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PokerStars - Responsible gaming not actioned

Ruling

Found for the Player - Despite our repeated efforts to contact Pokerstars to discuss this issue we have received no response whatsoever from the operator.

Read our Pokerstars Review.

Player's Complaint

My complaint is that I informed PokerStars (via the contact method they suggest- their responsible gaming webform) that I have a gambling issue and that this is a duplicate account and they did not act on this and allowed me to continue to deposit

I am from the UK but I am in Canada temporarily, for this reason I joined PokerStars via the .com site as I can’t play on the .co.uk site as I am on UK GAMSTOP.

3rd Dec- 11 transactions via Mastercard debit card (card registered in UK)

4rd Dec- I filled in the responsible gambling webform on the stars website stating this was a 2nd account, im on Gamstop in the UK, and that i have gambling issues.

4th Dec- automated email from Stars support stating this query has been forwarded to the appropriate team.

25th Dec- No response from PokerStars yet so email them asking why I haven’t heard anything and why my account is still open. I fill in a 2nd responsible gaming form.

4th Jan- I remove my deposit limits

5th Jan -8 transactions via Interact E-transfer (my Canadian Bank account). Didn’t even think that is be able to withdraw via this method as my PokerStars email is different from my Canadian banking one so they couldn’t even sent funds back to my account as the emails would match.

5th Jan- go onto live chat after losing and say why has this happened, ive filled in 2 webforms and sent emails about this matter so how can a responsible gaming issue be ignored. Live chat sends this to the proper team.

7th Jan- Response from stars support. Saying account is closed as per my problem gambling admission, and to provide the gamstop certificate showing I was on gamstop.

7th Jan- I respond to them stating its not about gamstop, its about you not actioning a responsible gaming request for over 1 month, and it wasn’t actioned until I went on live chat.

11th Jan- response from stars saying my original email is with the team for review. No response received yet.

That was the last response.

I have since emailed them on 14th Jan, 18th Jan, 26th Jan, 4th Feb, 19th Feb, 24th Feb.

So you see my complaint is about PokerStars not acting in a timely manner to my responsible gaming webform. When I tell them it’s a duplicate acc and I’m on gamstop on the Uk they should have closed it instantly but they still haven’t acted, they only acted once I went onto live chat myself and told them in January.

So for this reason I was requesting my deposits back for January after they allowed me to remove my limits., a month after I’d raised 2 responsible gaming webform and sent 3 email,

My gamstop is only on my UK email so the details won’t match and I’m not blaming them for that as that’s on me. I am putting some responsibility onto PokerStars for taking over 1 months to action a responsible gaming issue.

So even though the details from both accounts wont have matched, I feel that PokerStars should have done something on back of the 2 webforms being raised and emails sent, perhaps verify my account or suspend it until I prove who I am, but do to nothing when Responsible Gaming is supposed to be a quick thing is not on.

Read the casino review

3 Responses

ThePOGG
March 9, 2021

Hi joemama - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

joemama
March 9, 2021

Thank you, any help is appreciated. If they dont respond then im in the same position as i am now as they are not responding to any emails of mine.

ThePOGG
April 11, 2021

Hi joemama,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operators ADR, IBAS.

Sorry we could not be of further help.

ThePOGG

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Agreement

joemama 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

March 9, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.