PokerStars Casino - La cuenta del jugador ha sido reabierta.

I have asked to permanently close my account citing gambling addiction but they have reopened the account

Olen pyytänyt sulkea tilini lopullisesti peliriippuvuuteen vedoten mutta he ovat aukaisseet tilin uudestaan

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from PokerStars Casino in 2021 after you sent the bulk email to multiple casinos regarding your self-exclusion request?
• Have you tried contacting PokerStars Casino customer support multiple times through different communication channels regarding your request for self-exclusion?
• Did you have an active account at this casino in 2021 when you sent the email you uploaded with your complaint?
• When exactly did you find out that your account had been reopened?

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

Best regards

Veronika

Yes, I did, it's just not on file anymore.

The account was active at the time.

I found out the account was active on 13.6.26

Kyllä sain, se ei vain ole enää tallessa.

Tili oli silloin aktiivinen.

Sain tietää tilin olevan aktiivinen 13.6.26

Thank you for your reply.

Please note that if you do not have any communication from the casino confirming that your account was self-excluded in 2021, we cannot verify whether the casino received your email or whether you had an account there at that time.

To proceed with the investigation, we need clear evidence showing that you had an account at this casino in 2021, that the account was closed due to gambling-related concerns, and that it was subsequently reopened.

Have you contacted the casino since 13 June to request that your account be closed again? If so, what response did you receive?

Dear Peluri060,

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,
Veronika
Casino.Guru