PokerStars.com
reviews and complaints

My initial account 69pro69, was opened for years when 1 year ago, maybe a bit more they froze it and ask me to send ID, Bank details, Address... which i did, but they never reopened my account as they were keep telling me after 20 emails (20 different guys ) maybe that my proof of residence was not good, i gave up. Stop playing for months, and open anew account on Full tilt in 2020, Bong14NC this year, full tilt was not available anymore in Cambodia ( where i live ), so they move my account to PS . i plid few months, and ask for a withdraw 3 weeks ago. Did not received, so i asked why . And then start the mess again, they closed Bong14NC, transfer my money back to 69pro69. Still frozen account, ask me to resend all documents, i did, even new ones, same mess, i talk to about 10 different staff already, and i have to start from beginning every time . they have all documents, one email, was telling me that all is fine now, even the withdraw, but since 4 days, still the same . i resent all documents again today, but i cant believe the spoor service for such a big company . horrible . so now, i jus want to get my initial account opened, and my withdraw credit to my card .

In late February and early March 2021, I made 3 deposits totaling 6000$ CAD. I used to play alot of poker and was hoping to be able to get back into it. Unfortunately, given some new developments in the last month, my life currently will not accommodate leisure time to play and I also happen to have a desperate need for that money. I logged in and attempted to withdraw the funds. Seeing as there was only 167$ available to withdraw (money I had leftover from before I made the 3 recent deposits), I opened up a conversation with their Live Chat feature to ask why that was.

The customer service agent stated that in order to protect the integrity of the game, I needed to wager 1$ for 1$ dollar I would like to withdraw. I have been a loyal customer to this site for over a decade and have never encountered that issue; likely because I was actively playing so any deposits I made, I would quickly achieve that 1:1 and never notice any issues with withdrawing.

This time, however, my situation is different. I do not have time to play and I also cannot risk losing the money (they are effectively saying I need to gamble my money to be able to withdraw it). It is also important to note that enforcing this rule results in revenue (rake) for Pokerstars, so I somewhat doubt the real intention behind it.

Pokerstars has all of my IDs, banking information and my account has always been in good standing. I have had numerous deposits and withdrawals over the years and they have always been to and from my personal bank account. The question of legitimacy of my funds if not an issue here. I also have no recent player transfers.

After the Live Chat agent informed me that he could no longer assist me and would escalate my issue, my account was frozen. This is problematic because it doesn't even give me the option to wager the funds; now I am at the mercy of their support team. I have sent numerous emails and have not gotten an answer back.

As a last resort, I have been wondering to myself what would happen to my money if I were to close my account? Would they keep it because it had not been wagered and therefore did not earn them any revenue?

I need my account to be unfrozen as soon as possible and the funds available for withdraw. I would like to still have an account open with them because I am a poker player at heart and do enjoy the software. However, this is honestly leaving quite a sour taste in my mouth and am shocked at how this issue has developed. I never foresaw it being a problem to get my money off of the website.

hello, my name is mark foster, my screen name is pokerwink26, i cannot access my account to update id as it is frozen and am not getting help. i have up to date id which arrived today, please can someone help me, the email address i use is [protected]@outlook.com. i think my old email was [protected]@hotmail.co.uk.

1. For a large part of March, and April I have sent many requests to Poker Stars. I was asking for my name to be removed from their blog; as this is detrimental to my career.

2. I was eventually contacted back by a Poker Stars employee who asked me to send my passport and picture, which I did.

3. After sending this I received no response.

4. Eventually after sending multiple emails I received this response from Santiago.

Hello James,

Thank you for your follow-up.

We are very sorry but we are not able to accommodate your request in this case. When you registered to the tournament, you have agreed to the use of the data such as our website and blog.

As previously explained, under our current license requirements in the United Kingdom, we are required to adhere to and abide by several forms of legislation such as, but not limited to, the Money Laundering Regulations 2007 (MLR).

In particular, Regulation 19 of the MLR requires us to retain certain customer information stored in our database for up to 6 years following the last transaction made by a customer or following the closure of the customer's account.

Our requirement to retain your information for this purpose supersedes any rights that may arise under separate legislation (including but not limited to data protection laws, which includes the General Data Protection Regulations (GDPR)).

Consequently, in compliance with our legal obligations, we are required to retain your information and are therefore unable to proceed with your request at this time. Note however that your information, in the absence of any other legal requirement, will be deleted following the expiry of the applicable retention period.

Should you have further questions, please let us know.

Kind regards,

Santiago
Stars Support

Refusing to delete my information, I then emailed him back showing him that the law clearly states.

A relevant person who is relied on by another person must keep the records specified in paragraph (2)(a) for five years beginning on the date on which he is relied on for the purposes of regulation 7, 10, 14 or 16(4) in relation to any business relationship or occasional transaction.

I asked him why he lied about it, obviously he wanted to give me a hard time for no apparent reason.

He literally lied, and has behaved completely dishonest on purpose.

I'm sure from this, people can make their own mind up about this company.

I have an e-mail account to PokerStars (my bank account) and my Mom wanted to play who is 82 and has no computer. I put her bank information in (a different account from mine) with my e-mail and they froze both accounts (we play on our phones). They requested documents for verification and I sent 4 different sets of documents which they rejected. There is money to be withdrawn on my Mom's account and they won't allow me to do so. I have e-mailed them more than 6 times for a call back and they have ignored my requests.

I reached out to Pokerstars to ask about a software download issue with the new MAC.

I was then contacted by Pokerstars stating my account was being frozen due to a policy breach. They refused to provide any assistance with the original request for help with the software download.

I jumped through all the hoops requested and approximately two months later we sent an email stating my account was reinstated and I was free to play. They said to contact them if there were any issues. Still, no one had ever responded to the original request for assistance despite a minimum of 6-10 requests for help.

The first time I went to login, it allowed me to access my account but still would not let me play; claiming my account privileges had been revoked and to contact them. I've now contacted them 5 times with zero replies.

The only time they reply is when they are asking for something. They reuse to respond to any questions. The refused to allow me to close my account and have my money returned.

So, here I am nearly three months later. I still cannot access my account and they have my money. They have NEVER assisted or even acknowledged the many requests for the software download issue.

Hello

Last year in september or october I decided to activate deposit limit, so that I could not deposit more than 60$ per month.
I contacted pokerstars via e-mail and they said that its no problem, just let them now for how long I want this limit to be activated.
But since then there have been only problems and it has not worked properly.
First, in some reason they said that in my region I cant choose a monthly limit and that there is only possible weekly deposit limit (although in previous email they did not mentioned anything about that).
So then they wrote that I have 16$ weekly deposit limit but it has not worked because I have been repeatedly able to make bigger deposits.
And now since 2-nd of january they do not answer to my e-mails and the money I have on my account I cant withdraw.
And the strange thing is that when I wrote them from another e-mail asking something else and not letting them know about who I am then they responded in few hours, and when I asked them that how is it possible that now they got back to me right away but when I wrote them from e-mail address that is connected with my pokerstars account then they dont answer, then again they just did not answer anything.
So what I have to do to get them to reply to my e-mails and for me to get my money.
My e-mail is [protected]@gmail.com (that is also the address that i connected with my pokerstars account)

I changed my password then my account got locked for verification. I sent everything they requested and now they won't even respond. It's been over a month and there's no one to talk to. Only email but they won't answer anymore.
They claimed it takes 72 hours to resolve. I see a lot of complaints now from other users they are getting locked out for no reason.

I have sent Pokerstars two dozen emails over the past month and they are not responding back.

I had deposited $100.00 last month and immediately after that they frozen my account "Igotshtick".

I had two accounts with them. ruben1836 and Igotshtick. I opened the second account "Igotshtick" only because they were not responding to my enquiries about ruben1836 account. I wasn't aware you cant have two accounts. This is probably why they frozen both accounts.

All my emails are being ignored.

I just want my deposit $100.00 refunded and I will never use their site again.

I have had asked to all past credit card numbers blocked or deleted because I was using credit cards I did not want to use. I was getting mixed up and money was coming out of the wrong credit card account. I asked for all past numbers to be deleted it was confusing to me. There were a lot of $25.00 pre paid master cards. I asked to have the numbers cleared from my account. After that I had nothing but problems it has been a few months now and I cannot even log into my account to play for free was that also taken away from me.

After putting a wrong date of birth impossible to join poker star to resolves my proble I pay 20 euros in it! There was no problem to put money in it the give a number code I had password and mail all ok but not the date of birth!
I cant get in! They dont answer where is my money?

Hi,
I sent my documentation to pokerstars. pt (I am in Portugal) and was verified on the 23/09/2020. I made a deposit on the 24th. 2 weeks ago I tried to make another deposit and they said I wasn't verified? so I have sent them numerous emails since then to request that they close my account and also to refund my original deposit as they must have taken it under false pretences if they say I am not verified? they have never answered any emails.
username on site jimmywgt
thanks for any assistance

I Bet a on the main fight on the UFC Fight Night Card.( Nov 14 / 2020 )
The fight was Between Rafael Dos Anjos & Paul Felder.
logged in after the fight and i saw that i ''Lost'' when i clearly won.. so bye money..tried to reach somebody but didn't get any further
since i could only talk to Bots that couldn't help me out..

F this company, seriously. Excuse my profanity but these people are idiots when it comes to handling queries. On three occasions they linked my account to other random users and demanded that I "explain my relationship" to these people with whom I have never had any contact before.

After going through security, pictures of passport, yada yada, they say they have reinstated my account. Fine. Go online, try to make a deposit, bang, your account has been suspended due to your relationship with such and such. Once again. Customer service is a joke too, taking days to reply.

Do yourself a favour and play somewhere else. [censored]s.

I have a gambling addiction and although Ive had it under reasonable control this last few months Ive started to mildly relapse this last couple of weeks. I have an account with Pokerstars and earlier in the year I spent weeks trying to get Pokerstars to delete my account. But they refused to do it and eventually they stopped responding to my emails. I tried to ignore it but have recently begun to think about playing poker on their site again and this is in part due to me knowing that the account exists.

I would like to simply delete my account and all personal details. I dont want the account blocked, frozen, suspended or any other tricks companies like to use to keep you in their ecosystem.

I have evidence of them refusing to delete my account. This is in the form of multiple email exchanges were you can clearly see Pokerstars moving my request between different departments and repeatedly asking me to provide the same personal information over and over again.

Unfortunately I no longer have access to the email account associated with my Pokerstars account but have proven my ID multiple times which was simply ignored by pokerstars and then requested again from a different department.

username: pianomoverjones

current email: [protected]@protonmail.com

If required I can forward proof of pokerstars' malicious behaviour in the form of emails.

Many thanks in advance for your help. If you need any more info please get in touch.

I had a account that I opened in 2013 or 14 sometime. I started using it again in may of 2020. I gambled about 5000$ plus all the winnings from 5000$ while gambling you are given reward points in the form of boxes everytime you get ten of a certain box it goes up to a larger box. I put a hold on my ability to deposit money for 3 weeks then I was allowed to play again but right away my account was frozen because they wanted to verify my id. I sent them my id and it said on the form if your current address is the same as on your identification dont worry about address confirmation although this was the case they insisted on a statement from my bank I sent them a letter from my bank and still they said it would take a long period to verify it. In the meantime if you dont collect at least one box from your new level it goes down a level. If I would have known I could have downsized the box myself and been rewarded with a box from each level that could have contained massive prizes. They stil have my account frozen its been months and I dont think what there doing is right it cost probably 10000 dollars to get to that black box and then they froze my account so I would have to go through ten of each to get to the same level rather than one a month to maintain it. This is a slippery move on there part as when you do other promotions if your a black box your prizes are set accordingly. The company is pokerstars real money casino. My email is [protected]@gmail.com thank you for listening

My withdrawal has been already frozen for more than a 3 months, all the time were answer your @mail has been forwarded. After 2months got an @mail and I explained everything, so still waiting for 1, 5months. Withdrawal we're frozen, because I played with my new account and won money. My old account were blocked, when I used my friends laptop to play poker and I won some money. This time I got money, but mine and friends account were blocked. Soon, they unblocked my friends account, but mine were still blocked. I asked several time to unblock my account, but all the time were the same answer it's under the INVESTIGATION. What kind a investigation I explained everything, i'm not from some criminal gang, just some times play poker. But it's interesting when I won money, with the new account, they finally unblocked my old account. I think it's not normal for billion worth site such a attitude.

Hi:

My account was frozen several months ago. I was given no reason and was asked to verify my credit card ending visa 9091. I was told that if I verified that I held the card and it was still active. Well I still have the card and I is still active. I am a 73 years old retiree now living in vietnam amid a covid 19 lockdown and you are still holding on to my money. If you have any conscience at all, please either reinstate my account or return my money. My email address as of this writing is: [protected]@gmail.com
My user name is baht shot. And just in case you have lost it, I am once again sending a picture. Please return my money to that account.

Pokerstars have a promotion called spin of the day.last night I did the spin.the prize indicator stopped on 500$ prize but they awarded me with 5 free spins.I have contacted the live support and they told me that there is nothing that they can do to solve my problem.I have been awarded 5 free spins and that is it.I was cheated and this is wrong.I didn't tought that a site like this one could be such a big scam.

Over few weeks now, I signed in my account on my friends laptop and ever since then I've been unable to login to my account. It's very frustrating because I've been using this account for years. I sent so many messages to the support with no response. Thanks to webghost33 on telegram who came to my rescue. I had no other option than to seek the service of tech expert. Pokerstars need to find a way to attend to people. I almost lost 11000EUR. Glad I got it back