Dear Gustavo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://eur.pokerstarscasino.eu/tos/:

"A User may only have one Stars Account with The Stars Group and shall only use the Service using such single account. It is prohibited for a User to open multiple accounts with The Stars Group. In the event that The Stars Group becomes aware of additional accounts opened by a User, The Stars Group may close such additional accounts without notice and may confiscate funds held in such accounts."

"CONCURRENT LOGINS. The Stars Group strictly prohibits a User to be logged in to more than one account within the same player pool (i.e. at the same poker table or in the same tournament) at the same time, whether any play activity occurs on any such account or not. The Stars Group shall have the right to terminate a User's account and may confiscate funds held in such account if a User engages or attempts to engage in any such activity, regardless of the outcome of such attempt."

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have ever participated in the same tournament, together with your wife? Have you been using separate accounts with separate depositing payment methods? If there’s any relevant communication between you and the casino, please forward it to [email protected].  I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Do I understand it correctly that you have deposited funds into your wife’s account?

I have checked terms and conditions, and this is what I found https://eur.pokerstarscasino.eu/tos/:

?Without prejudice to any other rights, including the generality of Clause 10.3, if a User breaches in whole or in part any provision contained herein, including, without limitation, if any of the following occurs:

• the name on a User's account with The Stars Group does not match the name on the credit card(s) used to make deposits in that account;

The Stars Group or any other company within the Group reserves the right, in its unfettered discretion, to take such action as it sees fit, including terminating this Agreement or any other agreement in place with the User, immediately blocking the User's access to the Service or to any other service offered by The Stars Group, terminating such User's account on the Sites or on any other site operated by The Stars Group, seizing or quarantining all monies held in the User's account on the Sites or on any other site operated by The Stars Group and/or taking legal action against such User."

Ok, I honestly did not read that, but I understand that it is very exaggerated to retain the money, in any case, they should retain the money from her account that was where the fault was made, in my account no. I want my money back. What can I do to get it back? They are stealing my money, the worst thing is that they do not answer my messages, they have an email customer service center to which they never answer. I sincerely want to get my money back. In any case, they should not allow money to be deposited in the name of another user and that's it, but they allow that to get your money, it is a scam, a robbery.

Ok, sinceramente no leí eso, pero entiendo que es muy exagerado retenerme el dinero, en todo caso, deberían retener el dinero de la cuenta de ella que fue donde se realizó la falta, en mi cuenta no. Yo quiero que me devuelvan el dinero. Que puedo hacer para recuperaelo? Me están robando el dinero, lo peor es que no responden mis mensajes, tienen un centro de atención al cliente por email al cual nunca contestan. Sinceramente quiero recuperar mi dinero. En todo caso, no deberían permitir que se deposite plata a nombre de otro usuario y listo, pero ellos permiten eso para sacarte el dinero, es una estafa, un robo.

Dear Gustavo,

I'm sure you understand there’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Could you please advise how much were the funds deposited from your bank account to your wife's casino account? Maybe we could try to get a refund of your deposits. Thank you in advance.

Thank you very much Gustavo for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask PokerStars Casino to join this case. Is there any possibility to retreive the player's balance?

Unfortunately the casino hasn’t provided any answer on this case. However, I would like to ask PokerStars Casino again to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

www.kpvfaw.com