PokerStars Casino UK - プレイヤーのアカウントが凍結されました。

I have signed with gamstop with my gambling addiction still i was able to deposit money through my monzo ac to pokerstars which led to me a loss and when i tried contacting pokerstars they froze mh account

Dear ashhhhhr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you request a self-exclusion directly with PokerStars Casino UK, or were you relying solely on your GAMSTOP registration?

Is your registration with GAMSTOP currently still active?

When did you register with GAMSTOP, and when did you create your account with PokerStars?

Did you use the same personal details (full name, date of birth, address, email, etc.) when registering with PokerStars as you provided to GAMSTOP?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Directly with the GameStop

yes it’s still active

unfortunately i used my friends details but the money gone through my bank account

Dear ashhhhhr,

Please understand that since you used different personal information (your friend’s details) to register the account, the casino had no way of identifying you as someone who is registered with GAMSTOP. GAMSTOP protections are linked to the personal details you provide during registration (such as your full name, date of birth, address, and email). If these details do not match, the system cannot detect or block your access.

This remains the case regardless of which payment method you used—whether it was your own bank account, debit card, or any other financial method. The protection relies solely on matching personal identity information.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.