PokerStars Casino

I moved to Romania and I contact PokerStars.uk about migrating my account to PokerStars.ro I have provided documents and they have been accepted they confirm they transfer is done and they asked me to download PokerStars.eu client and proceed with moving my account from there but it’s not working I have contacted PokerStars support many times and they keep asking to log in PokerStars.eu and to proceed with my transfer.i have emailed them many times with screenshots of this glitch and they keep asking me to do the same thing over and over again to log in PokerStars.eu but it’s not working.

$900

Migration confusion

Account freeze delay

I sent an email to PokerStars requesting to freeze my account due to a gambling problem.

It took them 12 days to respond and freeze my account, which I think is an unreasonable amount of time.

This time resulted in several gambling problem deposits and issues because my request was not responded to within a reasonable time frame.

I have contacted them, and they have promised to get back to me, but several weeks have passed since I sent the message on November 17th.

Resolved

€273

Not withdrawal

Hello sir can you help me.

Hello, it has been a very long time since my PokerStars account was restricted. I have submitted all necessary documents and detailed explanations, but my account has not been fully restored. A very long time has passed since my account was restricted—it has already been 9 months. I have sent all documents and explanations requested by PokerStars, but they keep saying 'your account is undergoing a security check.' This is an extremely long time—9 full months have passed, yet they still haven't resolved my account issue. Also, please hide my player name and email address on AskGamblers so that others cannot see them."

Not being able to access my account

$1,457

Dear AskGamblers Team,

I am filing this formal complaint against PokerStars with the utmost urgency. I understand a previous submission may have been rejected; however, subsequent events have escalated the situation to a level of deliberate psychological abuse that I believe constitutes a Responsible Gaming emergency and requires your intervention as mediators.

My case is not about a simple payment delay, but about a documented pattern of conduct by the operator designed to inflict maximum stress and emotional harm.

Before narrating the facts, I want to make it clear that I have evidence to support every point I am about to mention. I have the entire chronology fully documented; therefore, this case is not an attempt at defamation.

Detailed Summary of the Pattern of Abuse:

The obstruction process from PokerStars has included multiple acts of bad faith, but I wish to focus on three key events that demonstrate a pattern of manipulation:

First Deception (May 26, 2025): After a month of a frustrating verification process, I received two official emails from PokerStars informing me that my account had been "reinstated." However, upon attempting to withdraw my funds, I discovered the account was still restricted. When I complained, they responded that the account was under a "security review," proving the reinstatement notification was deceptive.

Second Deception (June 8, 2025): The pattern repeated. I received another official email assuring me my account was verified and active. Again, this was false. The account remained blocked.

The Final Low Blow (July 11, 2025): This was the most cruel and calculated act. The sequence of events was as follows:

a. The False Resolution (11:32 AM): I received an email from agent "Saketh" with "very good news," confirming my account was reinstated. This time, I was able to log in, giving me a real sense of relief and resolution.

b. The Cashier Trap: My sole intention was to withdraw my funds and end my relationship with the site. Upon accessing the cashier, all my withdrawal requests were blocked with an "unexpected error" message. Access to my money was still an illusion.

c. The Live Chat Stall: Seeking help, I contacted live chat. An agent deliberately kept me waiting for 30 minutes without providing any solution, increasing my anxiety.

d. The Punitive Closure: At the end of the wait, and without any explanation, my session was terminated. When I tried to log back in, the final message appeared: "Your Stars Account has been closed."

Analysis from a Responsible Gaming Perspective:

PokerStars' actions constitute a total failure in their duty of care and clear psychological abuse:

Deliberate Emotional Manipulation: The pattern of falsely reinstating an account only to block it again is a manipulation tactic that creates a cycle of hope and despair. It is extremely damaging to any player's well-being.

Creation of a Hostile and Unsafe Gaming Environment: A responsible operator must ensure a safe environment. PokerStars has done the opposite, creating an unpredictable, stressful, and punitive experience.

Punishment for Attempting to Withdraw Funds: I was penalized at the exact moment I tried to exercise my right to withdraw my own winnings. This is not only unfair but sends a dangerous message to the entire player community.

Requested Resolution:

I request the mediation of AskGamblers to achieve two objectives:

The immediate release of all funds that PokerStars is wrongfully withholding in my account.

That this pattern of conduct be investigated and formally recorded as a serious Responsible Gaming failure to warn other players of the psychological risk involved in dealing with this operator.

I trust that your platform will recognize the severity of these tactics and the need to protect players from this kind of abuse.

Sincerely,

Hi,

Issues with withdrawal of £6923.37 via bank,
Never had any issues with withdrawal in the past. It's under review, all the time I contact customer services I'm being told I will receive an update as soon as possible, but can't provide the timeframe. All previous withdrawals were pretty much instant without any issues

$150

Withdrawal issuess

I Can't withdraw my funds because my accounts restricted for the last 6 weeks

£6,923

Hello, I'd appreciate some help with an issue I am having.

My pokerstars account as been restricted for a routine security review for 6 weeks.

I can log in to the site and see my funds but when I try buy into a game or withdraw my funds, I get a pop your account is temporally restricted pending a routine security review. These usually last a few minutes, I emailed them 2 weeks ago ill attach it below and have still received no reply.

I also messaged them on twitter last Wednesday and received no reply. I will attach that as well.

6 weeks absolutely no information to why they suddenly restricted my account after 12 years apart from an automated email on the 21st of jan basically saying the same thing as the pop up your account is restricted for a routine security review.

Resolved

$732

PokerStars froze my withdrawal and then closed my account leaving me unable to access my funds

I withdrew the amount of £858.75 which I was told was being withdrawn in three separate methods

1 - £8.00 to my Skrill account (Instantly) - (Successful)

2- £197.00 to my Much Better account (Instantly)- (Successful)

3 - £653.75 to my Skrill accent (Within 72 Hours) - (UNSUCCESSFUL)

Within 24 hours of my withdrawal request I had received two emails. One stating my account had been flagged for a random verification check and the second saying that my withdrawal and the second stating I needed to provided verification that I was the owner of the account said funds were being withdrawn to.

I replied to both emails with more with everything they asked for yet they have not replied or withdrawn my funds to the method they initially stated. It’s been 5 days and I still haven’t been able to speak to someone about the issue.

Resolved

£654

Not withdrawal my dollar

After playing slot games on the PokerStars Casino website, my winnings are more than $5,724.11. But the pokerstars security team closed my account I can't get the remaining dollars in my account 2023-12-11 I received an email saying that you have permanently closed my account, so please withdraw the money. I have sent all the required documents but after a long time no reply security team- received On 01-18-2024, in order to withdraw money, please send a bank statement with information to withdraw money. I sent the documents as requested On 19-01-2024, I received an email asking me to send the bank statement of the ending 5203 completed card. I sent the documents as requested On 02-28-2024, please send me a screenshot showing the information of the internet bank that I use. I sent the photo as requested But on 04/23/2024, I was told that the address on your document does not match the address on pokerstars, so the document is not being accepted. because I contacted pokerstars live chat operator contacted Jeswina Jeswina checked my pokerstars account address but my pokerstars account and documents address matched she is told me 2024-05-06 I received an email from Pokerstars saying that your account is undergoing a security check, but my account already 2023-12-11 permanently closed pokerstars security team told me your account permanently closed because so please withdraw the money. I have sent all the required documents for 6 months passed but I can't withdraw the money 6 months ago, when the decision was made to close my account permanently and withdraw the money now 6 months after sent all the documents and requesting why again checking my account My account has already been checked and it has been decided that it will be permanently closed.

Casino has not paid out my winnings for six months

$5,742

Hello!

My PokerStarsCasino username : < username removed >

After playing slot games on the PokerStars Casino website, my winnings amount to more than 2000 dollars

I was asked for documents to verify my account. All the requested documents I provided six months ago.

I was patient for two months, but did not receive any answer or money.

Then I wrote a complaint to the PokerStarsCasino and soon received the following response ( Jun 6, 2023 ) from a representative named Alex. The letter read as follows: Hello Iurii, I can confirm that we already have all the requested documents from you. As far as I can see, your case has been properly escalated to the appropriate team who will be reviewing your account.

I received another letter from Dan, two months later (Aug 16, 2023 ). The letter read as follows: Hello Iurii, In order to consider your Withdrawal request we will need you to first confirm the payment method you would like the funds to be sent to.

I sent all the details and profile photos of the Neteller payment system wallet.

Six months have passed and I have not received my winnings. Please help me solve this problem.

Best Regards,

Iurii

$2,000

PokerStars Casino Complaint Stats

Resolved 209 / 224

Avg. Amount $3,421

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

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Player Rating

5.5/10 ● 67 reviews

Top reviews from our players

tonymont

10/10

One of the best online casinos. A great selection of slots and top providers can be found. Great support and fast payouts.
I can recommend it to everyone! I recommend the Hungarians the best.

artistic89

2/10

Excellent poker software.
Nice markets for betting with OK odds.

They are holding my funds because I am traveling from Malta - Sweden.
They email me asking why I have logged in from another country (No different laws regarding gambling -btw)
Didnt use any bonuses while betting.
Took them 6 days to reply on the email where I ask where my funds are.
They then request documents on the 1st of January - I email them on the 4th. No reply yet. No confirmation on that they received them or nothing. If you want fast payments and you appreciate good service, don't play here. ( All I care about)

NeWbZs

9/10

A lot of games, slots, poker and love tables. The software is great and depositing en withdrawls are quick.

Cant play on my phone. Sometimes the lobby freezes.

Torgeirnydal

6/10

Decent casino. What I love is that they are serious and trustworthy. Also kool that they provide their very own jackpots.

Stupidly slow withdrawals. It is seriously off putting that they use several days to process a withdrawal. It's 2017, wake up

fb_10156380638495521

8/10

Fun poker site for playing low level poker, some good slots, good platform for transferring money to casino, poker, sportsbets... I tend to play low level limits... so play for fun.

What annoyed me was when you deposit and withdraw - changing euro to dollar you lose out on currency exchange, I only worked this out when I wondered why my profits where 100 dollars less overall the year- due to depositing and withdrawing at different rates - rather than the same rate... this was fixed, after contacting them, but was too late to recoup losses. (thats the euro and dollar part for deposits). No warning tho for players on deposits and can save money.

oriole

1/10

They are the biggest company in the online gambling business, I guess it's a pluss.

None or very bad promotions. Their social media team is horrible. They will run contests and not pay out to some people for no reason. When you try to contact them they completely ignore you. I can provide proof if anyone wants to see it. Overall stay away from this company unless you are too lazy to find better options.

maximquaye

1/10

My feedback refers only to the casino section of the site and there is nothing positive to be said. Read below

I have played in many sites but WHOA this one just gave me the worst experience ever. Starting with the sign up and their 200% match bonus it was hard to navigate as the balance on the top right wasn't reflecting.
I deposited 30 pounds which gave me $117. Dollars to play with. Why Dollars ?
Moving to their games, there is a poor section of selected Microgaming games, some of the biggest games are missing, reels spin in different way, some musics backgrounds are missing. Half of the games would not even start, stating I need to update my flash player where its already up to date ! I was playing on Mac but decided to try on Windows too - same thing. Half of the games would not start.
In regards to the payouts - This is what killed me. I tried maybe 5 games (all that worked) on different bets. Never got a bonus, never got a 20x+ win. Games are sucking money, giving the minimum payouts, not to talk about free spins, which did not occur.
I would not be returning there. They might know a thing or two about poker, but in casino department - they are pure zero. AVOID !

This was supposed to be a fun night for me. But it is the first time in my live I regret putting money in a site.

VonXinga

6/10

Hi, I would like to share my experience with you guys of this pokersite. For me it's one of the best online poker site in the world. The withdrawal is very fast (2-3days). The support is also very friendly and take the time to explain if you have some issues. Good casino to play poker. I recommend.

My bad experience in this site was on the casino section. As I tried this casino for the first time the slots payed very well and the bonus round too. I make some good wins but until I make my first withdrawal. After that the casino pays less and less. They kicked me out several times when I hit bonus rounds on slots and after I contact support they tell me the problem was my internet connection. LOL. One time I hit the bonus round on jack and the beanstalkfor 2 times, both pay me 150- 200 $. as I hit the bonus the 3 time, the bonus round stopped and a window appear saying I was kicked out from an administrator. Tried to reenter the game but not possible. As I contact support why, they lie to me, saying that nobody kicked me out. I should wait 30 min than enter the game again. So I due and the bonus round gave me 5$. after complain they give me 15$ for compensation. Thats not the only issue I experienced on this casino, overtime I played now they will give me very time a bonus on start and after that nothing more until my account is on 0. I think this casino don't let you win to much and certainly not more than they. I don't recommend this casino.

kris3006

1/10

Ok I download the casino it luck like fine... poker... ok slots... ok.... not so meny games but they are fine

But I download the casino becouse I want to play in game STEAM TOWER in the internet site the game is walible but if I dowload the casino ..... was not there ...that is big minus from me

Dear KRIS3006, Thanks for taking time to write the review. I can see that you are based in Denmark. For Denmark, unfortunately, we still do not offer the full PokerStars Casino experience, due to the Danish licence restrictions. We will certainly expand our offering in that region when the time comes and all our players from Denmark will be informed accordingly. Thanks and regards Yvette Grima PokerStars Casino

PokerStars Casino 9 years ago

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