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PokerStars Casino - Closed my account without paying available balance of funds

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Amount $ 8783
Posted on June 27, 2019

I requested to close my PokerStars account, submitted my ID documents and then requested a withdraw. I had over $8k CAD in my account.

20 days later I received an email from PokerStars stating that my account had been permanently closed. There was no mention of paying out the funds in the account.

I instantly replied to the closure email and cc’d poker stars support. I stated that my funds have not been released and asked how it was possible to close my account without paying out my funds.

I have tried to reach PokerStars and PokerStars support over many different forms of social media and have send multiple emails.

It’s been over a week since my account was closed and still I have not heard anything back! Please help!

AskGamblers
Posted on September 22, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PokerStars Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on September 22, 2020

Hello Jchaud,

Thank you for reaching out and our apologies for the delay in our reply.

After reviewing your account, we see that you have been in contact with the relevant team regarding your account and that you were informed that it was closed permanently, in July last year.

The funds on your account, CAD 8,783.00, were processed on 30-07-2019, and should have reached you 3 to 5 working days after that. If you still have not received them, please let us know.

Should you have any other questions, please let us know.

For now we wish you a nice day.

Kind regards

PokerStars Support

AskGamblers
Posted on September 22, 2020

Dear @jchaud,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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