Good morning guys,

I was hoping you might be able to help with an issue I've currently got with PokerStars. The background is:

I signed up to FullTilt Poker about a year ago and have used it quite regularly. Back in November I found about 7 transactions on my debit card account that I couldn't remember making and reported it to the Security team, it turns out though that I'd made them whilst drunk and I updated my bank but didn't update the security team. No chargebacks or action were taken.

I opened a Pokerstars account up earlier this year and have used it quite regularly, too - but whilst playing last night I got suspended/frozen out and an e-mail sent to me which says:

Now I've replied to this e-mail saying:

This one's completely my fault - I did report the transactions to FullTilt as being made without my permission as I'd come back steaming drunk and used my account - only reason I found out was because when I got back home my laptop was open with the software open, too.

Any advice on what to do? Got a big chunk of money I want to withdraw from PokerStars - happy to send them my ID and Bank Card photos but don't want to spam them.

How long have you been waiting on the issue being resolved? If it's only been a few days to a week then the process is still fairly early. If no chargeback were made then I don't see there being too much of a problem.

Not that long at all - happened about 12 hours ago - just a bit nervous as I'd made a big win and already started planning what I was going to buy

Nothing was pursued in November - just reported and then left after. I should have updated them to be fair as no doubt they take potential unauthorised transactions very serious.

Sounds like you'll be fine and that the FTP account was never given the "all clear", because the security team never received the info that "I had in fact made the transactions". Now that the team has that info, I would presume you'll be OK if everything else is clear and you can provide the standard ID docs.

Can you edit this post to redact your Stars and FT usernames?

Probs just paranoia but I'd #### them out anyway.

Yeah I hope so - as much as it being resolved I'm also conscious of the time, too.

How long would this usually take to be resolved?

I'd advise not to be expecting a very speedy resolution. 7-10 days I think would be realistic. That said, I don't know if they have a pre screening of cases or whether everything has to go to their security team for a full decision, if they do pre screen them it might be a lot quicker.

That's all based on the info you provided, if there was anything more to the story, even seemingly insignificant then it could change things.

If you don't mind me asking, what was it you won? This is me being nosey it has nothing to do with anything else.

FullTilt Security have got back to me now asking for documentation which I've sent across. They asked for the debit card from in November which I'd destroyed but I've sent them my current debit card front and back, photo of me holding it, my driving license, and a scan of a statement so they have my full address, too.

I hope once sorted with FullTilt that PokerStars will remove the freeze. I'm in the withdrawal 48 hour window at the minute anyway so not having a direct impact on when I get the funds but only if that gets resolved today.

For the standard ID check, how long does that usually take from sending docs to them unfreezing account?

And just a cash game, got lucky from a $100 deposit, got it up to just over $8,000 from tournaments, sit and goes and high stakes cash games.

Thanks for all your help guys

Could you post all of the emails that you had with Full Tilt as this part seems most relevant.

Have you played on Full Tilt since November when these deposits were made?
Could you provide proof that these deposits on Full Tilt were cleared by your bank as you said you sorted that part out back in November.

Not played on the FullTilt account since November, no - I now know it had been blocked. I took advantage of a sign up offer in January with PokerStars.

That's the last e-mails with them.

The transactions in November went through fine, so no issues on that other than that I'd reported not having authorised them. I've clarified that this was a mistake on my behalf.

Nothing back since my e-mail about 5 hours ago - how long do they usually take to get back to you?

Thanks

Sorry should have mentioned that I attached the following:

- Photo of front and back of card
- Photo of me holding card
- Photo of driving license
- Photo of utility bill (BT) with Name and Address on

Should be resolved without issues.

Prolly take until monday/tuesday to resolve. Consider it a win if sorted by Sunday

I don't think this issue will be resolved favourably for you and with perhaps good reason.

Please post all emails with Full Tilt and I think that will explain why. There's a non-zero chance that you were attempting a freeroll on the sites and after a nice bink on Stars you now want to play things straight.