PokerStars blockerade mitt konto utan anledning

I juni i år bestämde jag mig för att återanvända mitt PokerStars-konto, registrerat för flera år sedan, med avsikten att spela på deras kasino. Min idé var att spela BlackJack, vilket är spelet jag gillar. Jag gjorde flera insättningar, den första på 1000 usd, en annan på 200 usd, en annan på 628.

Den 17 juni ombads jag att verifiera mitt konto genom att skicka mina dokument, vilket jag gjorde direkt. De bad mig till och med om skärmdumpar av de använda insättningsmetoderna, som jag också skickade, vilket bevisade att jag har helt verifierade konton på både Skrill och Neteller. De godkändes och de låste upp kontot som hade varit begränsat tills jag skickade dokumentationen.

När de bekräftade att allt var perfekt gjorde jag flera insättningar till och nådde totalt cirka 15 tusen USD.

Jag hade en mycket bra streak och jag lyckades samla mycket pengar på mitt konto på den tiden och jag begärde ett uttag på 20 tusen USD. Det var där mitt problem började eftersom de först begränsade mina uttag och insättningar tills jag skickade dokument igen (de begärde bara en ny uppdaterad elräkning för min adress, eftersom de sa att de redan hade mitt ID och det godkändes).

Det mest ovanliga är att ursäkten var att "på grund av mängden uttag jag hade gjort från mitt konto" hindrade de mig från att undersöka, när jag bara hade gjort insättningar och detta var mitt första uttag. Jag skickade alla begärda dokument och från och med då blockerade de mitt konto helt och deras svar på mina mejl är alltid att de undersöker och inte kan ge mig detaljer, att när utredningen är klar kommer de att kontakta mig.

Jag har haft mitt konto och pengar spärrade sedan augusti. Eftersom jag inte kan komma åt mitt konto kommer jag inte ihåg det exakta beloppet jag hade på det men det var runt 97 tusen USD.

Jag har skickat mejl då och då och svaret jag får är alltid detsamma. De har aldrig gett mig ens den minsta förklaring till vad problemet är. Jag följde att skicka allt de begärde. Jag kräver att de tillåter mig att ta ut mina pengar, även om de också borde låsa upp mitt konto helt eftersom det inte finns en enda anledning att behålla spärren. Jag gjorde aldrig något fel och rummet blockerade mig bara för att jag ville göra mitt första uttag.

I've had some odd encounters with PokerStars as well. While your primary game is Blackjack, it might be beneficial to bring up your concern on this major poker forum:

Share as many screenshots and pieces of evidence as you can. There are several ambassadors on that forum, and hopefully, one of them will take notice.

Please keep in mind that you are not allowed to post links leading outside our widespread website unless it is necessary or may help users. Specifically, links to other forums are not welcomed. 🙂

This is a forum, isn't it?

There are certain terms I ask you to follow:

https://casino.guru/terms-and-conditions

We appreciate your cooperation

My apologies for the oversight. I was simply trying to assist based on my background in poker and had no ulterior motives. Let's keep our discussions confined to this forum moving forward. Thanks for pointing it out! :)

Hello there.

I'm glad you managed to find our forum. More importantly, you also submitted a complaint, it matters the most. In such cases, we usually need the casino to respond and explain the whole situation fully. I think you have been far too patient, and it's time to get some answers. To achieve that, please visit your complaint again (use this link) to answer further questions we need to clarify in order to proceed.

I really hope our dedicated Complaint Team will find the issue because I have a feeling you too do not know what seems to be wrong, do you?

It happens 🙂 , don't worry.

Maybe you would like to know that Casino Guru created a project called Resolution Center, through which our specialized Complaint Team helps players for free.

Take a look here: https://casino.guru/complaints/all

😉

Tack så mycket för din omtanke. Sanningen är att jag har provat allt i rummet innan jag sökte hjälp utifrån. Men de svarar inte ens på mina senaste mejl. De skickar inte ens copypaste till mig att ärendet är under granskning och att de kommer att kontakta mig. Jag har alltid haft förtroende i det rummet. Jag är väldigt förvånad över allt detta som händer mig. Sedan hittade jag detta forum och började läsa vad som har hänt andra människor och att man i flera fall nått en lösning. Jag hoppas att det händer med mig också.

I get it, most of the time a person probably first tries to solve everything on his own and then when he doesn't know how to go on, he asks for help. It's good that you found us, because we will try to help you. 

However, it's certainly not comfortable when the casino doesn't answer you and you don't know where you stand. I firmly believe that we will be able to resolve this case and that all will be well in the end. If you have any new information, feel free to update us in your complaint and feel free to post it here on the forum. For now, we have to wait and see where our team gets with your information. Fingers crossed. 🤞

Jag uppdaterar tråden: rummet låste inte upp mitt konto men det gav tillbaka alla mina pengar. Mycket tacksam för denna gemenskap.

I'm glad it turned out like this in the end. It's certainly nice when you get your funds back, but if your account is closed, you might save yourself some more worries in the future and you can choose another casino. 

Either way, I'm glad we were able to help you and you're happy. I wish you the best of luck in your next casino choice and may you do well. 🙂

I made an account at this casino for the first time, deposited and right then and there my account got deleted and my money robbed!! they ask for verification but the site never uploads the files it sends error everytime you try and they have stopped replying to my emails, WHAT IS WRONG WITH THIS CASINO?! you don't just do that that is literally robbing!!! I JUST WANT MY DEPOSIT BACK AT THIS POINT!!!!

Hi, I'm sorry for the situation you're in. Let me ask you few questions. Did the casino tell you why they blocked your account? Did you also contact support when you couldn't upload documents for verification and did they answer you or just started ignoring you ? 

I think you will find this thread informative so try to have a look: https://casino.guru/forum/casinos/execution-pokerstars--apparently--payment-is-not-voluntary

I'll be waiting for your reply.

they want documents i cant provide because for some reason their casino put a name is not mine in my account, all this and they cant just give me a refund? its ridiculous

What documents does the casino want that you cannot provide ? Am I correct in understanding that your account is in a different name than your own ? Did you ask if there is anything you can do to fix it ? 

when I registered it asked ONLY for my birthdate username and password, I do not know why my name appeared to be my moms, she passed away months ago may she rest in peace and they are asking me for ridiculous papers I DO NOT HAVE BECAUSE SHE DIDNT LEFT THAT PAPER THEY ARE ASKING FOR!!!! I sent all the other documents, they even asked for my moms death certificate I SENT IT!!! they are asking for this paper my mom didnt left any she passed unexpectedly!!! what is wrong with this casinos honestly? this is ridiculous! they dont understand that my birthdate is MY BIRTHDATE not my moms!!! I swear they do all this on purpose AND THEY ALREADY DELETED MY ACCOUNT I DONT KNOW WHY so I don't think I can do anything about changing the name?

why is it so hard to just give you a refund of YOUR MONEY, just sent it back from where it came thats it! they dont need to be causing this much trouble! and they shouldnt just close your account after a deposit that is NOT RIGHT!!

So it seems absolutely strange to me if you didn't enter any other personal information except the date of birth. The way you describe it, it looks as if it assigned your account to your mom. Did she have an account there as well ? 

However, I don't think this is right because you should enter such things manually so that you can then verify with your documents and not someone else's. 

So it was the appropriate step to file a complaint and our team will try to help you. Of course, be sure to mention all this information to Kristina, who is currently in charge of your case. 

I thought it shouldn't be too difficult, but since you had nothing on your account except your date of birth, I'm curious to see how it turns out. 

Let me know if anything changes. 

hello, I know it is very strange all the casinos I've played at you enter your name I don't understand why it would automatically set it to someone elses? I don't think my mom had any accounts with them either I just don't know what happened or why they closed my account right after deposit... thank you for your help!

Submitting the complaint was the best you could do, and I'm more than convinced that after the initial information collection is over, the casino will be asked to explain their actions.

Sooner or later, we will be able to put the speculations aside and focus on the more specific information.

Try to hold on, the Team is working on it.

They gave no explanation as to why they closed the account in the first place either. Thank you for helping me.