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Betstars - Balance taken

Ruling

Declined - This is an issue that necessarily requires the involvement of relevant law enforcement agencies and as such is beyond the scope of this service.

Player's Complaint

Please may I ask that you provide me with some guidance on where I stand on the following matter with Betstars. I am, to coin a phrase, extremely angry with the following issue:

About a week ago my account was frozen, as you will be aware, you can only contact them via e-mail.I sent 2 e-mails over 2 days and by the 3rd day I received this:

Hello [EDIT],

We have conducted a full investigation into your account and we believe that your Stars password may have been compromised.

Our facts to support this are as follows:

The logins to your account show no failed attempts; whoever accessed your account knew your password perfectly.

Computer fingerprinting technology is utilized by our Security Team in order to determine which computer/device your account was accessed from. In this case, our investigation concludes that your account was accessed from a foreign computer/device where no logins were previously detected from. It is therefore possible that your login credentials have been compromised.

With regards to the bankroll in your account, unfortunately, the balance in your account was affected in this case:

balance pre-hack - £213.16 GBP

Funds sent via chimdummmp to a fradulent account, which has withdrawn them immediately.

£0.00

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

We would like to advise you that we will not be liable for funds lost on your Stars Account. We will not be held liable for any losses as a result of insufficient security measures to ensure that your personal details remain secured. This is in accordance with the sections of our Terms of Service which state your responsibilities as an account owner.

We would like to take this opportunity to advise you of our Terms of Service regarding your responsibility as an account owner. As stated in section 10 under "Security and Your Account":

10.2. The User agrees that he/she is solely responsible for all use of the Service under his/her Login Credentials and that he/she shall not disclose the Login Credentials to any person whatsoever nor permit another person to use the Service via his/her User account.

10.3. The User is obliged to keep his/her Login Credentials secret and confidential at all times and to take all efforts to protect their secrecy and confidentiality. Any unauthorized use of the Login Credentials shall be the sole responsibility of the User and be deemed as his/her use. Any liability therefrom shall be that of the User.

Our Terms of Service can be found on the following website:

http://www.pokerstars.uk/poker/room/tos/

We highly recommend for you to take necessary action in protecting your computer, email and Stars Account along with personal data stored in your computer. This includes, but not limited to; scanning your computer to ensure no harmful software are installed and changing the password in your registered email account and Stars Account as a precautionary measure.

In order to reinstate your account with a new password and Stars PIN, we would like to ask you that you please provide us with:

- Confirmation of your computer/device and email safety.

- A clear digital photograph of you holding your identification document (in your hands, close to the face). Please make sure that your full name, date of birth and the expiry date of the document are clearly readable.

Finally, you may wish to visit the 'Help

Read the casino review

5 Responses

User icon
ThePOGG
November 19, 2018

Hi burninace - welcome to ThePOGG.com!

Unfortunately there's nothing we can do to help you in this instance.

The basics of the communication that you've received are as follows:

- Your account has been identified as part of a group of accounts that engaged in chip dumping from one account to another.

- When the funds were played to another account they were then subsequently withdrawn.

- During the play session in question the access to your account was gained via your legitimate log-in details (i.e. it was yourself or someone else who has your information).

- When the play took place it was not from a device that the account had previously played from.

In short the operator do not believe that you were the one playing (hence why they've left your account open) but they do know that the play in question took place using your own log-in details (i.e. this was not someone 'guessing' their way past your password).

This creates an unfortunate situation. Terms and conditions are clear at all online gambling operators that you are responsible for ensuring that your username and password remain secure. Without this requirement for personal responsibility players could let anyone have their user details then fault the operator for any subsequent losses. But this personal responsibility would also extent to ensuring that your devices are virus/malware free and that malicious parties do not gain access to your account details in this manner.

That being the case, if someone has gained access to your account via your log-in details and abused your balance, while we understand why you would be angry about this, it does not mean that the operator are at fault or that they should bear the financial burden for this.

All we could suggest in this type of situation is that you contact the operator and inform them you will be passing this issue on to the police, subsequently filing a report with the police. If someone has accessed your account without permission they would be the relevant body to pursue the return of your funds if this is possible.

Sorry we could not be of further help.

ThePOGG

User icon
BurninAce
November 19, 2018

I have informed Betstars that I will be passing on to the police but as far as I am aware there should have been more security when this incident took place.

Since Betstars admit that I was not engaged in any sort of fraudulent activity and more importantly that the login came from an unknown device probably from a remote location, you would think that Betstars would operate some kind of safeguard features to combat this that's all, and then to tell me about all the additional security measures they have available only after the incident took place is like a kick in the teeth to the customer, when my attention has not been brought to these addtional account safeguards in the past. Thank you for your time with this

User icon
ThePOGG
November 19, 2018

Hi BurninAce,

Unfortunately to restrict players to only accessing from known devices would cause significant inconvenience for a lot of players.

Many players have multiple devices, get a new device, travel regularly or use anonymizing services. These are all legitimate reasons that a device would not be recognised.

What will have happened here is that the account the funds were "dumped" to will eventually have triggered suspicious activity flags that resulted in closure and investigated. Before that happened however there will have been some activity and at least one withdrawal will have been processed. Once identified Betstars then contacted the accounts of any player they felt may have been affected.

Thanks,

ThePOGG

User icon
BurninAce
November 19, 2018

From memory and other reviews Pokerstars / Betstars have rather rigorous verification checks. I remember when I signed up, I couldn't even make any sort of bet or play without first having to send verification documents. One would surely think that the criminal in question would not be able to get an active account without providing some sort of truthful identity and therefore anyone would reasonably come to the conclusion that Betstars would be prosecuting the individual, or certainly conducting a thorough investigation in to this individual / profile that they will have on file. I will contact the police but I cannot see them being interested quite frankly, particularly as the sum was not huge in the grand context of things. Once again thank you very much for your time with this and please close the complaint. Regards [EDIT]

User icon
ThePOGG
November 19, 2018

Hi BurninAce,

You are absolutely right, but there are a large number or accounts verified with legitimate documentation that later prove via other indicators to have been registered by someone other than the named account holder.

As to what Betstars will/will not have done, in this instance I would be surprised if they have not filed a report with the relevant legal authorities themselves as this would be a legal requirement. But they would not look to sue any parties involved as it is not their funds at stake.

Thanks,

ThePOGG

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Agreement

BurninAce consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Poker Stars Casino
  • Isle of Man Gambling Supervision Commission
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Stars Interactive Limited

November 19, 2018

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