PokerStars Casino Review

The player from Algeria was struggling to send verification documents to PokerStars Casino. Despite multiple attempts, the documents were not reaching the site, causing transmission failures. We asked the player to clarify how he had attempted to send the documents and if he had contacted the casino about the issue. However, due to a lack of response from the player to our queries, we were unable to proceed further with the investigation or provide potential solutions. The case had been rejected, but the player retained the option to reopen this complaint in the future.

The player from Mexico stated that shortly after they created an account and made a deposit in a casino, their account was flagged and deleted, with the casino stating it didn't exist. After reviewing the player's communication, we found out that the account had been created in the player's mother's name, which was against the casino's terms and conditions. This resulted in the player's complaint being rejected, as most casinos are strictly against creating accounts in someone else's name. We advised the player to be more careful when creating a casino account in the future and suggested they contact the licensing authority if they disagreed with our opinion.

The player from Brazil had experienced a restriction on his account due to an alleged connection with his ex-wife's account. Despite multiple attempts to resolve the issue through emails and document submissions, the issue had persisted. However, shortly after he submitted a complaint to the Complaints Team, the player reported that his account had been unblocked. We had confirmed that the player's issue was resolved and subsequently closed the complaint.

The player from Spain had suspected that there might be inconsistencies affecting the fairness and transparency of PokerStars' casino games. She had been maintaining a record of her gameplay and had intended to share this with the mediation team for analysis. We had informed the player that we could not proceed solely based on her descriptions and had suggested she read our article about Payout ratio (RTP). We asked for more information to strengthen the case but received no response from the player. Consequently, we were unable to investigate further and had to reject the complaint.

The player from New Jersey was unable to make withdrawals from an online casino, receiving only automated messages asking for justification. Despite efforts to understand and resolve the issue, the player did not respond to our inquiries. As a result, we were unable to investigate further and had to reject the complaint due to lack of player's cooperation.

The player from Brazil had had her account locked due to suspicions of connections to multiple accounts, including her son-in-law's. After several unsuccessful attempts to explain the situation and seek account closure and reimbursement, she filed a complaint. The issue, which had been ongoing for about a month, was finally resolved with the assistance of the casino.

The player from Romania had won a $2,500 ticket through a $109 tournament satellite, but his account had been frozen due to a security check. The player had been waiting for the casino to reopen his account in time for a live event he had signed up for using the won ticket. After he submitted his complaint, he provided the requested information. Following this, his account was reopened by the casino. The player confirmed the resolution of his issue and gave permission for the complaint to be closed.

The player from Brazil had experienced problems with Pokerstars. Despite having submitted multiple documents for account verification (KYC), he had not received any feedback and was facing a potential account block in five days. His attempts to communicate through the chat system had been unsuccessful. The Complaints Team had attempted to investigate the issue but was unable to proceed due to lack of response from the player. Therefore, the complaint had been rejected.

The player from Italy had deposited 910 euros into his online casino account when it was subsequently blocked. Despite having provided the necessary documents for review, the issue had remained unresolved since December 28. The player later reported that the issue had been resolved.

The player from Poland participated in the Wheel of Prizes promotion at a casino where he did not receive promised extra spins due to a technical error. The casino's support team acknowledged the issue but miscalculated the owed spins to the player's disadvantage. Despite repeatedly communicating with the casino, resolution is still pending after weeks.

The player from Spain, who had taken a 3-year break from a gaming app, faced issues with account verification after recharging his account. Despite having submitted all requested documents, his account remained inactive. The Complaints Team had explained the importance of the Know Your Customer (KYC) process to the player and asked for details about the documents he had provided. However, the player failed to respond within the given timeframe, which led to the complaint being rejected. The issue remained unresolved due to lack of further communication from the player.

The player from Finland requested account closure due to a gambling problem; however, the casino allowed him to open a new account eventually. When he lost 87 euros and questioned why they allowed him to play, the casino blocked him and refused to discuss the issue or refund his money. The issue was solved less than a week after the casino representative was invited to the thread. The complaint is resolved.

The player from Portugal had difficulties withdrawing his winnings as his payment method remained under verification and Poker Stars had not provided consistent information regarding the timeline for the verification process. The player submitted all required documents and even lodged a complaint with the Portuguese authorities. However, due to the lack of response from the player to our follow-up queries, we were unable to investigate further and had to reject the complaint.

The player from Portugal had his account restricted by the casino's security department for two weeks. Despite having submitted all the requested documents, the issue remained unresolved after almost 15 days. The player had provided proof of IBAN and deposit as requested by the casino. The Complaints Team had attempted to mediate the issue by contacting the casino and extending the resolution timer, but the casino failed to respond. As a result, the complaint was marked as 'unresolved', potentially affecting the casino's rating negatively. The player had been advised to contact the Gaming Regulation and Inspection Service Portugal for further assistance.

The player from Argentina had reactivated his PokerStars account, made various deposits totaling up to 15,000 USD, and had won up to 97,000 USD. When he had attempted to make his first withdrawal, the casino had requested verification documents, restricted further withdrawals and deposits, and eventually locked his account. Despite the player's numerous inquiries, the casino had maintained the account restriction without providing clear explanations. We had reached out to the casino for further clarification and evidence on the matter. After some time, the casino had allowed the player to withdraw his winnings but kept his account blocked. The player had confirmed receipt of his funds, and the issue had been resolved.

The player from Slovenia has faced a withdrawal delay since August 10th, with the casino citing a third-party company investigation. The player made two separate transfers of 1,100€ and 600€, with the latter being returned due to incomplete bank details. The 1.100€ transfer remains unresolved. The issue has been resolved successfully.

The player from Croatia has been using Pokerstars for over five years. However, the online casino has recently requested further verification, which has been pending for more than three weeks. In addition, the player's multiple emails have not been answered and their account will be frozen in three days. The issue has been resolved successfully.

The player had made a deposit of €20 to Pokerstars via an instant transfer which had been debited from his bank account, but it had not appeared in his PokerStars account. Despite efforts to resolve this issue through chat and email, he had been unsuccessful. We had suggested the player contact his payment provider for an investigation as the casino could not assist in this matter. The issue was later resolved when the deposited amount was credited to the player's PokerStars account. We then marked the complaint as 'resolved' in our system.

The player from Spain experienced a problem with double-charging for a top-up at the casino. Despite sending bank confirmation, the casino only acknowledged one top-up and subsequently blocked her account, keeping 25 euros. The issue has been unresolved for more than ten days and the casino is not responding to emails. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Spain had faced a frozen account after attempting to withdraw her winnings. Despite having contacted the casino's support email, she had not received any response in three days. After submitting a complaint, she had provided additional details about her account and the requested verification process. The casino had requested a photo of her face with her ID and additional documents like a bank statement or a utility bill. However, she had faced difficulties as she lived with her parents and used an online bank, which the casino did not accept. We had requested further communication from the casino, but the player did not respond. Consequently, we were unable to investigate further and had to reject the complaint.

The player from Bulgaria registered in the register for persons addicted to gambling. However, she was still able to access her account and deposit money. The complainant confirmed that the case had already been submitted to the regulator. Therefore, the complaint was (temporarily) closed as unresolved until we are provided with the regulator's final decision. Later, the complaint was updated to resolved because the player informed us that the obligations were settled approximately a month after the complaint closure.

The player from Slovenia accumulated winnings which were later confiscated. The casino claims the winnings were not legitimate because the game malfunctioned. Since the casino informed us that they cannot provide us with the necessary details and information to sufficiently review the issue on our side, we advised the player to consult one of the casino's ADRs or MGA and to provide us with a confirmation of a submitted complaint. However, this complaint was later rejected because the player did not respond to our messages and questions.

The player from Japan had the account blocked for an audit after accumulating a substantial win. The account checks took longer than expected, however, the player has confirmed that in cooperation with his payment method provider and customizing the limits, he received the funds approximately 2.5 months after the account block was made. The complaint is resolved.

The player's account got blocked for unknown reason. The complaint was closed as we are waiting for the regulator's decision. We have reopened this complaint after more than 3 months to check with the player to see if the issue has been resolved. Although it seems as though this issue has been resolved, as we haven't had a further response from the player to confirm this, we are, unfortunately, forced to reject this complaint.

The player from the US experienced some technical difficulties. The casino blocked his account due to suspicion of a gambling problem. Since this didn't affect the player's real money balance, we were forced to close this complaint.

The player from Ukraine had his account suspended during the poker tournament. Subsequently, he was accused of being connected to another player and the account was blocked together with the remaining active balance.

The player's account got blocked for an unknown reason. The casino stated that the player's account had not passed a recent check and was now closed permanently. They were unable to provide any further explanation for security reasons. The player's balance withdrawal request was also being reviewed and they would be contacted by e-mail as soon as possible. After some time, the player's withdrawal was processed and they received their payment. Consequently, the complaint was closed as 'resolved'.

The player from Ireland requested an account closure because of gambling issues, however, the casino reopened her account. The casino refunded the player's deposits, therefore, we closed this complaint as resolved.

The player from Finland has requested a self-exclusion. Unfortunately, the inquiry was ignored. After the complete examination of the case, we came to the conclusion that the complaint was unjustified.

The player from Italy has been accused of opening multiple accounts. Admittedly, her partner had an account in the same casino. After a closer examination, we ended up rejecting this complaint as unjustified.

The player from United Kingdom is experiencing difficulties verifying his casino account due to missing proof of income. After a closer examination, we ended up rejecting this complaint as unjustified.

The player from Canada is experiencing difficulties withdrawing her winnings due to ongoing verification. After a few months in the resolution process of this complaint without any glimpse of success, we saw the verification process to take too long and decided to close this complaint as 'unresolved'.

The player from Bulgaria was unable to request a withdrawal via bank stransfer because allegedly 24 hours had not passed since his previous withdrawal request was processed. The player was later able to withdraw his funds via another payment method. The complaint was closed as 'resolved'.

The player from United States has his account in negative numbers due to unsuccessful transactions. The complaint was closed as unresolved as the casino did not respond to us, therefor we could not continue solving the issue.

The player from Greece experienced some problems with the games. We rejected this case because it isn't possible to prove that the connection issue was on the casino's side and the casino didn't gain any advantage from the player's loss.

The player from Greece has requested a withdrawal, unfortunately, it has been pending due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Bulgaria had his account suspended in the middle of a tournament, after confronting the casino about software issues. We’ve rejected this complaint as per the player’s explicit request.