Το PokerStars μπλόκαρε τον λογαριασμό μου χωρίς λόγο

Τον Ιούνιο του τρέχοντος έτους αποφάσισα να επαναχρησιμοποιήσω τον λογαριασμό μου στο PokerStars, που είχα εγγραφεί πριν από χρόνια, με σκοπό να παίξω στο καζίνο τους. Η ιδέα μου ήταν να παίξω BlackJack, που είναι το παιχνίδι που μου αρέσει. Έκανα αρκετές καταθέσεις, η πρώτη των 1000 USD, η άλλη των 200 USD, η άλλη των 628.

Στις 17 Ιουνίου, μου ζητήθηκε να επαληθεύσω τον λογαριασμό μου στέλνοντας τα έγγραφά μου, κάτι που έκανα αμέσως. Μου ζήτησαν ακόμη και στιγμιότυπα οθόνης των μεθόδων κατάθεσης που χρησιμοποιήθηκαν, τα οποία και έστειλα, αποδεικνύοντας ότι έχω πλήρως επαληθευμένους λογαριασμούς τόσο στη Skrill όσο και στη Neteller. Εγκρίθηκαν και ξεκλείδωσαν τον λογαριασμό που είχε περιοριστεί μέχρι να στείλω την τεκμηρίωση.

Καθώς επιβεβαίωσαν ότι όλα ήταν τέλεια, έκανα αρκετές ακόμη καταθέσεις, φτάνοντας συνολικά περίπου τις 15 χιλιάδες USD.

Είχα ένα πολύ καλό σερί και κατάφερα να συγκεντρώσω πολλά χρήματα στον λογαριασμό μου εκείνες τις μέρες και ζήτησα ανάληψη 20 χιλιάδων USD. Εκεί ξεκίνησε το πρόβλημά μου αφού πρώτα περιόρισαν τις αναλήψεις και τις καταθέσεις μου μέχρι να στείλω ξανά έγγραφα (ζήτησαν μόνο νέο ενημερωμένο λογαριασμό κοινής ωφέλειας για τη διεύθυνσή μου, αφού είπαν ότι είχαν ήδη την ταυτότητά μου και εγκρίθηκε).

Το πιο ασυνήθιστο είναι ότι η δικαιολογία ήταν ότι "λόγω του όγκου των αναλήψεων που είχα κάνει από τον λογαριασμό μου" με περιόριζαν από το να κάνω έρευνα, όταν έκανα μόνο καταθέσεις και αυτή ήταν η πρώτη μου ανάληψη. Έστειλα όλα τα έγγραφα που ζητήθηκαν και από εκεί και πέρα μπλόκαραν εντελώς τον λογαριασμό μου και η απάντησή τους στα email μου είναι πάντα ότι ερευνούν και δεν μπορούν να μου δώσουν λεπτομέρειες, ότι όταν τελειώσει η έρευνα θα επικοινωνήσουν μαζί μου.

Έχω αποκλειστεί ο λογαριασμός και τα χρήματα μου από τον Αύγουστο. Επειδή δεν μπορώ να έχω πρόσβαση στον λογαριασμό μου, δεν θυμάμαι το ακριβές ποσό που είχα σε αυτόν, αλλά ήταν περίπου 97 χιλιάδες USD.

Έχω στείλει email κάθε τόσο και η απάντηση που λαμβάνω είναι πάντα η ίδια. Ποτέ δεν μου έδωσαν ούτε την παραμικρή εξήγηση για το ποιο είναι το πρόβλημα. Συμμορφώθηκα με την αποστολή όλων όσων ζήτησαν. Απαιτώ να μου επιτρέψουν να κάνω ανάληψη των χρημάτων μου, αν και θα πρέπει επίσης να ξεκλειδώσουν εντελώς τον λογαριασμό μου αφού δεν υπάρχει ούτε ένας λόγος να κρατήσω το μπλοκ. Ποτέ δεν έκανα κάτι λάθος και το δωμάτιο απλώς με μπλόκαρε επειδή ήθελα να κάνω την πρώτη μου ανάληψη.

I've had some odd encounters with PokerStars as well. While your primary game is Blackjack, it might be beneficial to bring up your concern on this major poker forum:

Share as many screenshots and pieces of evidence as you can. There are several ambassadors on that forum, and hopefully, one of them will take notice.

Please keep in mind that you are not allowed to post links leading outside our widespread website unless it is necessary or may help users. Specifically, links to other forums are not welcomed. 🙂

This is a forum, isn't it?

There are certain terms I ask you to follow:

https://casino.guru/terms-and-conditions

We appreciate your cooperation

My apologies for the oversight. I was simply trying to assist based on my background in poker and had no ulterior motives. Let's keep our discussions confined to this forum moving forward. Thanks for pointing it out! :)

Hello there.

I'm glad you managed to find our forum. More importantly, you also submitted a complaint, it matters the most. In such cases, we usually need the casino to respond and explain the whole situation fully. I think you have been far too patient, and it's time to get some answers. To achieve that, please visit your complaint again (use this link) to answer further questions we need to clarify in order to proceed.

I really hope our dedicated Complaint Team will find the issue because I have a feeling you too do not know what seems to be wrong, do you?

It happens 🙂 , don't worry.

Maybe you would like to know that Casino Guru created a project called Resolution Center, through which our specialized Complaint Team helps players for free.

Take a look here: https://casino.guru/complaints/all

😉

Σας ευχαριστώ πολύ για την ανησυχία σας. Η αλήθεια είναι ότι έχω δοκιμάσει τα πάντα στο δωμάτιο πριν ζητήσω βοήθεια από έξω. Αλλά δεν απαντούν καν στα τελευταία μου email. Πλέον δεν μου στέλνουν ούτε το copy paste ότι η υπόθεση είναι υπό εξέταση και ότι θα επικοινωνήσουν μαζί μου. Πάντα είχα εμπιστοσύνη σε αυτό το δωμάτιο. Με εκπλήσσει πολύ όλο αυτό που μου συμβαίνει. Μετά βρήκα αυτό το φόρουμ και άρχισα να διαβάζω τι έχει συμβεί σε άλλους ανθρώπους και ότι σε αρκετές περιπτώσεις επιτεύχθηκε λύση. Ελπίζω να συμβεί και σε μένα.

I get it, most of the time a person probably first tries to solve everything on his own and then when he doesn't know how to go on, he asks for help. It's good that you found us, because we will try to help you. 

However, it's certainly not comfortable when the casino doesn't answer you and you don't know where you stand. I firmly believe that we will be able to resolve this case and that all will be well in the end. If you have any new information, feel free to update us in your complaint and feel free to post it here on the forum. For now, we have to wait and see where our team gets with your information. Fingers crossed. 🤞

Ενημερώνω το νήμα: το δωμάτιο δεν ξεκλείδωσε τον λογαριασμό μου, αλλά επέστρεψε όλα τα χρήματά μου. Πολύ ευγνώμων σε αυτήν την κοινότητα.

I'm glad it turned out like this in the end. It's certainly nice when you get your funds back, but if your account is closed, you might save yourself some more worries in the future and you can choose another casino. 

Either way, I'm glad we were able to help you and you're happy. I wish you the best of luck in your next casino choice and may you do well. 🙂

I made an account at this casino for the first time, deposited and right then and there my account got deleted and my money robbed!! they ask for verification but the site never uploads the files it sends error everytime you try and they have stopped replying to my emails, WHAT IS WRONG WITH THIS CASINO?! you don't just do that that is literally robbing!!! I JUST WANT MY DEPOSIT BACK AT THIS POINT!!!!

Hi, I'm sorry for the situation you're in. Let me ask you few questions. Did the casino tell you why they blocked your account? Did you also contact support when you couldn't upload documents for verification and did they answer you or just started ignoring you ? 

I think you will find this thread informative so try to have a look: https://casino.guru/forum/casinos/execution-pokerstars--apparently--payment-is-not-voluntary

I'll be waiting for your reply.

they want documents i cant provide because for some reason their casino put a name is not mine in my account, all this and they cant just give me a refund? its ridiculous

What documents does the casino want that you cannot provide ? Am I correct in understanding that your account is in a different name than your own ? Did you ask if there is anything you can do to fix it ? 

when I registered it asked ONLY for my birthdate username and password, I do not know why my name appeared to be my moms, she passed away months ago may she rest in peace and they are asking me for ridiculous papers I DO NOT HAVE BECAUSE SHE DIDNT LEFT THAT PAPER THEY ARE ASKING FOR!!!! I sent all the other documents, they even asked for my moms death certificate I SENT IT!!! they are asking for this paper my mom didnt left any she passed unexpectedly!!! what is wrong with this casinos honestly? this is ridiculous! they dont understand that my birthdate is MY BIRTHDATE not my moms!!! I swear they do all this on purpose AND THEY ALREADY DELETED MY ACCOUNT I DONT KNOW WHY so I don't think I can do anything about changing the name?

why is it so hard to just give you a refund of YOUR MONEY, just sent it back from where it came thats it! they dont need to be causing this much trouble! and they shouldnt just close your account after a deposit that is NOT RIGHT!!

So it seems absolutely strange to me if you didn't enter any other personal information except the date of birth. The way you describe it, it looks as if it assigned your account to your mom. Did she have an account there as well ? 

However, I don't think this is right because you should enter such things manually so that you can then verify with your documents and not someone else's. 

So it was the appropriate step to file a complaint and our team will try to help you. Of course, be sure to mention all this information to Kristina, who is currently in charge of your case. 

I thought it shouldn't be too difficult, but since you had nothing on your account except your date of birth, I'm curious to see how it turns out. 

Let me know if anything changes. 

hello, I know it is very strange all the casinos I've played at you enter your name I don't understand why it would automatically set it to someone elses? I don't think my mom had any accounts with them either I just don't know what happened or why they closed my account right after deposit... thank you for your help!

Submitting the complaint was the best you could do, and I'm more than convinced that after the initial information collection is over, the casino will be asked to explain their actions.

Sooner or later, we will be able to put the speculations aside and focus on the more specific information.

Try to hold on, the Team is working on it.

They gave no explanation as to why they closed the account in the first place either. Thank you for helping me.