I need help ASAP because stars sent my money to an account thats not mine!!

I havent emailed back yet as I just found out figured this would be alot faster to at least make sure the money then sent to other account is safe.

Below are all emails I have with stars starting account bieng temp. locked in Nov. I tried to log on and it says email support account is temporarily locked.

From: xxxx@.com
> Sent: 2009/11/17 00:37:29
> To: support@pokerstars.com
> Subject: Unable to log in
>
> >Hi, I am unable to log into my account. Is there anyway u can assist me
> this. Thank you! My user name is xxx.


Date: Tue, 17 Nov 2009 12:34:08 -0500
> From: support@pokerstars.com
> To: xxx.com
> Subject: PokerStars Support - Account Verification required
>
> Hello xxxx,
>
> Thank you for your email.
>
> Due to our obligations as a registered business in the Isle of Man, we are
> required by law to perform certain identity verifications on our customers.
>
> As part of these verification procedures, we ask that you submit the
> following information:
>
> 1. A clear photocopy of your passport, driver’s license, front and back, or
> other government issued picture ID;
> 2. A clear photocopy of your most recent utility bill (phone, Gas, water
> etc.) showing name, address and statement date.
>
> Please scan the requested documentation and send to security@pokerstars.com.
> You can alternatively fax it to:
>
> PokerStars
> Attn: YOUR USER NAME
> Fax: 1-800-631-9050 – Toll free for US & Canada
> 00800 765 37782 - UK
> +44 1624 630899 - All other countries
>
> Thank you for your co-operation and we look forward to your reply.
>
> Regards,
>
> xxxx
> PokerStars Support Team



after faxing in documents i send this

From: xxxx.com
> >> Sent: 2009/11/20 10:35:14
> >> To: security@pokerstars.com
> >> Subject:

Hi,
> >
> >
> >
> >I am checking the status on my information that was submitted. I still havent heard
> anything from pokerstars.


Date: Sun, 22 Nov 2009 05:40:42 -0500
> >> From: security@pokerstars.com
> >> To: xxxx.com
> >> Subject: RE: PokerStars Security
> >>
> >> Hello xxxx,
> >>
> >> Thank you for contacting PokerStars.
> >>
> >> We have received your email and have forwarded it to the agent
> >> responsible for handling this matter. They will get back to
> >> you as soon as possible.
> >>
> >> Your patience is appreciated.
> >>
> >> Kind regards,
> >>
> >> xxx
> >> PokerStars Security
> >>
> >> More information about Security is available online at:
> >> http://www.pokerstars.com/poker/room.../security-faq/



Date: Mon, 30 Nov 2009 17:19:19 -0500
> From: security@pokerstars.com
> To: xxx.com
> Subject: PokerStars Account Reopened
>
> Hello xxx,
>
> Your account has been reopened and is in good standing again as
> far as we are concerned. I apologise for the delay.
>
> Please let us know if there is anything else that we can do to
> assist you.
>
> Regards,
>
> xxx
> PokerStars Game Security Team


so all is fine until couple days ago when i go to cash out. see emails below. Will put in 2nd post this one is getting to long.

so i request cash out (small one) everything seems fine then i notice in cashier that it says to contact security department.


From: "PokerStars Cashier" <cashier1@pokerstars.com>
> >> Date: December 26, 2009 6:45:42 PM EST
> >> To: xxxx.com
> >> Subject: PokerStars Cashout Request
> >>
> >
> >>
> >> Cashout request time: 2009/12/26 18:45 ET
> >>
> >> Cashout amount: USD xx> >>
> >>
> >> A check for USD xx will be issued.
> >> Credit transaction #xxx > >>
> >> Please allow up to 72 hours for cashout processing.
> >>
> >> Note: USD Checks will be delivered by regular mail and are
> expected
> >> to arrive within 15 business days.
> >>
> >> We strongly recommend that you deposit your check at your bank
> and
> >> avoid using check cashing stores.
> >>
> >> Your PokerStars Account Information:
> >> Name: xxx
> >> Email: xxx.com
> >> User ID: xxx
> >> xxx
> >> xxx
> >> xxx
> >>
> >>
> >> If you have any further questions regarding this transaction,
> please
> >> contact "PokerStars Cashier" <cashier1@pokerstars.com>
> >>
> >>
> >> IMPORTANT: Due to bank holidays please allow an additional 3-5
> >> business days for funds to arrive.
> >>
> >>
> >>



after noticing in cashier that it says contact security i send this

From: xxx.com
> Sent: 2009/12/28 22:57:34
> To: security@pokerstars.com
> Subject: Fwd: PokerStars Cashout Request
>
> >My cashout says to conact regarding $xx cashout. Is there a problem?


I get this

Date: Tue, 29 Dec 2009 17:57:08 -0500
> From: verification@pokerstars.com
> To: xxx.com
> Subject: PokerStars Verifications - Attention Required
>
> Hello xxx,
>
> Thank you for your email.
>
> After an extensive review of your account 'xxx', we noticed that you
> had originally created account xxx, therefor, your account
> 'xxx' has been closed as duplicate of xxx since it is the
> account with more history on PokerStars.
>
> Also, it came to our attention that you are related to account
> 'xxxx, who has pending issues with PokerStars.
>
> Can you please explain your relation to this player.
>
> Another issue that I would like to discuss is that we noticed that the
> address on the utility bill that you sent us, does not match with the
> address on your account. Can you please explain why the address mismatch?
>
> Finally, the cash out that you requested on account 'xxxx' has been
> canceled and the funds credited back to your account. The available balance
> on account 'xxx' has been transferred to xxxx.
>
> Once we receive a clear explanation, we will be able to proceed with your
> account reinstatement.
>
> If you have any questions please do not hesitate in contacting us.
>
> xxx
> PokerStars Security &
> Verifications 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.


Ok fist of all I HAVE NEVER HAD ANOTHER ACCOUNT! If the address from my utility doesnt match it must be because someone else created an account with my name!! Now they have my money!

The other player in question is someone i traded FTP funds for stars funds. I have done several trades in the trade thread and I have good credibility there and have done nothing wrong to anyone! I have almost always played on FTP and was coming to stars to chase supernova now my roll is gone!

help please!

If you've told the whole story, I expect appropriate action will be taken in your favor. Its your best bet right now to just stay patient, and be COMPLETELY truthful with everything.

But reply to Stars, don't expect a forum post to get to them the fastest.

I am truthfull. It was was my other account I would just say it is and they would open it up for me but its not. They never said they were banning me or taking my money i understand but they sent to an account thats not mine even AFTER i have faxed in documents that MATCH my account.

replying now but they have taken days to reply to the other ones.

email this to stars.

This sucks. hopefully it works out for you. As long as it's all true. I think you should be fine. Stars might make some mistakes sometimes. But they are very quick to figure it out and fix the problem.

Quick question, without divulging your actual name. Do you have a very common name? i.e. John Smith. That maybe they have got mixed up with somebody that has the same name as you?

Lemme get this straight: They think the person you did an FTP for PS transfer to is yourself? That seems like an odd accusation if they didn't have something to back it up. Not saying you're lying, its just an interesting claim on PS behalf

no there are 3 different accounts in last email.

My account that I have sent documents to verify etc. that was closed without question.

An account that they say is my "duplicate" account that they transferred my bankroll to. (apparently with my name but a different address - as why they are asking why the address is different than my documents i sent in)

And an account that has current stuff going with stars i recognize as a name i did a ftp ps trade.

from what i understand this is incorrect. the person he did a transfer with has "pending issues". not associated with his account. and they also sent his money to somebody that either has the same name as him, or opened up an account in his name.