Hello,
I am sorry for not a perfect English.
My account id is D0ct0r Anal.
Yesterday I was playing MTT Big 22 $, I finished 206th. When I lost I decided to quit the game and eat something. After 5- 10 minutes I wanted to play some low stakes MTT for fun, but I could not log in, 'wrong password'. I started to panic, I sent to PS many e-mails that my account has been hacked and I said to them to do not allowed to withdraw any money. The did not answer me.
So I decided to create quickly a new PS account and send them msg via client.
This is what I did. They answer me:

Thank you for contacting PokerStars.

The email address 'XXXXXXXXXXXXXXX' is not registered to any PokerStars account.

For security reasons, we cannot share details of account 'D0ct0r Anal' if you email from another account, but we have closed the account 'D0ct0r Anal' to avoid any losses from your balance.

Unfortunately, we will need you to please send the information from the email address registered on your PokerStars account.

If your email address is entered correctly, please advise the following to assist us in locating
your account:

- Your PokerStars User ID
- Your full name
- The postal address registered to your account (+ ZIP/postcode)
- A telephone number in case we need to contact you

Thank you for your cooperation.

Laura F.
PokerStars Security Team

PokerStars will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.

Enhance the security of your account using "SMS Validation", a free service which will notify you via text message when our system detect any potential irregularities with the operation of your account. Activate this feature via the ‘SMS Security Options’ located in the ‘Account’ menu dropdown in the PokerStars Lobby’.

Regards,


Laura F.
PokerStars Security Team

PokerStars will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.

Enhance the security of your account using "SMS Validation", a free service which will notify you via text message when our system detect any potential irregularities with the operation of your account. Activate this feature via the ‘SMS Security Options’ located in the ‘Account’ menu dropdown in the PokerStars Lobby’.


After a shot conversation I receive e-mails:



Hello,

Thank you for your email.

Can you please explain to us exactly why do you think that your account has been hacked?

Also, as part of our security procedures, we ask you kindly to send us the following documents so that we can verify your details:

1. A clear copy of your driver's license, or any other valid government issued picture ID; and

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 "Security" in "Category" > Select "Security Document Request" in "Sub-Category" 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 make a digital photo of your ID (front and back) and send it to security@pokerstars.com or fax to:

PokerStars
Attn: Security
Fax: +44-1624-630899 (international)
Fax: 1-800-631-9050 (Canada toll free)
Fax: 00800-7653-7782 (UK & Italy)

Please ensure that if you are sending documentation via fax that you clearly write your User ID on every page.

Please understand that we have to make identity verifications to make sure that PokerStars remains a safe and secure environment for its players.

We hope you can understand our position on this matter and we look forward to your reply.

Regards,

JuanF
PokerStars Security Team

PokerStars will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.

Enhance the security of your account using "SMS Validation", a free service which will notify you via text message when our system detect any potential irregularities with the operation of your account. Activate this feature via the ‘SMS Security Options’ located in the ‘Account’ menu dropdown in the PokerStars Lobby’.



And then the last one:

Hello XX,

Thank you for contacting PokerStars.

We have forwarded your email to the person responsible for handling this matter. They will review your enquiry and respond as soon as possible.

We appreciate your patience.

Regards,

Ericka B.
PokerStars Security Team




And now is silence. I am waiting for answer more than 15 hours. I do not know what is going on. I am terrified, perhaps I lost all my money.
The time between quiting last time game and blocking my account was around 40-60 minutes. Do you think guys there is a chance that I still have money on account? Have you ever had similar problem? Why do you think I am waiting so long for an answer? What can I do??

Doesn't seem like an over-reaction at all
What was your reply to this?

I havent used Poker Stars for a good while (blocked in my country), but, surely there is
either a link to reset your password, or a number u can call.

I dont understand why u have defaulted to a decision that your account has been hacked/funds removed.

Sure, if someone has changed your password, thats not good, but, if u were playing 15 mins earlier, the account was in good standing then. Hackers normally deposit something small, via a new card, and then remove, maybe 2-3 hrs later.

U should be good.

~LostOstrich
I said to them that I could not log in which is weird, because I was playing 15 minutes earlier. I tried to create a new password, but even when I answered two security questions I did not receive any e-mails. I realized that first time I did not get spam msg from PS when I finished MTT Big 22$. So it is almost 100 percent sure that someone changed my password and e-mail address.
The worst is I don't know what this mother****er was doing during this hour. I am preying now that he didn't donk my money. I thinking why I am waiting so long for a response. I sent them few e-mails today as well but there is no answer.

If your funds were gone I don't think the support rep would have said "why exactly do you think your account was hacked?".

Hi,

A colleague is looking into this, and since it relates to a personal/account specific issue, they will reply directly to the OP (who can, if they choose, share our emails on the matter).

Sincerely,

Michael Josem
PokerStars Communications Team

Lol @ doctoranal screen name. Probably should have givent them a little more then 15 hours though can understand you are panicked. Gl op.

~up
Hehe I know
~Michael J
Just 30 minutes ago some very nice lady form PS called me.
She asked me to verify my details and after that she told my that money is stil on my account. uffffffff. My account was blocked for unknown reasons. She helped me with changing my password and email and she add some extra protection to my account
Uffff
We did it! I am still rich
thank you for support. Issue seems to be solved .

I must scan my computer now

I'm glad things worked out for you. A word of warning though: it might not be such a good idea to create a new account just to use the live chat in the future. Creating a second account can cause problems in itself.

OP, please also use a more sophisticated nickname for your next online poker account.

/Thread.

I think a reasonable site like PokerStars would find this ok and OP would have no repercussions from it., not sure about other sites. Its actually a pretty smart method. Good to see that the Stars chat rep was able to take action or escalate someone who could, if it was not already done from the emails

He and Schlongzilla can discuss those options at the table if they ever meet.

Perhaps but I didn't get any response when I was trying to contact them via e-mail (I know that my nickname doesn't help me in this kind of situations). When I sent them msg from a new created account on live chat on PS client, they answered to me immediately and they blocked my account. Fortunately I reacted very quickly, so nothing wrong happened. It was a lesson for me to not keeping a big amount of money and to protect my account how much is possible.

theres a live chat on PS client?

Kind of.

Are you pokergay?

Can you elaborate further?