Poker Stars Casino— player complaints: 16 in English

I made some deposits and they said my message was wrong when I have proof it was right. Gigadat returned some of my deposits but they said two were deposited. Upon contacting pokerstars they said I spent the money so I asked for the history which showed two deposits but after the deposits there's no money. Then they start showing it down the history but it goes from a small balance such as .25$ then shows my deposits at a lower amount but will then disappear for a couple hands or spins and then appears again with a smaller amount again. Any deposits would show the deposit amount and then that amount continuously would either go up or down in amount as the history goes on. That doesn't happen with these two deposits. It shows the bonus amount I won and that amount is continuous but both my deposits that night were not. As well the times are off from the deposits and the email confirmation of the deposits. The support has done nothing and I have emailed numerous times with no reply except once to tell me the money has been played. It has not.

I have played with real money , after winning the amount I have withdrawal and amount of 1205 GBP ,withdrawal got refused and its been more than 3 months now , Every time I contact them they simply says I just need to wait for the response from their security team . It's been more than 3 months now , seems like they are least bothered to resolve my issue. I would like to request them to transfer my funds which are sitting in poker stars account. No one will be happy to accept the exemptions for 3 months long , and the working staff of PokerStars will they be happy if they don't get paid on time ?

Hallo i have issue on work , Pokerstars the casino pull up money from my bank account [EDIT]. Bw Bank Bic [EDIT]. Casino dont have lizenze in Germany and its ilegale to provide Banktransaktion in Germany. Casino ist von Malta and Germany is not alowed online casinos .Pleas payback all deposit to Pokerstars casino accaoun and return all deposit from Januar 2016 to Juli 2022. to my account im nachtse 10 days or i have to Sue Pokerstars casino Thanks

My complaint is that I informed PokerStars (via the contact method they suggest- their responsible gaming webform) that I have a gambling issue and that this is a duplicate account and they did not act on this and allowed me to continue to deposit I am from the UK but I am in Canada temporarily, for this reason I joined PokerStars via the .com site as I can’t play on the .co.uk site as I am on UK GAMSTOP. 3rd Dec- 11 transactions via Mastercard debit card (card registered in UK) 4rd Dec- I filled in the responsible gambling webform on the stars website stating this was a 2nd account, im on Gamstop in the UK, and that i have gambling issues. 4th Dec- automated email from Stars support stating this query has been forwarded to the appropriate team. 25th Dec- No response from PokerStars yet so email them asking why I haven’t heard anything and why my account is still open. I fill in a 2nd responsible gaming form. 4th Jan- I remove my deposit limits 5th Jan -8 transactions via Interact E-transfer (my Canadian Bank account). Didn’t even think that is be able to withdraw via this method as my PokerStars email is different from my Canadian banking one so they couldn’t even sent funds back to my account as the emails would match. 5th Jan- go onto live chat after losing and say why has this happened, ive filled in 2 webforms and sent emails about this matter so how can a responsible gaming issue be ignored. Live chat sends this to the proper team. 7th Jan- Response from stars support. Saying account is closed as per my problem gambling admission, and to provide the gamstop certificate showing I was on gamstop. 7th Jan- I respond to them stating its not about gamstop, its about you not actioning a responsible gaming request for over 1 month, and it wasn’t actioned until I went on live chat. 11th Jan- response from stars saying my original email is with the team for review. No response received yet. That was the last response. I have since emailed them on 14th Jan, 18th Jan, 26th Jan, 4th Feb, 19th Feb, 24th Feb. So you see my complaint is about PokerStars not acting in a timely manner to my responsible gaming webform. When I tell them it’s a duplicate acc and I’m on gamstop on the Uk they should have closed it instantly but they still haven’t acted, they only acted once I went onto live chat myself and told them in January. So for this reason I was requesting my deposits back for January after they allowed me to remove my limits., a month after I’d raised 2 responsible gaming webform and sent 3 email, My gamstop is only on my UK email so the details won’t match and I’m not blaming them for that as that’s on me. I am putting some responsibility onto PokerStars for taking over 1 months to action a responsible gaming issue. So even though the details from both accounts wont have matched, I feel that PokerStars should have done something on back of the 2 webforms being raised and emails sent, perhaps verify my account or suspend it until I prove who I am, but do to nothing when Responsible Gaming is supposed to be a quick thing is not on.

I did a deposit with trustly, won some cash and decided to withdrawl 3000sek. Shortly after that i find my account frozen without an explanation. I did email they but without answer, its like 4-5 days ago now. Plz help me get my money, i won them fair and square.

Hello there I have deposited alot of money and after I got an email telling me they self excluded me because I did it many years ago and a week I create an account on this star casino they notice I am self excluded only after when I put money on and lost why they didn't suspended the time I created an account I need my money back Thanks

My account was closed in 2018. The reason concluded that many records were used. it was a mistake. misunderstood me and canceled my account completely. I'm very upset. I want to fix all this. I'm having a hard time. I hope you will help me solve my problem by passing on my complaint. I really don't know what to do. My account name is TAHCAG. I have $ 2,300 stuck in my account. I want this money back. I have no choice.

I was playing the game called Tomb of RA. During the free spins, the chosen symbol supposedly clone the entire reel when the chosen symbol appeared on the reel. I have the screenshots but I don’t know how to attach it here.

I made complaint to them they have not responded in other 3 months and fail to respond at all

I came 16th in the Sunday million last month and won £3800 but since then I tried to withdraw it and had a lot of problems. My poker account was frozen and then it got verified after 3 weeks but still over a month on I can't withdraw any money. I am just getting bots respond to my concerns so I don't know what action to take from here. Any help would be great.

After my account was closed in May 2019 I decided to make an official complaint about how I felt my account had been mishandled. It took 11 weeks to get a response. As life got in the way I did not see the response they had sent on the 5th of August until Late October. The key issues in my complaint were around responsible gambling, I felt the way I had been playing and correspondence I had emailed and live chat conversation I had engaged in should have highlighted to Pokerstars I may have an issue with gambling. Another key complaint was that at times my live chat feature had been disabled remotely by Pokerstars and that with no phone line to call and no live chat feature it had made it difficult for me to raise any concerns. As I am sure you are aware UKGC legislation and guidelines require operators or licence holders to make self-exclusion an easy and quick process. In their response Pokerstars failed to acknowledge correspondence where I had raised responsible gaming concerns but did however acknowledge they had removed my live chat feature from March to May and that they should have handled things differently. In light of that they offered me my deposits back over this period as a gesture of goodwill. A total of 2585.02 USD Since seeing this response I responded back accepting this amount but also emphasising that my live chat was actually disabled more than once so if the goodwill stretched to this period why not any other period live chat was disabled unanimously. I also disputed that I had not raised responsible gambling concerns. They had said that I had only sent emails about closing my account over dissatisfaction with their bonus scheme. I forwarded an email to them I had sent in February where I said I was contemplating closing my account to the alarming amount of deposits I had made. It has now been almost 4 weeks waiting for the offer I accepted to be paid back. I understand there may be more investigations to be done around other instances where my live chat was disabled but they are separate to the period March to May which they have agreed to refund me for. The fact that it took almost 3 months for the initial response shows their willing to leave me drag their feet when dealing with customers.

This company Pokerstars have taken my money from card without my authorization and refuses to refund ,saying it's processed.There are many casinos online ,and I'm comparing their offers and what they have to offer ,and if they are trustable or not.I sign up to this company by their application ,in beginning it's only needed download of application ,i made it.Them I was trying to understand what they will really have to offer with a promotion they have called Portugal500 ,as in their website their are not clear for purpose ,you need sign up for understand.Without understanding the terms well as they are hidden,they just say will give 100% of amount deposited ,but the question how they will give this ,wagering terms ,etc And this was not clear.After I downloaded i fill the forms as they oblige me,just to see the promotion as it works,it was not my intention became their customer unless I understand their promotion was better them competition ,and they were a trustable company .For checking the promotion code I need put credit card details,what I have done it,and them I just added promotion code portugal500 and put amount 500Eur for understand what it's the offer and their terms,I was not worried doing this ,because I never submitted the payment ,i just submitted the code to check it and they don't confirmed nothing clear about code,them I go more forward after they ask my personal details ,which I added ,after added personal details,without me confirming first on submitting payment ,it gives information that payment of 500Eur was approved!!! I never confirmed this payment ,I just added credit card details ,amount and promotion code and personal details ,they never ask me to confirm if I want to make a payment / deposit of 500 EUR before it was made.Immediately after I see this happened ,I became shocked how they take my money without my confirmation first ,anyway I contacted them IMMEDIATELY less them 5mns after this error by all the means they have(they don't have phone or chat ,only email,contact form ,Twitter), I still was believing this was a trustable company at least the minimum was expecting it's a refund ,I mean there was a error made ,if they take my money without me wanting ,and if I contacted them immediately notifying the error.Even if is their fault ,I made everything to solve the problem immediately ,I have done what any honest person will do,contact immediately notifying the error,I sent several messages to emails,contact forms,Twitter ,all they have available, as a company in good faith they will understand I'm not wanting to use their services ,the registering process was only with the meaning of checking their offers ,their promotions and how they work ,and them only after I understand will decide if want be their customer ,comparing with other casinos.Even if was their fault ,if a company it's reliable and trustable and if it's in good faith ,will understand there was a mistake ,and will try to solve it .Even Anyone have the right to cancel a purchase by internet in Europe if less them 14 days ,and if not used the services,I have that right ,besides the error was caused by their application taking my money without my confirmed permission.If I contacted immediately after I check the amount was taken from card ,that means it's true that payment was taken without me knowing before it was concluded.So this company is there for sell their services and receive money for the services they supply ,or they are just there for [taking] the money from customers without their prior expressed authorization? If they take my money ,and in fact it was not without me wanting it ,as its confirmed by messages sent minutes after ,and if never tried to play or use their services ,i don't used their services never or played ,their minimum obligation was refund immediately,this what any honest and trustable company should do.So they take the money ,they don't supply me nothing because I don't want and never wanted in first place ,why they refuse to return to owner what don't belongs to them??? This was their answer after I requested refund : "Unfortunately we cannot adhere to your request. Your recent deposit request in the amount of 500 EUR made on 09/09/2019 has already been approved, credited to your Stars Account and sent to our processors. Unfortunately once a deposit has been sent for processing we are no longer able to cancel it." I asked cancellation maximum 5mns after, the refund can be always made by any company (if they really want) ,months after processing ,that's not true offcourse their excuse. After I insisted with so many messages and no reply,them after long time after ignoring my emails, they give me a different answer now: When I made the deposit ,they never care about asking me verification,I can be paying with a robbed card ,but they never care ,just accepted the payment ,and never asked any ID or documents or verification.Also for playing ,I could play and spend all the money there was no problem ,there was no verification needed too,I could lose it all ,they don't care,them after lose all they don't my ID for nothing .But if earned anything ,and them wanted to withdrawn they will start inventing problems and verification that never finishes,documents that I cannot supply ,for they have a reason for keep the money for them,as i don't comply with verification.The true is ,make any sense you can deposit any value even with a robbed card ,you can play it ,lose it all ,and no verification or documents asked ,all it's ok ? But only when you want the refund ,they ask you so many documents that you cannot supply ,just for motivate you to give up and also find excuses and delaying refund ? The verification have a purpose ,it's for confirm the origin and ownership of the money ,they never care about that ,and they let me spend it all if I want ,but I never used their services ,so offcourse I let the all money there,as I don't wanted to be their customer and I don't think im obliged to be their customer against my will.Theres a mistake and they assume it ,they have been notified immediately,I never used their services ,all I wanted it's mistake solved immediately,that means refund ,money return to same source of payment ,according to their terms,money should always return to same method of payment ,but now they are inventing ,I need withdrawn the money to other method ,I don't want ,I just want refund to card,that's all,so simple.They are complicating and they delaying too much ,and I'm already too much stressed ,and lost too much time ,now they are inventing problems ,verifications ,documents ,time for reviewing it all,when all I want it's something simple ,the payment was taken without my authorization ,I just want it returned back ,if they were serious they will return it back immediately ,not complicating everything.My case if was needed documents it was for deposit and for playing ,I never have voluntarily deposited anything or played or used their services ,I don't want to be their customer never,I have notified them immediately,I don't liked their promotion and their were not trustable .With them it seems there's 2 options : or you deposit all your money and you lose all (no verification asked) , or if you play and have luck win something ,they will complicate as much they can for not paying. The verification cannot be requested for a refund ,this is refund of an amount taken without my authorization !!! The verification will make sense for deposit ,for confirm origin and ownership ,the verification for a refund it's useless ,it's stupid ,don't makes sense and don't verify nothing that it's necessary for the law, if they don't care about verify payment why would care about refund?The.refund it's just a return of money to real owner , ,wheres the doubt?,this it's just for complicating and inventing problems for not pay or delay. This company its prooved not serious,trustable or reliable ,they will always invent something for taken what don't belongs to them .I'm not their customer and don't want to be,I don't want their services or withdrawn money I play ,win or lost,I just a refund for my payment not authorized ,this is simple ,money returning to real owner ,what's the meaning of verification in this case ??? They are not gentle or educated ,they only answer you when they want ,they ignore your messages (no phone number or other direct contact) ,so they do wherever they of customers ,I see they like to ignore customers messages ,and this is really a lack of respect for customers.This company it's not trustable ,all I want from them it's just a refund of a money taken from my card without my authorization or by their system mistake ,wherever ,this is simple ,the money don't belongs to them,I'm right ? So it's not their obligation refund the money to the owner ,or they are correct keeping the money for them ,instead of just refund and inventing excuses and delaying ???Last message is again refusing refund ,they cannot refuse refund ,it's the only correct way of solve this ,money return back to owner directly ,and I don't want use their services and never used ,it was a just a registration for checking their offers ,not for playing ,and on that registration money was taken without me understanding before I give my authorization . In their last message ,they confirm,but they still want complicate ,invent ,and delay .I don't want nothing with this company this is just troubles ,time lost,they ignore customers messages when they want ,we are treated like trash in this company ,I just want what belongs to me back: refund , why pokerstars refuse to return back to owner what don't belongs to them ? [EDIT] Their message confirms I'm dealing with no trustable people : "First of all, please accept our apologies for the delay in replying to your email. This is due to the high volume of emails we are currently dealing with, which has affected our response time. Thank you for your emails. We are very sorry for this unfortunate situation, which we understand perfectly it was a originated by some casual mistake. Please note that due to internal procedures and security reasons we will need to verify your details and the method used to deposit, in order to help you withdrawing your funds. Ensuring your account safety and security is a top priority for us, and we would be thankful if you could provide us with some additional information, just so that we can verify your details." They complicate too much and ask too much documents,this is just for delaying and complicate I understand. The only thing I want ,it's what is fair : refund Thanks

The site froze my account for attempting a withdraw my own money and have not answered my in 5 weeks. Please assist.

Hi The Pogg team, The customer support of Pokerstars Casino approved (email availible) that the Jackpot of Ave Caesar is capped at Usd 25,000. So when the Jackpot was at usd 22,600 I risked alot of Money because I thought it MUST hit before 25k. But the Jackpot standing climbed over 25k and I stopped playing. Is there a chance for a refund or rebate in this case? Thank you alot for your support in this case.

Hi, year ago, i start playing in pokerstarscasino.es , so, last time i made many deposits - dont remember how many, wont win in slots nothing, made 600 deposit, loss in 10 minute, because no lucky... like get free spins, wild, bonus, etc... try all games, no lucky!. Account currently closed, dont know why!.

Please may I ask that you provide me with some guidance on where I stand on the following matter with Betstars. I am, to coin a phrase, extremely angry with the following issue: About a week ago my account was frozen, as you will be aware, you can only contact them via e-mail.I sent 2 e-mails over 2 days and by the 3rd day I received this: Hello [EDIT], We have conducted a full investigation into your account and we believe that your Stars password may have been compromised. Our facts to support this are as follows: The logins to your account show no failed attempts; whoever accessed your account knew your password perfectly. Computer fingerprinting technology is utilized by our Security Team in order to determine which computer/device your account was accessed from. In this case, our investigation concludes that your account was accessed from a foreign computer/device where no logins were previously detected from. It is therefore possible that your login credentials have been compromised. With regards to the bankroll in your account, unfortunately, the balance in your account was affected in this case: balance pre-hack - £213.16 GBP Funds sent via chimdummmp to a fradulent account, which has withdrawn them immediately. £0.00 ************************************ We would like to advise you that we will not be liable for funds lost on your Stars Account. We will not be held liable for any losses as a result of insufficient security measures to ensure that your personal details remain secured. This is in accordance with the sections of our Terms of Service which state your responsibilities as an account owner. We would like to take this opportunity to advise you of our Terms of Service regarding your responsibility as an account owner. As stated in section 10 under "Security and Your Account": 10.2. The User agrees that he/she is solely responsible for all use of the Service under his/her Login Credentials and that he/she shall not disclose the Login Credentials to any person whatsoever nor permit another person to use the Service via his/her User account. 10.3. The User is obliged to keep his/her Login Credentials secret and confidential at all times and to take all efforts to protect their secrecy and confidentiality. Any unauthorized use of the Login Credentials shall be the sole responsibility of the User and be deemed as his/her use. Any liability therefrom shall be that of the User. Our Terms of Service can be found on the following website: http://www.pokerstars.uk/poker/room/tos/ We highly recommend for you to take necessary action in protecting your computer, email and Stars Account along with personal data stored in your computer. This includes, but not limited to; scanning your computer to ensure no harmful software are installed and changing the password in your registered email account and Stars Account as a precautionary measure. In order to reinstate your account with a new password and Stars PIN, we would like to ask you that you please provide us with: - Confirmation of your computer/device and email safety. - A clear digital photograph of you holding your identification document (in your hands, close to the face). Please make sure that your full name, date of birth and the expiry date of the document are clearly readable. Finally, you may wish to visit the 'Help