PokerStars Casino - La cuenta del jugador está congelada y los fondos están retrasados.

Hello.

I made several withdrawals after winning 87000, but when withdrawing 10, my account was frozen for security reasons. They asked for a bunch of documents, which I sent immediately, and after a month and a half, my account is still inactive. I can't deposit, withdraw, or play. I can only log in and that's it; they don't reply to my emails and I can't do anything to get my money out.

Hola.

Hice varios retiros después de ganar 87000 pero al sacar 10 me congelaron la cuenta por motivos de seguridad. Me piden un montón de documentos que envió al momento y después de mes y medio mi cuenta sigue inactiva no puedo depositar, no retirar, ni jugar. Solo puedo entrar y ya está y no me contestan a los correos y no puedo hacer nada para sacar mi dinero.

Dear ruvhy1987,

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 were you a player of the casino and when exactly was your account blocked? 
• When was the last time you were in contact with casino support or its security department?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

Hello

I have been playing in this room for over 10 years. My account was blocked on the 27th, they gave it back to me on the 30th and on the 1st they blocked it again. The last time they answered me was a week ago. I won the money in a slot and it was not with a bonus, it was with a deposit I made.

Hola

Hace más de 10 años que juego en esta sala. Mi cue ta la bloquearon el 27 de novio me la devolvieron el 30 y el 1 de dice la volvieron a bloquear. La última vez que me respondieron fue hace una semana. El dinero lo gané en una slot y no fue con ningún bono, fue con un deposito que hice yo.

When are you going to answer me?

Cuando me van a responder?

Dear ruvhy1987,

Could you please share a more recent communication from the casino? I apologize for the delay and would like to ask you for your cooperation in this matter.

Send the email you received from the casino to my email at tomas@casino.guru

I have already shared the email with you at the email address you told me.

Ya te he compartido el correo al correo que me has dicho.

According to the email you received, your account is verified and you should contact support if you still can't access your player's account on January 4th.

You previously indicated the account was blocked for you on January 1st.

Could you please explain whether you were able to contact support in order to resolve the situation?

Although they sent me an email saying that it is verified, now I go to log in and a window appears that says my account is closed and that I should contact support. I am going to contact them in the chat and my SMS are not sent, they do not answer my emails. I don't know why when I have done everything legally. I hope they can help me solve this.

Aunque me han mandado un correo como que esta verificada. Ahora voy a entrar y me sale una ventana que pone que mi cuenta está cerrada que contacte con soporte. Voy a contactar con ellos en el chat y mis SMS no se envían, los correos no me los contestan. No se porque cuando yo he hecho todo legalmente. Espero que me ayuden a solucionar esto.

Thanks for your reply.

Did the casino inform you about about any broken rules or any justification for your account is closed?

Please share with me a screenshot of the error you received when attempting to log in, and your attempts at communication with the casino with the recipient of emails visible. I apologize for the inconvenience.

Send the information to my email at tomas@casino.guru

I already sent you what he said by email.

Ya le envié al correo lo que dijo.

Could you please share what bank statement you provided to the casino so far?

Please share it with me at my email at tomas@casino.guru for review

No, I can't send you my bank statement. That's very personal. You don't need my statement to help me.

No, no le puedo enviar mi extracto bancario. Eso es muy personal. No le hace falta mi extracto para ayudarme.

Could you please confirm you deposited in the casino using the bank account in your name?

Please let me know.

I did it with the card that I have associated with that bank account

Lo hice con la tarjeta que tengo asociada a esa cuenta bancaria

I am not sure if I understood your last comment.

Is the bank account in your name?

Yes of course

Si claro

Thank you very much, ruvhy1987, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear ruvhy1987,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the PokerStars Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PokerStars Casino,

Could you please provide detailed information regarding this case and outline the reasons behind the delay in the player's withdrawal as well as the freezing of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello

They sent me an email saying that they already have all the documents and that my case has been escalated to the corresponding department that will be in charge of reviewing my account. They cannot determine how long it will take to do the review. That is what the email says. It is shameful, after playing for years and being closed since December 1st, and now they tell me that the corresponding department, which is the security department, that is, the same one that sends me the emails, has yet to verify the account. After almost 3 months, how shameful that they have had plenty of time. Let's see what they answer you. Thank you for your help.

Hola

Me han mandado un correo donde dicen que ya tienen todos los documentos y que mi caso está escalado al departamento correspondiente que se encargará de revisar mi cuenta. No pueden determinar cuanto tardará en hacer la revisión. Eso pone en el correo. Es vergonzoso, después de llevar años jugando y desde el 1 de diciembre cerrada y ahora me dicen que el departamento correspondiente que es el de seguridad, o sea, el mismo que me manda los correos todavía está por verificar la cuenta. Después de casi 3 meses, que vergonzoso vamos que han tenido tiempo de sobra. A ver que le contestan a usted. Gracias por su ayuda.

Hello ruvhy1987,

Thank you for reaching out.

Unfortunately, we can't discuss the specifics of your case until it's completed, but we might contact you if we need more information. We understand that you'd like to solve this quickly. However, we need to look into the situation in detail, and this affects time frame needed for a resolution.

We'll update you on the results of this review as soon as it's finished. Your understanding during the process is greatly appreciated.

Best regards,

PokerStars Casino

This answer is the same as always. They have been giving the same answer for 2 and a half months but without any solution.

Esta respuesta es la misma de siempre. Llevan 2 meses y medio con la misma respuesta pero sin ninguna solución

Dear PokerStars Casino,

Nearly a week has passed, and I wanted to follow up on the status of this case. Could you please provide any updates? Has the review been completed?

Thank you for your time and assistance.

Now I have received an email asking which account they want me to transfer the funds to. It cannot be the card or the account that is verified. I should give them another account. If I give them another account, do I have to wait for them to verify another account? I have told them no, that I want the funds to be transferred to that account, which is the one I use to make deposits.

Ahora he recibido un correo que a qué cuenta quiere que me pasen los fondos no puede ser ni la tarjeta ni la cuenta que está verificada que le dé otra cuenta. Si le doy otra cuenta tengo que esperar a que verifiquen otra cuenta, les he dicho que no que quiero que los fondos los transfieran a esa cuenta que es con la que hago los depósitos.

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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello @ruvhy1987, thank you for your question.

We checked your case and confirmed that you already agreed with proceeding as requested. Your documents were reviewed and forwarded to the relevant department. Please expect an email from us as soon as possible!

Wishing you a nice day,

PokerStars Casino

Dear ruvhy1987,

I hope you're doing well. Are there any updates regarding your issue? Have you received any communication from the casino about the next steps?

Thank you.

Now you have to verify the other account that I have sent you. I have already sent you the documentation and I am waiting for your response.

Ahora tienen que verificar la otra cuenta que les he enviado ya le he enviado la documentación estoy a la espera de su contestación

Dear PokerStars Casino,

Could you confirm whether you have received the player's documents and had a chance to review them? Additionally, could you provide an estimated timeframe for resolving this issue?

Thank you for your time and assistance.

They told me they couldn't accept it because it wasn't in PDF format. I sent it to them in PDF format, and they said they wouldn't accept it either, that they couldn't continue with my case until I sent the document they requested. I sent them another PDF version of my credit card statement from a different date, and it's been four days since then, and they haven't responded. I don't know what to do to get the withdrawal. They already have too many documents, and even then, they still haven't given me any answers. I don't know what to do anymore. Please, if you could help me, I'd appreciate it. Thank you.

Me han dicho que no pueden aceptarlo porque no estaba en pdf. Se lo mando en pdf y dicen que tampoco lo aceptan que no pueden seguir con mi caso hasta que no mande el documento que piden. Le vuelvo a mandar otro extracto de la tarjeta en pdf de otra fecha y hace 4 días de eso y no me contestan. Ya no se que tengo que hacer para que me hagan el retiro. Ya tienen documentos de más y así y todo no me solucionan nada. Ya no se que hacer. Por favor si pudieran ayudarme se lo agradecería. Gracias.

Hi ruvhy1987, thanks for reaching out.

We confirm that the document was received today, just a few hours ago, and it's pending review from a specialist.

In some instances, we may need more time to get back to you with a result, but this is a regular timeframe, so we kindly ask you for your patience and collaboration in the process.

Thanks again, and have a good day.

PokerStars Casino

This is the second identical document he's sent, but with different dates, and I've been waiting for his response for almost four months. Poor customer service.

Es el segundo documento que mandó igual pero con distintas fechas y llevo esperando su respuesta desde hace 4 meses casi. Mal trato al cliente

Now they tell me that the documents I sent are not in my name, they are scammers, what I sent is in my name as well as the account, they do not want to give me my money.

Ahora me dicen que los documentos que he enviado no están a mi nombre son unos estafadores yo lo que he enviado está a mi nombre igual que la cuenta no quieren darme mi dinero.

Dear PokerStars Casino,

Could you please clarify the issue regarding the player's documents, which are allegedly not in her name?

Looking forward to your response.

Hello ruvhy1987 and Kubo, thank you for your questions!

The mismatched information in the provided documents is the bank account's number, which differs from the one registered in the Stars account.

To proceed, we must receive the document that corresponds to the registered bank account.

Once again we greatly appreciate your collaboration and we hope we can solve the situation as quickly as possible.

Wishing you a good weekend,

PokerStars Casino

Good afternoon, I already sent the documentation for the account that I have associated with the account and you told me that the withdrawal could not be made to that account, that I would send you different ones, that's why I sent a different one. Now, what do you want? I send you all the documentation again for the account that I have registered, which you already have the documentation. By the way, is this a joke or something?

Buenas tardes ya envié la documentación de la cuenta que tengo asociada a la cuenta de estar y me dijisteis que a esa cuenta no se podía hacer el retiro que os mandará otras distintas por eso mandé otra distinta ahora qué queréis que os vuelvo a enviar toda la documentación de la cuenta que tengo registrada que ya tenéis la documentación por cierto esto que es cachondeo ya o qué

Dear PokerStars Casino,

To be honest, I’m having some difficulty understanding the current situation. The player mentioned that she received an email from your team requesting that she provide details of an account to which she wishes to transfer her funds. Additionally, the message allegedly stated that the account must not be one that has already been verified, nor can it be a previously used card.

Could you please clarify the reasoning behind this request? Additionally, it would be helpful if you could outline the specific steps the player needs to take in order to successfully proceed with the withdrawal.

Thank you in advance for your assistance.

Hello everyone,

Thank you for your questions!

Although we can't discuss further specifics of this case, we confirmed that the last information sent from our Specialists to the player was that the documents received have not been accepted for quality and security reasons.

We cannot provide further details about this, but you will need to send us new copies, please. Make sure the documents are photographed directly with good quality, and if you are providing digital documents, send us the original files with no editing.

Thanks again for all the cooperation in the process,

PokerStars Casino

I've already sent everything original in PDF and unedited and they don't serve you?

Ya he enviado todo original en pdf y sin editar y no les sirven?

You've ruined my life. I have to declare that money without having received it. It's not fair. You're playing with my life and my children's lives. What the hell are you doing? Why don't you just pay me already? You're the worst scum in the world.

Me habéis arruinado la vida. Tengo que declarar ese dinero sin haberlo cobrado. No hay derecho. Estáis jugando con mi vida y la de mis hijos. Que coño estáis haciendo? Por que no me pagáis de una vez ya? Sois la peor calaña que existe.

Dear PokerStars Casino,

Your explanation appears rather unusual, considering the player has confirmed that the original PDF files were submitted. I find it difficult to understand how there could be any issues regarding the quality or clarity of the provided documents.

Could you please clarify this matter further?

Thank you for your attention.

Hello everyone,

We're very sorry for this situation and we would love to be able to provide more information.

We also know it may be difficult to understand, but unfortunately what has been confirmed here it's not what we are receiving via email. We remind that we only accept good resolution and original documents, not copies.

Kindly reminding you to please note that, as previously discussed, we can't discuss further details about this case. All the player needs to do is to wait for the review and proceed according to our emails.

The player can reach the relevant department directly by replying to their emails, which will be quicker than requesting us here. We will always be happy to review the status of the case, but that's all we can do and comment about at the moment.

Thank you again,

PokerStars Casino

Dear ruvhy1987,

Could you please forward me the full correspondence between you and the casino, including your replies?

I’m not sure if you’re fully aware of how we operate, but please note that if you continue to ignore the casino’s emails, we will not be able to assist you further. Additionally, you have declined to provide us with the bank statement you submitted to the casino. As a result, we are currently unable to verify either the casino’s claims or yours regarding the integrity of the documents.

To move forward, please send all communication with the casino to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

I've sent everything they asked for. I've never ignored any email. I don't know why they're doing this.

He enviado todo lo que piden. Nunca he ignorado ningún correo. No sé por qué están haciendo esto.

I've already sent you the emails. I'm already getting so frustrated. Almost six months of waiting. It's unfair. This is so, so tiresome. Having to keep sending documents for nothing. I've already withdrawn from them several times.

Ya te he enviado los correos. Ya me estoy frustrando demasiado. Casi 6 meses de espera. No hay derecho. Esto es muy pero que muy cansino. Tener que estar enviando y enviando documentos para nada. Cuando yo ya he retirado varias veces de ahí.

Dear ruvhy1987,

Could you please forward me the original email sent to the casino that includes the requested bank statement? You can send it to my email mentioned above.

Thank you.

I already sent them to you

Ya te los envie

Dear ruvhy1987,

Thank you for providing the correspondence with the casino.

Dear PokerStars Casino,

According to your message to the player dated April 16, I understand that the player’s account has been permanently closed due to a failed verification process. However, no specific details or supporting evidence have been provided to substantiate this action.

I must therefore reiterate my request for relevant information and documentation to justify the account closure. Without sufficient evidence, I will be forced to close the complaint as unresolved, which would have a significant negative impact on the casino’s safety index.

Thank you for your understanding. I look forward to your response.

I just don't understand this.

Now they've asked me for another bank statement, but with a different date. I sent it today, and when they receive it, they'll ask for another one, and so on. I don't know why they won't make the withdrawal even though I've already made several withdrawals. I don't know what they're playing at, to be honest.

Es que no entiendo esto.

Ahora me han vuelto a pedir otro extracto bancario pero con otra fecha y hoy le he enviado y cuando lo recibane pedirán otro y así. No se por que no hacen el retiro ya cuando ya he retirado varias veces. No se a que juegan la verdad.

Hello everyone,

Thanks for your questions.

Although we understand that you'd like to receive more information about this case, we've been clear in letting you understand that this case is sensitive and no information can be provided about it.

It's unfortunate if the complaint needs to be marked as unresolved, hence affecting our score, but our priorities are clear: we keep confidential information safe and we follow our procedures as requested. Following the procedure for cases like the one in question forces us not to disclose any information. We will not ignore any steps of our internal procedures to disclose information about a case.

Having in mind that we followed the right procedure for this case and all the available details were shared, and nothing else can be disclosed, we leave the decision for you.

Please accept our apologies for that, but unfortunately we can't comment further on this case.

Wishing everyone all the best,

PokerStars Casino.

But I don't understand what's so complicated about this case when I've already made several withdrawals from my account and my account has been verified for years. I don't understand why they just put obstacles in the way of withdrawals and ask for previously submitted documents. They already have everything they've requested, and yet they still don't act.

Pero no entiendo que tiene de complejo el caso cuando yo ya he echo varios retiros a mi cuenta y mi cuenta está verificada hace años. No entiendo el porqué solo ponen trabas para el retiro y piden documentos enviados anteriormente. Ya tienen todo lo que han pedido y así y todo no actúan.

Dear ruvhy1987,

As previously mentioned by the casino representative, they have declined to share any further information regarding your case. Despite my efforts to clarify the repeated requests for new documents, the lack of cooperation from the casino has significantly limited what can be achieved at this stage.

Given the current circumstances, I will proceed to mark the complaint as unresolved in our system. I understand this is not the resolution you were hoping for, and I regret that we couldn’t reach a more satisfactory outcome.

That said, unresolved complaints do impact the casino's overall rating, which may influence their approach moving forward. Should the casino choose to engage further or provide additional information, we will promptly reopen the complaint and notify you via email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo

Hello Everyone,

We have reopened this complaint at the request of the player, ruvhy1987. The player has informed us that following the involvement of the Malta Gaming Authority (MGA) and the Alternative Dispute Resolution body eCOGRA, the casino reviewed the case, unfroze the account, and released the funds for withdrawal. The player confirmed that the withdrawal was successfully completed.

Dear ruvhy1987,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo