Hi everyone,
This is my first post here and I'm asking for help.

I've just registered at PokerStars, but they wouldn't let me deposit, giving supposed association with someone as a reason.

Of course I wrote to support (I'll cite my email below); my question is: is there a way to contact them ASAP ? Maybe request a callback? I have provided my phone number in the email, but that would require them to get to reading it first.

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My original email to support:

Hi folks,

My guess is that some sort of technical error has taken place.

You see, this is my first time at PokerStars, I've come here in order to take part in today's Sunday Million.
I've just registered, haven't yet made a deposit or played a single hand.

Considering this, I'm not sure how the system would detect any kind of association to anyone at all.

I must also point out that I would like my transactions to be unfrozen ASAP, seeing as I'd very much like to qualify for today's Sunday Million and I can't really do it with a bankroll of $0.00 =)
If you need any more info, please ask away. You can even call me at +X(XXX)XXX-XXXX if that's the fastest way to clear things up.

Thank you in advance! Hope we can resolve this quickly.

Pretty unusual for someone who has never had an account at Pokerstars in 15ish years to decide to join to play a random Sunday Million (yeah its half price, but not a special 10 million event or something), so you may find that your reasons do not quite convince them as you believe they should.

You have not included their full emails, which tends to be standard behavior in this type of thread from a new poster, so post every email in its full, and be transparent about any history that you have had there or if you are living in a place that has had other people with Pokerstars accounts etc, because nearly every thread like this tends to waste time waiting for that information, and once it is provided the OP tends to vanish.

No doubt your situation is completely different and innocent, though truth be told I cut and paste that statement to every thread like this and never really mean it, but you also have not deposited yet, so that should make people feel better who complain these types of checks never happen before a deposit.

All the best.

Thanks for the input!
Ok, clearing those up:

1) I've been playing tournaments at PartyPoker for quite a while, and and for some time considered moving to Stars and becoming a bit more serious about my learning. Today with that half-price just seemed like a good day to make the move=)

2) If by "their full emails" you mean the reply I got, then there is nothing more to post, I haven't got a reply yet=)
The security's original message was clearly standart auto-notification:

"Hello Garryny4,

Deposit and withdrawal transactions are currently disabled in your account as it has come to our attention that your account is associated with a player with whom we have an outstanding issue.

In order to assist you in clearing your account, we kindly request an explanation of your association to 'glanasot'.

We do not mean to imply blah blah routine checks blah"

3) No history whatsoever with Stars or anyone who ever played there;
living in Moscow where clearly lots of people could be playing from the same ISP (and therefore, IP pool) as me.

First of all, I'd suggest not being so condescending in your email to Stars support.

It's the exact tone of someone who has had previous accounts with them to be honest.

Hmm, that's odd, didn't mean to sound condescending. All I wanted to say is that I had no idea how in the world the system would detect "something" as association (the idea of a common IP pool and thus a possible IP collision came later).

As for "the exact tone" argument: if you ask someone "did you do it?", both the innocent and the guilty would answer exactly the same, wouldn't they?

I do realize that cheaters are probably rampant, but as you can see, my goal is to hopefully find a way to contact the security guys ASAP. I wonder why the guilty would do that.

I received exactly the same email with different name twice in a month. I've been playing stars ~7 years and never had any issues before this. Replied to them have no idea who that player is and both times stars replied ty for the answer you can cashout now. Took under 24hrs both times.

My guess is there are people that have used stolen cards or something and for some reason my account was flagged. I could play just fine but cashing out was blocked.

Are you using a second-hand laptop? If you signed up on a computer that belongs/belonged to someone that has been banned by Stars in the past, or you have the same IP address as them, it's going to be pretty hard to claim you don't associate with cheats/fraudsters.
If you're innocent, just be patient. Stars security makes errors occasionally, and this may just be a 'false positive' that got flagged up by their anti-fraud detection algorithms.

Nope, no second-hands.

And yeah, I figured that the only way this could happen was if my ISP has given me the same IP it gave the cheater at some point in the past (many ISPs choose these 'dynamic' IPs randomly for each session from a large shared pool of possible IPs).

If that's the case, then the system clearly needs to be improved to avoid flagging people with dynamic IPs (as over large periods of time, matches are inevitable and people will be constantly false-positived).

It seems unlikely that you are facing this situation because of a shared dynamic IP address. But really, all you can do is wait for PokerStars to resolve the situation for you.

Well, unlikely as it may be, I have no other ideas. Really curious to find out what really happened.
And yeah, wait wait wait. It's been 7 hours now, btw, still no response. Is the Stars' support usually this fast?

2017 stars support is allmost at 888 level.

Hi Garry. Why aren't you posting from your regular 2+2 account? It's hard to believe that you're both a new stars account and a new 2+2 account.

A suspicious person might think that your regular 2+2 account has many stars related posts. Honestly, it wouldn't even need to be a suspicious person, just someone with common sense.

I can see why it's hard to believe, yet that's exactly the case.
As I said, I never considered being serious about poker until very recently - hence I never had the need or interest in joining 2+2 or any other poker community. Now, though, it makes perfect sense.

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Since I'm replying anyway, might as well add an update, too.

So, 12 hours after my inquiry, at 21:00 EDT (and 4:00 Moscow time... I wonder what timezone they're located at), the security finally answered. They offered no explanation (fine with that - not as much with the long wait) and asked me to provide document scans.

6 hours later, when I woke up in the morning, I did as they asked. I guess by then it was the middle of the night wherever they're located, so I'll have to wait another double-digit hours before I can hope for an answer.

Fuuuuuun :/