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Hello,

I come back to this forum again for the same problem!

In November 2022 I came to explain my problem with the POKERSTARS casino.

The casino had blocked my account for no reason yet I had finished all the checks and I had bet a maximum of 5 Paris and the box had blocked my $1,116.

After several complaints it was only 8 months later that I had a return and they authorized me to withdraw and it was in MAY 2022.

On July 5 I make a deposit this time in euro 2000 € I make a bet I am winning and they block my account again just after a game since the unlocking of my account! So on their site I've played barely 10 times and I've done a year with my balance blocked and they always tell me a 5 min routine check but that's months.

Currently since July 20222 my money is blocked and they do not ask for my Nothing neither papers nor documents nothing when I write to them I only receive automatic messages it has been 3 months that I have been there without an answer from them without a request for documents without anything.

Avoid this casino if you don't want to waste your money! This is the second time in less than a year

tout marquer comme lu

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Bonjour,

Je reviens encore sur ce forum pour le même problème !

En novembre 2022 je suis venu expliquer mon problème avec le casino POKERSTARS.

Le casino avait bloqué mon compte sans raisons pourtant j'avais finis toutes les vérifications et j'avais misé maximum 5 Paris et le caisson avait bloqué mes 1,116$.

Après plusieurs plaintes c'est seulement 8 mois plus Tard que j'ai eu un retour et ils m'ont autorisée à retirer et c'était en MAI 2022.

Le 5 juillet je fais un dépôt cette fois en euro 2000€ je fais un paris je suis gagnante et ils bloquent mon compte encore juste après un jeux depuis le déblocage de mon compte ! Du coup sur leur site j'ai jouer a peine 10 fois et j'ai fais un an avec mon solde bloqué et ils me disent toujours vérification de routine de 5 min mais qui fais des mois.

Actuellement depuis Juillet 20222 mon argent est bloqué et ils ne mon Rien demandés ni papiers ni documents rien quand je leur ecris je reçois que des messages automatique ce fais 3 mois que je suis la sans réponse de leur part sans demande de documents sans rien.

Évitez ce casino si vous ne voulez pas perdre votre argent ! C'est la deuxième fois en moins de 1 ans

Hello Audreyechene,

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 the previous complaint was resolved then? Did you receive the amount from the first one?

Also, did you use any bonus this time to accumulate your winnings? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Yes the previous complaint was resolved 8 months after my account was blocked and I was able to take my money after that I told myself that I would have no more problems.

No I don't play with bonuses, I hate playing with bonuses.

Since July 5 my account is blocked and each time I write I receive an automated message.

Their last response was about a month ago.

Bonjour Nick,

Oui la plainte précédente a été résolu 8 mois après le blocage de mon compte et j'ai pu prendre mon argent après cela je me suis dis que je n'aurai plus de problème.

Non je ne joue pas avec les bonus , je déteste jouer avec les bonus.

Depuis le 5 juillet mon compte est bloqué et a chaque fois que j'écris je reçois un message automatisé.

Leur dernier réponse remonte a environ un mois

Can you please advise how much balance did you have there when your account got closed? Was it pure real money or did you use any bonus?

It was my real money! 1900€ without bonus I always play without bonus.

I just received a message to say my account has been closed that my account did not pass the tests.

I do not understand a site where I have played barely 10 times and I had the account blocked for 11 months from November to June and blocked from July to now how could I have broken a rule?

This story is really too weird I feel it is a scam I just wanted to get my money back

C'était mon argent réel ! 1900€ sans bonus je joue toujours sans bonus.

Je viens de recevoir un message pour le dire mon compte a été fermé que mon compte n'as pas réussi les tests.

Je ne comprends pas un site où j'ai jouer a peine 10 fois et j'ai eu le compte bloqué pendant 11 mois de novembre à juin et bloqué de juillet à maintenant comment j'ai pu enfreint une règle ?

C'est vraiment trop bizarre cette histoire je le sens arnaque je voulais juste reprendre mon argent

I'm being robbed by PokerStars to avoid writing too much, I'm sticking my answer to their last email.

Hello,

Already let me tell you that lie all the way.

You don't make reviews on random accounts, you target accounts.

Because I CAN'T UNDERSTAND THAT I DEPOSITED ON YOUR SITE IN 1 YEAR I MADE MINIMUM DEPOSITS I ARRIVED AT $1116 ONCE AND €1900 IN 1 YEAR.

I HAVE USED THE ACCOUNT LESS THAN 10 TIMES IN 1 YEARS AND I HAVE NOT MADE A BIG WIN BECAUSE I BET A LARGE SUM TO MAKE A MINIMUM PROFIT WITHOUT RISK

SO FOR SOMEONE WHO HAS PLAYED ALMOST 10 TIMES IN 1 ON YOUR SITE MORE YOU DID NOT ASK ME FOR DOCUMENTS.

I REMIND YOU THAT ON NOVEMBER 05, 2021 YOU BLOCKED MY ACCOUNT 8 MONTHS LATER YOU ASKED ME FOR ACCOUNT STATEMENTS AND MY PAY SLIP WHICH I PROVIDED EVERYTHING.

WHY FOR 3 MONTHS SEE BLOCK MY ACCOUNT WITHOUT ASKING ME ANY DOCUMENT AND SEE COME AND TELL ME ONE MORNING THAT I DIDN'T PASS VERIFICATION BUT TELL ME WHAT VERIFICATION?

YOU DIDN'T ASK ME.

I DIDN'T BROKEN ANY RULES I JUST BED TO PLAY YOUR DECISION IS ARBITRARY IT'S STILL IN GOOD FORM

I JUST WANT TO WITHDRAW MY MONEY SO I WILL GIVE YOU A BANK ACCOUNT YOU WILL TRANSFER MY MONEY TO IT.

I DO NOT AGREE WITH THIS DECISION, I HAD READ TESTIMONIALS ON YOUR SITE BUT I DO NOT THINK THAT ME WHO AM IN RULES YOU COME TO STEAL ME.

I AM READY TO PROVIDE ALL THE DOCUMENTS YOU WANT BUT DON'T GET UP WITHOUT REASON TO BLOCK MY ACCOUNT AND MY MONEY.

HOW CAN YOU CLOSE SOMEONE'S ACCOUNT YOU DIDN'T ASK FOR?

ASK YOUR DEPARTMENT TO RESUME THE CHECKS.

TAKE THE WINNINGS I JUST WANT MY MONEY BECAUSE I NEVER BROKEN A RULE

HERE ARE THE RULES YOU LISTED BELOW.

a) I do not have multiple accounts

B) All the means used to deposit on my account are in my name and I can prove it

C) I never PROVIDE bad information when registering, the proof is that I have passed all the checks

D) I am not concerned

E) I am of the required age

F) I am in canada traveling for business in my country of birth the ivory coast and the jurisdiction does not prohibit anything here and even if, when I create my account I was in canada and I played several times being there is no reason to close my account

G) Never do that

H) Never do that

I) never

J) never

I'm asking you to give me my money back.

I'll send you an email if I don't hear back.

I will hire a lawyer against you and I will go to the forums to invite several people you have stolen from to file a complaint against you and we will see if TSG can cover up their thefts.

I SEE ATTACHED THE CAPTURES OF THEIR MESSAGE

Je suis entrain de me faire voler par PokerStars pour éviter de trop écrire je vous colle ma réponse à leur dernier email.

Bonjour,

Déjà laissez moi vous dire que mentez sur toute la ligne.

Vous ne faites pas des évaluations sur des comptes au hasard, vous ciblez des comptes.

Parceque JE NE PEUX PAS COMPRENDRE QUE J'AI DÉPOSER SUR VOTRE SITE EN 1 AN JAI FAIS DES DEPOT MIMIMUM JE SUIS ARRIVÉE A 1116$ UNE FOIS ET 1900€ EN 1 AN.

J'AI UTILISÉ LE COMPTE MOINS DE 10 FOIS EN 1 ANS ET JE N'AI PAS FAIS DE GROS GAIN PARCEQUE MOI JE MISE UNE GROSSE SOMME POUR FAIRE UN MINIMUM DE BÉNÉFICE SANS RISQUES

DONC POUR QUELQ'UN QUI A JOUER A PEINE 10 FOIS EN 1 SUR VOTRE SITE DE PLUS Vous NE M'AVEZ PAS DEMANDEZ DE DOCUMENTS.

 JE VOUS RAPPELLE QUE LE 05 NOVEMBRE 2021 VOUS AVEZ BLOQUÉ MON COMPTE 8 MOIS PLUS TARD VOUS M'AVEZ DEMANDEZ DES RELEVÉS DE COMPTE ET MA FICHE DE PAIE QUE J'AI TOUT FOURNIS.

POURQUOI DEPUIS 3 MOIS VOIS BLOQUEZ MON COMPTE SANS ME DEMANDER AUCUN DOCUMENT ET VOIS VENEZ ME DIRE UN MATIN QUE J'AI PAS PASSÉ DE VÉRIFICATION MAIS DITE MOI QUELLE VÉRIFICATION ?

VOUS NE M'AVEZ RIEN DEMANDÉE.

JE N'AI ENFREINT AUCUNE RÈGLE JE N'AI FAIS QUE MISER POUR JOUER VOTRE DÉCISION EST ARBITRAIRE C'EST DU VOL EN BONNE ET DURE FORME 

MOI JE VEUX JUSTE RETIRER MON ARGENT DONC JE VAIS VOUS DONNER UN COMPTE BANCAIRE VOUS ALLEZ VIRER MON ARGENT DESSUS.

JE NE SUIS PAS D'ACCORD AVEC CETTE DÉCISION, J'AVAIS LU DES TÉMOIGNAGE SUR VOTRE SITE MAIS JE NE PENSAIS PAS QUE MOI QUI SUIS EN RÈGLES VOUS VENEZ ME VOLER.

JE SUIS PRÊTE A FOURNIR TOUT LES DOCUMENTS QUE VOUS VOULEZ MAIS NE VOUS LEVEZ PAS SANS RAISON POUR BLOQUER MON COMPTE ET MON ARGENT.

COMMENT POUVEZ VOUS FERMER LE COMPTE DE QUELQ'UN QUI VOUS N'AVEZ RIEN DEMANDÉ ?

DEMANDER À VOTRE SERVICE DE REPRENDRE LES VÉRIFICATIONS.

PRENEZ LES GAINS JE VEUX JUSTE MON ARGENT PARCEQUE JE N'AI JAMAIS ENFREINT UNE RÈGLE

VOICI LES RÈGLES QUE VOUS AVEZ CITEZ PLUS BAS.

a) Je ne possède pas plusieurs comptes

B) Tout les moyens utilisés pour déposer sur mon compte sont a mon nom et je peux le prouver

C)Je n'ai jamais FOURNIR de mauvaises informations lors de mon inscription la preuve c'est que j'ai passé toutes les vérifications

D)Je ne suis pas concerné

E) j'ai l'âge requis

F) Je suis au canada en déplacement pour affaire dans mon pays de naissance la côte d'ivoire et la juridiction n'interdit rien ici et même si, quand je crée mon compte j'étais au canada et j'ai joué plusieurs fois étant là-bas c'est pas une raison pour fermer mon compte

G)Jamais fais cela

H)Jamais fais cela

I)jamais 

J) jamais

Je vous demande de me rendre mon argent.

Je Vais vous envoyer un courrier si je n'ai pas de retour .

Je vais engager un avocat contre vous et j'irai sur les forums pour inviter plusieurs personnes que vous avez volez a déposer plainte contre vous et on verras si TSG pourra couvrir ses voles.

JE VOIS JOINS LES CAPTURES DE LEUR MESSAGE

Thank you Audreyechene for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Audreyechene,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PokerStars Casino to join the conversation and participate in the resolution of this complaint.

Dear PokerStars Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Hello,

I received an email 4 days ago saying that I was going to be reimbursed.

I provided the requested papers and since then I have been waiting for the refund I have not received anything

Bonjour,

J'ai reçu un mail il y a 4 jours qui disait que j'allais être remboursé.

J'ai fournis les papiers demandés et depuis j'attends le remboursement je ne reçois rien

Hello Audreyechene,

Thank you for the additional information. We will await a response from the casino, but if there are any further developments please do let us know.

Kind regards,

Adam

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’.

Hello Audreyechene,

Thanks for your request.

Please note that in line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts. We're sorry to tell you that your account didn't pass this recent screening process and it was closed permanently. While we appreciate the disappointment caused by this information, this decision is final. For security reasons, the relevant department can't discuss the details of it.

The request for manual withdrawal of your balance has been forwarded to the relevant department for their review. You will be contacted via email as soon as possible regarding your request. Unfortunately, we are unable to provide you with a timeframe needed for their review or somehow influence it. We apologize for any inconvenience caused.

Thanks for your understanding and patience.

Kind regards

PokerStars Casino

So in short you will reimburse me but you don't know when!!!

You are very funny. You call it a casino! Everything is shenanigans with you, how can someone who provides complete documents tell you that he has not passed the checks!

On each casino where I was maximum 2 days to have a refund but you, you take time to answer the player see do what you want! In short I want my money as soon as possible and I regret the day I was able to go to your site

Donc en somme vous allez me rembourser mais vous ne savez pas quand !!!

Vous êtres très drôle . Vous appelez sa un casino ! Tout est magouilles chez vous , comment quelq'un qui fournis des documents au complet vous dites qu'il n'a pas passé les vérifications !

Sur chaque casino ou j'ai été maximum 2 jours pour avoir un remboursement mais vous , vous mettez du temps pour répondre au joueur vois faites ce que vous voulez ! Bref je veux mon argent dans les plus brefs délai et je regrette le jour où j'ai pu aller sur votre site

Dear Audreyechene,

Can I please ask you if there has been any further communication regarding the refund of your balance?

Kind regards,

Adam

Yes and it's always the same message! To wait.. I can't understand why they take so long to reimburse me

Oui et c'est toujours le même message ! De patienter.. j'arrive pas à comprendre pourquoi mettent-ils du temps pour me rembourser

Here is their last message. I'm tired of waiting, can't you step in?

********************

Thank you for your reply.

We confirm that your initial e-mail and your documents have been sent to the competent department. Your case is still under review.

We are constantly striving to provide prompt assistance to our customers. Depending on the complexity of the case, it may happen that the response to your message takes longer than expected.

We will contact you as soon as the verification is complete.

If you have any other questions, please let us know. We are here to help you

Voici leur dernier message. Je suis fatiguée d'attendre, ne pouvez vous pas intervenir ?

********************

Merci pour votre réponse.

Nous vous confirmons que votre e-mail initial et vos documents ont été transmis au service compétent. Votre cas est encore à l’étude.

Nous nous efforçons en permanence d’apporter une assistance rapide à nos clients. Selon la complexité du cas, il peut arriver que la réponse à votre message prenne plus longtemps que prévu.

Nous vous contacterons dès que la vérification sera terminée.

Si vous avez d'autres questions, n'hésitez pas à nous en faire part. Nous sommes là pour vous aider

So far I have not received my refund and we are going in 5 months

Jusqu'à présent je n'ai pas reçu mon remboursement et nous allons dans 5 mois

Thank you for the update, Audreyechene.

Dear PokerStars Casino,

Can you please provide an update on the status of the player's refund?

Kind regards,

Adam

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 Audreyechene,

We are glad to confirm that the withdrawal has been approved on the 19th of October. The funds have been sent to your Muchbetter account and you should have received them already.

We apologize for any inconvenience caused by the delay.

Kind regards

PokerStars Casino

Thank you for the update, PokerStars Casino.

Dear Audreyechene,

Could you please confirm you have received the payment and that the matter is now resolved?

Kind regards,

Adam

Hello , yes i'have received thanks you

Dear Audreyechene,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system.

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. We are here to help.

Kind regards,

Adam