Hi!

I decided to cash out my funds on Pokerstars. It's been 3 days since I initiated the cash out and it's still pending. I've contacted the support by email and no one bothered to reply. What's even worse is that I can't even cancel it so the money is stuck.

My account has always been in perfect standings, fully verified.

I'm in need of an advice because I'm not sure what to do.

Thanks in advance!

3 days = most of it is the weekend. patience.

Sorry, I think I wasn't clear enough. On the cash out window it was written that I need to contact the security team. I did, 3 days ago but no reply. Website states:

"We are proud to have a conscientious and dedicated service team working for you. Our support team is ready to answer your queries 24 hours a day, 7 days a week."

And you actually think they have the same level of staffing at 3am on a Sunday morning as they do, say 11am on a Wednesday morning?

Probably they don't.

I still haven't received any word from them which is beyond weird and I'm not sure what to do. Ok, I understand, 1-2 days...but no reply in 4 days?(tried both the security email and general support email)

This is completely normal nowadays, even regular support can be a couple of days. Security can take a week to respond (check other recent threads).

A week? I find this unacceptable. Number 1 Poker Platform on the planet answers an email in a week.

Will read other threads, thank you so much! I went into panic mode because I didn't experienced something like this before. They always answered me fast.

Cheers!

You know, if everyone just sent one email and waited for a reply, rather than emailing every address they can find every fifteen minutes, maybe Stars' support would have declined to the level it's at right now

I'm being respectful and appreciate your initial reply but I'm not sure what you are trying to express with this one.

It's not my fault that they don't have an efficient support channel and certainly not my job to come up with one. You don't even get an automated reply back with a ticket ID or something. Plus, lets not talk about the missing phone support.

I think with the recent SNE removal and reward changes, they have all the money in the world needed to put up an efficient support team.

I think as a player who contributes to the business by paying rake, I have the right to know what's happening with my account/cash outs in a reasonable time-frame and so does anybody else that plays here.

Thanks and I don't want you to get this in the wrong way. Not here to show off or flame with anybody.

I have the exact same problem.

on hold since 15th, emailed them 6 times no reply whatsoever.

There's normally an initial acknowledgement of email.

Account back to normal, got this email about 3 in the morning

Thank you for your email.

Your cashout was on hold while we were carrying out a full review of the funds and your recent game play. We are pleased to confirm that the review has been completed and your cashout approved and will be sent for processing .

If there is anything else we can help you with, please let us know.

Regards,

So, assuming all other aspects of pokerstars support has declined the last few years, it's scary to think how sparce the game integrity room is where system alerts are generated for employees/game integrity to look into collusion/bots and cheating

Well...

I had a legitimate gripe cause my funds were frozen and they specifically told me "contact security@starsaccount.eu" which seems very ominous so I feel considering they didn't reply to my initial email after 24 hours I had to take alternative measures.

All was needed was something like "we have received your query and cna understand your concern. We have forwarded your message to security. Bare in mind that this can take 72 hours" etc etc but no complete blank for 4 days.

How exactly has this thread been Resolved? LOLNHDONKWP is not the OP. The OP has not posted anything that would suggest a resolution.

I cashed out it took 12 hours to receive the initial up to 72 hours email. Definitely something Pokerstars has proactively initiated, if not every cashout, they seem to be staggering them. Good for ecosystem?

Seriously? Stars can't be courteous and just give an e-mail telling the account holder what's happening or instead of saying "if you want to get back into your account, e-mail this security department". Well you ****ing know that that person's going to want their account back so why don't you ****ing tell that department when you give them the case that the customer might want to know what's going on with their account and to e-mail them to give an eta on a decision and maybe what's happening if they can do that last part. It's piss poor judgment and customer service from Stars.

So tried to withdraw like $4330 like 2 weeks ago was declined and asked to send document proof which I have done over 5 times now had only one reply telling me that I had 24 hours to send proof of risk my account being suspended that was over a week ago.
I have to say this customer service is beyond poor and has bin like this for the last few years despite pokerstars claims . COULD I PLS HAVE SOMEONE LOOK IT TO THIS gamertag aka crush