GazWhit

As I have already explained. I wasn’t aware of the RG tools available until after the event of me falling into the trap and spending it. The only RG tool I was aware of was a deposit limit. As you can seen from the original chat posted above, I voiced my concerns and not one mention of RG tools were mentioned. I would have gladly used them.

So after hounding and doing further investigation and being ignored on all social platforms, I found an email for The Stars Group: This was their response: Hello Gary, First of all, please kindly accept our apologies for the delay in replying to you. This is due to the high volume of player contacts we are currently dealing with, which has affected our response time. We are sorry to hear that you had unpleasant experience with us and was not able to withdraw your winnings due to the 48 hours withdrawal policy. We’d like to draw your attention to that policy which is listed on our website here: https://www.pokerstars.uk/poker/real-money/cashouts/ Specifically: “Additionally, a 48-hour delay from your last deposit may be imposed on withdrawals, depending on the deposit method used. This feature is designed to protect our players against collusion and fraud. You will be able to submit your withdrawal request once the 48 hours have elapsed.” As stated above, the mentioned policy applies only in some cases, depending on the deposit method used, which is why it hasn’t affected you previously, however we can confirm it has been in place for some time. We’d also like to inform you that we do provide our players with a time-out and cooling off feature, which allows our players to restrict their accounts from play if they feel they need a break for any reason. Additionally, we only offer the ability to apply limits to different games, or deposits, should you wish to moderate your play. You can read about that and our other Responsible Gaming features here: www.pokerstars.uk/about/responsible-gaming/ As you had indicated to us your activity with us is having a negative impact in your life, a decision has been reached to close your account to prevent any further harm coming to yourself. If you are interested, we would like to suggest three excellent organizations that can offer support and counseling services for those who feel gambling is having a negative impact on their lives. 1. Gamblers Anonymous: www.gamblersanonymous.org/ 2. GamCare: www.gamcare.org.uk/ a. Live Chat available 24/7 b. Freephone available 24/7: 0808 8020 133 3. GamblingTherapy: www.gamblingtherapy.org You may also want to consider extending your exclusion to other remote gambling operators by registering with GAMSTOP. GAMSTOP is an online self-exclusion service enabling players to voluntarily exclude themselves from all British-licensed gambling operators. For more information, visit their website: www.gamstop.co.uk We wish you all the best for the future. Regards, So typical and showing total disregard for the actual circumstances. Really mad right now!

So after hounding and doing further investigation and being ignored on all social platforms, I found an email for The Stars Group: This was their response: Hello Gary, First of all, please kindly accept our apologies for the delay in replying to you. This is due to the high volume of player contacts we are currently dealing with, which has affected our response time. We are sorry to hear that you had unpleasant experience with us and was not able to withdraw your winnings due to the 48 hours withdrawal policy. We’d like to draw your attention to that policy which is listed on our website here: https://www.pokerstars.uk/poker/real-money/cashouts/ Specifically: “Additionally, a 48-hour delay from your last deposit may be imposed on withdrawals, depending on the deposit method used. This feature is designed to protect our players against collusion and fraud. You will be able to submit your withdrawal request once the 48 hours have elapsed.” As stated above, the mentioned policy applies only in some cases, depending on the deposit method used, which is why it hasn’t affected you previously, however we can confirm it has been in place for some time. We’d also like to inform you that we do provide our players with a time-out and cooling off feature, which allows our players to restrict their accounts from play if they feel they need a break for any reason. Additionally, we only offer the ability to apply limits to different games, or deposits, should you wish to moderate your play. You can read about that and our other Responsible Gaming features here: www.pokerstars.uk/about/responsible-gaming/ As you had indicated to us your activity with us is having a negative impact in your life, a decision has been reached to close your account to prevent any further harm coming to yourself. If you are interested, we would like to suggest three excellent organizations that can offer support and counseling services for those who feel gambling is having a negative impact on their lives. 1. Gamblers Anonymous: www.gamblersanonymous.org/ 2. GamCare: www.gamcare.org.uk/ a. Live Chat available 24/7 b. Freephone available 24/7: 0808 8020 133 3. GamblingTherapy: www.gamblingtherapy.org You may also want to consider extending your exclusion to other remote gambling operators by registering with GAMSTOP. GAMSTOP is an online self-exclusion service enabling players to voluntarily exclude themselves from all British-licensed gambling operators. For more information, visit their website: www.gamstop.co.uk We wish you all the best for the future. Regards, So typical and showing total disregard for the actual circumstances. Really mad right now!

Thanks a lot. It is nice to hear some advice. I have been virtually ignored now for 10 days. Keep saying that my case is with the relevant department and I am a priority. I’d hate to not be a priority. As you can see from the chat, I tried to even have it out of my account. I wouldn’t have cared if it took a week to get to me, I just wanted it out of my account. I was withdrawing to my account, the one that it came from, I am fully verified and they have had all my documentation so no signs of fraud whatsoever either. I have also checked my deposit and withdrawal history and I have deposited and withdrawn in the same day or day after on numerous occasions. It is blowing my mind. Thanks again!

I have attached a copy of my original chat! As you can see, I did plea with them more than once. No mention of any RG tools that could have helped the concerns that I raised and I had no prior knowledge of them until doing some investigation on this.

Hello, Thanks for your response. I wasn’t aware of the RG tools that were available to me. The only option I knew about was restricting your daily deposit limit, which wasn’t effective to me as the money was already in the account. During my chat conversation there was no mention of such tools, I have since found out I could have blocked myself altogether or even just block myself from playing roulette which would have been perfect as I do like to play small stakes games of Poker on the site. Or I used to. The amount of contradiction I am receiving is unbelievable to be honest. This 48 hour rule has never been the case before as I have deposited and withdrawn in the same day. And why would just 78p be available to withdraw? It’s still in my account and not abiding by the “48 hour rule” they state to have ALWAYS had in place.

Good afternoon, I am in need of some guidance and advice as I keep getting ignored by the customer services despite numerous emails, Twitter messages and live chat (which is now unavailable). Last week I was lucky enough to win £1000 on Poker Stars Roulette. I tried to withdraw the money but was only given the option of withdrawing 0.72p. I know my quite addictive personality so I deleted the app and switched off my phone. The next morning I reloaded the app and went on the Live Chat option and pleaded with them to remove the money from my account. I told them why, that if the money was in the account it is just too tempting for me, to which I was told this wasn’t an option. No other options provided. I have since found out that they could have put a block on my account and/or restricted my play for the concerns that I raised with them. Low and behold, being the idiot that I am, one more press turned into another press and another and I ended up losing all of my profits, the money I had deposited and them out of anger and frustration about another £400 chasing what I had lost. I am just so mad at the whole situation. You might say it was my fault for continuing to play but I knew, I know myself and I know what I am like and I tried and tried to get this money out of my account with no help or guidance from the company. I have had live chats and wrote about 8 emails to which I just keep receiving generic emails back with no substance. The lack of concern for customers in an industry which could have serious impacts on people’s lives and mental health is astounding. I have also contacted the Gaming Commission and been on there website who say that companies should allow customers to withdraw their money at any time. I have reviewed my previous deposits and withdrawals and I have made a number of deposits and withdrawals on the same day so, despite being told otherwise, this 48 hour rule hasn’t always been in place. I am extremely mad and frustrated about this whole situation. Yes, I shouldn’t have carried on playing, but after knowing myself and really trying to get this money out of the account, I feel Poker Stars have acted with no social responsibility and lacked ethics in their actions. Apologies for the length, I’m sure you can feel my frustration. Any guidance or advice would be great.