

Hi I recieved the refund this morning so it can be closed now - thanks

Awesome news, babsbh. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.