Help for Complaints Against PokerStars – eCOGRA Process & Deadlock Letter Advice
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Hi everyone,
This thread is here to help players who have had issues with PokerStars and want to escalate the matter to eCOGRA but are running into trouble — especially when PokerStars does not provide a complaint reference number.
If you’ve already submitted a complaint to PokerStars and they’ve either not resolved it or simply stopped responding, you do not need to wait forever. If they don’t give you a reference number or a clear resolution, you should ask them for a "deadlock letter."
A deadlock letter is basically a statement saying that PokerStars considers the matter closed or unresolved — it’s something eCOGRA can accept to begin their review.
Important: eCOGRA usually requires the operator to have had a chance to resolve the issue first, so this deadlock letter helps show that you’ve tried.
If PokerStars refuses to issue one, mention that you need it to proceed with a complaint to eCOGRA.
Also, if you’ve already sent multiple messages to PokerStars without a proper reply or case number, make sure to document all communication (dates, messages, responses), as this can also help support your case with eCOGRA.
Feel free to share your experience here, or ask questions — we’re trying to make sure players aren’t left in the dark.
5 Replies
See https://www.pokerstars.uk/tos/ :
19. How to get help with or make a complaint about the Services
19.1
If you need to contact us, either with a general query or to make a complaint, please use contact support. You can also do this via the Help Center. Our customer support representatives will ensure your query is answered or referred to the appropriate specialist team.
19.2
If you have a complaint, please provide us with as much detail as possible. We will acknowledge your complaint within 24 hours from when we receive it, and we will provide you with a final letter as soon as possible and in any event within 8 weeks of the date we received your complaint. In the letter we will let you know our final decision, confirm that we have reached the end of our complaints process, and explain how to escalate your claim should you wish to do so. If you do not provide us with adequate information to help us process your complaint then we may not be able to keep to this timescale for handling it, and we may ‘stop the clock’ and wait until you provide us with adequate information.
19.3
If you feel your complaint hasn’t been satisfactorily resolved within 8 weeks of the date we received it (taking into account any periods when the clock was stopped), you may choose to contact our third-party dispute resolution provider, IBAS. For further details visit IBAS’s website here. There is no charge for using IBAS.
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Also see the very helpful
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... This thread is here to help players who have had issues with PokerStars and want to escalate the matter to eCOGRA but are running into trouble — especially when PokerStars does not provide a complaint reference number. ...
See https://ecogra.org/alternative-dispute-r...
Malta
By virtue of provisions 13 and 14 of the Player Protection Regulations of the Malta Gaming Authority, business to consumer licensees must provide players with information on the applicable procedures for lodging a complaint and for referring a complaint to an Alternative Dispute Resolution entity.
eCOGRA is an approved Alternative Dispute Resolution entity by the Malta Competition and Consumer Affairs Authority.
United Kingdom
All gambling businesses licensed by the Gambling Commission must appoint an alternate dispute resolution body if customers gamble directly with them. eCOGRA is an independent and approved Alternative Dispute Resolution entity of the Gambling Commission.
In my knowledge, PokerStars does not provide a reference number through their complaint email system. Therefore, you can simply ask them to issue a deadlock letter so that you can escalate the matter to eCOGRA. This is an appropriate next step if your issue remains unresolved.
Good advice, I'm having a problem, they say all my hand histories from over 7 years ago have been deleted....
They say I have played under 1 million hands when I have proof I have played over 5 million.
In my knowledge, PokerStars does not provide a reference number through their complaint email system. Therefore, you can simply ask them to issue a deadlock letter so that you can escalate the matter to eCOGRA. This is an appropriate next step if your issue remains unresolved.
...
I wrote to PokerStars on 16th June to ask about their Complaints Procedures and if I could choose to use eCOGRA instead of IBAS.
Today, I received their e-mailed response which stated:
"Thank you for your e-mail.
As you are located within the UK, we will solely deal with IBAS.
Regardless of ADR provider, our complaint process needs to be exercised prior to ADR referral.
Please let me know if you require anything further.
Kind regards,
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PokerStars Complaint Specialist".
In other words, follow the Procedures exactly as detailed in their T&C for your country.
