Pokerstars - Withheld Funds
Declined - The UKGC restricts relating to Gamstop and whether or not an operator should have allowed a player to play to themselves.
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After my account was closed in May 2019 I decided to make an official complaint about how I felt my account had been mishandled. It took 11 weeks to get a response. As life got in the way I did not see the response they had sent on the 5th of August until Late October. The key issues in my complaint were around responsible gambling, I felt the way I had been playing and correspondence I had emailed and live chat conversation I had engaged in should have highlighted to Pokerstars I may have an issue with gambling. Another key complaint was that at times my live chat feature had been disabled remotely by Pokerstars and that with no phone line to call and no live chat feature it had made it difficult for me to raise any concerns. As I am sure you are aware UKGC legislation and guidelines require operators or licence holders to make self-exclusion an easy and quick process. In their response Pokerstars failed to acknowledge correspondence where I had raised responsible gaming concerns but did however acknowledge they had removed my live chat feature from March to May and that they should have handled things differently. In light of that they offered me my deposits back over this period as a gesture of goodwill. A total of 2585.02 USD Since seeing this response I responded back accepting this amount but also emphasising that my live chat was actually disabled more than once so if the goodwill stretched to this period why not any other period live chat was disabled unanimously. I also disputed that I had not raised responsible gambling concerns. They had said that I had only sent emails about closing my account over dissatisfaction with their bonus scheme. I forwarded an email to them I had sent in February where I said I was contemplating closing my account to the alarming amount of deposits I had made. It has now been almost 4 weeks waiting for the offer I accepted to be paid back. I understand there may be more investigations to be done around other instances where my live chat was disabled but they are separate to the period March to May which they have agreed to refund me for. The fact that it took almost 3 months for the initial response shows their willing to leave me drag their feet when dealing with customers.
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