a1b2c3
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Hey everyone, sharing my nightmare experience with PokerStars (MGA-licensed via TSG Interactive) from before June 2020. After wagering over $2 million in a multiple day gamble session on their site, I tried to withdraw $90,000 USD. My account was already verified, but they demanded re-verification at withdrawal and then things went south.
They blocked the withdrawal for "verification" but didn't ring-fence the funds as required by MGA's Player Protection Directive (Article 30 – money requested for withdrawal can't be wagered). I could still play with the full balance, no new deposits needed. Like giving crack to an addict – I ended up losing the entire $90K while waiting over multiple days.
I attempted the withdrawal over 10 times, filled multiple contact forms begging them to block my account during verification, and reached out via Facebook, Twitter, and email – crickets, no response. Exactly the moment I lost the $90K, they promoted me to VIP status. I contacted VIP support with my complaint and evidence of the violations, but they brushed it off and didn't care.
When I filed a formal complaint, instead of reimbursing the lost amount, they deleted my account entirely. This feels like a clear breach of MGA rules on fund protection, prompt support, and fair complaints handling. Has anyone else dealt with this? Advice on escalating to eCOGRA or MGA appreciated!
Note: I learned that eCOGRA, their ADR provider, typically only reviews complaints if they're filed within one year of the operator's final decision—my case is older (pre- june 2020), so they might reject it outright. That said, I didn't drag my feet on this; right after PokerStars' customer service (including VIP support) brushed me off and deleted my account, I tried escalating immediately. But the whole ordeal hit me hard—I sank into depression, which took a massive toll on my mental health and energy for months. Once I could, I reached out to multiple law firms in my country for help, but none had the guts to take on a giant like PokerStars. The only one that showed interest turned out to have a conflict of interest—they were actually PokerStars' lawyers here. Feels like the system's stacked against regular players. Any tips on pushing this further?
They blocked the withdrawal for "verification" but didn't ring-fence the funds as required by MGA's Player Protection Directive (Article 30 – money requested for withdrawal can't be wagered). I could still play with the full balance, no new deposits needed. Like giving crack to an addict – I ended up losing the entire $90K while waiting over multiple days.
I attempted the withdrawal over 10 times, filled multiple contact forms begging them to block my account during verification, and reached out via Facebook, Twitter, and email – crickets, no response. Exactly the moment I lost the $90K, they promoted me to VIP status. I contacted VIP support with my complaint and evidence of the violations, but they brushed it off and didn't care.
When I filed a formal complaint, instead of reimbursing the lost amount, they deleted my account entirely. This feels like a clear breach of MGA rules on fund protection, prompt support, and fair complaints handling. Has anyone else dealt with this? Advice on escalating to eCOGRA or MGA appreciated!
Note: I learned that eCOGRA, their ADR provider, typically only reviews complaints if they're filed within one year of the operator's final decision—my case is older (pre- june 2020), so they might reject it outright. That said, I didn't drag my feet on this; right after PokerStars' customer service (including VIP support) brushed me off and deleted my account, I tried escalating immediately. But the whole ordeal hit me hard—I sank into depression, which took a massive toll on my mental health and energy for months. Once I could, I reached out to multiple law firms in my country for help, but none had the guts to take on a giant like PokerStars. The only one that showed interest turned out to have a conflict of interest—they were actually PokerStars' lawyers here. Feels like the system's stacked against regular players. Any tips on pushing this further?
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