PokerStars Casino IT - Hráč byl obviněn z otevření více účtů.

Hi, my problem dates back to last summer, I did not know of the existence of this site so I hope to be in time ... So: both me and my partner have a passion for the game of poker. I had opened the pokerstars account about 10 years ago, instead my partner just over two years ago. We live together, therefore the same residence, the same address, the same Wi-Fi network and the same devices. I would like to clarify that we have never participated in any type of online event concurrently, we have never "colluded" as can be seen from the game history of both. I receive an email from pokerstars asking me to explain what the relationship is between me and the user "xxxx", who would be my partner. I answer all the questions, proving everything with data, documents, residence, etc. I am replied after a couple of days that my account will be blocked as there is a doubt that my partner's account is actually my alleged second account. I find it an arbitrary, unfair and unfounded decision. And above all I wonder why they decided to continue with the closure of my nearly 10 year old account, keeping open what they suspect is a duplicate account so the data would not be mine ?! Could it be because my partner created twice as much game volume in two years as I generated in 10 ?! So if it is possible, I would like to ask for my pokerstars account to be reopened.

Salve, il mio problema risale all'estate scorsa, non sapevo dell'esistenza di questo sito quindi spero di essere in tempo... Dunque: sia io che il mio compagno abbiamo la passione per il gioco del poker. Io avevo aperto il account pokerstars circa 10 anni fa, invece il mio compagno poco più di due anni fa. Viviamo insieme, quindi stessa residenza, stesso indirizzo, stessa rete Wi-Fi e stessi dispositivi. Tengo a precisare che non abbiamo mai partecipato a nessun tipo di evento online in concomitanza, non abbiamo mai fatto "collusione" come si può verificare dalla history di gioco di entrambi. Ricevo una mail da pokerstars con la richiesta di spiegare che rapporto c'è tra me e l'utente "xxxx", che sarebbe il mio compagno. Rispondo a tutti i quesiti, dimostrando tutto con dati, documenti, residenza, ecc. Mi si risponde dopo un paio di giorni che il mio account verrà bloccato in quanto c'è il dubbio che il account del mio compagno sia in realtà un mio presunto secondo account. Trovo che sia una decisione arbitraria, ingiusta ed infondata. E soprattutto mi chiedo come mai hanno deciso di proseguire con la chiusura del mio account vecchio di quasi 10 anni, tenendo aperto quello che sospettano che sia un account duplicato quindi i dati non sarebbero miei?! Sarà mica perché il mio compagno ha creato in due anni un volume di gioco doppio rispetto a quello che ho generato io in 10?! Quindi se è possibile, vorrei chiedere la riapertura del mio account pokerstars.

Dear LaStrega,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if your partner has redeemed any promotional offers in the past? Was any of your accounts successfully verified in the past?

Do I understand correctly that there are no funds being held by the casino?

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

Dear LaStrega,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Very kind

First I would like to apologize if I was late in responding.

Then I answer / ask for more information about the questions I have been asked, in order:

- I don't know exactly if my partner has redeemed any promotional offer, if you could give me an example maybe I can answer you;

- my (unique) account has been verified in the past, at my request;

- I don't remember there are funds on the account, but even if they were, it would be an irrelevant figure, stuff of cents. However, it is more likely to be at 0;

I also kept the emails received at the time from pokerstars customer service, if they are of any help in any way, I could send them to those who deal with these situations.

Thanks for your availability and attention.

Gentilissimi

Per prima cosa vorrei chiedere scusa se ho tardato nel rispondere.

Poi rispondo/chiedo maggiori informazioni al riguardo alle domande che mi sono state poste, in ordine:

- non so di preciso se il mio compagno abbia riscattato qualche offerta promozionale, se mi potreste fare un esempio forse riesco a rispondervi;

- il mio (unico) account è stato verificato in passato, sotto mia richiesta;

- non ricordo ci siano fondi sul account, ma se anche fossero, sarebbe una cifra irrelevante, roba di centesimi. Comunque è più probabile che sia a 0;

Inoltre ho conservato le mail ricevute all'epoca da parte del servizio clienti pokerstars, se sono di aiuto in qualsiasi modo, le potrei inviare a chi si occupa di queste situazioni.

Grazie per la disponibilità e l'attenzione.

You could forward any relevant communication to petronela.k@casino.guru.

However, please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I do understand your point of view, LaStrega, however, we can't force the casino to open your account.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.