Hello,

I am a long time player in pokerstars and usually when I want to take a break from poker I self exclude myself for one week. Since one year ago everytime I selfexcluded myself, my account was totally frozen (couldnt log in even after the self exclusion period finished) and sometimes they accused me of cheating. This issues always took around 7 days after my self exclusion finished to be solved (and upto 20 days). I talked to support everytime pointing out that it was obviously due to a bug or error in there software. Its been a year already and the bug isnt solved. This facts really disincentive the self exclusion of every player which imo is unethicall. If this only happens to me is not worrying, but if this is something common to all players it should be changed as soon as possible. Pokerstars knows that there is a bug in there software that in practice makes players not self excluded themselves. I already talked to support and nothing happened.

I'm going to assume it's not a bug. I expect most people who self exclude do so because of financial reasons. PS are probably paranoid about allowing players to un-self exclude if they have any reason to suspect they are in financial difficulty, due to gaming regulations, and have made it a policy not to allow people to return from self exclusion.

The self exclusion is for a pre established period of time, like 1 week for example. On another hand, your point does not explain why my account was under review of cheating almost everytime I self excluded myslef. This happened only when i self excluded myself and everytime I was clear the day they read my email.

Days under review without self exclusion: 0 of 3000

Days under review when self excluded = 60% (3 of 5 times)

There is something wrong going on here or im being desilusional?

And you have to add the fact that my account was still frozen several days after my pre establish self exclusion was finished.

To me, the software has some kind of bug for sure. And if that is the case, pokerstars already knows. To me its completely unethicall and boderline illegal, especially if this is something common.

Please quote the full email where they accuse you of cheating.

Your account is under review.

As part of our mission to provide the best experience for our players, we carry out routine reviews of account activity. It's come to our attention that you are closely associated with another account. In keeping with our Terms of Service, only one account is allowed per player.

We take the integrity of our games seriously and so all accounts under review are frozen to ensure that any investigations are fair and thorough.

You can see the full details of our Terms of Service here. here.

What happens next?

To resolve the issue as quickly as possible, send us the following info:

- Do you have more than one account? If so, provide details.
- Have you ever accessed or played on an account other than your own? If so, provide details.

- Have you allowed someone else to use your account? If so, provide details.


Once that’s done we’ll get back to you as soon as we can.

Regards,

Stars Support


This is the last one. They review my account again and now Im able to play again. The review was triggered the first day of my self exclusion.


And this was the answer (while I was being under review in .COM I still could play in .ES lol):

Thank you for writing to us. We at Stars Support certainly wish that you and your family are in the best of health ! My name is and I'm glad to assist you.

Firstly, I would like to apologize for the delay in writing back to you and can assure you this is none of our usual standards. This is due to the high volume of emails we are currently dealing with, which has affected our response time.

The account "" is on our .ES platform which can be only used on .ES and the account "" which can be only used on .EU platform, since your recent IP location is not from Spain, your main account will be "".

To reinstate your main account, I would require your ID and a utility bill. Once the documents are received I will verify your account and reinstate it.


Should you need any further assistance, please do not hesitate to contact us again, as we are always here to help you.

Thank you and stay safe



Regards,


Stars Support

You are receiving this email as a customer of The Stars Group (TSG), who operate brands that are accessed using a Stars Account.

Same thing happend to me at the end of August. I self excluded for one week to study for uni exams. My account got frozen and they asked for me to explain my relationship with another player. Took almost 2 weeks to resolve because they reply to emails very slowly.

My account got frozen in the middle of my self exclusion so I was not even able to withdraw money which you should be able to do even when self excluded.

How often are you self excluding yourself?

Perhaps they noticed an unintended pattern and have been monitoring your habits.

Is there a reason you can't just not log in for a week?