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PokerStars Casino - Account frozen after €5 deposit from Romania

REJECTED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Amount € 5
Posted on July 27, 2020

So, like a week ago I deposit an amount of money (5euros) they are not a big amount,but i worked for them and i don't want to get scammed by such a big company.After i deposited the money, my account got frozen and didn't got any warning that i will get my acc frozen.After a week of e mails, no one responded and I think that's dissapointing because they are a huge company, with such a bad customer service.Of course I want my money back, if they were 1$ or 100$ still my money and want it back.The payment was made via paysafecard, i contacted them, but they can't do anything, and i hope i will get my money back.!

AskGamblers
Posted on March 3, 2021

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on March 6, 2021

Hi arb7x112,

Thanks for reaching out, and our apologies for the late reply.

After reviewing your account and previous correspondence, we see that we requested document on 02-08-2020 because we noticed you had opened more than 2 accounts. They were received, processed and accepted your documents on the same day.

On 10-08, we requested you to confirm the bank account so we could process your manual cashout. We received the requested information from but the BIC number was wrong. We sent you several emails with an explanation of what a correct BIC should look like, but until now, we haven't received it.

A BIC code is an 8 to 11 long code of alphanumeric symbols, like this:

BTRLRO22BTS is the one for the BANCA TRANSILVANIA S.A. in CLUJ-NAPOCA in Romania.

We will need to receive yours in order to be able to process your manual cashout.

We look forward to receiving your correct BIC code, so we can proceed.

Kind regards
PokerStars Casino

AskGamblers
Posted on March 8, 2021

Dear @arb7x112x,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required information has already been sent to the PokerStars Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the information or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

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