hi there,
im not sure if this is the right place to post this but i really need help.
i have been unable to access the internet for around four months and when i returned and tried to log in got a pop up sayin my account had been frozen and to please contact pokerstars support.
so i emailed them and explained i had been away and what i had to do to activate my account again. this is the email i got back form them...

Hello Kevin,

Thank you for your email.

In line with our internal security processes we carry out periodic business risk assessments on randomly selected accounts.

We regret to inform you that your account has not passed this recent screening process, which has resulted in the permanent closure of your account.

As per our Terms of Services available at: http://www.pokerstars.com/poker/room/tos/ (...) ‘PokerStars retains authority over the issuing, maintenance, and closing of Users' accounts on the Site. The decision of PokerStars' management, as regards any aspect of a User's account, use of the Service, or dispute resolution, is final and shall not be open to review or appeal.

We apologize for any inconvenience this may cause.

how on earth can they do this? i asked them to explain, this was 2 days ago and still no reply i have over $1500 in my pokerstars account and around $250 in my full tilt account.
ive played on both sited for around 7 years playin 1000s of sNg's and mtt's
are they sayin ive been cheating? i have been refunded on numerous occasions for playin on tables when other people have been colluding. i would never dream of doing such a thing. im really at a loss and very angry after so many years of dedication to these sites.
what can i do??

Post screennames for Stars and FTP, presuming you are not Sam

Post ALL emails TO AND FROM Pokerstars regarding this

Not sure why your internet story was needed

whos sam? my screen names for both sites are foresight000 all emails as follows....

> __________________________________________________ _____
> From:
> Sent: 02/12/15 08:48:15
> To: "support@pokerstars.com" <support@pokerstars.com>
> Subject: account frozen
>
> Hi there. my name is foresight000 or kev, i have been unable to access my internet for around four months and have come back to it to find my account has been frozen. if you could tell me why my account has been frozen and what i need to do to activate it again i would be very grateful.thank you for your time. kev.


Hello Kevin,

Thank you for contacting PokerStars.

We have forwarded your email to the team responsible for handling this issue. You will receive a reply as soon as possible.

Your patience is highly appreciated.

Regards,

Luca
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’.



PokerStars Security - Account closed
security@pokerstars.com (security@pokerstars.com) Add to contacts 13/02/2015 Keep this message at the top of your inbox
To:
security@pokerstars.com
Hello Kevin,

Thank you for your email.

In line with our internal security processes we carry out periodic business risk assessments on randomly selected accounts.

We regret to inform you that your account has not passed this recent screening process, which has resulted in the permanent closure of your account.

As per our Terms of Services available at: http://www.pokerstars.com/poker/room/tos/ (...) ‘PokerStars retains authority over the issuing, maintenance, and closing of Users' accounts on the Site. The decision of PokerStars' management, as regards any aspect of a User's account, use of the Service, or dispute resolution, is final and shall not be open to review or appeal.

We apologize for any inconvenience this may cause.


Regards,

Regards,

Wendy
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 the last one i sent which got no reply...
13/02/2015
To: security@pokerstars.com

what the hell! what kind of bull**** is a periodic business risk assessment? what risk have i posed? you have stolen my money i have over 1700 dollars in my pokerstars and full tilt accounts. ive played on your tables for more than 5 years generating 1000s in rake for you. am i being accused of cheating? could u elaborate on what a business risk assessment is please? this is so unfair its unreal!

What are your previous 2+2 accounts?

Also its the weekend atm, so you are less likely to get a response from stars security at this time, wait for a couple of days. No need to spam them about it if you are

i haven't spammed them ive sent them that one email, also this is my only account. i might have had an account many years ago but i cant remember if i signed up or just lurked. either way this is my very first post on here.
i get the feelin u think i am someone other than who i say i am?
who is this sam?
ive done nothing wrong ive played years online and never cheated.
its taken me years to build that money up i wouldn't do anything to jeopardize my account. isnt there a pokerstars rep on this site that could look into this?
its so frustrating. years of loyal service for them to do this to me.

Out of curiosity how come you didn't have Internet for 4 months? No where in the Email threads has anyone said you are colluding so I'm not sure why you've mentioned that? A word of advice, you are never getting a serious response when you word your messages like you did on the last Email.

im not going to get a response if i say the word bull****? what are we 10 year olds? its perfectly understandable for me to be angry wouldnt u agree? ive done absolutely nothing wrong and i asked about collusion because i would guess thats what most people get banned for?
also i have no idea what a periodic business risk assessment is? im only really aware of collusion as a reason for accounts bein closed.
i mention the not bein online for four months because i have no idea when exactly my account was closed so it could be anywhere in this time frame.
i was away for four months because i was in prison (for cultivating cannabis) i will be up front about anything u ask me but please dont jump to the conclusion that i must be dishonest because i have been to prison.
that would obviously be very narrow minded.

I wonder if someone tried to hack this account from many places and caused the red flags to go up. Either that or they somehow cross reference some felon lists and ban them as a security risk. Random thoughts here not saying anything/anyone is right/wrong.

Maybe they don't want to be possibly associated with drug funds for such a small time player?

all thoughts are welcome, im at a loss right now.
it seems so brutal that they can just close my accounts and not leave it open to appeal or review.
and the 4thfilm take your negative narrow minded comments elsewhere i haven't deposited on my accounts for years i started with a 50 dollar deposit on tilt and somethign like a 40 deposit on stars so please just shut up u know nothing.

If you are not accused of colluding or other cheating (which it doesn't seem as though you are) it is normal for them to let you cash out your account balances.

well that would be great.
suppose i just need to wait till tomorrow to see if i get a reply or hopefully a pokerstars rep will see this and help me out. i hope its a mistake on their part because i would like to keep playin on stars and tilt.
ive put thousands of hours in, millions of hands, so weird that they decide to close my accounts.

did you make any transfers before you "went away"
Maybe someone you transferred to has being banned.

We're not children, neither are the support staff at Pokerstars. We, they, and presumably you can communicate politely and still be effective. If you cuss and rant, you'll be less likely get the help you need. Reasonable folks aren't eager to work with unpleasant people. Being angry is normal. Taking it out on the people you expect to help you is a bad idea.

Periodic Business Risk Assessment.

From time to time (periodically) they will assess (calculate) the risk (potential for loss) to their business (them making money).

They see something about about your account that makes them think keeping it around is -EV for them.

When did your incarceration start, and when did it end?

Hi op. It's Sunday, we are just chilling and talking. So for now, just bouncing ideas.

Did anyone else have access to your computer when you were away for the extended period, especially if you left it at the same location with the same service provider?

Also, since you are here asking for ideas, and help. Why not explaining about the 4 month leave without internet access. I'm not trying to be nosey, but there aren't many places in the world that are too remote to have it. Or did you just not play for four months?

Explained above. Incarcerated.

grenzen- i explained i was in prison for four months
clamper- youre right the swearin wasnt needed but i wrote it soon as i saw the reply i should have calmed down and worded it better i understand that. but hopefully u can understand swearing is a form of expression and it wasnt directed towards anyone so i see no problem with it. being offended is subjective and i would like to think the support team can handle a light swear word such as that.
mullion- around a month and a half to two months before i went away i final tabled a micro limit mtt and i got lucky against a guy just after the bubble. i promised him if i finished top 4 i would ship him 100 bucks and i was true to my word.

Skinny, I was writing and submitting my post when you answered that question. I did not see the reply.

no worries.
could anyone suggest what i do if i dont get a reply tomorrow? should i post another thread on here asking for a rep to help me out or something?

Prepare yourself for the possibility that you may not get a reply tomorrow. Do not overreact if they do not reply immediately.

May I ask what country you live in and play from?

the U.K, more specifically England

If you do not have more than one account, are not associated with someone who has defrauded them, etc. the chances are very good that your account will be reopened. The chances of them keeping your funds are even lower.

One of the big dangers is threatening them or being excessively rude to them. That does not work.

ok noted im feeling a bit more positive about this now.
just that not open to appeal or review thing was very worrying.
i will wait for a few days and see what happens. thank you all for your help and suggestions.

That may be good news. Does anyone know if OP can make some sort of complaint to the local regulator? (the gambling commission)

That is what they might call an "association". Is that player still active?