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PokerStars Casino - No contact from casino

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Missing Funds
Amount £ 200
Skyline1992 United Kingdom
Posted on August 18, 2020

I made an account at PokerStars over two months ago, upon loading a deposit the account was auto locked out for security reasons. Iv tried logging in to talk to the team but no response. Iv sent several emails to try and get them to resolve the issue but still nothing. Since this happening iv decided to take a brake on gamstop and has made it even harder to get intouch with them. I just want my deposit if £200 refunded to the card I deposited with.

Skyline1992 United Kingdom
Posted on August 21, 2020

After submitting this complaint I swiftly got an email from poker stars which I was happy to hear they where going to refund me my deposit which Iv been asking for for over 2 months. At the time £200 was $238. After the struggle of being messed about by the casino for such a long time the price of the dollar changed and I got refunded but was short around £20. How is this the customers fault ! The casino should refund the currency that was deposited as it’s not my fault it’s taken over 8 weeks to even get in touch. I highly encourage anyone thinking of playing here to avoid this site. Iv player at a lot of online casinos and this is the worst customer service I have ever experienced.

AskGamblers
Posted on August 21, 2020

Dear @Skyline1992,

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.

Skyline1992 United Kingdom
Posted on August 21, 2020

I still consider this complaint open as they haven’t refunded me the correct amount. The time frame it took to refund the amount isn’t the customers fault. Iv been asking for a refund since the day I opened the account.

AskGamblers
Posted on August 25, 2020

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on August 26, 2020

Hello Skyline1992,

Thank you for your email.

After reviewing your account, we can see that we made an exception in letting you request a withdrawal, without wagering your deposit. Because of this, we are unable to make an exception to our policies, regarding the exchange rate, which you can read below.

We frequently review our policies across all areas of the business including our deposit and withdrawal facilities. We, like any business, are subject to foreign exchange charges and do our best to reduce this cost to the bare minimum. We listen to customer feedback and closely monitor those rates and associated costs. Foreign exchange charges are not new to our online business.

In the last few years we have monitored foreign exchange closely and applied a small margin where and only when deemed necessary on a variety of currencies. We are confident that the foreign exchange rate plus margin applied to your selected currency is very competitive, if not better than that offered by most banks, card issuers and other payment providers.

Please note that as per our ‘Real Money Transaction Processing and Currency Conversion terms and conditions’, for deposits and withdrawals in most currencies, we will add a special margin to the mid-market exchange rate provided by XE (Source XE).

For more information please visit this link:

http:/­/ww­w.p­oke­rst­ars.uk­/po­ker­/re­al-­mon­ey/­pro­ces­sin­g-e­xch­ang­e-t­erms/

We hope that this answers your question.

 

Regards

 

Anke

PokerStars Support

AskGamblers
Posted on August 26, 2020

Dear @Skyline1992,

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.

PokerStars Casino Complaints

  • 129 of 169 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,818 USD avg amount

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