PokerStars Casino - El retiro del jugador se ha retrasado y la cuenta está restringida.

My account has been restricted for about 8 months, with €104 of my balance blocked. This is due to an account investigation, because I accidentally deposited more than Keria had intended, and they force you to gamble your balance at least once, things I wasn't aware of. I've written them about 20 emails explaining the misunderstanding and demanding that their client pay me what's mine. They've responded twice, and they don't have a customer service phone number. It seems like an insult to all of us consumers and poker lovers, since it can happen to anyone. I don't care about the money because it's mine, but it's the least of my concerns right now. I'm outraged by the way I treat them as a loyal customer. I ask you to contribute by simply liking them on social media if you see me commenting on their stories or on their pages, as they're the ones who look out for us. I'm not going to stop. For me and for all of you. Regards.

Hace unos 8 meses que me tiene restringida mi cuenta y bloqueado 104€ de saldo. Por investigación de la cuenta, por qué por error ingresé una cantidad superior a la que Keria y te obligan a jugar el saldo al menos 1 vez , cosas que desconocia. Les he escrito como 20 e-mail explicandoles el mal entendido y reclamando lo que es mío de su cliente a lo largo de este tiempo y me han contestado 2 y no tienen número de teléfono de atención al cliente.e.parece un insulto hacia todos nosotros consumidores y amantes del poker , puesto que os puede pasar a cualquier. El dinero no me da igual por qué es mío pero es lo que menos me importa ahora, me indigna el trato como fiel cliente. Os pido que colaboréis con un simple me gusta en redes si me veis comentándoles en historias o página como gurú que son las que miran por nosotros. No pienso parar. Por mí y por todos vosotros. Saludos

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When was the last time you were contacted regarding the issue by the casino?
• Was your account verified?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Dear AngelNarGar12kk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru