Ag Awards

PokerStars Casino - Account Closed While Bonus Active With No Further Information

Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
KieranA01 United Kingdom
Posted on February 13, 2019


I submitted a complaint previously about this issue. It was rejected due to not enough information being available, so I will try to explain in detail.

There is a welcome offer where you deposit $500 to receive a $500 bonus. You need to deposit $500 and then you buy into the bonus with $250 cash. Therefore, you are left with $250 cash and $750 bonus to play with.

I played on the slot Starmania and I was winning, so my bonus balance increased to $11805. They froze my account whilst I was playing, so I could not play on any games to fulfil the wagering requirement on the bonus.

I was asked to verify my account, so I sent the requested documents and then received the email below:

"Hello Kieran,

Thank you for your email.

In line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts.

We regret to inform you that your Stars Account has not passed this recent screening process, which has resulted in its permanent closure.

8.1 In addition to our other rights set out in this Agreement and under law, if you materially breach any term of this Agreement, we may: (a) terminate your account; (b) immediately freeze or block your access to the Service, part of the Service, or to any other service offered by the Stars Interactive Group; (c) and/or take legal action against you.

We retain authority over the issuing, maintenance, and closing of accounts on the Sites. Our decision with regards to any aspect of your account or use of the Service is final and shall not be open to review or appeal, subject always to your right to refer any unresolved complaints to the independent disputes resolution process set out in Section 11 of this Agreement or to bring a claim against us in accordance with Section 13.

Our Terms of Service can be found on our website at:


In order to withdraw the remaining funds, we do still require a clear copy of your most recent utility, phone (landline only) or internet bill showing your name, address and statement date. If you do not have utility bills in your name, we will be happy to accept a bank or credit card statement which displays your current address, your name and a recent date (no older than three months).

Please also send us a digital photograph of you holding your identification document (in your hands, close to the face). This ID must be legible and the same document that you have already sent us, so that we can complete the verification of your Stars Account. We request this information to compare yourself with the photo identification provided.

Please ensure this photo clearly shows your date of birth and the date of issue and expiry.

Should you have any questions, please do not hesitate to contact us.



Stars Security"

I sent the new proof of address and ID as requested, together with this message:


Please see the attached documents as requested. I have blocked out sensitive information. I have a bonus balance on my account of 11850. Please unlock the account ASAP, so I can finish the wagering requirements left on the bonus. I do not understand why you have closed my account.

Thanks and regards,


I received a reply:

"Hello Kieran,

As stated in our first email, we won't be reinstating your account. Please login to withdraw the remaining balance.



Stars Security"

The remaining cash balance is only $250, so I then asked how to escalate the complaint and I received exactly the same reply.

Therefore, I am left with a cash balance of $250 and a bonus balance of $11805 that I cannot play with or withdraw.

I hope this clarifies the situation and that they will allow me to finish the bonus wagering requirements.

Thank you for your assistance.


Posted on February 19, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

PokerStars Casino Complaints

  • 101 of 159 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,833 USD avg amount

Have trouble with PokerStars Casino?

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy