PokerStars Casino Review Honest Review by Casino Guru

Pokerstars Casino Ontario Pokerstars Casino Ontario

Read our review of PokerStars Casino, its complaints, support and other factors. It’s good, but there are better options. Find out why. 7.2/10Safety Index Above average by Casino Guru Browse recommended casinosUser feedback:Good

Rated by 78 users

Very positivePositiveNeutralNegativeVery negativeView all (78) reviewsIn this review of PokerStars Casino, our impartial casino review team carefully evaluated this casino and its pros and cons based on our casino review methodology. Our expert team has taken into account the fairness of the casino’s Terms and Conditions, valid licenses, complaints from players, customer support, limits, and other significant markers to assess whether this casino is safe to play at and legit, an overt scam, or something in between.

Our calculation of the casino’s Safety Index, formed from the examined factors, portrays the safety and fairness of online casinos. The greater the Safety Index, the higher the likelihood of playing and receiving your winnings smoothly. Although PokerStars Casino scored an Above average Safety Index of 7.2, meaning it is a suitable option for some, keep in mind that there are casinos with better rankings in terms of fairness and safety. Carry on reading our PokerStars Casino review to make an informed decision whether or not this casino is the right fit for you.

Is PokerStars Casino fair and safe? Safety Index explained

In working out a casino’s Safety Index, we utilize a complex formula that acknowledges the collected data that we have addressed in our review. This generally means the casino’s T&Cs, complaints from players, estimated revenues, blacklists, and such.

We have carefully examined and analyzed the PokerStars Casino Terms and Conditions as part of our review of PokerStars Casino. We discovered some rules or clauses that were not to our liking and, on the whole, we find the T&Cs to be somewhat unfair. Unfair or predatory rules can possibly be used against players to excuse not paying out winnings to them. Because of our findings, we suggest proceeding with caution if you settle on playing at this casino.

PokerStars Casino is a very big online casino based on our estimates or collected information. In proportion to its size, it has received complaints with an average total value of disputed winnings. Since bigger casinos will often receive more complaints because of the larger number of players, we take into account both the casino’s size and player feedback.

As far as we know, no relevant casino blacklists include PokerStars Casino. If a casino has landed itself a spot on a blacklist such as our Casino Guru blacklist, this could mean that the casino has mistreated its customers. When seeking out an online casino to play at, we consider it crucial for player to not take this fact lightly.

In our comprehensive review of all relevant aspects, PokerStars Casino has attained an Above average Safety Index of 7.2. This casino might be an adequate option for some players, however, keep in mind that there are other casinos that prioritize fair treatment and safety of their customers to a much higher degree.

Note: As far as we are concerned, PokerStars Casino is related to 11 different casinos. Taking into account the connection between these casinos, we factored in the qualities of the associated casinos when evaluating the Safety Index of PokerStars Casino. This connection has resulted in an increased Safety Index.

PokerStars Casino Terms and Conditions

We go through the Terms and Conditions of each casino we review in great detail and examine their fairness level. In the Terms and Conditions of numerous casinos, we find rules that we regard as unfair or openly exploitative, since these rules are oftentimes the reasons casinos use in order to avoid paying out player winnings.

We found some questionable rules or clauses during our review, because of which we consider the Terms and Conditions of PokerStars Casino to be somewhat unfair.

Note: Please take a look at our particular findings from the T&Cs examination here.

Player complaints about PokerStars Casino

In our casino review methodology, we pay extra attention to player complaints, as they give us an important insight into issues faced by players and the casinos’ approach in resolving them. When calculating each casino’s Safety Index, we consider all complaints submitted through our Complaint Resolution Center, as well as ones we collect from other sources.

We currently have 23 complaints directly about this casino in our database, as well as 66 complaints about other casinos related to it. Because of these complaints, we’ve given this casino 30,538 black points in total, out of which 542 come from related casinos. You can find more information about all of the complaints and black points in the ‘Safety Index explained’ part of this review.

PokerStars Casino user feedback and reviews

Casino Guru provides users with a platform to rate and review online casinos, and to share their feedback or experience. Based on these, we calculate an overall user feedback score, which can range from Terrible to Excellent.

Judging by the 78 user reviews given to PokerStars Casino, it has a Good User feedback score. The reviews have been made available in the User reviews section of this page.

Note: Keep in mind that user reviews may not be the most accurate reflection of the casino’s quality. Some reviews may be fake, having been written solely to improve the casino’s overall user feedback score. Other reviews may come from dissatisfied players who write numerous negative reviews to worsen the casino’s score. While we make every effort to filter out such reviews and determine an unbiased user feedback score, we refrain from incorporating user feedback into our Safety Index calculation due to these factors.

PokerStars Casino company data and licenses

PokerStars Casino is owned by Rational Intellectual Holdings Limited and has estimated annual revenues higher than $20,000,000. This makes it a medium-sized online casino on our scale.

PokerStars Casino has a gambling license issued by iGaming Ontario in Ontario.

Win and withdrawal limits, payment options

PokerStars Casino accepts deposits via 11 payment methods. This includes: Skrill, PaySafeCard, VISA, Mastercard, InstaDebit, PayPal, eChecks, Bank transfer, Interac, MuchBetter, ApplePay.

Online casinos frequently impose limitations on the amounts players can win or withdraw. While these are generally high enough not to impact the majority of players, several casinos do impose quite restrictive win or withdrawal limits. That is why we always check these when reviewing casinos. The table below shows the casino’s win and withdrawal limitations.

Withdrawal limits	Win limits
Unlimited	No win limit

Note: It is likely that not all of the payment methods listed above are suitable for both deposits and withdrawals. Furthermore, certain payment options may only be available in specific countries.

Available language options and customer support

When reviewing online casinos, we collect information about their customer support and language options. In the table below, you can see an overview of language options at PokerStars Casino.

Language	Website	Customer support	Live chat
English			24/7
French			24/7

Our team contacted the customer support during the review process to gain an accurate picture of the quality of the service. We find customer support important, since its purpose is to help you resolve any issues you might experience, such as registration at PokerStars Casino, account management, withdrawal process, etc. We would say PokerStars Casino has an average customer support based on the responses we have received during our testing.

PokerStars Casino casino games and slots

PokerStars Casino has these types of casino games on offer: Slots, Roulette, Blackjack, Betting, Video poker, Bingo, Baccarat, Jackpot games, Live games, Poker, Craps and dice, Scratch cards, Other card games, Crash games, Live shows.

Games from 37 casino game providers are available. This includes NetEnt, Apricot (Microgaming), Playtech, Play’n GO, Blueprint Gaming, IGT, Evolution Gaming, Pragmatic Play, Push Gaming, Relax Gaming, Gameburger Studios, PearFiction Studios, Origins (playtech), Reel Kingdom, Neon Valley Studios, The Stars Group, Skywind Group, High Limit Studio, SpinPlay Games, Retro Gaming, Nailed it! Games, Fortune Factory Studios, Gold Coin Studios, ALL41 STUDIOS, Blue Guru Games, Core Gaming, Aurum Signature Studios, Games Global, Just For The Win, Foxium, Snowborn Games, Cayetano, Four Leaf Gaming, 4ThePlayer, AreaVegas, Crazy Tooth Studio, Print Studios.

Bonuses and codes offered by PokerStars Casino

Online casinos give bonuses to both new and existing players in order to gain new customers and encourage them to play. We currently have 2 bonuses from PokerStars Casino in our database, which you can find in the ‘Bonuses’ part of this review.

*Note: In case you are looking for more information about this casino’s bonus offers, visit our PokerStars Casino bonuses page.*In working out a casino’s Safety Index, we utilize a complex formula that acknowledges the collected data that we have addressed in our review. This generally means the casino’s T&Cs, complaints from players, estimated revenues, blacklists, and such.

PokerStars Casino Terms and Conditions

We found some questionable rules or clauses during our review, because of which we consider the Terms and Conditions of PokerStars Casino to be somewhat unfair.

Note: Please take a look at our particular findings from the T&Cs examination here.

Player complaints about PokerStars Casino

PokerStars Casino user feedback and reviews

Judging by the 78 user reviews given to PokerStars Casino, it has a Good User feedback score. The reviews have been made available in the User reviews section of this page.

PokerStars Casino company data and licenses

PokerStars Casino is owned by Rational Intellectual Holdings Limited and has estimated annual revenues higher than $20,000,000. This makes it a medium-sized online casino on our scale.

PokerStars Casino has a gambling license issued by iGaming Ontario in Ontario.

Win and withdrawal limits, payment options

PokerStars Casino accepts deposits via 11 payment methods. This includes: Skrill, PaySafeCard, VISA, Mastercard, InstaDebit, PayPal, eChecks, Bank transfer, Interac, MuchBetter, ApplePay.

Withdrawal limits	Win limits
Unlimited	No win limit

Note: It is likely that not all of the payment methods listed above are suitable for both deposits and withdrawals. Furthermore, certain payment options may only be available in specific countries.

Available language options and customer support

When reviewing online casinos, we collect information about their customer support and language options. In the table below, you can see an overview of language options at PokerStars Casino.

Language	Website	Customer support	Live chat
English			24/7
French			24/7

PokerStars Casino casino games and slots

Bonuses and codes offered by PokerStars Casino

Note: In case you are looking for more information about this casino’s bonus offers, visit our PokerStars Casino bonuses page. Read more Read less No Deposit Bonus:Not availableDeposit Bonus:Not available Payment methods Show all (11)Payment methods (11)-

Withdrawal limits Not Limited for CAD SlotsRouletteBlackjackBettingVideo pokerBingoBaccaratJackpot gamesLive gamesPokerCraps and diceNo kenoScratch cardsNo eSports bettingCrash gamesAll games (15)- Slots

Roulette
Blackjack
Betting
Video poker
Bingo
Baccarat
Jackpot games
Live games
Poker
Craps and dice
No keno
Scratch cards
No eSports betting
Crash games

English website All languages (2)All website languagesEnglishFrenchEnglish customer support All languages (2)All customer support languagesEnglishFrenchEnglish live chat All languages (2)All livechat languagesEnglishFrench-

7.2

PokerStars Casino

Same owner

9.8

Adjarabet Casino

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Paddy Power Casino

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Betfair Casino

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Sky Casino

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Casino has its own poker platform
Live dealer games are available
Mainly poker room, featuring the biggest number of poker players online
Live chat available both before and after registration
Software provider filter not available
Local version of an international casino
The players must be 19 or over to play in the casino
Only players from Ontario are allowed to register and play

Browse all bonuses offered by PokerStars Casino, including their no deposit bonus offers and first deposit welcome bonuses.

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This is a place to share experience with PokerStars Casino. Read what other players wrote about it or write your own review and let everyone know about its positive and negative qualities based on your personal experience.

User feedback:Good Rated by 78 users

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agent8905Advanced NoviceHungary• 2 months ago Hello. I don’t have many good opinions about pokerstars lately. Unfortunately, the quality of the casino has started to decline. There are a lot of technical problems for which I don’t get much help from the support, only that they have been working on the problem for 3 days now (The answer is always the same as if a machine The bonuses have almost completely disappeared. Of course, you can always get $1-2 if you play 100-200. it’s time - Needless to say, the customer service is helpful!

A lot of technical problems.
lack of deposit bonuses
weak cashback bonus

Toshh24NoviceUnited Kingdom• 5 months ago Used to play here couple years ago with no problem.Decided to deposit for a couple hands and managed with no problem.However, as soon as my deposit is made my account get blocked and starts asking for a big KYC and dont let me play nor withdrawIf you wanted to kyc me then why didnt you do it before i deposited but only after you have the money? - Back then used to be decent

Kyc after deposit dont let me play nor withdraw
Unfair terms

deastoncupwJunior ApprenticeCanada• 7 months ago Pokerstars, I’m sure is great for poker, but I don’t play poker so I can’t comment on that. What I can comment on, however, is the fact that their geolocation software stopped working for me for almost a full year. I’m not sure exactly what happened, but one day I tried to log in and was told I couldn’t play because they couldn’t locate me.I tried every troubleshooting step available to me after talking to their customer service numerous times. Nothing worked. Since then, I stopped playing there regularly.One day I downloaded their “app” (which is poorly designed, slow, and full of bugs) for my PC, which did not change anything.Of the short time I did play here, I observed that their selection of casino games is substandard. The live casino section also is not as robust as other providers I use regularly. - Responsive customer service.

Poor selection of games.

PoxolpaJunior ApprenticeSpain• 9 months ago good bonuses and chests in addition to the prize roulette wide variety of slots buenos bonos y cofres a demás de la ruleta de premiosgran variedad de slots- prize roulette ruleta de premios

Wioletta3087Advanced NovicePoland• 9 months ago On December 11, a new version of the prize wheel promotion began, in the Christmas version, to which I was officially invited, of course, you could get 35 additional spins on the wheel for every $50 you spun, you got one spinning, of course, they had some technical problems and I immediately noticed that I should have received such an extra spin a few times, some players did and immediately, some of them were not added at the end of the day. On December 11, I wrote in the chat about this problem and the lady informed me that this problem is quite extensive, it doesn’t only concern me, and of course a week has passed, I wrote to them and I say that the promotion is over, of course, in a moment they won’t write that the promotion is over, that my salary is the one I didn’t receive for 2 and a half days because I didn’t receive it additional spins on December 11, 12 and until the afternoon of December 13, so please I wrote to the e-mail a second time, of course, at first they told me to wait, I waited and the department was still explaining my case, then I think one of the consultants got angry and said that he had done my summary of the entire game from day 11 to On December 17, which amounted to € 1,437 where the free rounds are played in USD currency, so it speaks for itself, but of course this gentleman made a quick calculation for me, dividing € 1,400 by 50 is 14, which gives 14 additional spins + 7 spins 1 spin every 24 hours, which gives 21 wheels, so what would I want if I’ve turned so many wheels and my problem was solved long ago. So I quickly calculate for this gentleman that 1,400 divided by 50 is 28 + 7 days, that is 35, so I should complete the entire offer, the entire challenge with this prize wheel. And since then, when I showed you that they must have done something to me and that this problem still exists, that none of my problems have been solved, since then until today the team is still working on solving my case, I wrote on Twitter, I wrote on Facebook on PokerStars community, I received one message, an identical “copy paste” formula, and since then I’ve been writing, they don’t even read my messages, of course, today I asked about updates again and again they said they had a lot of reports and that my problem had not been solved yet, here you go. , let’s not make fools of ourselves, it’s probably normal and obvious that only monkeys would need so much time to calculate the turn I made in 7 days. If so, one consultant did it on live chat within 20 minutes, and the technical department needs it for three weeks? So who works there? They make me look like an idiot and I won’t give up because they are cheating on me in a blatant way. 11 grudnia rozpoczęła się nowa wersja promocji koła nagród , w wersji świątecznej do której oczywiście zostałam oficjalnie zaproszona, można było zdobyć 35 dodatkowych obrotów na kole za każde obrócone 50 dolarów dostawało się jedno kręcenie oczywiście mieli jakieś problemy techniczne i od razu zauważyłam że już parę razy powinnam takie jaj obrót dodatkowy dostać niektórzy graczy dostawali i od razu na bieżąco niektórym jednak ich nie dodawano na koniec dnia 11 grudnia napisałam na czacie o tym problemie no i pani poinformowała mnie że ten problem jest dosyć obszerny że nie dotyczy tylko mnie no i oczywiście minął tydzień ja do nich napisałam ja mówię że już się promocja kończy oczywiście za chwilę nie napiszą że już po promocji że moje wynagrodzenie te które nie dostawałam przez 2 i pół dnia bo nie dostawałam dodatkowych obrotów 11 grudnia 12 i do popołudnia 13 grudnia więc proszę pisałam raz drugi na maila oczywiście tam z początku kazali mi czekać czekałam i cały czas dział wyjaśnia moją sprawę później chyba jeden konsultant się zdenerwował powiedział że zrobił moje podsumowanie całej gry od dnia 11 do dnia 17 grudnia co wyszło na kwotę 1437 € gdzie darmowe rundy są rozgrywane w walucie USD więc to samo przez siebie mówi ale oczywiście ten pan zrobił mi szybkie rozkalkulowanie że 1400 € podzielić na 50 to jest 14 co daje 14 dodatkowych obrotów + 7 obrotów 1 kręcenie co 24h co daje 21 kół więc co ja bym chciała skoro tyle obróciłam tyle mam i mój problem został dawno rozwiązany. Więc temu panu tak szybko przyliczam że 1400 podzielić na 50 to jest 28 + 7 dni to jest 35 czyli powinnam całą ofertę całe to wyzwanie z tym kołem nagród powinnam ukończyć. I od tamtej pory jak pokazałam panu że jednak chyba coś oni mnie w kulki zrobili i że to cały czas istnieje ten problem że żaden mój problem nie został rozwiązany to od tamtej pory do dnia dzisiejszego cały czas zespół pracuję nad rozwiązaniem mojej sprawy pisałam na Twitterze pisałam na Facebooku na PokerStars community odesłano mi jedną wiadomość identyczną formułkę na zasadzie “kopiuj wklej " od tamtej pory pisze nawet moich wiadomości nie odczytują oczywiście dzisiaj znowu pytałam o aktualizacje no i znowu powiedzieli że mają dużo zgłoszeń że mój problem jeszcze nie został rozwiązany no proszę was, przecież nie róbmy z siebie debili przecież to chyba normalne i oczywiste że chyba tylko małpy by potrzebowały tyle czasu na obliczenie tego jaki obrót wykonałam w ciągu 7 dni. jeżeli już to jeden konsultant zrobił na live chat e ciągu 20 minut a dział od spraw technicznych potrzebuje na to już trzeci tydzień ? To kto tam pracuje ? Robią ze mnie debila i dla tego ja nie odpuszczę bo oszukują mnie w bezczelny sposób. - Fast withdrawals. Szybkie wypłaty.

Approach to the player. Podejście do gracza.
Insolence Bezczelność
Long, troublesome solving of technical problems that never end because they are not really explained Długie uciążliwe rozwiązywanie problemów technicznych które nie mają nigdy końca bo nie są naprawdę wyjaśniane
Chat is probably a bot because their answers are pre-defined, identical answers that are predetermined and sound identical Chat chyba jest botem bo ich odpowiedzi to są ułożone zdefiniowane identyczne odpowiedzi które są z góry ustalone i brzmią identycznie
Problem downloading game history Problem z pobraniem historii gry
The technical department consists of people who shouldn’t be there Dział techniczny to ludzie którzy nie powinni tam być
Unbelievable promotions Niewiarygodne promocje
A casino with many years of experience gained my trust, which they took away in such a stupid way Kasyno z wieloletnim stażem budziło moje zaufanie które sami odebrali w tak głupi sposób

dzevadljNoviceSlovenia• 11 months ago Worst online casino i have played. On slots first one month only good bonuses and wins after that 10 months of dead spins. Lost more then 15.000€ without good bonus. All of their games are 100% bad!Including poker tournaments. Fees on deposits/cashouts. Also when you play they take 1 cent from you on every spin, dont know reason why. They’re just hungry and greedy . - Fast cashout

Rigged slots
Rigged poker
Support doesnt read emails
Support not helpfull at all
DEAD SPINS ONLY

NiftytreeratNoviceFinland• 1 year ago Quite a negative experience. It seemed that at the beginning it was clearly easier to win and after that the suction was on. I won’t try again. Aika negatiivinen kokemus. Tuntui että alussa selvästi helpompi voittaa ja sen jälkeen imu päällä. En kokeile toista kertaa. - Wide selection of games Laaja pelivalikoima

The bonus system is fun and addictive Bonusjärjestelmä on hauska ja koukuttava
Delivery slow and difficult, I had to create an account to be successful. Koitutus hidasta ja hankalaa, jouduin luomaan tilin että onnistui.
Deposits and withdrawals are subject to fees Talletukset ja nostot ovat maksullisia

Novcsi87Junior AdeptHungary• 1 year ago I don’t know where to put this casino.. the chance of winning has deteriorated a lot lately.. after a very long time in the game and it gives very little money in the bonus spins, which is why you play like that.. you have to spend 200 dollars in almost every game to finally, you enter a scatter or something similar, which gives you the right to free spins, and you pay 3-4 dollars 10-9 times out of 200 dollars, it doesn’t matter if you get 5, 10 or 20 spins, the prize is sure to be small… you could still play half a year ago on it, but today this only drives you to take down players as quickly as possible.. as well as you have built up your name, you are ruining it so much with this strategy that you are quickly taking the money much more than before.. a big name site, but not worthy of its name games..you lose a lot of players this way - quick payment

it is no longer worthy of its name..it takes a lot, but gives very little..almost unplayable

bodjaJunior ApprenticeUkraine• 1 year ago i do not know, why you have mark UNFAIR. But i made deposit 100 eur and won 3200 eur here, withdrawed after 1 hour. I think this casino if FAIR. NO problem to withdraw. - casino offer small depost bonus, but withdraw are fast without problem

this is good casino, i can say something bad here

SeeingIsBelievingUnregistered userGreece• 1 year ago I’d like to give a 5-star feedback to PokerStars online casino. It is captivating and can attract even the most incredulous potential players to join. Most importantly, it can make them trust their funds to this online casino because of its excellent live table video feed live streaming. Everything shows genuine unbiased odds, real humans, friendly and engaging dealers, treating our rounds as if we were in a real Las Vegas land-based casino.I cannot emphasize enough how rewarding its bonuses are, along with its top-notch graphics and animations. These elements add to the immersive experience of playing at PokerStars, and they have surpassed all my expectations. I would like to share my positive experience with others.One of the most important aspects of PokerStars is its realistic, fair, and excellent user-friendly casino live table UI. They have great and fast e-wallet withdrawals within minutes, available 24/7, just like in a real casino.In conclusion, PokerStars has all the modern universal and non-esoteric ingredients to assure us of genuine odds in live casino tables and to make us trust our playing funds again and again. Furthermore, as players around the globe, we don’t really mind losing as long as it is due to pure genuine odds, seeing is believing, just like when we sit in a real casino at tables of games like Baccarat or Poker or BJack that have withstood the test of time for centuries in land-based casinos. - lightning-fast e-wallet withdrawals that are processed within minutes, available 24/7

non- bureaucratic process asking sensitive documents all the time
all crystal clear, from Seeing Is Believing HD video feed to flawless balance record, in live streaming real dealer casino table
you feel comfortable and secure depositing.
its Android mobile and tablet version, casino live table’s crucial elements like balance are suspiciously tiny compared when playing in big TV screens.

Jozek1608NoviceUnited Kingdom• 1 year ago If i could i would rate this site 0 stars.Every single game is rigged.If you win something on this site this will mean that site has Some software issue.Many times during play my game was closed and there was on screen message that game had to be close because i didnt react on time.What on earth is that? First time i saw something do ridiculous as that.Plenty times during Play game just basically close itself and i Has to refresh it.They scamming people and no one is doing anything about it.The agency who supposed to make sure this kind of sites are monitored dosnt do anything about it.This site has nothing to do with fair gambling as they rigged every single game. - Cant find one

Scamming people
Rigged games

CasinoStreamer88MasterAustria• 1 year ago I’ve been registered for 5 years and have never had any problems. I like to play slots here but also poker tournaments which I particularly like!!! Site design and game selection is also huge. Support helpful and friendly. I have never had any problems with withdrawals. Overall I am very satisfied!! Highly recommended!! Bin seit 5 Jahren registriert und hatte nie Probleme.Ich spiele hier gerne Slots aber auch Poker Turniere welche mir besonders gut gefallen!!!Seiten Gestaltung sowie spiele Auswahl ist auch riesig.Support hilfsbereit und freundlich.Mit Auszahlungen hatte ich bis jetzt nie Probleme.Im großen und ganzen bin ich sehr zufrieden!!Sehr empfehlenswert!! - Many providers and great page great design. Viele Anbieter und tolle seitentolle Gestaltung.

Good Poker Tournaments! Gute Poker Turniere!
Huge selection of games. Riesen spiele Auswahl.
Overall a great casino. Im großen und ganzen ein tolles Casino.
Nothing worth mentioning. Nichts nennenswertes.

NaomiiJunior ApprenticeFinland• 1 year ago Unfortunately I can’t recommend it. They let you deposit, but after that they close your account and ask for kyc verification for a refund of 10 euros! for real. mazaripkaAdvanced NoviceLatvia• 1 year ago i deposited 100 eur with my visa card. got 100 eur bonus. After few days playing i made withdraw 1800 eur. 100 eur momentally come to my bank account, and after i uploaded my documents, i received 1700 in about 10 minutes. nice - good casino, a lot of games. max bet withbonus are 8 eur

i do not know precios. but bonus wager are huge. i made wager about 2 days playing

RobotikVisitorBulgaria• 1 year ago Simply the best poker platform I’ve seen in a long time. Some of real life casinos cant compare to this level. Structure of this casino makes it fairly simple and rewarding to gamble here. Even if you loose. - Video poker is best in a field

Live chat is not available. Non existant. Sometimes it would be handy to quickly ask for help and get a answer instead of filing report or asking via mail.

WhiteFoxZJunior ApprenticeGreece• 2 years ago Playing for a long time I don’t have any problems with withdrawals etc not a lot bonus compared to other casinos - Payments done always in time

Luck of bonus

mrTretton37ApprenticeSweden• 2 years ago Does not have all of the slot providers avalible, other then that I’d say they run a pretty standard online casino. 3 out of 5. leksandrAdeptKazakhstan• 2 years ago Hello. This is a very interesting casino, playing here I gained a lot of gaming experience, I learned that you can win the Jackpot and not get it. Most importantly, I now know that in playing with their chips I have no equal, in one day you can win 1,000,000 usd, you don’t even need to strain your brain too much. Just throw your cards on the table, the system will make you the winner. For real money for all the years of the game, I have never won a normal amount that could be withdrawn. Здравствуйте. Это очень интересное казино , играя здесь я приобрёл много игрового опыта, я узнал что можно выиграть Джекпот и не получить его. Самое главное я теперь знаю, что в игре на их фишки мне нет равных, за один день можно выиграть 1000000 usd , даже не нужно особо напрягать мозг. Просто кидай карты на стол , система сама сделает тебя победителем. На реальные деньги за все годы игры я не выиграл ни разу нормальной суммы которую можно было поставить на вывод. - Playing for chips, there is nothing better, here you are always in the black Игра на фишки, нет ничего лучше , тут вы всегда в плюсе

No cons found, the casino does everything so that you cannot win real money Минусов не найдено, казино делает всё чтобы вы не смогли выиграть реальные деньги

WylsonKJunior ApprenticeCosta Rica• 2 years ago I have been a Pokerstars user for many years, I like the variety of games, although in recent times it has changed a lot and there are fewer options, even so it is still one of my favorite casinos, even the poker options have been reduced and the amount of users too, I imagine the number of options on the market. I should mention that I have never had any problems with deposits or withdrawals. Soy usuario de Pokerstars desde hace muchos años atrás, me gusta la variedad de juegos aunque en los últimos tiempos ha cambiado bastante y hay menos opciones aún así sigue siendo uno de mis casinos favoritos, hasta las opciones de poker se han reducido y la cantidad de usuarios también, me imagino a la cantidad de opciones que hay en el mercado. Debo mencionar que nunca he tenido problemas con los depósitos ni retiros. - Speed at the time of withdrawals for profits. Rapidez a la hora de retiros por ganancias.

Some weekly free spin bonuses Algunos bonos de free spins semanales
Now the withdrawals to my country are immediate and the withdrawal amounts have been lowered, before it was 100 dollars to credit cards, now it is 10 dollars minimum amount to cards. I am delighted with this casino and that on many occasions I do not obtain profits. Ahora los retiros a mi pais son inmediatos y bajaron los montos de retiro, antes era de 100 dolares a tarjetas de credito, ahora son 10 dolares monto minimo a tarjetas. Yo encantado con este casino y eso que en muchas ocasiones no obtengo ganancias.
Customer service can and should be better. El servicio al cliente pueden y deberían ser mejor.

casinotesterApprenticeGermany• 2 years ago One of the best casinos for German players. This casino always pays out immediately and I have most of my winnings there. Absolutely safe reliable and reputable. Please comply with the terms and conditions of this casino and you will surely have your fun. I’ve already made more than €3000 in sales with this casino, I’ve never really been in the red. Verification also works without any problems. I recommend everyone to play there. The other German casinos are stingy with the winnings and try to make maximum profit Eines der besten Casinos für Deutsche Spieler. Dieses Casino Zahlt immer sofort aus und meine meisten Gewinne habe ich dort. Absolut sicher zuverlässig und Seriös. Bitte haltet die AGB von diesem Casino ein und ihr werdet mit Sicherheit euren Spass haben. Ich habe mit diesem Casino schon mehr als 3000€ Umsatz gemacht nie war ich wirklich in minus. Verifizierung klappt auch problemlos. Ich empfehle jeden dort zu spielen. Die anderen Deutschen Casinos geizen mit den Gewinnen und versuchen maximalen Profit zu schlagen - Very fast payout Sehr schnelle Auszahlung

Absolutely serious and safe Absolut seriös und sicher
Hassle-free verification Problemlose Verifizierung
High payout percentage Hohe Auszahlungsquote

dan1ApprenticeChile• 2 years ago it is the only casino that pays out winnings without any problem it doesn’t take long to pay out winnings without any problem not like mr bet casino .casino ibet . Vulcan Vegas, which are the worst casinos. I always play in almost all casinos, but the only one that is better is this casino. es el único casino que paga las ganancias sin ningún problema no tarda en pagar e retirado ganancias sin ningún problema no cono el casino mr bet .casino ibet . Vulcan vegas que son los pésimos casino yo juego siempre en casino en casi todos pero el único de todos mejor es este casino - fast in every way deposits withdrawals verification rápidos en todo los sentidos depósitos retiros verificación

games good bonuses juegos bueno bonos
could be better attention online podria ser mejor atención online
more different bonuses mas bonos distintos

marlon2bardonVisitorZimbabwe• 2 years ago Trick, bug or scam at the Pokerstars Casino RacesI wanna show you the results of the last daily Pokerstars Casino Races. In this races the scores are based on the multiplier of the bet (1000 point on 10x win) 100 consecutive spins, not depending of the stake, so theoretically everyone should have a chance to win this races. Since April they introduced a 10.000 max points limit/spin to “help negate the advantage players with more money”, but since then there are the same users in the TOP 10 of the races every and every day. Look at “5.0.”, “K.E.”, “S.-.”, “L.A.”, “O.F.”, “S.P.”, “S.I.”… users, they are winning every day. With the new rule a 45.000 score should be the best or at least in TOP3, excluding this players, but look at their scores. THE OTHER PLAYERS DOESN’T HAVE ANY CHANCE! IS THIS FAIR?I’ve sent a lots of email to Stars support, but they say that the scores are correctly win. There was other bugs in the races in the past but were solved in just few days. This one is running for 2 months.What do you think it is? A Bug, a trick, a scam or an intended bug left for some pokerstars “close” users? Is this fair?If you want to try find the bug I give you a hint: all scores are 5 multiplier and there are just few games where you can win 5 points. I didnt find it by I wish good luck to you!I think that there is a single game they are playing, and Stars don’t want to remove it and solve this problem.06.24.2022Registered:7850#1 L.A. 139,665 $1K#2 5.0. 89,555 $750#3 F.R. 85,090 $600#4 B.R. 84,360 $500#5 E.N. 83,145 $450#6 L.I. 55,195 $400#7 A.L. 52,710 $375#8 S.-. 49,155 $35006.23.2022Registered:6694#1 L.A. 119,005 $1K#2 S.P. 81,945 $750#3 F.R. 80,610 $600#4 A.L. 79,015 $500#5 S.-. 78,830 $450#6 B.R. 67,740 $400#7 S.I. 66,695 $375#8 5.0. 66,595 $350#9 K.E. 61,706 $325#10 O.F. 58,301 $300#11 L.I. 56,810 $275#12 A.I. 54,085 $250#13 E.N. 51,050 $225#14 D.U. 48,300 $20006.22.2022Registered:6544#1 K.E. 126,181 $1K#2 O.F. 100,480 $750#3 G.E. 100,080 $600#4 S.I. 85,175 $500#5 D.U. 68,670 $450#6 S.P. 68,660 $400#7 A.L. 61,530 $375#8 E.N. 53,100 $350#9 A.D. 50,355 $325#10 A.I. 49,615 $300#11 D.I. 45,560 $275#12 5.0. 45,420 $25006.21.2022Registered:6809#1 5.0. 133,535 $1K#2 D.U. 96,030 $750#3 B.R. 92,080 $600#4 K.E. 73,473 $500#5 G.E. 72,250 $450#6 A.I. 67,975 $400#7 R.U. 66,725 $375#8 S.P. 66,280 $350#9 A.L. 62,375 $325#10 S.I. 59,605 $300#11 T.U. 53,530 $275#12 E.N. 49,755 $25006.20.2022Registered:6060#1 K.E. 119,280 $1K#2 B.R. 118,315 $750#3 L.I. 115,510 $600#4 C.H. 98,010 $500#5 S.-. 93,755 $450#6 E.N. 88,675 $400#7 S.P. 87,225 $375#8 L.A. 81,240 $350#9 A.I. 80,340 $325#10 5.0. 77,895 $300#11 D.U. 70,710 $275#12 A.D. 63,435 $250#13 G.E. 63,255 $225#14 O.F. 57,140 $200#15 A.L. 52,875 $190#16 T.U. 48,710 $180#17 S.I. 47,725 $17006.19.2022Registered:7191#1 O.F. 111,835 $1K#2 L.I. 110,145 $750#3 G.E. 99,250 $600#4 L.A. 80,945 $500#5 C.H. 78,195 $450#6 S.-. 74,280 $400#7 A.L. 72,910 $375#8 A.D. 71,985 $350#9 S.P. 69,400 $325#10 B.R. 65,685 $300#11 5.0. 61,115 $275#12 K.E. 60,935 $250#13 X.V. 47,550 $22506.18.2022Registered:7871#1 S.P. 139.245 $1K#2 B.A. 117.500 $750 #3 L.A. 110.330 $600 #4 S.-. 99.710 $500 #5 C.H. 94.520 $450 #6 K.E. 93.165 $400 #7 L.I. 79.000 $375 #8 O.F. 78.865 $350 #9 A.I. 78.345 $325 #10 G.E. 78.210 $300 #11 5.0. 76.380 $275 #12 A.D. 70.770 $250 #13 B.R. 60.165 $225 #14 E.N. 57.885 $200 #15 D.U. 55.99006.17.2022Registered:8128#1 S.-. 157.140 $1K#2 2.F. 143.255 $750 #3 C.H. 115.120 $600 #4 K.E. 101.940 $500 #5 E.N. 97.295 $450 #6 O.F. 84.660 $400 #7 L.I. 84.655 $375 #8 B.A. 78.785 $350 #9 A.D. 65.245 $325 #10 D.U. 64.740 $300 #11 T.U. 63.250 $275 #12 A.L. 62.805 $250 #13 5.0. 61.680 $225 #14 S.P. 61.245 $200 #15 G.E. 60.690 $190 #16 A.I. 51.805 $180 #17 S.I. 51.27506.16.2022Registered:7820#1 D.U. 90,540 $1K#2 A.I. 67,955 $750#3 A.D. 66,780 $600#4 A.L. 59,015 $500#5 E.N. 58,080 $450#6 S.P. 54,035 $400#7 G.E. 49,925 $375#8 5.0. 47,000 $350#9 T.U. 42,595 $325#10 T.H. 41,735 $30006.15.2022Registered:6011#1 K.E. 96,425 $1K#2 5.0. 94,760 $750#3 B.A. 74,655 $600#4 O.F. 68,350 $500#5 S.P. 61,460 $450#6 A.I. 60,330 $400#7 S.I. 55,855 $375#8 T.U. 47,725 $350#9 E.N. 47,515 $325#10 L.E. 41,100 $300 Lastgardian01Unregistered userRomania• 2 years ago Most useless Customer Suport from all gambling sites in the world. I expressed my concern regarding my deposit limits and i told them that i will close the accounts if my issue is not fixed. So they acted in my name and closed the account. Who does that? Useless pieces of…brownies. Will leave negative reviews after negative reviews on all sites online, untill i bring this app down.Anonymized275ApprenticeFinland• 2 years ago Really slow issue resolving. Customer service could be better. mluzcsNovicePortugal• 2 years ago I have a bad experience. I’ve been making deposits for over a year, and I’ve never had a profit to withdraw, hence my displeasure with this casino, I’ve never been able to withdraw anything.!!!!!! Tenho uma má experiencia. Há mais de um ano que faço depósitos, e nunca mas nunca tive lucro para levantar , daí o meu desagrado com este casino, nunca deu para levantar nada.!!!!!! qa10895NoviceIndia• 2 years ago PokerStars Casino is a solid platform that deserves a high score because they have a good platform. In terms of positives, there are tons on this site including the game catalogue that boasts many top-tier developers and their games. They have been tested by loads of people around the world that are experts in that area. While the score is high, there are some negatives that we have to talk about including the lack of a live chat which leaves out the interactive part of a good online casino. Navigation is a slight problem as well which should be solved. akisaneNoviceJapan• 2 years ago Although it says “I have Japanese language support,” I was actually dismissed around 2020. Therefore, KYC with a Japanese ID card is not possible. Also, when depositing and withdrawing, the fee is sober because it goes through a mysterious process of “depositing in Japanese yen → cashing in dollars → cashing in Japanese yen and withdrawing”. In addition, I’ve been getting a lot of disconnections and freezes during play (I don’t know if it’s a line problem, a server problem, or an old software). This is a story that has been reported not only by myself but also by various people. 「日本語サポートがいる」と書かれているが、実際には2020年ごろにバッサリと解雇している。そのため、日本語の身分証明書でのKYCが不可能。また、入出金の際は「日本円で入金→ドルに換金→日本円に換金して出金」という、不思議な過程を踏むので手数料が地味に痛い。さらに、以前から（回線の問題なのかサーバーの問題なのか、はたまた古いソフトのせいなのかはわからないが）プレイ中の接続切れやフリーズがちょこちょこ発生する。これは自分だけでなくいろいろな人からの報告がある話である。 - If you withdraw less than the deposit amount, KYC is not required. Anyway, the scale is large, so players are always busy 24 hours a day. 入金額以下の出金ならKYC不要

とにかく規模が大きいので24時間いつでもプレイヤーがわんさかいる
KYC cannot use Japanese ID card and needs to prepare English one. There is no Japanese support. KYCに日本語の身分証明書が使えず英文のものを用意する必要がある日本語サポートがいない

AudreyecheneJunior ApprenticeCanada• 2 years ago I created my account 3 days later I made a MuchBetter deposit of $ 20 the next day a deposit of $ 846 by neosurf after my earnings of $ 1116 my account was blocked for verification, they asked me to provide the coupons I used to top up my account thing I sent immediately two days after my account still blocked I then sent an email to complain they tell me my account is still on investigation they can request to a third party! I was amazed i asked what i had done wrong i just reloaded my account and i played and won so why i suffered its right after a reload! For a week now they have stopped responding to my e-mails and I still do not have my money! I’m really disappointed that they are blocking players’ money for nothing! Two weeks for an audit yet I provided everything they asked me! Avoid this casino - bad casino

lyuleVisitorPoland• 3 years ago Can recommend this casino. Almost no games and bonuses restrictions for Poland. Website isn’t laggy and games work fine. Email support works not too fast but acceptable. Taktik123Advanced NoviceBulgaria• 3 years ago Technical problems in the chat can not solve the user’s problems Технически проблеми, в чата не могат да решат проблемите на потребителя - good games, easy verification добри игри, лесна верификация

technical problems with withdrawing to a bank account in the chat can not help the user технически проблеми с теглене към банкова сметка, в чата не могат да помогнат на потребителя

Take a look at the explanation of factors that we consider when calculating the Safety Index rating of PokerStars Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.

Safety Index:Above average7.2/10Very big casino, based on our research and estimatesWe consider the casino’s T&Cs to be somewhat unfairNot found on any relevant casino blacklistAverage value of withheld winnings in player complaints in relation to the casino’s sizeWe also considered other factors, which had a neutral impact on the casino’s Safety IndexThe Safety Index of this casino was calculated based on our research and data collected by our casino review team. Learn more about casino review methodology Has this casino done something unfair to you?

Submit a complaint

Unfair terms and conditions

This casino forbids certain betting patterns or strategies (even when playing without a bonus), but we have not witnessed this rule being used against players yet.
This casino forbids certain betting patterns or strategies (even when playing without a bonus), but we have not witnessed this rule being used against players yet.

Player’s account has been closed unexpectedly.

The player from Greece opened a casino account and won 4,300 but faced account closure during the verification process. She reports a lack of response to her messages and documents submitted.

Submitted: 02 Oct 2024 Case opened Current status

Waiting for player to reply

0d 10h 32m 19s

Disputed amount: £120

Player’s withdrawal process is delayed due to account restriction.

The player from the United Kingdom’s account is restricted after a £120 withdrawal attempt due to expired ID. She submitted new copies of her passport and driver’s license on September 26th but has received no communication regarding the status. Multiple attempts to contact the casino through chat and social media have yielded no response.

Read moreRead less Submitted: 01 Oct 2024 Case opened Current status

Waiting for Casino Guru to reply

1d 13h 40m 44s

Disputed amount: €100

Player’s account has been closed without explanation.

The player from Malta has had their account locked, which prevents him from accessing pending withdrawals of 30 euros and remaining funds of 65 euros. Despite numerous inquiries, customer support indicates that her account is undergoing security checks with no clear resolution or explanation provided.

Read moreRead less Submitted: 13 Sep 2024 Resolved Our verdict

Case closed

Disputed amount: €20

Player’s account is blocked with no support available.

The player from Ireland had a blocked account despite having completed the identity verification over two weeks prior. They were unable to contact the casino’s support due to technical issues and could not withdraw their funds because of turnover requirements. The issue was resolved after the player was able to confirm their email address, which allowed them to regain access and functionality of their account. The complaint had been marked as resolved in the system.

Read moreRead less Submitted: 11 Sep 2024 Case closed Our verdict

Player stopped responding

Disputed amount: €20

Player’s account is closed after deposit.

The player from Spain deposited 20€ into the casino but had her session closed immediately, which prevented her from accessing her account. She was unable to get a response through chat and sought a way to recover her funds. The Complaints Team attempted to clarify the situation regarding self-exclusion and requested further information, but ultimately could not proceed due to a lack of response from the player. Consequently, the complaint was rejected.

Read moreRead less Submitted: 04 Sep 2024 Resolved Our verdict

Case closed

Disputed amount: €420

Player’s withdrawals have been canceled and the account is blocked.

The player from Spain had several card deposits accepted but faced withdrawal cancellations using the same method. After attempting to switch to NETELLER, his account was blocked for verification despite already submitting documentation. Attempts to contact support via chat were unsuccessful. The issue was resolved after the player received the requested money.

Read moreRead less Submitted: 31 Jul 2024 Case closed Our verdict

Player stopped responding

Disputed amount: €600

Player’s account closed without refund.

The player from Spain deposited 600 euros into their Poker Stars Casino account, which was promptly closed before any bets were placed. Despite being informed that the deposit would be refunded, the player had not received the money back yet. The casino stated the account was closed due to a breach of terms and conditions, specifically that both the player and her husband had created accounts and played from the same device. The player did not respond to further inquiries, leading us to reject the complaint due to insufficient information.

Read moreRead less Submitted: 18 Jul 2024 Resolved Our verdict

Case closed

Disputed amount: €200

Player’s account closed, €200 confiscated.

The player from Ireland had deposited €200 via Skrill on PokerStars, but his account was frozen due to security checks before he could play. After providing the requested ID, proof of address, and proof of payment, the account was closed, and the €200 deposit was confiscated. We contacted the casino, which cited a violation of their General Terms as the reason for the account closure. The casino eventually refunded the player’s balance, resolving the issue.

Read moreRead less Submitted: 30 Jun 2024 Case closed Our verdict

Other

Disputed amount: €5,000

Player’s winnings have been delayed due to additional KYC requirements.

The player from Greece won 5000€ on Pokerstars but was unable to complete the KYC process due to the claim that his National ID had expired. The casino suggested obtaining a new ID or passport, which could have taken up to 3 months, leading to concerns about losing his winnings. He reported the issue to the Greek Gambling Committee. We rejected this complaint as per the player’s explicit request.

Read moreRead less Submitted: 31 May 2024 Case closed Our verdict

Player stopped responding

Disputed amount: ??

Player struggles to send verification documents.

The player from Algeria was struggling to send verification documents to PokerStars Casino. Despite multiple attempts, the documents were not reaching the site, causing transmission failures. We asked the player to clarify how he had attempted to send the documents and if he had contacted the casino about the issue. However, due to a lack of response from the player to our queries, we were unable to proceed further with the investigation or provide potential solutions. The case had been rejected, but the player retained the option to reopen this complaint in the future.

Read moreRead less Submitted: 17 Apr 2024 Case closed Our verdict

Other

Disputed amount: $10

Player’s newly registered account got closed.

The player from Mexico stated that shortly after they created an account and made a deposit in a casino, their account was flagged and deleted, with the casino stating it didn’t exist. After reviewing the player’s communication, we found out that the account had been created in the player’s mother’s name, which was against the casino’s terms and conditions. This resulted in the player’s complaint being rejected, as most casinos are strictly against creating accounts in someone else’s name. We advised the player to be more careful when creating a casino account in the future and suggested they contact the licensing authority if they disagreed with our opinion.

Read moreRead less Submitted: 16 Apr 2024 Resolved Our verdict

Case closed

Disputed amount: 58 R$

Player’s account got restricted due to an alleged link with his ex-wife’s account.

The player from Brazil had experienced a restriction on his account due to an alleged connection with his ex-wife’s account. Despite multiple attempts to resolve the issue through emails and document submissions, the issue had persisted. However, shortly after he submitted a complaint to the Complaints Team, the player reported that his account had been unblocked. We had confirmed that the player’s issue was resolved and subsequently closed the complaint.

Read moreRead less Submitted: 11 Mar 2024 Case closed Our verdict

Player stopped responding

Disputed amount: €500

Player suspects unfair gameplay at online casino.

The player from Spain had suspected that there might be inconsistencies affecting the fairness and transparency of PokerStars’ casino games. She had been maintaining a record of her gameplay and had intended to share this with the mediation team for analysis. We had informed the player that we could not proceed solely based on her descriptions and had suggested she read our article about Payout ratio (RTP). We asked for more information to strengthen the case but received no response from the player. Consequently, we were unable to investigate further and had to reject the complaint.

Read moreRead less Submitted: 23 Feb 2024 Case closed Our verdict

Player stopped responding

Disputed amount: $600

Player’s withdrawal request is being denied.

The player from New Jersey was unable to make withdrawals from an online casino, receiving only automated messages asking for justification. Despite efforts to understand and resolve the issue, the player did not respond to our inquiries. As a result, we were unable to investigate further and had to reject the complaint due to lack of player’s cooperation.

Read moreRead less Submitted: 09 Feb 2024 Resolved Our verdict

Case closed

Disputed amount: $25

Player’s account closed due to suspected multiple account ownership.

The player from Brazil had had her account locked due to suspicions of connections to multiple accounts, including her son-in-law’s. After several unsuccessful attempts to explain the situation and seek account closure and reimbursement, she filed a complaint. The issue, which had been ongoing for about a month, was finally resolved with the assistance of the casino.

Read moreRead less Submitted: 31 Jan 2024 Resolved Our verdict

Case closed

Disputed amount: $2,500

Player’s account has been frozen after winning a tournament ticket.

The player from Romania had won a $2,500 ticket through a $109 tournament satellite, but his account had been frozen due to a security check. The player had been waiting for the casino to reopen his account in time for a live event he had signed up for using the won ticket. After he submitted his complaint, he provided the requested information. Following this, his account was reopened by the casino. The player confirmed the resolution of his issue and gave permission for the complaint to be closed.

Read moreRead less Submitted: 18 Jan 2024 Case closed Our verdict

Player stopped responding

Disputed amount: 4,000 R$

Player’s account risks getting blocked due to KYC issues.

The player from Brazil had experienced problems with Pokerstars. Despite having submitted multiple documents for account verification (KYC), he had not received any feedback and was facing a potential account block in five days. His attempts to communicate through the chat system had been unsuccessful. The Complaints Team had attempted to investigate the issue but was unable to proceed due to lack of response from the player. Therefore, the complaint had been rejected.

Read moreRead less Submitted: 13 Jan 2024 Resolved Our verdict

Case closed

Disputed amount: €910

Player’s account blocked after deposit.

The player from Italy had deposited 910 euros into his online casino account when it was subsequently blocked. Despite having provided the necessary documents for review, the issue had remained unresolved since December 28. The player later reported that the issue had been resolved.

Read moreRead less Submitted: 02 Jan 2024 Resolved Our verdict

Case closed

Disputed amount: $700

Player is not receiving promised extra spins in promotion.

The player from Poland participated in the Wheel of Prizes promotion at a casino where he did not receive promised extra spins due to a technical error. The casino’s support team acknowledged the issue but miscalculated the owed spins to the player’s disadvantage. Despite repeatedly communicating with the casino, resolution is still pending after weeks.

Read moreRead less Submitted: 30 Dec 2023 Case closed Our verdict

Player stopped responding

Disputed amount: €10

Player’s account is inactive despite fulfilling verification requests.

The player from Spain, who had taken a 3-year break from a gaming app, faced issues with account verification after recharging his account. Despite having submitted all requested documents, his account remained inactive. The Complaints Team had explained the importance of the Know Your Customer (KYC) process to the player and asked for details about the documents he had provided. However, the player failed to respond within the given timeframe, which led to the complaint being rejected. The issue remained unresolved due to lack of further communication from the player.

Read moreRead less Submitted: 12 Dec 2023 Resolved Our verdict

Case closed

Disputed amount: €87

Player with self-exclusion issue lost deposit.

The player from Finland requested account closure due to a gambling problem; however, the casino allowed him to open a new account eventually. When he lost 87 euros and questioned why they allowed him to play, the casino blocked him and refused to discuss the issue or refund his money. The issue was solved less than a week after the casino representative was invited to the thread. The complaint is resolved.

Read moreRead less Submitted: 18 Nov 2023 Case closed Our verdict

Player stopped responding

Disputed amount: €20,000

Player experiences withdrawal verification delay.

The player from Portugal had difficulties withdrawing his winnings as his payment method remained under verification and Poker Stars had not provided consistent information regarding the timeline for the verification process. The player submitted all required documents and even lodged a complaint with the Portuguese authorities. However, due to the lack of response from the player to our follow-up queries, we were unable to investigate further and had to reject the complaint.

Read moreRead less Submitted: 10 Nov 2023 Unresolved Our verdict

No reaction, good regulator

Black points: 231Disputed amount: €643

Player’s account is restricted for two weeks.

The player from Portugal had his account restricted by the casino’s security department for two weeks. Despite having submitted all the requested documents, the issue remained unresolved after almost 15 days. The player had provided proof of IBAN and deposit as requested by the casino. The Complaints Team had attempted to mediate the issue by contacting the casino and extending the resolution timer, but the casino failed to respond. As a result, the complaint was marked as ‘unresolved’, potentially affecting the casino’s rating negatively. The player had been advised to contact the Gaming Regulation and Inspection Service Portugal for further assistance.

Read moreRead less Submitted: 08 Nov 2023 Resolved Our verdict

Case closed

Disputed amount: $97,000

Player’s account has been locked after attempting withdrawal.

The player from Argentina had reactivated his PokerStars account, made various deposits totaling up to 15,000 USD, and had won up to 97,000 USD. When he had attempted to make his first withdrawal, the casino had requested verification documents, restricted further withdrawals and deposits, and eventually locked his account. Despite the player’s numerous inquiries, the casino had maintained the account restriction without providing clear explanations. We had reached out to the casino for further clarification and evidence on the matter. After some time, the casino had allowed the player to withdraw his winnings but kept his account blocked. The player had confirmed receipt of his funds, and the issue had been resolved.

Read moreRead less Submitted: 18 Oct 2023 Resolved Our verdict

Case closed

Disputed amount: €1,100

Player is experiencing withdrawal issues.

The player from Slovenia has faced a withdrawal delay since August 10th, with the casino citing a third-party company investigation. The player made two separate transfers of 1,100€ and 600€, with the latter being returned due to incomplete bank details. The 1.100€ transfer remains unresolved. The issue has been resolved successfully.

Read moreRead less Submitted: 24 Sep 2023 Resolved Our verdict

Case closed

Disputed amount: €1,000

Player experiencing withdrawal delays due to account verification.

The player from Croatia has been using Pokerstars for over five years. However, the online casino has recently requested further verification, which has been pending for more than three weeks. In addition, the player’s multiple emails have not been answered and their account will be frozen in three days. The issue has been resolved successfully.

Read moreRead less Submitted: 23 Sep 2023 Resolved Our verdict

Case closed

Disputed amount: €20

Player’s deposited funds are not reflected in the account.

The player had made a deposit of €20 to Pokerstars via an instant transfer which had been debited from his bank account, but it had not appeared in his PokerStars account. Despite efforts to resolve this issue through chat and email, he had been unsuccessful. We had suggested the player contact his payment provider for an investigation as the casino could not assist in this matter. The issue was later resolved when the deposited amount was credited to the player’s PokerStars account. We then marked the complaint as ‘resolved’ in our system.

Read moreRead less Submitted: 22 Sep 2023 Case closed Our verdict

Player stopped responding

Disputed amount: €50

Player’s account blocked and funds confiscated by casino.

The player from Spain experienced a problem with double-charging for a top-up at the casino. Despite sending bank confirmation, the casino only acknowledged one top-up and subsequently blocked her account, keeping 25 euros. The issue has been unresolved for more than ten days and the casino is not responding to emails. We rejected the complaint because the player didn’t respond to our messages and questions.

Read moreRead less Submitted: 16 Sep 2023 Case closed Our verdict

Player stopped responding

Disputed amount: €190

Player’s account has been frozen after winning.

The player from Spain had faced a frozen account after attempting to withdraw her winnings. Despite having contacted the casino’s support email, she had not received any response in three days. After submitting a complaint, she had provided additional details about her account and the requested verification process. The casino had requested a photo of her face with her ID and additional documents like a bank statement or a utility bill. However, she had faced difficulties as she lived with her parents and used an online bank, which the casino did not accept. We had requested further communication from the casino, but the player did not respond. Consequently, we were unable to investigate further and had to reject the complaint.

Read moreRead less Submitted: 11 Sep 2023 Resolved Our verdict

Case closed

Disputed amount: $3,600

Player is requesting refunds of her deposits.

The player from Bulgaria registered in the register for persons addicted to gambling. However, she was still able to access her account and deposit money. The complainant confirmed that the case had already been submitted to the regulator. Therefore, the complaint was (temporarily) closed as unresolved until we are provided with the regulator’s final decision. Later, the complaint was updated to resolved because the player informed us that the obligations were settled approximately a month after the complaint closure.

Read moreRead less Submitted: 19 Jun 2023 Case closed Our verdict

Player stopped responding

Disputed amount: €26,200

Player’s winnings have been confiscated.

The player from Slovenia accumulated winnings which were later confiscated. The casino claims the winnings were not legitimate because the game malfunctioned. Since the casino informed us that they cannot provide us with the necessary details and information to sufficiently review the issue on our side, we advised the player to consult one of the casino’s ADRs or MGA and to provide us with a confirmation of a submitted complaint. However, this complaint was later rejected because the player did not respond to our messages and questions.

Read moreRead less Submitted: 06 May 2023 Resolved Our verdict

Case closed

Disputed amount: $1,992,846

Player’s account has been blocked and audited.

The player from Japan had the account blocked for an audit after accumulating a substantial win. The account checks took longer than expected, however, the player has confirmed that in cooperation with his payment method provider and customizing the limits, he received the funds approximately 2.5 months after the account block was made. The complaint is resolved.

Read moreRead less Submitted: 04 Mar 2023 Case closed Our verdict

Unjustified complaint

Disputed amount: $500

Player has succeeded in opening an account from a restricted country.

The player from the Netherlands has registered an account despite his country being listed between restricted ones. After a closer examination, we ended up rejecting this complaint as unjustified.

Submitted: 27 Feb 2023 Case closed Our verdict

Player stopped responding

Disputed amount: $1,162

The player’s account got blocked.

The player’s account got blocked for unknown reason. The complaint was closed as we are waiting for the regulator’s decision. We have reopened this complaint after more than 3 months to check with the player to see if the issue has been resolved. Although it seems as though this issue has been resolved, as we haven’t had a further response from the player to confirm this, we are, unfortunately, forced to reject this complaint.

Read moreRead less Submitted: 23 Feb 2023 Case closed Our verdict

Unjustified complaint

Disputed amount: $22

Player experienced a technical glitch.

The player from the US experienced some technical difficulties. The casino blocked his account due to suspicion of a gambling problem. Since this didn’t affect the player’s real money balance, we were forced to close this complaint.

Read moreRead less Submitted: 18 Dec 2022 Case closed Our verdict

Player stopped responding

Disputed amount: €2,000

The player struggles to verify his account.

The player struggles to verify his account as his address changed since the registration. The complaint was closed as the player stopped responding.

Submitted: 24 Oct 2022 Case closed Our verdict

Player stopped responding

Disputed amount: $44

The player’s account got blocked.

The player’s account got blocked for unknown reason. The complaint was closed as the player stopped responding.

Submitted: 03 Oct 2022 Unresolved Our verdict

Waiting for decision of regulator

Disputed amount: $1,800

Player’s account has been blocked.

The player from Ukraine had his account suspended during the poker tournament. Subsequently, he was accused of being connected to another player and the account was blocked together with the remaining active balance.

Read moreRead less Submitted: 27 Sep 2022 Resolved Our verdict

Case closed

Disputed amount: €1,900

The player’s account got blocked.

The player’s account got blocked for an unknown reason. The casino stated that the player’s account had not passed a recent check and was now closed permanently. They were unable to provide any further explanation for security reasons. The player’s balance withdrawal request was also being reviewed and they would be contacted by e-mail as soon as possible. After some time, the player’s withdrawal was processed and they received their payment. Consequently, the complaint was closed as ‘resolved’.

Read moreRead less Submitted: 14 Sep 2022 Resolved Our verdict

Case closed

Disputed amount: €700

Player’s asking for a deposit refund.

The player from Ireland requested an account closure because of gambling issues, however, the casino reopened her account. The casino refunded the player’s deposits, therefore, we closed this complaint as resolved.

Read moreRead less Submitted: 25 Jun 2022 Case closed Our verdict

Unjustified complaint

Disputed amount: €420

Player’s attempt to self-exclude from the casino has been overlooked.

The player from Finland has requested a self-exclusion. Unfortunately, the inquiry was ignored. After the complete examination of the case, we came to the conclusion that the complaint was unjustified.

Read moreRead less Submitted: 11 May 2022 Case closed Our verdict

Unjustified complaint

Disputed amount: ??

Player has been accused of opening multiple accounts.

The player from Italy has been accused of opening multiple accounts. Admittedly, her partner had an account in the same casino. After a closer examination, we ended up rejecting this complaint as unjustified.

Read moreRead less Submitted: 02 May 2022 Resolved Our verdict

Case closed

Disputed amount: €683

Player’s winnings have been reduced.

The player from Portugal had their bonus winnings capped. The complaint was resolved as the player informed us that the casino dealt with it.

Submitted: 10 Jan 2022 Case closed Our verdict

Unjustified complaint

Disputed amount: £500

Player’s account has been restricted.

The player from United Kingdom is experiencing difficulties verifying his casino account due to missing proof of income. After a closer examination, we ended up rejecting this complaint as unjustified.

Read moreRead less Submitted: 04 Jan 2022 Unresolved Our verdict

Justified complaint

Black points: 701Disputed amount: Can$1,116

Player’s struggling to complete account verification.

The player from Canada is experiencing difficulties withdrawing her winnings due to ongoing verification. After a few months in the resolution process of this complaint without any glimpse of success, we saw the verification process to take too long and decided to close this complaint as ‘unresolved’.

Read moreRead less Submitted: 22 Nov 2021 Case closed Our verdict

Player stopped responding

Disputed amount: €250

Player complains that she didn’t win anything.

The player from Italy is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 04 Nov 2021 Case closed Our verdict

Unjustified complaint

Disputed amount: €600

Player complains about unauthorized deposits.

The player from Finland is complaining about unauthorized transactions. We’ve rejected this complaint as unjustified.

Submitted: 29 Aug 2021 Resolved Our verdict

Case closed

Disputed amount: $20

Player’s not able to withdraw winnings.

The player from Bulgaria was unable to request a withdrawal via bank stransfer because allegedly 24 hours had not passed since his previous withdrawal request was processed. The player was later able to withdraw his funds via another payment method. The complaint was closed as ‘resolved’.

Read moreRead less Submitted: 12 Aug 2021 Resolved Our verdict

Case closed

Disputed amount: $1,000

Player’s struggling to complete the account verification.

The player from Romania is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.

Submitted: 08 Jun 2021 Case closed Our verdict

Player stopped responding

Disputed amount: €53

Player’s account has been charged inaccurately.

The player from Greece had the poker winnings taxed twice which led to a negative account balance. He stopped responding.

Submitted: 22 Mar 2021 Unresolved Our verdict

No reaction, passive regulator

Black points: 168Disputed amount: $440

Player’s withdrawal has been delayed.

The player from Greece requested withdrawal a few weeks ago, and it’s been pending since.

Submitted: 18 Mar 2021 Unresolved Our verdict

No reaction policy, good regulator

Black points: 15Disputed amount: $104

Player’s active balance became negative.

The player from United States has his account in negative numbers due to unsuccessful transactions. The complaint was closed as unresolved as the casino did not respond to us, therefor we could not continue solving the issue.

Read moreRead less Submitted: 18 Dec 2020 Resolved Our verdict

Case closed

Disputed amount: €200

Player’s struggling to withdraw his winnings.

The player from Portugal is experiencing difficulties withdrawing his winnings. Player’s complaint has been resolved successfully.

Submitted: 12 Dec 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 212Disputed amount: €3,752

Player wishes to submit documents for verification.

The player from Luxemburg requested a withdrawal and the casino asked him to submit additional documents. The casino didn’t accept them, so his withdrawal hasn’t been processed yet.

Submitted: 23 Nov 2020 Case closed Our verdict

Player stopped responding

Disputed amount: 101 kr

Player has experienced technical glitch.

The player from Sweden has experienced a technical glitch while playing a specific slot machine. We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 26 Oct 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 66Disputed amount: $835

Player’s struggling to complete additional account verification.

The player from Bulgaria is experiencing difficulties completing random security check as the casino has requested additional personal documents.

Submitted: 13 Oct 2020 Unresolved Our verdict

No reaction, good regulator

Black points: 18Disputed amount: $60

Player’s winnings have been confiscated.

The player from Argentina had his winnings confiscated because he breached the Bonus T&Cs.

Submitted: 26 Sep 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €10

Player’s account has been closed.

The player’s account has been closed right after his first deposit. The complaint was rejected as the player did not respond to us.

Submitted: 22 Sep 2020 Resolved Our verdict

Case closed

Disputed amount: €2,150

Player’s account has been frozen.

The player from Spain had her account suspended after being associated with another self-excluded player. After some time passed Casino paid out player’s winnings.

Submitted: 01 Sep 2020 Case closed Our verdict

Player stopped responding

Disputed amount: $1,000

Player’s unable to withdraw.

The player’s unable to withdraw his money from his closed account. The complaint was rejected as the player did not respond to us.

Submitted: 29 Aug 2020 Case closed Our verdict

Other

Disputed amount: €50

Player is experiencing some problem with games.

The player from Greece experienced some problems with the games. We rejected this case because it isn’t possible to prove that the connection issue was on the casino’s side and the casino didn’t gain any advantage from the player’s loss.

Read moreRead less Submitted: 15 Aug 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €400

Player is struggling to receive his winnings due to unfinished KYC process.

The player from Greece has requested a withdrawal, unfortunately, it has been pending due to ongoing verification. We rejected the complaint because the player didn’t respond to our messages and questions.

Read moreRead less Submitted: 05 Aug 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 20Disputed amount: $284

Player’s account has been suspended.

The player from Argentina has been accused, supposedly, of opening multiple accounts. After we haven’t received any answer from the casino for two weeks we had to mark this complaint as “unresolved”.

Submitted: 16 Jul 2020 Case closed Our verdict

Other

Disputed amount: €100

Player has been asked to provide documents for additional account verification.

The player from Portugal was prompted to provide additional documents for the KYC, even if her account has been verified in the past. We were forced to reject this complaint.

Submitted: 20 May 2020 Resolved Our verdict

Case closed

Disputed amount: €10

Player’s account has been suspended.

The player from the Netherlands had his account suspended because of profanity. The player sent us an email, that his issue was resolved.

Submitted: 20 May 2020 Resolved Our verdict

Case closed

Disputed amount: €1,000

Player’s account has been suspended.

The player from Germany has accessed his account after a long time. When he’s tried to change the personal information, the account got suspended. The issue was successfully resolved.

Submitted: 19 May 2020 Resolved Our verdict

Case closed

Disputed amount: $12.5

Player’s struggling to complete KYC verification.

The player from Greece has sent all the requested documents for the verification five days ago. The player’s account has been successfully verified, the issue was resolved.

Submitted: 06 May 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 11Disputed amount: €120

Player is dissatisfied with overall casino experience.

The player from Portugal is having difficulties with playing games and completing KYC verification.

Submitted: 04 May 2020 Case closed Our verdict

Other

Disputed amount: $26,000

Player’s account has been blocked.

The player from Bulgaria had his account suspended in the middle of a tournament, after confronting the casino about software issues. We’ve rejected this complaint as per the player’s explicit request.

Read moreRead less Submitted: 02 May 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €200

Player’s withdrawal has been delayed.

The player from Spain has requested a withdrawal almost 2 months ago. It has been pending since. We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 26 Feb 2020 Case closed Our verdict

Regulator: Casino was right

Disputed amount: $3,515

Player’s account was closed and winnings confiscated.

Jeffrey from the United States has a problem with Pokerstars Casino. After he won, his account was closed. As a reason, the casino accused him of placing risk free bets knowingly.

Submitted: 23 Dec 2019 Unresolved Our verdict

Technical glitch

Black points: 99Disputed amount: $500

Player is complaining about a game.

The player played Jackpot Jester 50000 and found out that from his coins balance was deducted 200 coins instead of 100.

Submitted: 12 Dec 2019 Resolved Our verdict

Case closed

Disputed amount: €600

Player’s account has been suspended without an explanation.

The player from Austria is experiencing difficulties contacting the casino after his account has been closed. Player’s complaint is now resolved.

The player from Italy had had an issue with Betfair casino regarding a deposit of 150€ that had seemingly failed but was confirmed by PayPal. The player later informed us that the issue had been resolved and the funds had been credited to his account. We had marked the complaint as ‘resolved’ in our system.

Case closed

Disputed amount: €18

Player has been accused of opening multiple accounts.

The player from Italy has been accused of opening multiple accounts. Admittedly, his mother had an account in the same casino. Player’s complaint has been resolved successfully.

Case closed

Disputed amount: €148

Player’s account has been blocked.

The player from Italy had her account blocked without further explanation. Player’s complaint has been resolved successfully.

Complaints directly about PokerStars Casino

Case opened Current status

Waiting for player to reply

2d 7h 32m 19s

Disputed amount: €50

Player’s account has been closed unexpectedly.

The player from Greece opened a casino account and won 4,300 but faced account closure during the verification process. She reports a lack of response to her messages and documents submitted.

Submitted: 02 Oct 2024 Case opened Current status

Waiting for player to reply

0d 10h 32m 19s

Disputed amount: £120

Player’s withdrawal process is delayed due to account restriction.

Read moreRead less Submitted: 01 Oct 2024 Case opened Current status

Read moreRead less Submitted: 04 Mar 2023 Case closed Our verdict

Unjustified complaint

Disputed amount: $500

Player has succeeded in opening an account from a restricted country.

The player from the Netherlands has registered an account despite his country being listed between restricted ones. After a closer examination, we ended up rejecting this complaint as unjustified.

Submitted: 27 Feb 2023 Case closed Our verdict

Player stopped responding

Disputed amount: $1,162

The player’s account got blocked.

Read moreRead less Submitted: 23 Feb 2023 Case closed Our verdict

Unjustified complaint

Disputed amount: $22

Player experienced a technical glitch.

Read moreRead less Submitted: 18 Dec 2022 Case closed Our verdict

Player stopped responding

Disputed amount: €2,000

The player struggles to verify his account.

The player struggles to verify his account as his address changed since the registration. The complaint was closed as the player stopped responding.

Submitted: 24 Oct 2022 Case closed Our verdict

Player stopped responding

Disputed amount: $44

The player’s account got blocked.

Player’s winnings have been reduced.

The player from Portugal had their bonus winnings capped. The complaint was resolved as the player informed us that the casino dealt with it.

Submitted: 10 Jan 2022 Case closed Our verdict

Unjustified complaint

Disputed amount: £500

Player’s account has been restricted.

Read moreRead less Submitted: 04 Jan 2022 Unresolved Our verdict

Justified complaint

Black points: 701Disputed amount: Can$1,116

Player’s struggling to complete account verification.

Read moreRead less Submitted: 22 Nov 2021 Case closed Our verdict

Player stopped responding

Disputed amount: €250

Player complains that she didn’t win anything.

The player from Italy is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 04 Nov 2021 Case closed Our verdict

Unjustified complaint

Disputed amount: €600

Player complains about unauthorized deposits.

The player from Finland is complaining about unauthorized transactions. We’ve rejected this complaint as unjustified.

Submitted: 29 Aug 2021 Resolved Our verdict

Case closed

Disputed amount: $20

Player’s not able to withdraw winnings.

Read moreRead less Submitted: 12 Aug 2021 Resolved Our verdict

Case closed

Disputed amount: $1,000

Player’s struggling to complete the account verification.

The player from Romania is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.

Submitted: 08 Jun 2021 Case closed Our verdict

Player stopped responding

Disputed amount: €53

Player’s account has been charged inaccurately.

The player from Greece had the poker winnings taxed twice which led to a negative account balance. He stopped responding.

Submitted: 22 Mar 2021 Unresolved Our verdict

No reaction, passive regulator

Black points: 168Disputed amount: $440

Player’s withdrawal has been delayed.

The player from Greece requested withdrawal a few weeks ago, and it’s been pending since.

Submitted: 18 Mar 2021 Unresolved Our verdict

No reaction policy, good regulator

Black points: 15Disputed amount: $104

Player’s active balance became negative.

Read moreRead less Submitted: 18 Dec 2020 Resolved Our verdict

Case closed

Disputed amount: €200

Player’s struggling to withdraw his winnings.

The player from Portugal is experiencing difficulties withdrawing his winnings. Player’s complaint has been resolved successfully.

Submitted: 12 Dec 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 212Disputed amount: €3,752

Player wishes to submit documents for verification.

The player from Luxemburg requested a withdrawal and the casino asked him to submit additional documents. The casino didn’t accept them, so his withdrawal hasn’t been processed yet.

Submitted: 23 Nov 2020 Case closed Our verdict

Player stopped responding

Disputed amount: 101 kr

Player has experienced technical glitch.

The player from Sweden has experienced a technical glitch while playing a specific slot machine. We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 26 Oct 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 66Disputed amount: $835

Player’s struggling to complete additional account verification.

The player from Bulgaria is experiencing difficulties completing random security check as the casino has requested additional personal documents.

Submitted: 13 Oct 2020 Unresolved Our verdict

No reaction, good regulator

Black points: 18Disputed amount: $60

Player’s winnings have been confiscated.

The player from Argentina had his winnings confiscated because he breached the Bonus T&Cs.

Submitted: 26 Sep 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €10

Player’s account has been closed.

The player’s account has been closed right after his first deposit. The complaint was rejected as the player did not respond to us.

Submitted: 22 Sep 2020 Resolved Our verdict

Case closed

Disputed amount: €2,150

Player’s account has been frozen.

The player from Spain had her account suspended after being associated with another self-excluded player. After some time passed Casino paid out player’s winnings.

Submitted: 01 Sep 2020 Case closed Our verdict

Player stopped responding

Disputed amount: $1,000

Player’s unable to withdraw.

The player’s unable to withdraw his money from his closed account. The complaint was rejected as the player did not respond to us.

Submitted: 29 Aug 2020 Case closed Our verdict

Other

Disputed amount: €50

Player is experiencing some problem with games.

Read moreRead less Submitted: 15 Aug 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €400

Player is struggling to receive his winnings due to unfinished KYC process.

Read moreRead less Submitted: 05 Aug 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 20Disputed amount: $284

Read moreRead less Submitted: 02 May 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €200

Player’s withdrawal has been delayed.

The player from Spain has requested a withdrawal almost 2 months ago. It has been pending since. We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 26 Feb 2020 Case closed Our verdict

Regulator: Casino was right

Disputed amount: $3,515

Player’s account was closed and winnings confiscated.

Jeffrey from the United States has a problem with Pokerstars Casino. After he won, his account was closed. As a reason, the casino accused him of placing risk free bets knowingly.

Submitted: 23 Dec 2019 Unresolved Our verdict

Technical glitch

Black points: 99Disputed amount: $500

Player is complaining about a game.

The player played Jackpot Jester 50000 and found out that from his coins balance was deducted 200 coins instead of 100.

Submitted: 12 Dec 2019 Resolved Our verdict

Case closed

Disputed amount: €600

Player’s account has been suspended without an explanation.

The player from Austria is experiencing difficulties contacting the casino after his account has been closed. Player’s complaint is now resolved.

Disputed amount: €148

Player’s account has been blocked.

The player from Italy had her account blocked without further explanation. Player’s complaint has been resolved successfully.

Waiting for player to reply

2d 7h 32m 19s

Disputed amount: €50

Player’s account has been closed unexpectedly.

The player from Greece opened a casino account and won 4,300 but faced account closure during the verification process. She reports a lack of response to her messages and documents submitted.

Submitted: 02 Oct 2024

2d 7h 32m 19s

The player from Greece opened a casino account and won 4,300 but faced account closure during the verification process. She reports a lack of response to her messages and documents submitted.

Case opened Current status

Waiting for player to reply

0d 10h 32m 19s

Disputed amount: £120

Player’s withdrawal process is delayed due to account restriction.

Read moreRead less Submitted: 01 Oct 2024

0d 10h 32m 19s

Case opened Current status

Waiting for Casino Guru to reply

1d 13h 40m 44s

Disputed amount: €100

Player’s account has been closed without explanation.

Read moreRead less Submitted: 13 Sep 2024

Unjustified complaint

Disputed amount: $500

Player has succeeded in opening an account from a restricted country.

The player from the Netherlands has registered an account despite his country being listed between restricted ones. After a closer examination, we ended up rejecting this complaint as unjustified.

Submitted: 27 Feb 2023 Case closed Our verdict

Player stopped responding

Disputed amount: $1,162

The player’s account got blocked.

Read moreRead less Submitted: 23 Feb 2023 Case closed Our verdict

Unjustified complaint

Disputed amount: $22

Player experienced a technical glitch.

Read moreRead less Submitted: 18 Dec 2022 Case closed Our verdict

Player stopped responding

Disputed amount: €2,000

The player struggles to verify his account.

The player struggles to verify his account as his address changed since the registration. The complaint was closed as the player stopped responding.

Submitted: 24 Oct 2022 Case closed Our verdict

Player stopped responding

Disputed amount: $44

The player’s account got blocked.

Player’s winnings have been reduced.

The player from Portugal had their bonus winnings capped. The complaint was resolved as the player informed us that the casino dealt with it.

Submitted: 10 Jan 2022 Case closed Our verdict

Unjustified complaint

Disputed amount: £500

Player’s account has been restricted.

Read moreRead less Submitted: 04 Jan 2022 Unresolved Our verdict

Justified complaint

Black points: 701Disputed amount: Can$1,116

Player’s struggling to complete account verification.

Read moreRead less Submitted: 22 Nov 2021 Case closed Our verdict

Player stopped responding

Disputed amount: €250

Player complains that she didn’t win anything.

The player from Italy is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 04 Nov 2021 Case closed Our verdict

Unjustified complaint

Disputed amount: €600

Player complains about unauthorized deposits.

The player from Finland is complaining about unauthorized transactions. We’ve rejected this complaint as unjustified.

Submitted: 29 Aug 2021 Resolved Our verdict

Case closed

Disputed amount: $20

Player’s not able to withdraw winnings.

Read moreRead less Submitted: 12 Aug 2021 Resolved Our verdict

Case closed

Disputed amount: $1,000

Player’s struggling to complete the account verification.

The player from Romania is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.

Submitted: 08 Jun 2021 Case closed Our verdict

Player stopped responding

Disputed amount: €53

Player’s account has been charged inaccurately.

The player from Greece had the poker winnings taxed twice which led to a negative account balance. He stopped responding.

Submitted: 22 Mar 2021 Unresolved Our verdict

No reaction, passive regulator

Black points: 168Disputed amount: $440

Player’s withdrawal has been delayed.

The player from Greece requested withdrawal a few weeks ago, and it’s been pending since.

Submitted: 18 Mar 2021 Unresolved Our verdict

No reaction policy, good regulator

Black points: 15Disputed amount: $104

Player’s active balance became negative.

Read moreRead less Submitted: 18 Dec 2020 Resolved Our verdict

Case closed

Disputed amount: €200

Player’s struggling to withdraw his winnings.

The player from Portugal is experiencing difficulties withdrawing his winnings. Player’s complaint has been resolved successfully.

Submitted: 12 Dec 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 212Disputed amount: €3,752

Player wishes to submit documents for verification.

The player from Luxemburg requested a withdrawal and the casino asked him to submit additional documents. The casino didn’t accept them, so his withdrawal hasn’t been processed yet.

Submitted: 23 Nov 2020 Case closed Our verdict

Player stopped responding

Disputed amount: 101 kr

Player has experienced technical glitch.

The player from Sweden has experienced a technical glitch while playing a specific slot machine. We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 26 Oct 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 66Disputed amount: $835

Player’s struggling to complete additional account verification.

The player from Bulgaria is experiencing difficulties completing random security check as the casino has requested additional personal documents.

Submitted: 13 Oct 2020 Unresolved Our verdict

No reaction, good regulator

Black points: 18Disputed amount: $60

Player’s winnings have been confiscated.

The player from Argentina had his winnings confiscated because he breached the Bonus T&Cs.

Submitted: 26 Sep 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €10

Player’s account has been closed.

The player’s account has been closed right after his first deposit. The complaint was rejected as the player did not respond to us.

Submitted: 22 Sep 2020 Resolved Our verdict

Case closed

Disputed amount: €2,150

Player’s account has been frozen.

The player from Spain had her account suspended after being associated with another self-excluded player. After some time passed Casino paid out player’s winnings.

Submitted: 01 Sep 2020 Case closed Our verdict

Player stopped responding

Disputed amount: $1,000

Player’s unable to withdraw.

The player’s unable to withdraw his money from his closed account. The complaint was rejected as the player did not respond to us.

Submitted: 29 Aug 2020 Case closed Our verdict

Other

Disputed amount: €50

Player is experiencing some problem with games.

Read moreRead less Submitted: 15 Aug 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €400

Player is struggling to receive his winnings due to unfinished KYC process.

Read moreRead less Submitted: 05 Aug 2020 Unresolved Our verdict

No reaction policy, good regulator

Black points: 20Disputed amount: $284

Read moreRead less Submitted: 02 May 2020 Case closed Our verdict

Player stopped responding

Disputed amount: €200

Player’s withdrawal has been delayed.

The player from Spain has requested a withdrawal almost 2 months ago. It has been pending since. We rejected the complaint because the player didn’t respond to our messages and questions.

Submitted: 26 Feb 2020 Case closed Our verdict

Regulator: Casino was right

Disputed amount: $3,515

Player’s account was closed and winnings confiscated.

Jeffrey from the United States has a problem with Pokerstars Casino. After he won, his account was closed. As a reason, the casino accused him of placing risk free bets knowingly.

Submitted: 23 Dec 2019 Unresolved Our verdict

Technical glitch

Black points: 99Disputed amount: $500

Player is complaining about a game.

The player played Jackpot Jester 50000 and found out that from his coins balance was deducted 200 coins instead of 100.

Submitted: 12 Dec 2019 Resolved Our verdict

Case closed

Disputed amount: €600

Player’s account has been suspended without an explanation.

The player from Austria is experiencing difficulties contacting the casino after his account has been closed. Player’s complaint is now resolved.

Disputed amount: €148

Player’s account has been blocked.

The player from Italy had her account blocked without further explanation. Player’s complaint has been resolved successfully.

Betfair CasinoSafety Index:Very highSafety Index Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly. Submitted: 26 Mar 2021 The player from Mexico stated that shortly after they created an account and made a deposit in a casino, their account was flagged and deleted, with the casino stating it didn’t exist. After reviewing the player’s communication, we found out that the account had been created in the player’s mother’s name, which was against the casino’s terms and conditions. This resulted in the player’s complaint being rejected, as most casinos are strictly against creating accounts in someone else’s name. We advised the player to be more careful when creating a casino account in the future and suggested they contact the licensing authority if they disagreed with our opinion.