PokerStars - Responsible gaming not actioned
Found for the Player - Despite our repeated efforts to contact Pokerstars to discuss this issue we have received no response whatsoever from the operator.
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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.
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