Be Aware PokerStars won't discuss player complaints

maxd

Complaints (PAB) Manager
Staff member
A PAB came to us recently where a player had a history of problems and suspicious glitches with PokerStars blackjack (pokerstarscasino.uk). At first the casino said "player should contact us". The player had done so and had been blown off. When I pointed this out they said "can't discuss player's issue for security and privacy reasons ... player must contact us". I pointed them to our article showing that "security and privacy" -- aka the DPA (Data Protection Act) -- had been thoroughly debunked as an excuse for not discussing player complaints (see Casino Industry Myths: The Data Protection Act (DPA)).

In the end the casino people simply pulled the talk-to-the-hand card:

Thank you for contacting us.

We can confirm that [we] do not wish to discuss players' complaints.

Thank you very much for your understanding and cooperation.
Their choice of course but not professional and not very user-friendly.

Be Aware: PokerStars refuses to discuss player complaints and says the only option players have is to appeal to PokerStars customer support.

Of course they're quite wrong on that last point since the UKGC requires them to designate an ADR, which they have (IBAS).

Players who can't get satisfaction from casino Support will have to approach the ADR if they want further assistance with any PokerStars complaint issues.
 
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