Yes, I agree with this. Good luck in your endeavours here, I think my advice above is still good.

Stars seem to be claiming that the account had 0$ in it because it was closed under GDPR, not because they have records of what was actually in it. Since the OP of this thread had an account with funds in it closed under GDPR, AND he got these funds back, Stars obviously do close accounts containing funds and have some way to recover records from accounts closed under GDPR. Seems support here are FOS.
MCC, check your screenshots for the date they were generated - right click the filename and look under 'properties'.

Ya that was the only thing I could think of, is that my funds were moved to the trust account or end user deposits that were previously mentioned when they closed my account. Similar to what happened to OP and that maybe I need to get my account reinstated or registered again for the funds or transaction history to become "visible". I just wish support would be more helpful in regards to this. Anyways I will obviously continue to pursue and escalate this in hopes of getting some answers and a resolution. And will likely be sending those letters in the near future that Josem recommended if there hasn't been much progress made.

Received this email from a supervisor today so thats good, hopefully will get things all sorted out and resolved soon now. Thanks Josem and everyone else for the replies and suggestions in attempts to help.

I have to wonder how many people have lost money because of these errors. If PokerStars was regulated by a legitimate organisation, rather than the Maltese Gambling Authority, they would probably be held to account.

Good you ended up with your money!

I am now facing a similar situation. Just tried to check my PokerStars account after around 5 years and found out it was also deleted due to GDPR. There was around $250,00 funds in it. I got an email from support saying this amount was withdrawn in July 2022. I have not accessed my account in years. I will ask for an audit of transactions and see what the response is. Sad that it can happen in PokerStars, I thought we could trust them 100% regarding account funds.

This seems like a prudent course of action.

Unfortunately their support just replied "Unfortunately, we cannot provide this data as user accounts are anonymized in line our data retention policy." I will check what is the best next step in this case. Support is just returning the exact same response when I ask for something.

These two alleged messages from PokerStars are obviously in conflict with each other: they can't on one hand say that your money was withdrawn, and also say that they cannot identify your account to provide details of past transactions. Those two messages are obviously inconsistent!

Right, I agree!

Another point: I wonder if there is a way to withdraw funds from the account without logging in. If there is not, then there must have been some form of login to have the withdraw made in 2022. If that is the case, I suppose the 5 years period of inactivity for GDPR deletion would have been restarted at that point in time. Does it make any sense?

Yeah, the messages you're receiving don't appear to be consistent from one to the other (based on the limited content that you've shared here). It sounds like you've just got to somehow crack through the first level of automated responses and get someone to properly consider/think about the issue. I suggest asking for the issue to be reviewed by a supervisor.

This is totally pathetic behaviour by Pokerstars, sure only a sample size of three, but each of them told they had no balance, then when they pressed and pressed..... and pressed, a complete U-turn by Pokerstars with a ridiculous excuse attached to it.

Only people on the inside will really know, but whenever this kind of behaviour happens by a company it makes me suspicious that it is deliberate.

I mean imagine how many accounts they legitimately incinerated due to GDPR and the number of account holders who may have been told when some time later trying to log into the account, "no, Sir, the account balance was zero", (when it really wasn't) and either believed what they were told, or couldn't really remember, or knew they had money but couldn't be bothered to fight their case, or fought their case but then gave up when they hit a brick wall that was put up in front of them.

Trust no gaming company, never.

I'll add, that any decent company that has made a genuine mistake of the magnitude of this one, would voluntarily give compensation, on top of the rightful funds owed to the player.