Like everyone else, I had my 12/17 echeck reversed back into my account. I email support and tell them I am frustrated by the whole issue but I wanted to know if my 12/31 echeck withdrawal request was going to go through okay or if there were going to be further delays. In typical Stars fashion, they send me an answer totally unrelated to my question, as seen below. So I email them back and reiterate my first question and add that I would like to cashout again tomorrow and I was wondering if they recommend paper check or if echecks are currently processing okay, because I noticed they were still showing as available. I GET THE EXACT SAME RESPONSE, WORD FOR WORD, this time signed by Manfred.

My God, what a ****ing joke their support can be at times. It's no wonder they have never offered a phone number to call support, as they apparently have a difficult enough time actually READING and COMPREHENDING customer concerns/questions, much less solving them......Good Lord, what an abortion their support 'specialists' have become.








Hello Thomas,

Thank you for allowing us the opportunity to address your concerns.

Let us start by saying - you are absolutely right. Problems of this
nature should never occur, and the safety and reliability for players
to be able to get their money when they want is our primary concern.
You have every right to feel angry, upset, disappointed, or let down.
In this instance, circumstances made it impossible for us to uphold our
usual high standards in this area, and for this, I sincerely apologize.

When it was clear that there was going to be a delay, we elected to
compensate all affected players with a bonus of 10% of the amount of
their cashout, credited directly to their PokerStars account. During
that subsequent delay, we have been working tirelessly to achieve what
we expected to be a normal resolution and to process the cashouts via
eCheck in the most expeditious manner. That eventually proved to be
untenable, and we were forced to cancel the eCheck cashouts that were
from December 14 and later.

I understand that this answer hardly mollifies you; you are a player,
you expect to get your money when you want it, and that is a basic and
reasonable expectation. Our goal is always to resolve issues in the
best way possible for our players; previously, we felt that the best
way was to wait and process the cashouts via eCheck. After further
review, we no longer feel that is likely to resolve in a sufficiently
short time frame, and are taking a new course of action. Please,
however, rest assured that during this entire situation, our goal has
been to get our players their requested funds, in the fastest manner
possible.

Once again, please let me offer our most sincere apologies; every one
of our players is valuable and important to us, and we share your
disappointment and frustration with what occurred. We will continue to
make every effort to ensure that nothing of this nature occurs again.

If you have any further questions, please let me know.

Regards,

Emely
PokerStars Cashier Specialist

go to ftp,they are very comprehensive and caring

go to titan,no more worries about cashouts because your acc gets hijacked and money blown in the casino

you are a moron,stars has the only ***** good support in the fcked up onlineworld

quit posting at 3,no one needs you here,

Avatar

Sentence structure and punctuation FTW

FWIW, the ineptitude of OTHER sites had exactly zero point zero to do with my OP.

In fact, your response was so irrelevant and childish, I would lay 60/40 that you work for Stars. But thanks for the flame and disrespect, much appreciated YO

IDK, but if it were me and my request was cancelled and placed back into my account, I wouldn't request another echeck two weeks later. I would just request a check and get it in 3 days.

Lol@laying 60/40.

Yea, the guy with under 400 posts and the clown avatar that as you point out isn't using perfect English is clearly a shill. The fact you don't know how support for every site and company in the world, with pre-made reponses if you do not forward an e-mail is laughable. This is a big issue, they've gotten thousands of e-mails on this subject, thus they do not have individual responses for everyone. If you would have forwarded back after their response, you would have gotten such, instead of just looping around back to the start.

what a clown

OP, you couldnt be further away from the truth. Pokerstars support is the best in the buisness like everyone else has stated, try e-mailing other sites and see how long it takes them to respond and what kinda of response you get.

Can we see the emails you sent? Don't doctor them now...

Also, who says 60/40 when offering a prop bet? I'll take any action from a guy that says 60/40.

The point of my OP was not the fact that Stars used a pretyped response, obv

It was the fact that they responded 2 seperate times to my questions with answers that were not even in the same zip code.

I understand that they do not have time to personalize every reply. However, when you ask about previous apples and the current state of apples, I wouldn't anticipate most companies replying with the exact same email regarding the price of tea in China. Just my 2 cents. Flame on you condescending and arrogant trolls.........

Bud, when someone critisizes your post and you suggest they must work for Stars, you are automatically binned as a douche by anyone who didn't have you there already.
Thems the breaks kid.

Didn't they say that all echeck withdraws after 12/15 were being reversed? I think they also said that if you want to request another cashout you can use paper check or echeck.

Price of tea in China...? I'm middle-aged and even that sounds ancient to me.

The good news is that your grammar and punctuation is sufficient to work at Stars. How fast do you type?

Meh, the prop bet was a little false bravado on my part.....Obv a bet wasn't gonna go down anyway....Sorry for being a bit over the top there. Anyways, here are the emails in all of their glory (reverse order, obv)






Re: PokerStars Cashier Team - Cashout Unsuccessful
Tuesday, January 6, 2009
From:
"PokerStarsSupport" <support@pokerstars.com>
Add sender to Contacts
To:
xxxxxxxxxx
Hello xxxx,

Thank you for allowing us the opportunity to address your concerns.

Let us start by saying - you are absolutely right in regards to the delay
of your withdrawal.

Problems of this
nature should never occur, and the safety and reliability for players
to be able to get their money when they want is our primary concern.
You have every right to feel angry, upset, disappointed, or let down.
In this instance, circumstances made it impossible for us to uphold our
usual high standards in this area, and for this, I sincerely apologize.

When it was clear that there was going to be a delay, we elected to
compensate all affected players with a bonus of 10% of the amount of
their cashout, credited directly to their PokerStars account. During
that subsequent delay, we have been working tirelessly to achieve what
we expected to be a normal resolution and to process the cashouts via
eCheck in the most expeditious manner. That eventually proved to be
untenable, and we were forced to cancel the eCheck cashouts that were
from December 14 and later.

I understand that this answer hardly mollifies you; you are a player,
you expect to get your money when you want it, and that is a basic and
reasonable expectation. Our goal is always to resolve issues in the
best way possible for our players; previously, we felt that the best
way was to wait and process the cashouts via eCheck. After further
review, we no longer feel that is likely to resolve in a sufficiently
short time frame, and are taking a new course of action. Please,
however, rest assured that during this entire situation, our goal has
been to get our players their requested funds, in the fastest manner
possible.

Once again, please let me offer our most sincere apologies; every one
of our players is valuable and important to us, and we share your
disappointment and frustration with what occurred. We will continue to
make every effort to ensure that nothing of this nature occurs again.

If you have any further questions, please let me know.



Regards,

Manfred
PokerStars Cashier Specialist





----- Original Message -----
From: xxxxxx
Sent: 2009/01/06
To: cashier1@pokerstars.com
>
>Subject: Re: Cashout Unsuccessful
>
>Um, ok....I guess that doesn't really answer my question about my 12/31 >echeck being delayed or not, but I guess I will find out soon enough >whether or not it will hit my account within the 10 business days. On >another note, I obviously need to cashout ASAP. Would you recommend a >paper check request at this time, or are all current echecks being >processed within your usual timeframes ? Appreciate your reply......... >Thx,
>
xxxxxxxx

Re: PokerStars Cashier Team - Cashout Unsuccessful
Tuesday, January 6, 2009
From:
"PokerStarsSupport" <support@pokerstars.com>
Add sender to Contacts
To:
xxxxxxxxxxxx
Hello xxxxxx,

Thank you for allowing us the opportunity to address your concerns.

Let us start by saying - you are absolutely right. Problems of this
nature should never occur, and the safety and reliability for players
to be able to get their money when they want is our primary concern.
You have every right to feel angry, upset, disappointed, or let down.
In this instance, circumstances made it impossible for us to uphold our
usual high standards in this area, and for this, I sincerely apologize.

When it was clear that there was going to be a delay, we elected to
compensate all affected players with a bonus of 10% of the amount of
their cashout, credited directly to their PokerStars account. During
that subsequent delay, we have been working tirelessly to achieve what
we expected to be a normal resolution and to process the cashouts via
eCheck in the most expeditious manner. That eventually proved to be
untenable, and we were forced to cancel the eCheck cashouts that were
from December 14 and later.

I understand that this answer hardly mollifies you; you are a player,
you expect to get your money when you want it, and that is a basic and
reasonable expectation. Our goal is always to resolve issues in the
best way possible for our players; previously, we felt that the best
way was to wait and process the cashouts via eCheck. After further
review, we no longer feel that is likely to resolve in a sufficiently
short time frame, and are taking a new course of action. Please,
however, rest assured that during this entire situation, our goal has
been to get our players their requested funds, in the fastest manner
possible.

Once again, please let me offer our most sincere apologies; every one
of our players is valuable and important to us, and we share your
disappointment and frustration with what occurred. We will continue to
make every effort to ensure that nothing of this nature occurs again.

If you have any further questions, please let me know.

Regards,

Emely
PokerStars Cashier Specialist



----- Original Message -----
From:xxxxxxxxxxx
Sent: 2009/01/06
To: cashier1@pokerstars.com

>Hmmm, I am a bit disappointed that you have chosen to go this route, as it >was clearly stated to me a few weeks ago that the option to have the >funds put back into my account was not feasible and that it would be >"much quicker" to wait for the echeck backlog to clear. However, I >appreciate the notification that you have placed the funds back into my >account.
>
>The only question I still have is the regarding the status of the 12/31 >echeck that I requested for $900. I still have not received this obviously. >Is there going to be a delay on this one as well ? Please advise.
>
>Thx,
>
xxxxxxxxxxx
>--- On Tue, 1/6/09, PokerStars Cashier <cashier1@pokerstars.com> wrote:
>
>From: PokerStars Cashier <cashier1@pokerstars.com>
>Subject: Cashout Unsuccessful
>To: xxxxxxxxx
>Date: Tuesday, January 6, 2009,
>
>
>Hello xxxxxx,
>
>This email is to notify you that the following cashout via eCheck was
returned.
>
>Cashout request time: 2008/12/17
>Cashout amount: $500.00
>eCheck cashout transaction ID: xxxxxxxxx
>
>The amount of $500.00 has been credited back to your PokerStars account
balance. If you have any further questions regarding this transaction,
please contact "PokerStars Cashier" <cashier1@pokerstars.com>.
>
>Best regards,
>
>PokerStars Payments Team

Tom,

We all kinda agree this process blows but it's the price we pay given the current political climate we live in. It's not right, but in general, Stars support is beyond great & they often respond to such mundane inquires as ideas for Christmas gifts & sporting events to attend. There are many threads on here similar to your experiences with e-checks & once figured out it will work for another 6 months until the next snafu hits. On the personal attacks, chalk them up to a low post count & a little initiation to the site. Most of the people, though skeptical at first, generally want to help the newbs. If it makes you feel any better, I finally signed up to 2+2 for the sole purpose of warning some poor newb that a user was indeed a scammer & not to carry out the transaction (Mike Haven was away on holiday). When Mike came back he subsequently put me on the suspected scammer list due to IP similarities with a jackazz....How ironic is that? I simply signed every future post that I was on the list & a few months later he removed my name.

What can you do but laugh at some of these things.
Enjoy the site, it's one of the good ones.

i think your whole situation would be NO PROBLEM if you followed this advice:

"You should never gamble with money you can't AFFORD to lose."

obviously you really need the money you're trying to cash out... otherwise i don't see why you'd make a big deal out of it.

Pappy,

When you are right, you're right............ I really appreciate your post and it puts things in perspective. I guess I felt the need to post because of how far off the replies from Support were in relation to my questions. I've never seen answers that are in a different zip code than their questions. However, after reading your post and realizing that Stars is probably getting BOMBARDED with emails similar to mine, I can see your point and appreciate the perspective. I guess in the online poker world, beggars really cannot be choosers, as we are all at the mercy of Stars in regards to if and when we receive our cashouts. Take care bro, and thanks again for the post.

Peace

^^^^^^^
wow. classy. good rebound, sir.

I don't know. I've heard this from other people too, but I'm going through the same problem and find Stars' customer to be nothing but excellent. I don't get 'canned' replies from them. I ask them specific questions and they respond to exactly what I asked. I'm a supernova, but doubt that has anything to do with it.

FYP

Just to pile on a little bit: It helps if you understand how call centers work. Agents are usually rated and/or rewarded based on how many cases they can handle per hour.

Therefore, they're very quick to pull the trigger, particularly in a case like this where they obviously had a large number very similar cases and had a prepared "insta-response" for it.

The mistake that you made is to address support like you would a thinking person, rather than a pattern-matching automaton.

The agent probably never got past your first sentence: "Um, ok....I guess that doesn't really answer my question about my 12/31 echeck being delayed or not, but I guess I will find out soon enough whether or not it will hit my account within the 10 business days."

At that point, I'm sure the agent said "oooh - I know how to address this" - pulled the trigger on the form letter, and was proud for handling the case in 15 seconds.

Next time you send an email to any support group, try leading with the question that you want answered. Also, ask one question per email if possible - if you have multiple questions, send multiple emails; generally the tracking systems that support organizations use will create one ticket per email. Tickets are tracked, so this will create an incentive for them to answer your question.

OP's mom should have had an abomination.