Cash out problems with Pokerstars

After building up my bankroll the last few months i decided it was time to cash a bit out. I funded my account with my Maestro and according to Stars terms should take 3-10 day's to appear, it's now getting on for a third week and still nothing!

I have been in contact with their support who reckon I should have already received it, I have had to now send screen grabs of my account as if to prove that I haven't had it! I have since built up another nice stack I wouldn't mind cashing out but feel a bit dubious now.

Has anyone else had any similar problems with Pokerstar's and how did it turn out? It's annoying in the fact I've never had a problem loading funds on there yet it appears my first cash out from Stars has "disappeared"

I've had no problems at all and I got my money refunded to my debit card/maestro. Probably just a mishap. I'm sure you will get it soon.

PokerStars usually has great cash outs...I wouldnt be too worried!

Everytime I cash out at Stars, my check usually arrives in 7 to 10 days. Never had a problem

Umm, what?

Surely they have access to your account information themselves and as such they wouldn't ask you to send 'screen grabs', no?

I have not had a problem cashing out using echecks or having them mail me a check. However, my friend recently tried to cash out some money from Stars via echeck, and apparently they sent it to the wrong bank account number. After countless emails with their customer support (during which he too showed a screenshot of his bank statement to show he had never received the funds), they finally concluded that if his money had gone to a wrong account, it could take up to 3 months for them to review the problem and track down the missing funds. He is not optimistic that he will ever see that money reach his account.

To be fair, like I've said, I've had no problems, and everyone else I've talked to has not had a problem depositing/cashing out on Stars. Hope that you get your money out successfully

Sorry should have said bank account, I think this is so they can see that I have not made a mistake and therefore they know it is their end.

I know mistakes can happen but it's the first time I have tried cashing out at Stars and doesn't look to good, one of the reasons I went with them was so I could easily cashout back onto a Maestro card

Ah, I see, thanks for clarifying.

FWIW I also have never had a problem with pokerstars cashouts (although I use Neteller), and Stars support are generally very good with this sort of thing, so I wouldn't worry too much.

Millions of players = millions of deposits / millions of cash outs. Never heard once of someone never eventually receiving their funds on Stars. With the volume of transactions, there would have to be errors and problems for a lucky few. Even, Wall Street screws up.

I am the guy that Danman is refering to. I accidentally put the wrong routing number in when opening my echeck account, so believe it or not the money ended up in someone elses account! Even though I proved I have not been paid, I still have seen no money after the problem was fixed so Im not expecting to ever see my money nor am I ever going to play with PokerStars again.

ya when i cash out i get a check sent and they say 7-10 day i get it in 3 days every time and i cash out about every week

How can you expect them to send you your money when it's already in someone else's account? They can't just simply take the money out of that person's account, they would have to go through quite a bit probably. Not playing at PokerStars because of your own screw up is pretty stupid if you ask me.

Well I cashed out back onto my own card so I can't see how an error can be made? Anyway I still haven't heard anything from them so I doubt there is much I can do, has anyone got an address for their London office so I can write to them?

For anyone who cares I still hadn't heard anything from pokerstars and it has been a week since I reported the problem. I emailed them expressing my frustration that I still had not had the situation resolved and within five minutes they emailed back saying that it should be in my bank within two days and heres $25 in your account for the trouble, top stuff from Pokerstars support!

Sorry, what were you on about? I was too busy staring at those huge knockers!

Yeah, I use a similar pic for my avatar on Stars, works wonders

Works wonders for WHAT!? I ask myself :-)

They looks lopsided

If you put the wrong routing number down,thats not pokerstars fault is it?I take screenshots of my account and money info,just in case.
It seems to me a person needs to double/triple check their info,before you click the mouse!

i never had this problem but normally it takes 2 days until you can cash out your money.

Hi StepNeg..I have a similar problem, its been 3 weeks and I havent received my cashout to my Maestro...have you received yours yet and what did you say to them?

Hi ez123,

It appears I may have jumped the gun in thanking Pokerstars support I still haven't received my money yet. I have been back in contact and they said it was a general problem with all Solo and Maestro cards and assured me I would get it within 2 days again, I'm not holding my breath. I have had the $25 credited to my account but that was after I kicked up a stink.

Yep same...Its ridiculous..I've written some strongly worded emails, they seem to be doing jack all about it.

This was the last response I received:

"The glitch on the processors side involved batches of cash-outs for Solo
and Maestro card.

We have been assured that this glitch has been resolved and you should
receive the funds shortly.

As always we are here at your service, so please do not hesitate to
contact us if we can be of any further assistance."

So changed from 2 days to shortly.

It goes from bad to worse, I still have no money and they are now saying it could take up to another 10 days, going round in circles. Thats four emails telling me it should be there in two days and a couple saying ten. I did like Pokerstars but won't be playing there anymore because of this. Given they are supposed to be one of the biggest sites with good customer support this stinks. I will try to withdraw what I have left via a different method but to be honest I get the feeling I'm never going to see it.

Alright stepneg, I have recently encountered the same problem and am dealing with support at the moment. I searched for pokerstars cashout problems and found this thread. Tell me, have you received your funds yet? They haven't progressed as far with me yet, but to be honest I'm beginning to suspect that they knew all along what the problem was but have been fobbing me off to buy time. I'm becoming seriously pissed off about the situation now. Please, please, please tell me you got it eventually?

Didn't really want to be on this bandwagon and I certainly didn't jump on.
It feels more like PokerStars pushed me onto it.

Built a nice bankroll after much learning and donating,
I finally decided it was time for a cashout to fund an account on another site.

I have made several deposits via ECheck with no problems to PokerStars.
I'm now going on over two weeks and nothing yet from PokerStars.

I've emailed their support asking what the delay is and getting the response
I was expecting. They processed it on their end within 72 hours and it takes
3 - 10 business days to appear. They can't control how it's processed in the
banking system once they've done their part. I can't argue with that. But isn't
it a little disappointing that in the 21st century a snail mailed paper check can
beat an electronic transaction?

I built a similar bankroll on Bodog and cashed out via paper check.
I initiated the cashout on a Sunday; they printed and mailed it on Monday.
I had paper check in hand, drawn on a local bank on Wednesday.

Come on PokerStars get with the program.

tell them that if you dont get the money ASAP, a loan shark is going to kill you and your family

Pokerstars integrity is unquestionable. Your money is safe and as soon as it gets straightened out it will be yours.

I am not questioning their integrity nor the safety and security of funds with them.
I will always play on PokerStars because if not anything, at least because of that.
But there are many other reasons I will continue to play there.

I question that they should inform the player cashing out at the time, that there
maybe unusual delays. The email responses I have received from them indicate
that they have been aware of the delays and have done nothing other than say
we know about it.

I think they should have offered a message during the cash out process explaining
such delays thus giving me an informed choice to change my decision in how to
receive my funds.

I fault myself for not doing this specific research before blindly trusting their process.
Now that goes to say it's not PokerStars specific, it could very well happen and does
with any other site. I happen to experience it with the worlds largest and still in my opinion, best site.

Frustrating. So my advice to players right now cashing out via PokerStars is to choose
paper check until they state that the delays of their processors have been resolved.

In fairness to Stars after my initial cashout problem which eventually got sorted five or six weeks after I requested it though! I have cashed out a number of times with no problems at all. Maybe it has something to do with it being the first time back onto a card?

I just heard from them today saying there processing banks problems were rectified and I should recieve my funds in 3-5 business days.

We will see if it holds true or if they are just blowing smoke up my ass.

They sent me the same message on 5/6. 3-5 b. days.
Nothing yet, would be nice if it shows up Monday or Tuesday.

BTW, this isn't to any type of card.
It's to an eCheck account that has been long since verified that
a number of successful deposits have been made from with no problems.

Not happy with PokerStars right now.
They need to do more for me than say 'sorry for the inconvenience'

They should add some type of message during the cashout process
that is able to indicate if they're experiencing any technical difficulties
there by informing the player and allowing them to decide how to cashout.

Yes there are + and - to doing that, but I think the benefit out weighs the -

Just so you know its monday morning and have sent another strongly worded email STILL NO MONEY.....Pokerstars is full of shit. I have also asked them about the 20% bonus rumor as well cause if they are giving it i want it.