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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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Player's Complaint

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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1 Responses

December 2, 2019

Hi goodwill-hunting - welcome to!

Unfortunately this is not a complaint type that we can assist you with. The UKGC restricts ADRs from managing complaints related to whether or not an operator should have acted to prevent a player from accessing gambling service.

All we can recommend is contacting the regulator directly to raise your concern.

Sorry we cannot be of further help.


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Goodwill Hunting 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

December 2, 2019

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.