PokerStars Casino - Refused to refund my deposit

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PokerStars Casino
pubblicato il 25 gennaio 2021

I deposited cash into Pokerstars, and then submitted a withdrawal on the same evening without using the money. They have sent me an email saying that they refuse to return my money without me wagering it. Here is the text from the email.


Hello rachelmc7,

Your recent withdrawal has been canceled and the funds returned to your Stars Account.

To maintain the high level of integrity associated with our products, and as an automated control to remain compliant, players are unable to withdraw funds from deposits, without first wagering these at least once (x1). Any return (including winnings) from the bet or buy-in will be automatically cleared for withdrawal.

We thank you for your understanding and cooperation.

Regards,

Stars Security

AskGamblers
pubblicato il 25 gennaio 2021

Dear @rachelmc7,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed deposit refund.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

pubblicato il 25 gennaio 2021

Hello RachelMC7,

Thank you for reaching out.

After reviewing your account, we see that you have received a bonus and free spins for your deposit, but you have not wagered any of your deposited funds.

Now that you have used these, we expect you to wager your funds once, before you request a withdrawal.

This is mentioned on the website:

https:­//w­ww.p­ok­ers­tar­s.c­om/­pok­er/­rea­l-m­one­y/c­ash­outs/
Under 'Other Withdrawal Information'

Should you have any further questions, you can contact us via the Help button on the website.

Kind regards
PokerStars Support

AskGamblers
pubblicato il 29 gennaio 2021

Dear @rachelmc7,

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 Reclami

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  • 2 giorni risposta media
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