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PokerStars Casino - Withdraw problems and playing privileges revoked

UNRESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Declined payment
Posted on May 30, 2020

Hello,

I have no idea what is happening with poker stars these days. Last week I have verified my account for a 2nd or 3rd time over 10 year time lapse. Well everything went smooth. I was able to verify, and cash out everything with less than 24 h. And then it started:
Yesterday I have deposited 1000 usd. via skrill. Deposit was accepted without problems:
1. I could not load any games, because my playing privileges have been revoked for some reasons. OK.
2. I cant cash out because every deposit have to wagered, but how can I wager if playing privileges is revoked.
I assume everything will last 30 or even more days. How the hell they are able to take my deposit without problems, and not let me cash out because of they rules, which they forced me to not complete. My account is banned or frozen, I have no problems with it.
Seems like I can only deposit, but cant play, and cash out. Come on there's has to some laws to protect me I assume.

Posted on June 1, 2020

Dear WOOHEE,

We are sorry about this situation. As you have already been informed by the Responsible gaming department, the restrictions on your account are due to the concerning comments that you made in your communication with us. We can confirm that they received your reply and will get back to you on it as soon as possible. Thank you for your patience in the meantime.

Kind regards
PokerStars Casino

Posted on June 1, 2020

As I mentioned, I have no problems with my restrictions. I have problems with Your behavior:
1. I was not informed about a restrictions by any form.
2. This lead me to make a deposit, which I could avoid if I would have been informed.
3. Now my account technically is not restricted I can log in, and even deposit which is even more strange least to say. But I can't cash out which I would do in no time if I would be allowed. Even after You will allow me to play, promos which was rarely attractive at Your site is already gone, a lot of time wasted, and I have to wager to amount X before I will be able to do it.
4. Now I have to wait for Your fast service, to get my money back, Your act's is completely opposite than what You are trying to say me by email. (I will not go for details in public)
Your apologizing (copy paste phrase) for being very busy, and not able handle all queries You get. Is not an excuse for all this situation which we do have now. This purely Your mistake, and miss communication. Arguably getting monetary value from it (this is of course my opinion, not a statement)

Posted on June 1, 2020

Dear WOOHEE,

You have just been contacted via email. Kindly check your inbox and follow up accordingly. Thank you.

Kind regards
PokerStars Casino

Posted on June 1, 2020

Answered. Waiting further actions required.

Posted on June 5, 2020

This doesn't seem to be solved anytime soon.
I sincerely do not understand Your position here by any means. Please read this carefully, and reply to my questions straight, and honest. Please cooperate with me as I do with you.
1. I have no problems with my playing privileges revoked. Investigate it, and let me know when I am not restricted again. OK
2. I know that by standard my deposit has to be wagered, no problems here. OK
3. Why was I not informed about my restriction before or during the deposit process ? I could avoid depositing money. NOT OK Your comment required
4. Why I can't cash out, it's pretty much Your fault, that I can't wager, this is not a standard deposit / wager situation. NOT OK Your comment required

PokerStars Casino Complaints

  • 137 of 171 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,797 USD avg amount

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