PokerStars Casino - Player's newly registered account got closed.

WOOOOWWWW!!!! IS THIS REAL?! I just made a new account at this casino IT'S MY FIRST TIME HERE and JUST AFTER I DEPOSITED my account got flagged and deleted says it doesn't exist THEY ROBBED MY DEPOSIT!!!! IS THIS REAL??

Dear angieccee,

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. 

• Do I understand correctly that you didn't place any bets after you deposited?
• Did you deposit $10 (dispute value)?
• Do you have any proof that you created an account at this casino such as a confirmation email?

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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello thank you, yes I have email proof I created the account and the deposit receipt too ($10)..I can't even get access to the account I have NO IDEA why they just decided to suspend or delete I don't know what they did! I couldn't even access to ANY GAME after deposit! I just find this so ridiculous! they were answering my emails suddenly stopped and are requesting too many documents WHICH you can't even upload to the page it has errors everytime! I sent them through email and I just was told they were going to review them..but I do not have every document they are asking for and at this point I just want a refund! I do not wish to play there anymore!! thanks for your help🙏🏻

Thank you very much for your reply, angieccee. Could you please forward all the relevant communication between you and the casino and the confirmation email to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you I sent you an email, I told them I couldn't provide the document they are asking for because it doesn't exist, they havent replied since yesterday (my time)

they don't want to tell me why they closed my account and refuse to give me a refund OF MY MONEY even though I explained that document DOES NOT EXIST. They are scammers!!

I see that you mentioned in your email that the account was created in your mother's name. I checked the General T&Cs and I found this:

6.1.5 register the Account in your own name, on the basis of your own freely made choice, and solely for your own personal use, entertainment and benefit, not on behalf of or at the direction of anyone else; ...

The player's profile doesn't fill itself up on its own which leads me to believe that it must have been you, who entered the incorrect name in some way or another. Unfortunately, in this case, we are not able to proceed further as it would be impossible to prove otherwise or to complete the verification. Most casinos are strictly against creating accounts in someone else's name even if it was an unfortunate accident, and we are not in a position to penalize them for it. I can only recommend that you are more careful next time you create a casino account.

If you disagree with our opinion, you can always try contacting the licensing authority as they have more tools and options to help.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.