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Good evening.

I created a second account on pokerstars.gr, as I didn't remember that there was already a so-called limited account with the same company.

Initially, they allowed me to register and in a second phase, they allowed me to make a deposit for the amount of €145.

Immediately after the deposit and after I logged out without gambling a single euro, in an attempt to re-enter my account, they banned me from entering, on the grounds that I already have a limited account.

I have repeatedly asked them to refund me the amount of €145, since they do not give me access to my account and I have not received any response.

I beg for your intervention so that I can get my money back.

Thank you very much

Καλησπέρα σας

Δημιούργησα δεύτερο λογαριασμό στο pokerstars.gr, καθώς δεν θυμόμουν ότι είχε ήδη λεναν περιορισμενο λογαριασμο στην ίδια εταιρεία.

Αρχικά μου επέτρεψαν να κάνω εγγραφή και σε δεύτερη φάση μου επέτρεψαν να κάνω και κατάθεση για το ποσό των 145€.

Αμέσως μετά την κατάθεση και αφού έκανα logout χωρίς να τζογάρω ούτε ένα ευρώ, σε προσπάθεια να ξαναμπώ στον λογαριασμό μου, μου απαγόρευσαν την είσοδο, με αιτιολογία ότι έχω ήδη έναν περιορισμένο λογαριασμό.

Τους έχω ζητήσει επανηλειμμενως να μου επιστρέφουν το ποσό των 145€, από την στιγμή που δεν μου δίνουν πρόσβαση στον λογαριασμό μου και δεν έχω λάβει καμία απάντηση.

Παρακαλώ για την επέμβαση σας, ώστε να πάρω τα χρήματα μου πίσω.

Σας ευχαριστώ πολυ

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Dear Zen_76,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise if you have passed the KYC verification on either one of your accounts?

Could you please confirm how long ago did you create your first account?

Have you utilized any bonuses on either of your accounts?

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,

Attila

Good evening,

On the 2nd account I created, they simply asked for a copy of my ID, which I sent them. I did not use any bonuses, as immediately after depositing €145, they banned me from accessing my account.

My old account, from correspondence I found, was activated before 2022, but I don't remember and can't find the exact date.

I remain at your disposal for any other information.

Καλησπερα,

Στον 2ο λογαριασμο που δημιούργησα μου ζητησαν απλα αντιγραφο της ταυτοτητας μου τό οποιο και τους εστειλα. Δεν εκανα χρηση κανενος μπονους καθως αμεσως μετα την καταθεση των 145€, μου απαγόρευσαν την πρόσβαση στον λογαριασμό μου.

Ο παλιός μου λογαριασμός, από αλληλογραφία που βρήκα, είχε ενεργοποιηθεί πριν το 2022 αλλα δεν θυμαμαι και ουτε μπορω να βρω ακριβη ημερομηνία.

Παραμένω στη διάθεσή σας για οποιαδήποτε άλλη πληροφορία

Good evening,

Is there anything newer please?

Καλησπέρα,

Υπάρχει κάποιο νεότερο παρακαλω;

Thank you for your reply. Could you please advise if you have discussed opening another account with the casino? Did the casino permit you to do so? Additionally, did you play with bonuses on both of your accounts?

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Zen_76,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila