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'.
PokerStars Casino - The player's account got blocked.
Amount: €1,900
PokerStars Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
PokerStars Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
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mark all as read
• 4 HOURS AGO
Radka replied to your forum post "Hello, I come back to this forum again for the same...".
• 19 HOURS AGO
Congratulations! You have earned a new rank (Advanced Novice) for your activity on the site.
• 1 MONTH AGO
Your complaint (ID: 44723) has been closed.
• 1 MONTH AGO
New responses have been added to your complaint (ID: 44723).
• 2 MONTHS AGO
Anonymous user liked your user review "I created my account 3 days later I made a MuchBet...".
• 2 MONTHS AGO
Daniel replied to your forum post "Hello, I am Inès Audrey Echene and I am can...".
• 2 MONTHS AGO
Your forum thread "Error! I want my money" has been deleted by admin.
• 2 MONTHS AGO
Your forum post "To my surprise this morning my account was blocked..." has been deleted by admin.
• 2 MONTHS AGO
Your forum thread "Mistake or steal money" has been deleted by admin.
• 2 MONTHS AGO
Your forum post "Beware of this site. they blocked my account and t..." has been deleted by admin.
• 2 MONTHS AGO
Congratulations! You have earned a new rank (Advanced Novice) for your activity on the website.
• 2 MONTHS AGO
simonnatanael1981 replied to your forum post "This morning to my surprise my account was blocked...".
• 6 MONTHS AGO
Anonymous user liked your user review "I created my account 3 days later I made a MuchBet...".
• 8 MONTHS AGO
Your complaint (ID: 32310) has been closed.
• 8 MONTHS AGO
New responses have been added to your complaint (ID: 32310).
• 9 MONTHS AGO
Congratulations! You have earned a new rank (Novice) for your activity on the website.
Hello,
I come back to this forum again for the same problem!
In November 2022 I came to explain my problem with the POKERSTARS casino.
The casino had blocked my account for no reason yet I had finished all the checks and I had bet a maximum of 5 Paris and the box had blocked my $1,116.
After several complaints it was only 8 months later that I had a return and they authorized me to withdraw and it was in MAY 2022.
On July 5 I make a deposit this time in euro 2000 € I make a bet I am winning and they block my account again just after a game since the unlocking of my account! So on their site I've played barely 10 times and I've done a year with my balance blocked and they always tell me a 5 min routine check but that's months.
Currently since July 20222 my money is blocked and they do not ask for my Nothing neither papers nor documents nothing when I write to them I only receive automatic messages it has been 3 months that I have been there without an answer from them without a request for documents without anything.
Avoid this casino if you don't want to waste your money! This is the second time in less than a year
Edited by a Casino Guru admin
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2 years ago
Hello Audreyechene,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PokerStars Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if the previous complaint was resolved then? Did you receive the amount from the first one?
Also, did you use any bonus this time to accumulate your winnings? When was the last time the casino responded to you and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
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Hello Nick,
Yes the previous complaint was resolved 8 months after my account was blocked and I was able to take my money after that I told myself that I would have no more problems.
No I don't play with bonuses, I hate playing with bonuses.
Since July 5 my account is blocked and each time I write I receive an automated message.
Their last response was about a month ago.
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2 years ago
Can you please advise how much balance did you have there when your account got closed? Was it pure real money or did you use any bonus?
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2 years ago
Translation
It was my real money! 1900€ without bonus I always play without bonus.
I just received a message to say my account has been closed that my account did not pass the tests.
I do not understand a site where I have played barely 10 times and I had the account blocked for 11 months from November to June and blocked from July to now how could I have broken a rule?
This story is really too weird I feel it is a scam I just wanted to get my money back
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2 years ago
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I'm being robbed by PokerStars to avoid writing too much, I'm sticking my answer to their last email.
Hello,
Already let me tell you that lie all the way.
You don't make reviews on random accounts, you target accounts.
Because I CAN'T UNDERSTAND THAT I DEPOSITED ON YOUR SITE IN 1 YEAR I MADE MINIMUM DEPOSITS I ARRIVED AT $1116 ONCE AND €1900 IN 1 YEAR.
I HAVE USED THE ACCOUNT LESS THAN 10 TIMES IN 1 YEARS AND I HAVE NOT MADE A BIG WIN BECAUSE I BET A LARGE SUM TO MAKE A MINIMUM PROFIT WITHOUT RISK
SO FOR SOMEONE WHO HAS PLAYED ALMOST 10 TIMES IN 1 ON YOUR SITE MORE YOU DID NOT ASK ME FOR DOCUMENTS.
I REMIND YOU THAT ON NOVEMBER 05, 2021 YOU BLOCKED MY ACCOUNT 8 MONTHS LATER YOU ASKED ME FOR ACCOUNT STATEMENTS AND MY PAY SLIP WHICH I PROVIDED EVERYTHING.
WHY FOR 3 MONTHS SEE BLOCK MY ACCOUNT WITHOUT ASKING ME ANY DOCUMENT AND SEE COME AND TELL ME ONE MORNING THAT I DIDN'T PASS VERIFICATION BUT TELL ME WHAT VERIFICATION?
YOU DIDN'T ASK ME.
I DIDN'T BROKEN ANY RULES I JUST BED TO PLAY YOUR DECISION IS ARBITRARY IT'S STILL IN GOOD FORM
I JUST WANT TO WITHDRAW MY MONEY SO I WILL GIVE YOU A BANK ACCOUNT YOU WILL TRANSFER MY MONEY TO IT.
I DO NOT AGREE WITH THIS DECISION, I HAD READ TESTIMONIALS ON YOUR SITE BUT I DO NOT THINK THAT ME WHO AM IN RULES YOU COME TO STEAL ME.
I AM READY TO PROVIDE ALL THE DOCUMENTS YOU WANT BUT DON'T GET UP WITHOUT REASON TO BLOCK MY ACCOUNT AND MY MONEY.
HOW CAN YOU CLOSE SOMEONE'S ACCOUNT YOU DIDN'T ASK FOR?
ASK YOUR DEPARTMENT TO RESUME THE CHECKS.
TAKE THE WINNINGS I JUST WANT MY MONEY BECAUSE I NEVER BROKEN A RULE
HERE ARE THE RULES YOU LISTED BELOW.
a) I do not have multiple accounts
B) All the means used to deposit on my account are in my name and I can prove it
C) I never PROVIDE bad information when registering, the proof is that I have passed all the checks
D) I am not concerned
E) I am of the required age
F) I am in canada traveling for business in my country of birth the ivory coast and the jurisdiction does not prohibit anything here and even if, when I create my account I was in canada and I played several times being there is no reason to close my account
G) Never do that
H) Never do that
I) never
J) never
I'm asking you to give me my money back.
I'll send you an email if I don't hear back.
I will hire a lawyer against you and I will go to the forums to invite several people you have stolen from to file a complaint against you and we will see if TSG can cover up their thefts.
I SEE ATTACHED THE CAPTURES OF THEIR MESSAGE 
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2 years ago
Thank you Audreyechene for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Audreyechene,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite PokerStars Casino to join the conversation and participate in the resolution of this complaint.
Dear PokerStars Casino,
Can you please clarify the reason for the player's account having been blocked?
Kind regards,
Adam
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2 years ago
Translation
Hello,
I received an email 4 days ago saying that I was going to be reimbursed.
I provided the requested papers and since then I have been waiting for the refund I have not received anything
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2 years ago
Hello Audreyechene,
Thank you for the additional information. We will await a response from the casino, but if there are any further developments please do let us know.
Kind regards,
Adam
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Hello Audreyechene,
Thanks for your request.
Please note that in line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts. We're sorry to tell you that your account didn't pass this recent screening process and it was closed permanently. While we appreciate the disappointment caused by this information, this decision is final. For security reasons, the relevant department can't discuss the details of it.
The request for manual withdrawal of your balance has been forwarded to the relevant department for their review. You will be contacted via email as soon as possible regarding your request. Unfortunately, we are unable to provide you with a timeframe needed for their review or somehow influence it. We apologize for any inconvenience caused.
Thanks for your understanding and patience.
Kind regards
PokerStars Casino
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2 years ago
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So in short you will reimburse me but you don't know when!!!
You are very funny. You call it a casino! Everything is shenanigans with you, how can someone who provides complete documents tell you that he has not passed the checks!
On each casino where I was maximum 2 days to have a refund but you, you take time to answer the player see do what you want! In short I want my money as soon as possible and I regret the day I was able to go to your site
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2 years ago
Dear Audreyechene,
Can I please ask you if there has been any further communication regarding the refund of your balance?
Kind regards,
Adam
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2 years ago
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Yes and it's always the same message! To wait.. I can't understand why they take so long to reimburse me
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2 years ago
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Here is their last message. I'm tired of waiting, can't you step in?
********************
Thank you for your reply.
We confirm that your initial e-mail and your documents have been sent to the competent department. Your case is still under review.
We are constantly striving to provide prompt assistance to our customers. Depending on the complexity of the case, it may happen that the response to your message takes longer than expected.
We will contact you as soon as the verification is complete.
If you have any other questions, please let us know. We are here to help you
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2 years ago
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So far I have not received my refund and we are going in 5 months
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2 years ago
Thank you for the update, Audreyechene.
Dear PokerStars Casino,
Can you please provide an update on the status of the player's refund?
Kind regards,
Adam
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello Audreyechene,
We are glad to confirm that the withdrawal has been approved on the 19th of October. The funds have been sent to your Muchbetter account and you should have received them already.
We apologize for any inconvenience caused by the delay.
Kind regards
PokerStars Casino
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2 years ago
Thank you for the update, PokerStars Casino.
Dear Audreyechene,
Could you please confirm you have received the payment and that the matter is now resolved?
Kind regards,
Adam
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2 years ago
Dear Audreyechene,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. 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.
Kind regards,
Adam
