PokerStars Casino IT - A conta do jogador foi suspensa e os fundos estão inacessíveis.

Good evening,

I am writing regarding the suspension of my account on pokerstars.it dating back to 03/09/2025.

The premise is that I haven't played on their poker client since March 2025. At the beginning of September, I had some residual credit (just under €1.7k) that I intended to withdraw using the same withdrawal method I've always used for about the last 15 years (the only method I've never used on that site since way back in 2010!).

After submitting the first withdrawal request, I received a subsequent email informing me that my account had been suspended and the withdrawal request had been reversed. A further email prompted me to upload the documents (which I had already provided on several occasions), which I did immediately.

At this point, the account was unlocked after a few hours. I tried to make a new withdrawal request, but it was rejected again the next day.

At this point, I tried to contact my bank to see if the problem could be theirs. After speaking with two different operators, both confirmed that there had been no incoming transfer request, that my account was fully functional, and that there were no incoming filters (after all, I've always received transfers from PokerStars without any problems).

After confirming that the problem wasn't with my bank, I tried to withdraw the remaining balance in my account via bank transfer for the third time. And then, a few hours later, and approximately 24 hours after the previous suspension and subsequent reinstatement, my account was suspended for the second time for further investigation.

I tried to contact PokerStars support and received this response, which you can read below:

Dear MANUEL,

We would like to inform you that your gaming account has been suspended as a precaution and for security reasons as we have noticed some changes in your gaming account.

To reactivate your gaming account, we need you to confirm the information below by email and explicitly request reactivation of your gaming account:

- deposits made

- withdrawals made (specifying the method, amount, and date of the request, as well as the last four digits of the card used)

- plays made

- changes made to your gaming account recently (password, deposits, withdrawals, personal or personal data)

- IBAN (if the withdrawal was made by bank transfer)

The required confirmation must be sent from the email address associated with the gaming account to the email address info@mail.pokerstars.it .

We look forward to hearing from you.

Best regards,

Team PokerStars

If I've provided the last two points as requested, you can see that fulfilling their first three requests is virtually impossible. This is also because they don't specify the time frame they're referring to. And if I were to go back to 2010 (the year I opened my account), it would be virtually impossible for me to reconstruct everything. In fact, I tried asking for a specific time frame to make their request feasible.

Furthermore, I'm being challenged for changes made to my account that, in reality, are true. In fact, I explained to them in point 4 that during the summer of 2025 (when Sisal migrated to the PokerStars circuit), I had changed almost simultaneously:

• Password: Before Sisal migrated to Pokerstars, I had enabled 2FA for better account security. After they updated the login page, the 2FA disappeared, and my original password was very weak. For this reason, I decided to change it to a slightly stronger one.
• Email: Around that time, as a professional poker player, I decided to separate my old personal email address with a poker-related one, to keep my digital correspondence organized. For this reason, I changed the email address for all my poker accounts—including PokerStars—to a brand new one (the same one I used to sign up for your site). Both email addresses are from Gmail and are registered to me.

All these explanations were provided to their support team in response to the email mentioned above. Since then (September 7, 2025), despite having sent several reminders, I have not received a response.

Attached are the two main emails between me and PokerStars that confirm what I tried to explain above (if applicable, I have others regarding the suspension, request for documents, rehabilitation, and final suspension).

I ask you to kindly review my request and see if you can assist me in unblocking my account and recovering the funds.

Thank you in advance for your cooperation.

Best regards,

Manuel *****

Buonasera,

scrivo in merito alla sospensione del mio account su pokerstars.it risalente al 03/09/2025.

La premessa è che non gioco sul loro poker client da marzo 2025. Ad inizio settembre c'era del credito residuo (poco meno di 1.7k€) che avevo intenzione di prelevare utilizzando lo stesso metodo di prelievo che ho sempre utilizzato in circa gli ultimi 15 anni (unico metodo mai utilizzato su quel sito dal lontano 2010!).

Dopo aver effettuato la prima richiesta di prelievo mi è stata comunicata tramite una successiva email la sospensione dell'account con contemporaneo storno della richiesta di prelievo. Un'ulteriore email mi invitava a caricare i documenti (forniti già in svariate occasioni) che ho provveduto a fornire immediatamente.

A questo punto l'account si sblocca dopo qualche ora. Provo ad effettuare una nuova richiesta di prelievo che mi viene respinta nuovamente il giorno dopo. 

A questo punto provo a contattare la mia banca per capire se il problema potesse dipendere da loro. Dopo aver parlato con 2 operatori diversi entrambi mi confermavano che non c'era stata nessuna richiesta di bonifico in entrata, che il mio conto era perfettamente funzionante e che era presente nessun filtro in entrata (d'altronde ho sempre ricevuto bonifici da Pokerstars senza nessun problema).

Dopo la conferma che il problema non fosse della mia banca, ho provato per la terza volta a prelevare il credito residuo che avevo sul mio conto tramite bonifico. Ed ecco che dopo poche ore, e a distanza di circa 24 ore dalla precedente sospensione con conseguente riabilitazione, il mio account viene sospeso per la seconda volta per ulteriori verifiche.

Ho cercato di entrare in contatto con il supporto di pokerstars ed ho ricevuto questa risposta che potete leggere di seguito:

Gentile MANUEL ,

Ti informiamo che il tuo conto gioco è stato sospeso in via precauzionale e per motivi di sicurezza essendo che abbiamo notato delle modifiche sul tuo conto gioco. 

Per poter riattivare il conto gioco abbiamo bisogno che ci confermi via mail i dati qui sotto e chiedere in modo esplicito la riattivazione del conto gioco:

- depositi effettuati

- prelievi effettuati (specificando la modalità, l'importo e la data della richiesta, ultime 4 cifre della carta utilizzata)

- giocate effettuate 

- modifiche apportate sul conto gioco ultimamente (password, depositi, prelievi, dati personali o anagrafici)

- Iban (se il prelievo è stato eseguito con bonifico)

La conferma richiesta deve essere inviata dall'indirizzo email associata al conto gioco all'indirizzo email info@mail.pokerstars.it.

Rimaniamo in attesa di un tuo gentile riscontro.

Cordiali saluti,

Il Team PokerStars

Se per gli ultimi due punti ho fornito quanto richiesto, capite bene che esaudire le loro prime 3 richieste mi è praticamente impossibile. Anche perché non specificano a quale orizzonte temporale fanno riferimento. E se dovessi andare dietro fino al 2010 (anno dell'apertura del mio account), mi sarebbe praticamente impossibile ricostruire il tutto. Infatti, ho provato a chiedere di specificare l'orizzonte temporale per rendere fattibile la loro richiesta.

Inoltre, mi vengono contestate delle variazioni apportate al mio account che, in realtà, corrispondono al vero. Infatti, ho spiegato loro al punto 4 che durante l'estate 2025 (in occasione della migrazione di Sisal sul circuito di pokerstars) avevo cambiato quasi in contemporanea:

• la password: prima della migrazione di Sisal in Pokerstars, io avevo attivato il 2FA per aver una maggiore protezione del mio account. In seguito, avendo loro aggiornato la pagina di login, il 2FA era scomparso e la mia password originaria era davvero molto debole. Per questo motivo ho deciso di cambiarla con una un po' più potente.
• email: sempre in quel periodo avevo deciso, essendo un giocatore professionista di poker, di separare l'email personale storica con una dedicata al poker, in modo da tenere in ordine un po' la mia corrispondenza digitale. Per questo avevo cambiato l'email di riferimento di tutti i miei account di poker - compreso Pokerstars - con una nuova nuova di zecca (la stessa con la quale mi sono iscritto al vostro sito). Entrambe le email sono di gmail e intestate a me medesimo.

Tutte queste spiegazioni sono state fornite al loro supporto in risposta alla loro email di cui sopra. Da allora (7 settembre 2025), pur avendo inviato diversi solleciti, non ho più ricevuto alcuna risposta.

In allegato vi invio le due principali email tra me e pokerstars che attestano quanto ho cercato di spiegarvi sopra (nel caso, ne ho altre in merito alla sospensione, richiesta documenti, riabilitazione e sospensione finale).

Vi chiedo la cortesia di analizzare la mia richiesta e capire se siete in grado di fornirmi un supporto nello sbloccare il mio account e riuscire a recuperare i fondi.

Vi ringrazio in anticipo per la collaborazione.

Cordiali Saluti,

Manuel *****

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino IT.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus or by participating in a promotion?
• Could you please specify when you requested the email to your player's account to be changed? When was your request granted to your knowledge?
• Do I understand correctly that you don't remember or aren't able to determine the responses to the casino's request for information regarding the payment method used? Have you made attempts to respond to all 5 requests for information to the best of your ability?
• Could you please share with me the most recent

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas,

Thanks for the quick response. I'll try to answer your questions below:

• I've only ever played Texas Hold'em poker, mostly cash games and the occasional tournament.
• The accumulated balance is almost entirely earned through winnings at the gaming tables. Promotions and bonuses represent a very small portion.
• I recovered the email certifying the email change which dates back to 12/08/2024.
• Of the five questions they asked, I answered the last two thoroughly, while for the first three, I asked for a specific time period to refer to, as accurately reconstructing 15 years of deposits, withdrawals, and wagers is truly impossible. I've been playing full-time, five days a week, for several years. You understand that reconstructing all my wagers is mission impossible.
• The most recent news is all included in my initial message. In September 2025, after not using my account since March 2025 (I was gambling elsewhere), I attempted to withdraw the remaining balance from my account. From there, my ordeal began: my account was suspended and I began exchanging emails with their support team. This email communication stopped when I sent them requests for a comprehensive reconstruction of my cash flow (withdrawals, deposits, and bets).

I hope I've answered your questions fully. If not, please don't hesitate to contact me.

Good day,

Manuel

Ciao Tomas,

grazie per il rapido riscontro. Di seguito proverò a rispondere alle tue domande:

• Ho sempre e solo giocato a poker texas hold'em, principalmente cash game e occasionalmente tornei.
• Il saldo accumulato e per la quasi totalità accumulato tramite vincite ai tavoli da giochi. Promozioni e bonus rappresentano davvero una piccola parte.
• Ho recuperato l'email che certifica il cambio di email che risale al 12/08/2024.
• Dei 5 punti di richiesta fatti da loro, ho risposto in maniera esaustiva agli ultimi 2 punti mentre per i primi 3 ho richiesto di specificare un intervallo di tempo preciso al quale fare riferimento in quanto ricostruire con esattezza 15 anni di depositi, prelievi e giocate è davvero improponibile. Gioco a tempo pieno, 5 giorni la settimana da svariati anni. Capisci bene che ricostruire tutte le giocate fatte è missione impossibile.
• Le notizie più recenti sono tutte presenti nel mio messaggio di apertura del caso. A settembre 2025, dopo non aver utilizzato il conto da marzo 2025 (giocavo su altri lidi), provo ad effettuare il prelievo della somma residua sul mio account e da lì inizia il mio calvario di sospensione dell'account e relativo scambio di email con il loro supporto che si è interrotto da parte loro all'invio delle richieste di ricostruzione generalizzata dei movimenti di cassa (prelievi, depositi e giocate).

Spero di aver chiarito in maniera esaustiva le tue richieste. In caso contrario, non esitare a contattarmi.

Buona giornata,

Manuel

Dear MaNu_23,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear MaNu_23,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a PokerStars Casino IT representative to join this conversation and participate in resolving this complaint.

Dear PokerStars Casino IT,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

We would like to ask the casino 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’ which may negatively affect its rating.

Hello everyone, thank you for reaching out, we're sorry to know about this!

Unfortunately we are unable to check this after our Italian player's accounts were moved to Sisal.

We have a dedicated support team who will be happy to assist you with any questions or concerns. To reach them, please visit our official support page:

www.pokerstars.it/contatti

You can choose between Live Chat and Email Support, and one of our team members will be glad to help you.

You may also find useful information in our FAQ section here:

https://www.pokerstars.it/assistenza

Thank you for your understanding,

PokerStars Casino

Dear MaNu_23,

As previously mentioned, I kindly request that you reach out to our live chat support team to continue addressing this matter. We would appreciate it if you could keep us informed of any new developments. Thank you for your understanding and cooperation.

Dear MaNu_23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MaNu_23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana