PokerStars Casino - La cuenta del jugador ha sido suspendida.

Hi,

I wanted to play poker with friends again after a long time, but I no longer knew my access data. So a new account was opened, € 50 deposited and immediately blocked. Now all emails have been formed, passwords tried since 2012 and voila I was able to register. Poker and then went to the slots in the casino. Won over $ 1000, before I paid out I changed my old address (account had been there for a long time) and suddenly I couldn't do anything because the account was frozen.

for over 2 months now, no feedback from support so far.

is there something going on at pokerstars? Amounted to ?

Hallo,

ich wollte mit Freunden nach langem mal wieder pokern, wusste aber nicht mehr meine Zugangsdaten. Also neues Konto eröffnet, 50€ eingezahlt und sofort gesperrt gewesen. Nun alle emails seit 2012 durchgeformter, Passwörter probiert und voila ich konnte mich anmelden. Gepokert und dann an die Slots im Casino gegangen. Über 1000$ gewonnen, vor der Auszahlung habe ich noch meine alte Adresse geändert (Konto war ja schon lange vorhanden) und auf einmal konnte ich nichts mehr machen, da Konto eingefroren.

seit über 2 Monaten jetzt, keine Rückmeldungen durch den Support bekommen bisher.

ist da was am laufen bei pokerstars? Betrug ?

Dear Andreas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that when your newly opened account got blocked you accessed your old one, which has been created several years ago? I have checked terms and conditions, and this is what I found https://www.pokerstarscasino.es/en/tos/:

"A User may only have one User Registration and Gaming Account with The Stars Group and shall only use the Service using such single User Registration and Gaming Account. It is prohibited for a User to open multiple User Registrations and Gaming Accounts with The Stars Group. In the event that The Stars Group becomes aware of additional User Registrations and Gaming Accounts opened by a User, The Stars Group may close such additional User Registrations and Gaming Accounts without notice and may confiscate funds held in such additional Gaming Accounts."

If you have opened a new account and subsequently accessed your old one, it may have been considered as breaching terms and conditions. However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, no, not quite right. I opened a new one and paid € 50. After that, this was blocked immediately and without playing. The deposited € 50 are still in the blocked second account. I then found my old account or the data for it and only played with it again afterwards. Here, too, I deposited money, about € 150 and then won money. After I updated my address, my old account was also blocked. many Greetings

Hallo, nein, nicht ganz richtig. Ich habe ein neues eröffnet und 50€ eingezahlt. Danach wurde dies sofort und ohne zu spielen gesperrt. Die eingezahlten 50€ sind immer noch auf dem gesperrten zweiten Konto. Ich habe dann mein altes Konto bzw. die Daten dazu wieder gefunden und erst danach wieder damit gespielt. Auch hier habe ich Geld eingezahlt, ca 150€ und dann damit Geld gewonnen. Nachdem ich meine Adresse aktualisiert habe, ist mein altes Konto auch gesperrt worden. Viele Grüße

Thank you Andreas for your quick reply. Could you please advise if your new account is still accessible? Only your old one has been blocked?

Dear Andreas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, only my new one was blocked immediately, i.e. after the € 50 had been paid in. Then I played with my old account. Poker in the private room and in the casino. After winning money, I wanted to cash it out. For this I updated the address and after that my old account was blocked.

the account is still closed

Hallo, erst wurde mein neuer sofort gesperrt, also nachdem die 50€ eingezahlt wurden. Dann habe ich mit meinem alten Account gespielt. Poker im privaten Raum und im Casino. Nachdem ich Geld gewonnen habe, wollte ich es auszahlen. Dafür habe ich die Adresse aktualisiert und danach wurde auch mein alter Account gesperrt.

das Konto ist immer noch geschlossen

Thank you very much Andreas for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Andreas,

I looked at your case and understand the situation. As stated in the casino's T&Cs, opening multiple accounts is not allowed and your funds may end up confiscated. Since you breached the terms, you most certainly won't receive the full winnings. However, as a gesture of goodwill, the casino could refund your deposits considering it was an honest mistake. I will contact the casino and see what can be done.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Andreas,

The casino still didn't respond to your complaint. I was told on Skype they were very busy right now, but would try to look into the matter. Unfortunately, it didn't happen. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. There is an option to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licensing authority, so they could be helpful. Please let me know if you need help with filling the form (peter.m@casino.guru). 

Best regards,

Peter

The player informed us by email that his issue was resolved. The new account was closed and the balance transferred to the old one. Andreas, thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.