Hi All,

I have been playing on Stars for a few years and always loved their support. I not only got replies within hours of sending an email, but the replies were almost never off topic and I rarely got bounced around from one support person to the next.

I don't know what's going on now but my experience the last few months has been dramatically different and more negative. I've even had simple emails that contain non controversial questions that take them weeks to address. I am completely stunned with how it can go from the best support I've ever had contact with to this in such a rapid period of time. Because Stars is the dominant force in online poker I thought such a serious issue was worthy of its own thread so hopefully that isn't a problem.

This isn't a one off for me either. I've probably sent about 10 emails to them in the last few months and have had almost no positive experiences. I either get bounced around "we are forwarding to xxxx who will get back to you eventually" which often takes many days or even weeks even if the question is quite basic, or I simply get no reply for days before finally getting an answer. The most scary thing was that I once sent an account security email, something that wasn't complicated but required fast correspondence, and their first response came a week later.

I fully understand how serious investigations and account security issues can take time for them to be thorough but that isn't the issue with my emails. They have not been overly sensitive or serious. General questions and requests that don't involve a team of specialists or anything strange like that and if I asked those same questions a year ago I'm sure they'd be answered within hours. And yet it has gone from feeling like I was communicating with some of the best support in the world in any industry to feeling like I am dealing with some of the more shady poker sites around.

This is both sad and worrisome to me as Stars really has been the shining light in the poker world for me. Are others experiencing anything at all similar? Has Stars made any official changes to their support that could explain this? Is there anything that can be done to improve the situation?

Support is in decline for sure. My guess is new management doesn't care since they still have the best support in the business. The obvious money grab since Amaya took over is troubling.

Amaya is cutting costs wherever possible. looking forward to the exodus.

I could not agree more. The way things have gone for the last 6 months online poker is in severe decline unfortunately when you can't trust the far and away leader by default.

if your email does not fall exactly in to a template than buckle up and prepare for a battle.

It feels like dealing with a small third world company with the equivalent support now thats merely living off past glory in every aspect now gearing up for the casino cash grab to try and break even. Billions to go, you can do it guys.

What do you email about? Must be something that fits a perfect template pre- written.
Half the time I email, no joke, the template sent in response is OFF TOPIC. It's like its a robot fooled by a key word entered in the question but I'm happy you're happy, lol

miss the old owners so much..

oh well cant blame them to cash in, being on a big ass yacht with east european model every day must be awesome

95% that model is Russian

Ya the last time I had a conversation with them it was by far the worst one ever, 2 of 4 replies they hadn't really bothered to read what I had written.