PokerStars Casino - The player's account got blocked.

It's been 1 month since I deposited at PokerStars and they just froze my account, I try to contact support, but they always send me the same message, it seems like it's even spam, I just want my money, it's absurd what they're doing, they don't give me any position and no deadline, I want a solution for my case.

Hello rondfer88,

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 your account is already verified and is yes, since when exactly? Was it your first deposit into the casino? Since when are you registered in there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning,

my account was verified on 01/31/2023, it was my first deposit, I have been registered since 01/29/2023. I talk to the casino daily and they always give me the same answer, it's absurd what they are doing with the customer, they blocked it and they don't give any support. I will send the images with the day of registration and the answers they always give.

Thank you rondfer88 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rondfer88,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite PokerStars Casino to join the conversation.

Dear PokerStars Casino,

Can you please provide more information regarding the player's blocked account?

Hello rondfer88,

Thanks for reaching out. We are sorry for the issue.

As you have been informed by our Security department your account has been temporarily restricted while it's undergoing a routine security review. Unfortunately, the Security department can't discuss the specifics of the case until it's completed.

We understand that you'd like to solve this quickly. However, they need to look into the situation in detail, and this affects the time frame needed for a resolution. Rest assured you will be contacted as soon as the review is complete. Please kindly keep an eye on your inbox for further updates.

Thank you for your understanding and patience.

Kind regards

PokerStars Casino

Hi PokerStars.

I want my problem resolved, it's been 1 month since I deposited and you just blocked it for no reason, you are harming the consumer and taking the money for no reason. I am very disappointed with this service, even here on the complaints site you send spam messages, I want my money! I can't take this situation anymore, I need my money, and you just took it, what an expensive disappointment! Please casino guru, help me with this situation is very disrespectful!

Dear rondfer88,

I understand your frustration, but I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC or AML lightly.

I understand that these processes can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

I can only advise you to please be patient and I'm sure the casino will come back to you once there is any progress.

Hello everything is fine.

The big question is that they released my account, I did all the verification according to the site's rule, and even so they blocked it and they don't give me any support, it's always a spam response, nobody comes and says the real problem, it's 1,163 dollars, yeah my money and they simply allocated themselves, a lack of respect for the customer

Dear rondfer88,

As I mentioned before, I understand your frustration, but the "blocking" or "freezing" of a player's account while undergoing a routine security review is nothing unusual. Your balance should still be in your casino account until the security check ends.

Sadly at the moment, there is not much that can be done and we have to wait until the check ends.

I have my fingers crossed that it won't take much longer 🤞

Dear PokerStars Casino,

Can you give us any update, please?

Hello rondfer88,

Unfortunately, the relevant department is still reviewing your account and we cannot influence the timeframe needed for that review.

Again we ask you to please be patient, you will receive a reply via email as soon as they have more information for you.

Kind regards

PokerStars Casino

Dear rondfer88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, so far my problem has not been resolved, it's been 2 months and I always get the same response from PokerStars, several people going through the same problem, I just wanted my money back, what a regret!

I'm sorry to hear that, rondfer88.

Dear PokerStars Casino,

We know that the relevant department is working on this and that the process takes time, but can you give us any update, please?

Hello rondfer88,

Unfortunately, we don't have any new information for you.

We have checked your account with the relevant department. They apologize for the duration of this review and explained that it takes time to be reviewed and addressed appropriately, and that is being addressed diligently and in the shortest possible time.

You will receive a reply via email once the review is finished.

Your patience is highly appreciated.

Kind regards

PokerStars Casino

Dear rondfer88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello good afternoon

I have already sent all the necessary documentation and so far the support has not confirmed anything to me, I want to know about my situation, it will be 3 months without solving the case

Dear PokerStars Casino,

We understand that the verification process can be complex and it takes time, but we are approaching a rather unusual time frame, without any real development and the delay is starting to show signs of intentional stalling on your side which we can't consider fair.

Please provide any information on why the process is taking so long. What you can do to speed the process up?

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.

Hello rondfer88,

We can confirm that the relevant department is reviewing your withdrawal request and will contact you once they are ready.

The documents you sent have been accepted and for the time being, they don't need any additional documents.

We apologize for any inconvenience this may be causing you.

Kind regards

PokerStars Casino

Thank you for the response, PokerStars Casino.

Dear rondfer88,

As per the casino's response, all your documents were accepted which is a good sign. Sadly at the moment, there is not much that can be done and we have to wait until the whole check ends.

I have my fingers crossed that it won't take much longer 🤞 Please let me know once you receive your winnings.

Dear rondfer88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning!

my process has been going on for 3 months and no response from PokerStars, my money is there and no one gives me a position, honestly what a difficult situation, I already sent everything and no one gives me a position on my case, it's always the same answer!

Dear rondfer88,

I fully understand your frustration and agree that this whole situation is taking much longer than it should, but KYC is a very important and essential process. None of the fair licensed casinos takes KYC lightly. I have my fingers crossed that it won't take much longer 🤞

Dear PokerStars Casino,

We know that the relevant department is working on this and that the process takes time, but can you give us any update, please? We are approaching an unusual time frame, without any real development and the delay is starting to show signs of intentional stalling on your side which we can't consider fair. If there is no real development in the next couple of days we will be forced to close the complaint as ‘unresolved’ which may negatively affect your rating as well as advise the player to submit a complaint to the regulator.

Dear rondfer88,

We can confirm that your account is still under review by the relevant department. Unfortunately, there are no updates on your case for now.

We know our replies are becoming repetitive, but there really is nothing we can do from support, except from asking you to be patient, and wait for their reply, as they say, they are treating it as a priority and will let you know their final conclusion, as soon as they reach it.

Our apologies for the inconvenience.

Kind regards

PokerStars Casino

Dear PokerStars Casino,

As I mentioned numerous times We understand that the verification process can be complex and it takes time, but the process is ongoing for over 3 months without real development which we can't consider a fair practice and we are forced to close this complaint as unresolved for now.

Dear rondfer88,

I fully understand your frustration and agree that this whole situation is taking much longer than it should. Even we have not received any additional information about the delay in the process and are forced to advise you to contact eCOGRA here (https://ecogra.org/contact-us/). eCOGRA is an approved ADR by the Malta Competition and Consumer Affairs Authority and the next step would be to contact Malta Gaming Authority (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

We will close this complaint as Waiting for the regulator's decision. I understand this is not a satisfactory solution to your issue, but under the current circumstances, there is not much else that can be done from our side. We will change the classification of the complaint according to the official decision from the Gaming Authority. The casino can reopen this complaint and resolve it anytime.

If you need any further assistance with anything else feel free to send an email (michal.k@casino.guru) and I will do my best to assist you.

We wish we could be of more help.

Best Regards

Michal

Dear rondfer88,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by eCOGRA or MGA, we kindly request you to forward us their official statement at michal.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Michal

Dear rondfer88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear rondfer88,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru