PokerStars Casino - La cuenta del jugador se cierra después del intento de depósito.

Just for information and I am an old player who can be said to have been playing for more than 6 years. On March 7, 2025, I received an email stating that my account was dormant so I had to log in within 30 days after receiving the email so that the account would not be charged an inactive fee, long story short based on the email I logged into the application to avoid this.

Then, some time later I got several offers from pokerstars which more or less said that if I deposit $100 then I will get a bonus of up to $100 too, but in the last email and the same offer I was finally interested in making a deposit on April 8, 2025 for $50.

Previously, in addition to the bonus of up to $ 100 in the email, I also got a free $ 1 tournament ticket bonus and I played smoothly without any problems, but when I deposited and used the promo code, not long after I tried to play and entered the tournament, there was a message that basically I was not allowed to play, then after that it also appeared that there was a routine check on my account and so on, then I tried to log out and log in again, it was the same and I forgot how many times I tried to log in again, it turned out I couldn't and a message appeared that my account was limited or closed.

I'm confused about what happened, I have contacted via email until now there has been no reply and tried to contact via live chat but it couldn't because I had to log in first even though my account was limited/closed so I couldn't log in, please help with this problem.

Thank you

Hello BOYGIRA,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PokerStars Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Do you have any real money balance left on your casino account?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

- Yes, it has been verified and as far as I remember it was in 2018.

- Yes, I have real money balance before $0.24 plus from $50 deposit to total $50.24.

- As far as I remember, the last time was in 2018 and that was when they asked for my documents for verification, after that I played any game without any problems, I even had a key toy sent to my country address because I was a loyal player with enough points.

Update: My account was unblocked today and has been successfully withdrawn all my money without issue but i can't use promo they offered before.

Hello BOYGIRA,

I’m glad to hear that your account is now functioning properly.

Please note that all bonuses are offered as a goodwill gesture by the casino, and as such, the casino reserves the right to withhold them at its discretion. In your specific case, it’s also possible that the bonus has expired, which could explain why it was not received.

If you have any other questions or need further assistance, feel free to let us know — we’re here to help.

Kind regards,

Nick

Dear BOYGIRA,

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,
Nick
Casino.Guru