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Pokerstars Sports (Betstars) complaint list

We accept complaints about bookmakers related to the following issues: delays in withdrawals, incorrect calculation of bets, illegal blocking of accounts or other serious violations. We do not accept complaints related to the bookmakers themselves (limits of bets, low odds, limitations). You can leave a comment about Pokerstars Sports , will be taken into account by the bookmaker and other users.

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I registered in bets, and bet with the welcome promotion. I lost the 100 NZD, and when I go to see if the freebet has been assigned to me, it turns out that I have the account frozen. I've been like this for almost 1 week and it's going to expire. I think they are using all this so that the promotion expires and is lost. They have asked me for a lot of documentation, I have sent everything, and they only answer me that it is under revision.

Administrator's comment

Solve

Good morning, I have been a pokerstars sports user since July 2020 approximately, although I am using the account more now, I have about 400 NZD approximately inside and before yesterday I took out 50 NZD, when I tried to log in again it tells me that my account is frozen. As they have neither live chat nor phone, I sent them an email, and also fill out the customer service form, but it has been more than 48 hours and I have no response or receipt of the mail, or solution.

Administrator's comment

Solve

Hello, 5 days ago my account was frozen claiming that there were missing documents to verify. I have sent the documents they requested twice, I have also tried to contact them but they only have the email service (which I find scandalous that they only have that service) and they have not answered me anything. I have 100 NZD deposited in the account without being able to withdraw or do anything with them. What solution can you give me?.

Administrator's comment

Solve.

After opening an account and entering $100, the next day I decided to withdraw $140 dia 04/01. Well, I receive an email that gives the OK to the withdrawal, but a few days later they send me another email asking for some document such as a payroll or an invoice (quite intrusive and that in no other house had I asked) to be able to verify the account (I had already verified it the day before). Well, I send it to you and on 6/1 they thank me for the documents and that my account was already verified. Well, since 06/01 my refund is still pending processing with the message “The highlighted transactions are being reviewed at this time and cannot be canceled. Check back later”" and of course they have been reviewing it for 16 days now. The customer service does NOT EXIST, there is no way to contact them and they will answer you. Interestingly, if you bet the deposit limits to see how there IF they write to you at 48 to grant it, confirming that you are withholding it from me because it comes out of them.... I had never been scammed at any bookmaker until I bet on POKERSTAR.

Administrator's comment

Solve.

On Monday of last week I logged back into my account after a long time to deposit money and bet on the winner of the election. I deposited correctly and placed the bet with no problem. The next day I tried to log in to the account and it said that it was blocked without further explanation and that I should get in touch by email. Since they do not have a customer service phone, I contact them by mail but no one answers and it has already been a week.

Administrator's comment

Solve

On October 10th at home I froze my account claiming that I was missing documents to send. After sending them everything they reply to me a week saying that it is in the queue of the corresponding department. A week later I still have no answer. I will have sent about 10 emails to different sections and nothing..They have 500 NZD of mine that I haven't even been able to bet. I just want to get my money out. As of today, October 24, I'm still the same with the blocked account and my money withheld

Administrator's comment

Solve

I entered money for the first time in this bookmaker last September 25th. I entered 150 NZD and placed a bet for the ACB. Then I sent the necessary documents for the validation of my account and thus be able to enter more. When they sent me the email that my account was verified (exact words: "Your documents were accepted and your account could be verified") I decided to deposit more money to continue betting on the ACB day. When I gave him to bet with him recently entered money, an error happened, I decided then to use the desktop PC to see if I had better luck there. Which was my surprise that when trying to log in to PC I got a message that said: "Your Stars account has been frozen, contact [email protected] for more information " Well here I'm still waiting for the information. There is no way to contact them, I have sent them several emails and also a message through their page, but here I still have no answer as to why they have withheld my money. It is impossible to contact them, all I want is to get my money back, I have no intention of playing there again, not a single dollar in view of how they treat customers and the risk of having money in there.

Administrator's comment

Solve

Wrong bet

Administrator's comment

Solve

I made a deposit at pokerstars and then it won't let me even access the bookmaker, I sent the requested documentation (it's been about a week) and they don't respond, they don't give a sign of life but my 150 NZD is still in their bookmaker, I don't know what to do.

Administrator's comment

Solve

Last day 16 i made a deposit of 300 NZD and bet 100 I had 200 left. When I finished working I saw in a football application that the 100 I bet I won the bet. Which was my surprise that when I had the application to look at the earnings I could not log in because my account had been frozen... I receive an email that for security I have to send ID, direct debit receipt and copy of debit card with which I made my first deposit to verify my account.. I already checked at the time when I register and now they ask me again, which I don't understand.. I have already sent the documents you have asked for and I have not received any response and yesterday I sent them again and nothing..Now what happens that I lose 400 NZD that have to be in my account.. Let's see if someone could help me please.. Thank you

Administrator's comment

The user confirms to us by email that it is solved

Frozen account

Administrator's comment

Betstars has fixed the user problem

Good morning, I see from the resolved complaints that I am not the only one with this problem. 15 days ago I opened an account at Betstars, they asked for my ID to be able to enter more than 150 NZD and in less than a day it was already validated and I was able to enter. From the moment the money was in the account, my account was blocked without making any bets yet! I have no benefits, just my initial deposit. They just have my money sequestered there, I can neither withdraw nor bet. I think I have used 80% of the Spanish bookmakers and this is the first time I have seen something like this. Terrific. Let's see if you can help me please.

Administrator's comment

Betstars and the user have confirmed the account unlocking to us

Hi, let's see if you could help me with this page. I registered on August 10, at the time I sent them the ID, they told me that it was verified, I deposited, I started betting and on the 12th they told me that my account was "marked" during a routine check and I can no longer enter. In the mail they asked me to unlock: A clear copy of the front of the following credit /debit cards: xxxxa clear copy of the most recent bank statement (no older than 3 months) for XXXX showing the name of the cardholder, the credit/debit card number (with only the first 6 and the last 4 numbers visible), the address and the date of the statement.Identification of the credit card holder, if the card belongs to someone else.Needless to say, the card is mine, so point 3 is unnecessary. But I immediately sent them the two previous things and they have not given me any response until today, not even the typical automated message of "we have received your documents". Then I have written to them at least 4 or 5 times, sometimes turning them to enviar...No they have a phone, the chat is only for logged in users and since I can't log in, I can't do anything other than write emails to them using the contact form. What's wrong with this page? I thought that having a Spanish license he can't just keep your money when he wants and not pay you a damn thing.

Administrator's comment

BetStars unblocked the user's account after his complaint on Innovate Change

Good morning, I have decided to state my case because I don't know what to do anymore. After playing for some money at Betstars, they asked me for documents to verify the account, I sent them the ID on both sides and an insurance that I had subscribed with my bank. Shortly after they told me that the insurance was not worth it because it was slightly over the date, since I have few (or almost no receipts in my name) I opted to go to my city hall to get the registration certificate, I sent it and the email arrived that my account was already verified. I continued playing normally until I released the freebets of the promotion and I was left with a balance of 135 NZD, and at the time I requested a withdrawal of funds they blocked my account for an alleged routine security check that took a few minutes, well, I've been like this for almost two weeks. I have sent about 6 or 7 emails, I have sent the documents again and I have tried everything there is and to have, but they do not contact me or unblock my account. I have never seen such a painful and shameful customer service of this caliber, I ask for advice because such a thing had never happened to me, I would not like to report, but if this is not an attempt to steal my money I no longer know what it is. I hope you can help me, greetings.

Administrator's comment

Betstars unblocked the user's account after exposing his complaint on Innovate Change.

Hello, it's been about a month since I made my first deposit at Betstars, and as soon as I made it my account was blocked and it started asking me for documents to verify it. I have done this process on many occasions as I have sent them emails,

Administrator's comment

Betstars reactivated the user's account after the contact from Innovate Change and the user's complaint.

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Pokerstars Sports (Betstars) complaint list

Complaints 15

Frozen account

FROZEN ACCOUNT AT POKERSTARS SPORT

Frozen PokerStars Sports account

Refund Pending since 04/01

Illegal account blocking

Frozen account

Account frozen without any explanation

Alfredo

Jhovanny

Frozen account

Blocked Account

Blocked account

More than a week with the account frozen and they show no signs of life

Possible scam attempt?I need help

Verification process