Here's the situation, I tried to deposit some money into my poker stars account and I got a message saying I am not allowed to do so at the moment and to check my email or information on whats going on. They want me to explain my association with someone named suzoroy. I have no clue who this is and I dont even recognize the name at all. What should I do here

Deposit and Cashout Transactions are currently disabled in your account as it has come to our attention that your account is associated to 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 'suzoroy'.

It is standard procedure to request an explanation when this type of situation occurs. Since we have to make sure that you are not the same person as the above player, we would like to ask you to email or fax us a clear photocopy of your driver's license, front and back, or other government issued photo ID. We also request that you complete the form below, sign it and return it to us.

If you have already provided the requested documentation for your account, there is no need to resubmit this information again. Please respond however, with your association to the above player.

In addition, we require a copy of a statement for the card you have used to deposit (4***********1776), along with a copy of the front and back of the card. You may black out all numbers except the first 6 and last 4 digits.

We do not mean to imply any wrongdoing, however, please understand that we have to make security checks routinely to make sure that PokerStars remains a safe and secure environment for its players.

Please note that your deposit attempts will not be processed until your account has been cleared of this relationship. You will receive this automated email every time you attempt to deposit until this matter has been resolved. Once your account is cleared you will receive an email letting you know that your account has been approved for all real money transactions.

If you have access to your PokerStars account we ask you to please log in and upload all requested documents via the client.

Please go to Help > Contact Support / Upload Documents > Select Category > 'Security' > Sub-Category 'Documents' and you will be able to upload documents with a size up to 5 MB.

If you are not able to log into your account please scan or take digital photos of the documents and send them to "PokerStars Security" <security@pokerstars.com>. If possible, please include the code "REL123" somewhere in the Subject of your email.

Alternatively you can fax the documents to one of the following numbers:
1800 631 9050
+44 1624 630899 from any other country

***(Please include your UserID on ALL Faxes sent)

If you have any further questions, please email "PokerStars Security" <security@pokerstars.com>

Regards,

PokerStars Security

__________________________________________________ ___________________

POKERSTARS VERIFICATION FORM
__________________________________________________ ___________________

1. Please complete the following information:

______________________________________________
PokerStars User ID

______________________________________________
Full Name

______________________________________________
Mailing Address

______________________________________________
Phone Number

______________________________________________
Email Address
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2. I enclose the following information to support this application:

a) A clear photocopy of my driver's license or other government issued photo ID (front and back)

b) A clear photocopy of my most recent utility bill (phone, gas, water etc.) showing my name, address and statement date

c) A clear photocopy of the front and back of card 4***********1776.

d) A clear photocopy of my most recent credit card statement for each card listed above showing my name, address, credit card number and statement date.

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3. By signing and submitting this form along with the accompanying documentation, I am fully acknowledging and verifying the following:

a) The above details are valid and I am the owner of this PokerStars account.

b) I have authorized all transactions processed using the 4***********1776 initiated from my PokerStars account.

c) I will honour all transactions made with the above credit card(s) and/or account(s).

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______________________________________________
Signature

______________________________________________
Date

Oh yeah another thing is i have no clue about this card number they are referring to (4***********1776), have never used or owned a card with those numbers, or ones even close to being similiar

I dont understand what you want anyone here to say other than do as they asked of you and be honest. If you didnt deposit with a credit card with those numbers tell them that also.

I find this all extremely strange and was wondering if its happened to anyone else. I dont even ever remember seeing the player they are asking me about let alone know of them personally. I just cashed out the majority of my account last week and havent played til today. Just find it weird how all of a sudden some issue popped up out of no where. I asked poker stars if they could explain to me whats going on in detail.

Something triggered it. This happens to quite a few people but usually when it happens there is something going on shady. Not saying you are in the wrong but the majority of the time PS has some sort of suspicion Id say they are right. Better that they are checking everything out then them not care at all and have an operation like Ipoker going.

How it ended? I also got today similar message. Only that they did not ask me to provide documents.

PS has become a really ****ty place to play. I got two weeks ago something similar. They have frozen my account and to every request to clarify what is going on, the response was "...we have forwarded your message to responsible division. Your patience is greately appreciated....". So basically no response at all.

On monday I wrote a message to paypal with CC to PS with a request to reverse my last deposit. Then PS finally responded with non generic message. Now I got a message that everything is resolved and I can play again.

LOLOLOL.

In this weeks I got more or less used to 888 and netbet and that is exactly where I will be playing now. Since I am SN on PS, they just have lost a bunch of rake.

I have a feeling that approximately since beginning of august they have some kind of new internal guide lines to all this security checks and so on. The number of people complaining about frozen accounts has increased a lot.

Yeah, how dare them try to not get screwed by players.

What PS is asking OP to do is totally reasonable especially since it sounds like the person "associated" with him owed money to PS. It's exactly what any BTC place does before you can move money around.

The thing is, that it seems, that they have no standard procedure for all this checks. All that seems to be triggered often by cash-outs. Never by deposits . What is additionally highly annoying is lack of transparency in this checks. They don't give any explanation to what happened or why I should suddenly give any explanation to my association with XYZ. That all makes it at least seem, I don't claim that it is so, that PS tries to screw players.

I know that now will come, that "BIG BIG PS doesn't need your 1000$ they have many many millions. The integrity of play is so important to them" But the thing is that in the last three years they make an impression, that they do need my few $. They cut corners on the support, on the technical side and clearly on promotions. They are hard way behind few cents rake on low stakes. So who knows .... For me it looks like PS wouldn't say "no" to my few $.

For the OP, I clearly think, that he should comply with their requests. He should sent every document to them and give a truthful explanation to everything they ask. But at the same time he and everyone else really shouldn't keep their money on the site. If in doubt, and I am in doubt how far PS will go to screw players, everyone should try to be as safe as possible.

Stars has done this type of procedure for a while. Even this thread is 3 years old.

You moved to 888 which is your right as a customer, but if you saw the equivalent threads on 888 or Party Poker here (where many times it was very clear the player was in the right) - you might appreciate the Stars model a bit more

may be. Clearly if I compare the number I have cashed out on stars to the number I have cashed out on 888 it is about 1000 times as much on stars as on 888. But what is undeniabe is that on PS it has gotten worse. I had played many years there, and somehow until few years ago never had a single problem.....

At least for me, I will try my luck somewhere else. May be I will come frustrated beyond the limits back to stars again.

And what I am pretty sure is the good idea, no matter, where I am playing, is not to keep my money on the poker site.

yea, it is annoying that they only tell this when you cashout. I had an upswing and decided to cashout, cause I do not feel safe keeping money even at stars.

And 2 days passed, still no answer. I wrote them in english as well, because I thought maybe lithuanian support is not working on weekends or something like that. I am so bored at weekend now, because I do not have motivation to play on this site until I cannot cashout. But I also do not want to start on other site because again I will need to collect notes and stats and still hope that this will be resolved soon.

They asked me documents at september 7 and I sent them, not the utility bills cause in that house my parents pay them, but value added tax document where they can see the info they need. Still no answer

Hi, I want to inform you, that documents were confirmed I ordered cashout. Yesterday I got the letter. So about 17 days it took totally at least good that it ended well.

I've just received the same msg after trying to deposit today. Refering to a 'muka5' who i have never heard of. V odd. I searched the forums and came upon this thread.

I just got the exact same message but without asking me to confirm a credit card and it's a different player their referring to.

I haven't played for five and a half years.

I responded to them saying : I didn't know who that player was nor do I remember ever playing with them and that I haven't played on PokerStars for almost six years and that this player is playing on pokerstars.fr and I haven't ever played on that site.
I was in contact with them over the past year and it was never an issue they brought up and when I tried to deposit it became an issue.

I hope it all goes well.