Pokerstarssports has withheld my money for a year.

[betconnoisseur]

Hello,

Pokerstarssports.com (new betstars) has frozen my account with around 4k$ in it for almost a year now. In March 2020 I signed in to my stars account that I use on pokerstars on then betstars.com (now pokerstarssports.com) to gamble on some esports bets. I believe that I in total placed around three bets before they locked my account.

I have tried to get in contact with them via their support email, only to recieve the same copy-paste response every time, claiming that they are "Investigating a suspicious betting pattern" and that my "funds remain safe while investigations are underway".

I very much fail to believe that it is possible to spend almost a full year investigating three bets, and that they will come to a resolution and unlock my account. They have not requested any identification or asked me to do anything either.

Anyone experienced something like this before? What did you do?

Please advise SBR

[Optional]

Stars Group is the #1 worst major sportsbook operator ever licensed, not surprised to hear that they completely ignore their license responsibilities.

It sounds like a match that was reported for fixing or suspicious betting patterns. Not much else could/should take this long to resolve.


If it is match fixing, then it should be reported to The International Betting Integrity Association. Contact them at info@ibia.bet explain your have been told nothing for over a year and want someone to confirm there really is an investigation of *specific match*.

You can also reach out to IBAS (https://www.ibas-uk.com/). Under UK rules operators, through IBAS, must give players an update on funds held during investigations every 6 months. Dot go into a lot of detail to start with... just complain that Stars ignore you and have held you money more than 6 months without any update.

If you are inside the UK you can also complain to the UKGC, info@gamblingcommission.gov.uk, that Stars are not adhering to their license provisions and ask them to order Stars to give the 6 monthly update UKGC announced that they must do.


Between those three messages someone inside Stars should get a kick in the ass to contact you and explain or send your money to you.

Remember to not go into big details, you are only reporting Stars to them for failing to meet license conditions, not asking them to get involved in why Stars did this or if it is valid.


Hope that helps.

[Optional]

I very much fail to believe that it is possible to spend almost a full year investigating three bets, and that they will come to a resolution and unlock my account.

Prepare to be mind blown.

Almost everyone gets their money in the end. The system is a complete waste of time as far as players are concerned. In fact it's ridiculous mostly because almost everyone does get money back if they keep complaining long enough. It's hair pulling out stupid.

[betconnoisseur]

Small update after another 5 or so weeks; sent a couple more emails but to no avail, always the same answer. Made an IBAS claim some days ago, but have yet to get any response from either party about that. Will update if/when I get a resolution

[betconnoisseur]

Update for closure and anyone who might be in my situation in the future:

16 months, 2 IBAS claims and countless emails back and forth, but I finally got my money. Thanks @Optional for the advice and IBAS for being extremely helpful.