Why I closed my Pokerstars account - a cautionary tale

[danmonkey]

Like many others, I have always been under the impression that Pokerstars were proud to offer the best customer service of any poker site - until I had cause to engage with them.

The facts:

- At the end of October/start of November 2009 Pokerstars repeated a batch of Switch card deposits that were originally made in October 2008. This affected a number of UK customers.

- In my case they took several hundred pounds from my account. This caused me to be tipped me into an unauthorised overdraft. The card that was used was actually cancelled but the bank deemed the charges valid as they were dated October 2008.

- I contacted Pokerstars as soon I found out it was they who had charged me - it took a couple of days for this information to show up as the transactions were so old. They said they would look into it.

- Pokerstars admitted it was their error and a few days later the money was returned.
- I wrote to Pokerstars to express my frustration at the inconvenience that was caused by them removing this money from my bank account, not to mention the embarrassment and damage to my relationship with my bank.

- Pokerstars offered an apology, but stated they would not make any compensation payments but would consider refunding bank charges if they arose.

- I wrote to them yesterday with a screenshot of charges filed by the bank for the period in November. A clever employee wrote back to me to say that they had noted that the charge filed was not done on the same date as the deductions and also that my overdraft limit was higher than the figure that the balance on my account was when they removed several hundred pounds without permission. They will not make any payment to me as the charges could not be directly attributable to Pokerstars!

- Whilst not the point, this is explained by the fact that I have since increased my overdraft limit to provide a buffer against this sort of incident, the banks method of charging is vaguely arcane and it was not actually the Pokerstars transactions that took me overdrawn but 7 direct debits that came out the day after. Even with the Pokerstars money missing I was only a few pounds in the red but they fail to see cause and effect here...

The upshot of this is that rather than waste any more of my valuable time over a measly 35 quid, I asked them to close my account forthwith. Their response was:

As a gesture of goodwill, I have credited your PokerStars account with 1000FPPs. Obviously, we do not wish to lose you as a player and are more than happy to accept that this is an issue that our players will hold us responsible for.

As previosuly advised, we will be more than happy to refund any charges that have been directly applied due to this issue upon receipt of satisfactory documentation. This offer still stands and I would urge you to contact us again should you receive clarification from your bank as to which payments the charges relate to.

I consider this to be utterly derisory and I have politely confirmed that I would like them to formally close my account. I didn't quite tell them where to stick their FPPs but I was tempted.

I do not want to be a party to any company that can admit liability for removing a large sum of money without permission from a customer and then fail to provide a meaningful apology.

The treatment I have received across a series of emails has been simply reprehensible. I have never really cared about the money or been out to make a profit from this sorry business, but I absolutely despise the way that Pokerstars has abdicated their responsibility to treat their customers with due respect.

To all who use Pokerstars - caveat emptor. My account with them is now closed and I will never use their services again. My one and only regret is that I was quite keen to play a couple of the UKIPT events and will now not be doing so. C'est la vie. End of rant.

[titaniumbean]

try having FTP remove money from your account. you'd never hear from them again.....

[MC]

Pokerstars support are usually good, seems they could have compensated you in this instance.

1000 FPPs = $16, so if they'd have offered 3-4k might have been a bit fairer.

Imo opinion close your bank account instead. Fucking robbing bastards. (Sorry, overdraft charges piss me right off)

[tikay]

If you think 'Stars are bad....... (insert as appropriate).

[henrik777]

If you think 'Stars are bad....... (insert as appropriate).

Just because others are worse doesn't make the above scenario ok. For one thing banks aren't allowed to charge right away in this country.

Sandy

[StuartHopkin]

Does your nose feel naked now youve cut your nose off?
Theres a Greek guy on here who might like it.

[titaniumbean]

If you think 'Stars are bad....... (insert as appropriate).

Just because others are worse doesn't make the above scenario ok. For one thing banks aren't allowed to charge right away in this country.

Sandy

meh complaining about getting replies within a day from a multi national company whose competitors take over a week to get back to you whilst not answering any of your queries ever?

I can totally understand being miffed about the transactions being processed again but considering the quick responses and repayment it could have been so so so much worse.

[tikay]

If you think 'Stars are bad....... (insert as appropriate).

Just because others are worse doesn't make the above scenario ok. For one thing banks aren't allowed to charge right away in this country.
Sandy

How is that 'Stars fault?

They may not be perefect - who is? - but I've yet to see better.

And with a zillion Clients, they are bound to tread on a toe or two now & then.

[henrik777]

If you think 'Stars are bad....... (insert as appropriate).

Just because others are worse doesn't make the above scenario ok. For one thing banks aren't allowed to charge right away in this country.
Sandy

How is that 'Stars fault?

They may not be perefect - who is? - but I've yet to see better.

And with a zillion Clients, they are bound to tread on a toe or two now & then.

Didn't say it was but from the op "A clever employee wrote back to me to say that they had noted that the charge filed was not done on the same date as the deductions"

Sandy

[MANTIS01]

If you're depositing several hundred pounds in a single month I would advise closing the account anyhow

[riverdave]

If you're depositing several hundred pounds in a single month I would advise closing the account anyhow

Worst rubdown post of the week?

[Longy]

If you're depositing several hundred pounds in a single month I would advise closing the account anyhow

Poker player in shock "deposited over 100 green queens"  degenerate scandal.

[MANTIS01]

If you're depositing several hundred pounds in a single month I would advise closing the account anyhow

Worst rubdown post of the week?

Depends what your bankroll management is like I suppose.

[boldie]

If you're depositing several hundred pounds in a single month I would advise closing the account anyhow

Worst rubdown post of the week?

Very much this.

[Longy]

If you're depositing several hundred pounds in a single month I would advise closing the account anyhow

Worst rubdown post of the week?

Depends what your bankroll management is like I suppose.

The rubdowns are getting better imo.