Worst Customer service ever.
Well done Pokerstars: you have lost a loyal customer. I am unable to deposit (bad enough). But check out this customer service which has gone on without any actual help for nearly an hour. And this is after I have checked with my bank that the problem is their end.
• Today • 2:10 PM
• PA
PokerStars Assistant joined • 2:11 PM
• Hi victoria, I’m the PokerStars digital assistant.
• If you wish to access the menu again, kindly use the button located at the top of the conversation window and choose 'Main menu'
• PA
Are you reaching out regarding an open case?
PokerStars Assistant • 2:11 PM
• No
• PA
OK, please provide a brief summary of your question or request.
PokerStars Assistant • 2:11 PM
• deposit declined twice from HSBC
• PA
Sorry, I didn’t understand that. Let's try again.
PokerStars Assistant • 2:12 PM
• why am i unable to deposit via Visa Credit?
• PA
I will transfer you to an agent. Please let us know more details about your query so we can assist you promptly. If you change your mind, just type 'end' or 'quit'.
PokerStars Assistant • 2:12 PM
• Transfer requested at 2:12 PM
• PA
PokerStars Assistant left • 2:12 PM
• Two transactions have been declined today. Bank say it is your end.
• Two transactions have been declined today. Bank say it is your end.
• Is anyone there??
• I cannot put money into my stars account
• please let me know what to do
• A
Ana joined • 2:24 PM
• A
Welcome to PokerStars Support! I'm Ana and it will be a pleasure to assist you.First, I inform you that a new improvement has occurred, and these are the 3 important aspects: 1.- This conversation is not live. 2.- I will always establish an expected response time when I contact you (10- 15- 20 minutes, etc.). 3.- If I need additional information or more time, I will let you know. These changes have been made so that we can review your account and your query more closely and be able to offer you a better response, we appreciate your cooperation!
Ana • 2:24 PM
• OK. So whats going on there?
• Is this not really straight-forward? Or do you not accept payment now from HSBC
• “New Improvement” 👎
• Please let me know what is going on.
• I will delete my account in 5 minutes and not return, I think
• Shame. I have been here for many years
• A
I will transfer you to my colleague from the relevant team, who is best placed to help you. They will review your query and reply in a few minutes. The conversation will stay connected while you wait for their reply.
Ana • 2:37 PM
• Transfer requested at 2:37 PM
• A
Ana left • 2:37 PM
• A
Amina joined • 2:37 PM
• A
Hi my name is Amina and your query was escalated to me for further assistance. Thanks for the details you provided, which I’m reading now. Please let me know if you have any other information that might help me. I’ll be back as soon as possible with an update. Thank you for your cooperation!
Amina • 2:38 PM
• What is the problem please
• A
Hey Victoria, could you please clarify what is the inconvenience?
Amina • 2:39 PM
• Two transactions have been declined today. Bank say it is your end.
• I have been here for 20 minutes and am none the wiser.
• Could you please tell me if you got debited those amounts from your bank account?
Amina • 2:44 PM
• NO.
• I gave this information earlier
• Why dont you want my money??
Delivered • 2:46 PM
• Thank you for providing the information, let me check. I will reply to you in about 20 minutes. If you have more details to add, please include as much as possible to help us resolve your request faster!
Amina • 2:47 PM
• Im off to another Poker site…PLEASE CLOSE MY ACCOUNT
Delivered • 2:49 PM
Thank you for your patience Victoria. I need to let you know that, when we close an account, it'll remain in our system. If you change your mind and want to play with us again, you'll need to ask us to reopen this account. It's not possible to close one account to open a new one. I'm going to close your account now. As you may be disconnected from this conversation, do you have any last questions before I go ahead?
Amina • 2:53 PM
• If you are interested in depositing I checked your transactions and 1 was rejected and the other one is pending, if you are unable to make any deposits please kindly wait and try later also from our website
• https://www.pokerstars.uk/
7 Replies
DM them on X or FB, you will have more success.
Thanks. I can't believe Im fighting them to take my money. And they don't want it!
Actually Im a lousy player so maybe this is a sign to just quit the game completely. The universe has spoken!
The way u communicating with them is not any better tbh. U need to stay calm, get very specific and explain everything in detail if u want some help. They can't read ur mind and they are not the same anymore.
Closing ur stars account in anger is a big mistake. Just dont play and that's it.
I did start with “why am I unable to deposit using Visa credit?”. Which is very specific.
I had already had 25 minutes with my bank confirming that the issue was at Pokerstars end. I had no other information to give.
The way u communicating with them is not any better tbh. U need to stay calm, get very specific and explain everything in detail if u want some help. They can't read ur mind and they are not the same anymore.
Closing ur stars account in anger is a big mistake. Just dont play and that's it.
You are of course correct. And I am embarrassed at my freak-out yesterday. Tried again and PS have sorted it for me.
Thanks for talking sense x
You are right, stars support is the worst ***** thing ever. Second day in a row i am waiting 2 hours + on live chat
