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Account Frozen Pokerstars

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03-14-2019 , 05:19 PM

rattuseau

stranger

Join Date: Aug 2008 Posts: 4

Hello, does anyone know if pokerstars have changed their policies? Asking because after I asked for a 12 hr period they froze my account. I'm a losing player and didn't win any big tourneys or anything. Worst thing is that 36 hours have passed, I already emailed them and nothing. Absolutely nothing.

Thanks for any help

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03-14-2019 , 05:34 PM

PokerPlayingGamble

Dispute Unresolved

Join Date: Mar 2018 Posts: 4,669

yes they did change their policies

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03-14-2019 , 07:12 PM

Vanhaomena

veteran

Join Date: Nov 2008 Posts: 2,048

What did you do?

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03-14-2019 , 10:40 PM

gregorio

Carpal \'Tunnel

Join Date: Jan 2007 Posts: 39,313

Quote:

Originally Posted by Josem

Another poster suggested this might be broadly helpful to first-time posters who have a dispute with a poker advice.

Situation: You have a dispute with a poker site.

Advice:

-You should keep records of all your communication with the operator.

-You should proof read what you write to them and post on this forum before sending/posting it. Before you click 'send' or 'post', read what you have written out loud. Even better, get a friend to read it out loud as well.

-Include paragraphs and punctuation. Imagine that you are explaining this story to someone who is smarter than you, but who knows nothing about the issue (for example, a trusted parent, aunt or uncle).

-Write in your native language, let the operator worry about translating it.

-In the first instance, if you are unhappy with their initial decision, contact the site directly, and let them know why.

-If, after directly explaining your point of view, you continue to have a dispute, ask for the issue to be escalated for re-review.

-Many legitimate gaming operators have licenses from Governments where they "operate". In the case of many online operators, the jurisdiction that they "operate" in are where their servers are located. If you continue to be unhappy, you can approach the regulator with your concerns. You can obtain the contact details either by searching on the internet, or by asking the gaming site to give them to you.

-If the regulator is not an option, or does not satisfactorily resolve your concern, you may be able to consider taking legal action. Please consult a professional legal adviser for further assistance with this.

-You'll get more sympathy from the forum if you post - clearly - a copy of all correspondence with the site.

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03-15-2019 , 05:11 AM

rattuseau

stranger

Join Date: Aug 2008 Posts: 4

Thanks for replying. I've been playing for 5 years with the same and only user I've created. To be honest a losing player with a couple of relative good scores. The last time I played was mostly $30 Hyper HU before asking for a 12hr cooling period. Nothing out of the ordinary considering my playing habits. Worst thing is that I've already emailed them asking why my account is frozen. I have like $250 on it so I just want to keep playing. Or maybe just let it be and try to get better before. IDK

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03-15-2019 , 05:28 PM

xLAGERTHAx

grinder

Join Date: Nov 2017 Posts: 497

At a guess, your account being frozen probably comes down to your self-exclusion automatically raising a red flag with the responsible gaming team.

They will no doubt be concerned with the reasons behind why you felt the need to exclude yourself for a 12hr period and it wouldn't surprise me if you eventually receive an email asking you to explain those reasons.

Whenever someone self excludes for whatever reason or time period, it raise questions around problem gambling and i'm guessing Pokerstars are taking action accordingly.

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03-16-2019 , 05:05 AM

HurricaneNick

journeyman

Join Date: Dec 2007 Posts: 365

Hey man, the exact same thing basically is happening to me and they are keeping it frozen for over a week now and ignore most of my e-mails. I don't know what the f is going on...

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03-16-2019 , 05:28 PM

BigWhale

adept

Join Date: Jun 2008 Posts: 767

Quote:

Originally Posted by HurricaneNick

Hey man, the exact same thing basically is happening to me and they are keeping it frozen for over a week now and ignore most of my e-mails. I don't know what the f is going on...

If they are ignoring emails it's probably because you are asking for updates, while there are none to give. If there is an ongoing investigation you should just be patient, although I understand that radio silence makes it seem like you are forgotten.

I am sure one of the initial emails explained why account is currently closed?

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03-18-2019 , 04:46 AM

HurricaneNick

journeyman

Join Date: Dec 2007 Posts: 365

Quote:

Originally Posted by BigWhale

Nope, they never explained anything. When they did answer I was told the case is still under investigation and I should not hesitate with any questions but they never went into detail. It's just a joke at this point. This is going on since Friday a week ago.

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03-26-2019 , 11:28 AM

#10

HurricaneNick

journeyman

Join Date: Dec 2007 Posts: 365

Any updates OP? None for me, most of my mails got ignored and my account is frozen for over 2 weeks now...

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03-26-2019 , 12:09 PM

#11

Josem

human chemical weapon

Join Date: Jan 2007 Posts: 18,189

Quote:

Originally Posted by HurricaneNick

Any updates OP? None for me, most of my mails got ignored and my account is frozen for over 2 weeks now...

Isle of Man Gambling Supervision Commission

Ground Floor
St George's Court
Myrtle Street
Douglas
Isle of Man
IM1 1ED

Telephone:+44 1624 694331

Website:http://www.gov.im/gambling

Email: gaming@gov.im

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03-28-2019 , 10:41 AM

#12

pokerlvl9000

stranger

Join Date: Jun 2017 Posts: 8

Same

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