On 2021, I was living in Greece and I deposited 510 euros to pokerstars.com.
Some hundreds of hands of NL10 later, my bankroll was around 545 euros and, as I had family issues and didn't have anymore time for poker, I wanted to withdraw my funds.
The 21th may 2021, they sent me an a confirmation email saying litteraly :
"
EUR 544.88 will be submitted for processing to your Visa account (x***********xxxx).
Please allow 72 hours for processing of Visa withdrawals and another 3-10 business days for this transaction to show up on your statement.
"
Months later, on august 2022, I realised that the 545 euros were never sent to my account from PokerStars, despite the confirmation mail
(I checked multiple times and they never sent any other mail about a withdraw problem or any issue).
So, the 2th august 2022, I connected again to my PokerStars account for the first time since may 2021 and I saw that my account was showing
the 545 euros.
I tried to withdraw again and then the real problem started to show up:
They informed me instantly that due to regulation :
- my 545 euros have to be send from pokerstars.com to the MGA (Malta Gaming Authority);
- that PokerStars have an agreement with the MGA to send back my funds to me;
- that I need to contact the MGA directly to get back my funds.
Just after this short explanation, I saw my account balance goes from 545 euros to 0 on the lobby.
After the completion of the complain form on the MGA website, the 2th august 2022 the MGA wrote me that I will get back my funds.
The 29th september 2022, as I wanted some news, the MGA answered to me :
"
the process may take a couple of weeks. Rest assured that the funds are blocked and held in a separate bank account and you will be refunded upon completion of this process.
"
Since that, they don't reply to my multiple emails and complain forms...
And of course, since then, I feel totally scammed from this strange organisation based in Malta (that was created to help the players! haha)...
As I felt that PokerStars was responsible for this situation, I kindly asked help from them with the MGA.
I wanted them to do what it seemed to be fair and professionnal :
- contact the MGA to help me about the situation,
- send me the agreement they have with the MGA (without that, I can do nothing on a legal part)
- give me basic informations about other players from PokerStars who might have a similar problem with the MGA (number of players, date informations, etc).
Their support team (complaints@starsaccount.com) just refused to help me on any way.
They just wrote again and again that they can do nothing for me and that I have get deal directly with the MGA!
For most people, 545 euros is a small amount of money but I need them really quick as I'm in trouble with some work I have to finish in my apartment to live with my family.
Of course, PokerStars don't care about that at all, as they don't care for the whole situation, don't apologize in any way and
don't feel responsible at all for the (sick) situation they created.
The worst part is that the PokerStars staff that refused to help me is based in Malta. Like the MGA.
They don't want to call their fucking neighbours to try to find a solution for this situation they created.
It feels so unfair as I really need my money back and I feel like all those people know well each other, that they're playing with my money, playing with my nerves, etc..
I don't know if someone from the PokerStars staff read this forum. I hope that this bad story is just a mistake from their staff and that someone from their company will just understand that their behavior is totally unprofessional.
Anyway, if this miracle doesn't happen, I wanted to ask some advices to the community.
What would you do in my situation?
I have all the elements (screenshots, emails) to prove that story but I don't know what is the best way to get back my funds...
By the way, if other players had a similar problem with MGA / PokerStars, just let me know.
VS
