PokerStars Casino - Playing Privileges Have Been Revoked Unproperly

Hi MEGAFISH.JK,

Thanks for reaching out and we're sorry to hear this.

After reviewing your account, we see that there are 2 issues going on.

Firstly, you have been in contact with our Responsible Gaming team since March 13th, regarding the concerning comments you made, and we see that your latest reply is in the queue with the team. They will review and handle your reply as soon as possible, but please understand that this takes time, as we take responsible gaming very serious, and that the team is extremely busy at the moment.

Also note that, every time you add another message to your email, your case will go back to the bottom of the queue, and your reply will take longer.

Secondly, you have requested us to permanently close your account on March 17th, which we have to do if we receive this kind of request. But we also have asked you several times to withdraw your winnings. Until this date, you have not withdrawn your funds, you keep telling the team about the outstanding issue but they are unable to help you, they can only handle the account closure request.

We've spoken to the Responsible Gaming team, and they've now sent you an email regarding the permanent closure of your account. Please reply at your earliest convenience, once received, they can continue with the other issue.

Thanks for your patience, and we hope the issue can be resolved soon.

Kind regards,

PokerStars Casino

The "concerning comments" I made were asking the dealer to "help me". Do you honestly think that was a serious comment and not a sarcastic one? I've explained numerous times that this was sarcastic, and advised you guys that if comments of those nature are a concern for you, I can simply stop using the chat option. The whole point of the online casino is to give a real casino feel, and frankly interacting with dealers is one of them.

I have asked SEVERAL times, if you guys are planning on re-instating my account's playing privileges. IF you guys are/do, then I wouldn't need to close my account.

If you guys don't, then why wouldn't I close my account?

You guys have failed to answer my questions/issues and concerns in full with every response I've gotten from you.
I've expressed before that it is not my ideal choice to close my stars account, yet you guys are being extremely uncooperative and helpful.

Please when you reply to me, read my email in full, and not just little bits and pieces.

So to summarize my emails again, and maybe this time you'll read it fully:

My preferred option is for me to get my playing privileges back, as I feel they were revoked unfairly. The COMMENTS I made were asking the dealer that I needed help on a sizeable "bet" on Blackjack. This is EXTREMELY common behaviour, most often made in sarcas­tic­/in­ter­active manner. Everyone knows that the dealer has no real impact on the game, nor are they able. I was asking the dealer to bust... what about that comment made you feel uncomfortable with allowing me to play on your system after 7 years of doing so?

So if you guys give me back my playing privileges, I can simply refrain myself from making those comments and we can move on with all this matter.


Again, to re-iterate. I only asked to close my account IF you guys don't plan on re-instating my playing privileges. Which, judging from the amount of time it takes between replies, and the minimal EFFORT that's been put into your replies (all generic copy and paste messages), it doesn't really seem like you want to achieve.

This is really really disappointing, considering where I am in your loyalty/bonus chest programs and the years of patronage I've given to stars, and how I have ALWAYS spoken up for Stars and said that they were always great and staff having been helpful in the past.

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.

Hi MEGAFISH.JK,

Thanks for reaching out.

After reviewing your account, we see that your reply to the email from the Responsible Gaming team is in their queue to be reviewed.

However, please note that they asked a specific question, do you still want us to close your account permanently? But your reply is not very clear. A yes or no would help a lot and once received, they can handle the issue regarding your account.

We will do our best to speed up the reply for you, but because the team is extremely busy, we are unable to give you a time frame for their reply.

Kind regards

PokerStars Casino

To Pokerstars... you have literally repeated the same messages over and over again.

Please learn to read what I am saying.

If you guys aren't planning on re-instating my account and giving me my privileges back, I don't see a reason to keep my account open. So the decision is on you.

NO, I do NOT want to close my account, since I enjoy playing on pokerstars, but if you guys aren't planning on letting me, then why would I keep it?

Hi MEGAFISH.JK,

Thank you for reaching out again.

And thanks for your replies.

We understand your frustration, however, please note that we have repeatedly explained to you, that your email with your issue, is in the queue with the Responsible Gaming team.

We have also explained that they are the only ones who can help you with the issue, and to kindly be patient and wait for their reply, as they are extremely busy at the moment.

On top of that, we have explained that every time you send us another message, your email and issue will go back to the bottom of the queue. The team is receiving all your messages, and they all have to be reviewed, so the reply from the team will take longer.

Because of all the above, the team has not yet been able to review your issue, and make a decision weather to allow you to play again or not.

If you would like a reply from the Responsible Gaming team, please wait for their reply, without sending any further emails.

Regards,

PokerStars Casino.

I haven't sent any additional emails...

Hi MEGAFISH.JK,

Thank you for your reply.

We've reviewed your account and emails with the relevant team again, and we see that no decision has been taken yet.

We ask you again to kindly be patient, and wait for the reply from the team. We understand that this is frustrating, however, these reviews take time and the team is handling many more cases then they normally do, that is why it is taking as long as it is.

Kind regards,

PokerStars Casino.

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.