PokerStars Casino DE - Spillerens indsatte midler afspejles ikke på kontoen.

Hello,

On September 21st, 2023 at around 6:35 p.m. I made a deposit via instant transfer of €20 at Pokerstars. The amount was immediately debited from my bank account (see attachment for account statement). Credit at PokerStars is missing. According to Pokerstars, deposits are credited via instant transfer within a maximum of 5 minutes.

I have tried unsuccessfully to get my credit from Pokerstars via chat and email.

Thank you for your support

Kind regards

Josef S***

Hallo,

am 21.09.2023 um ca. 18.35 Uhr habe ich eine Einzahlung per Sofort-Überweisung in Höhe von 20 € bei Pokerstars getätigt. Betrag wurde meinem Bankkonto sofort belastet (Kontoauszug siehe Anhang). Gutschrift bei PokerStars fehlt. Laut Angaben von Pokerstars werden Einzahlung per Sofort-Überweisung innerhalb von max. 5 Minuten gutgeschrieben.

Habe bislang erfolglos per Chat und Email versucht meine Gutschrift bei Pokerstars zu erhalten.

Vielen Dank für Ihre Unterstützung

Schöne Grüße

Josef S***

Dear fazerjoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

The amount has now been credited

Der Betrag wurde inzwischen gutgeschrieben

Dear fazerjoe,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru