Hi, this is my first post here, since im mainly a betting-man and only occasionaly search here for tips to hone my nooblike Poker skills.

So reading to the TOS of Pokerstars, you are not allowed to have double account, so Ill assume im rekt here, since im a dumb f*.

Context:

Made a account in Stars at 2009, played till around 2011. I got hacked everywhere allso on Stars where I luckily had no money. Since I didnt play at the time I got hacked (2013) I didnt care.

Got back to Poker at start of this year, made a new account since I assumed my last account was RIP, didnt really remember the info of it, neither had email avaible on that account. played like 2k on Stars. Made some withdrawals mostly lost.

So after a small break I made a new deposit to the new account today for 910e, and it got locked the moment I made the deposit. I assume they were just waiting me to deposit to lock the account or what? Got this Email:

https://gyazo.com/c6233562e3ef00d69af7f988430beb7c





I didnt whore anybonuses or whatever.

Since I violated the TOS however I assume my money is R.I.P here?

Explain everything to them, and hope for the best. If there was no malicious intent on your part, there's a decent chance they'll close the new account and refund/transfer the money.

I'm assuming the screen name they've included in that email is the one you used to use.

While it's against the rules to make multiple accounts, you're unlikely to lose your money if you didn't abuse bonus offers or cheat or defraud Stars in some other way. In cases where no overt cheating/fraud has occurred (and the new account was made out of "ignorance") what usually happens is one of the accounts gets locked and the other is allowed to continue. If the security team find your story is suspicious, however, they would often close both accounts, ban you for life, but return your deposit.

What's special about this case is that Stars have an "outstanding matter" with the previous account. That's generally code for "You've been banned before" or "You ripped us off" (by doing credit card charge-backs, or abusing bonus offers).

If you want to have a chance of getting your latest deposit back, you'll have to do as requested in the email. If the old account "owed" Stars some money, I think they are entitled to reclaim it from your latest deposit.
If you believe you're completely innocent, then it shouldn't be difficult for you to explain yourself and send your ID etc.

Thank you guys for answers.

I shouldnt have any suspicious action on my account. I think I have received one bonus on the first account. Maybe some freeroll tickets thought? Probably didnt use them. Im pretty much losing occasional player that spends like 1000e year for tournaments.

Received this email today, so I should be fine? Obv. Sent them Photo of ID etc, but they asked specially utility bill in English, which is kinda weird since I live in Finland and its kinda hard to get.
But in grandscheme of things, its kinda small problem!

https://gyazo.com/bf417bb31bbb7f1caf1646b29911186b

Yes, you should be.

That's super weird - there have been literally thousands of posts on this forum with people sharing ID + Utility Bill requests from Stars and other operators, and I don't recall them ever asking for such documentation in English.

I suspect it might be some kind of error on the end of the staff member - I suggest asking that the issue be escalated to a manager for re-review.

I'm not familiar with Finnish utility bills or address verification specifically, but it seems like a nonsense request to me.

I had a similar issue with regards to the language of the document. Getting a notarised translation is pretty easy, fast and cheap (at least in my country) and would solve any issue.

I got similar situation in different room.
I got paid statement from bank with my address in English, pretty sure you can get one in almost any local bank.

Yeah, they didnt answer me yet, asking this. I probably will do the same then. Did you use your Local bank, just wondering if a place like Skrill or maybe https://n26.com/en-eu , bank could do the job?