Hello everyone,

I was playing poker on pokerstars for 7-8 years and never really had any issues with them until early June. I play mostly sngs/mtts, I only used PT4, table ninja for hotkeys as tools while playing. I don't have multiple accounts, nor do I have someone else playing poker at my house, or any other issues that might spike suspiscion so I feel like I don't have anything going against me.

Edit: I should mention I'm from Canada and I still live here, never played in another country where it was not legal.

However, on June 8th, I received an email from pokerstarslive stating that my PSLive account has not passed recent screening process which has resulted in the closure of my live account (emails will follow). During this time, I'm at a cottage with friends so I don't really pay attention to the email, also not really giving a f*** since I only made the live account to play in macau on a previous trip.

I get home late on sunday, so I don't connect on Stars. But on monday, I decided to connect to fire up some games. It says that my account has been frozen and I need to contact support. I really feel this part was not well managed by Stars. They should contact by email users that have been flagged for any reason, especially when it might be by mistake (I still think I have done nothing wrong). That's not the way you treat your customers...

So I contact Stars on the 11th of june and their answer was that they carry out business risk assessments on randomly selected accounts and my account has not passed this recent screening process which has resulted in the permanent closure of my account. The reason they use in their ToS is point 3. Authority, which basically states they can close an account if they want to. I'm really skeptical at this point since I don't feel like I've broken any rules and this email kind of confirms that I have not cheated, multi-accounted nor have I broken any other rules.

I decide to write them back to know more about the reason for my ban and if I'll be able to withdraw my funds. Their answer is that my account will remain closed at this time and that they are not in a position to release any of the funds. Should I wish to pursue this issue further, I need to contact the Isle of Man Gambling Supervision Commission (lolwhat). I write them back saying it probably is a misunderstanding and I would like further info on the issue.

On the 13th of June, I receive another email stating that they will be able to withdraw my funds (great news) but not reopen my account. My funds are back in my bank account couple days later.

On June 18th I give another shot at contacting them to at least have more info and see if I might be able to discuss the issue, but I receive the same generic message about 3. Authority, even though I have quoted the exact message in my email on the first hand.

So here I am, trying to find answers to my questions and hopefully be able to play again on the site. Any help would be appreciated, especially if you have influencial contact I can talk to.

Here's the list of email in chronoligical order:

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- June 6th: Pokerstarslive

Hello X,
PSLive system carries out routine and regular risk assessments on players' accounts.

Unfortunately, we regret to inform you that your PSLive account has not passed this recent screening process, which has resulted in the closure of your account. This means you are no longer able to play any of our future sponsored live events, which can be found here: www.pokerstarslive.com.

We apologize for any inconvenience this may cause. However, as per our Rules & Regulations available online: "Management reserves the right to refuse any person entry into any and all Tournaments as well as the Tournament and Event area(s). Individuals who are excluded by the Tournament sponsor, partner or venue are not eligible for entry into any Tournaments or Events area(s)".

We trust you will respect our decision. If you have any further queries about this decision, please contact legal@starsgroup.com.

Should you have any questions, please let us know.


Regards,

Julio
Stars Live Events

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- June 11th: with stars support

Me:
Hi,


When I tried to connect to my Stars account, it says that my account has been frozen. I would like to know why and how I can fix this.


Thank you,
X

--

PS reply:

Hello X,
Thank you for your email.

In line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts.

We regret to inform you that your account has not passed this recent screening process, which has resulted in the permanent closure of your account.

3. AUTHORITY

3.1
Rational Group retains authority over the issuing, maintenance, and closing of Users' accounts on the Sites. The decision of Rational Group's management, as regards any aspect of a User's account, use of the Service, or dispute resolution, is final and shall not be open to review or appeal. The account created by a User shall hereinafter be known as a Stars Account. The User’s Stars Account will provide access to all the Sites, made available to you under the terms of this Agreement, by the Rational Group, as applicable to your geographical location. Any and all references in this Agreement to the term ‘User account’ or ‘account’ means your Stars Account.

We apologize for any inconvenience this may cause.


Regards,

Jose
Stars Security

--

My reply:

Hi,

Can you elaborate on the risk I provide to the business of pokerstars and the Rational Group? Also will I be able to withdraw my funds and how?

Thank you,
X

--

PS reply:

Hello X,

I hope this email finds you well.

Following a review of your account and all relevant information, we have concluded that your account will remain closed at this time. Furthermore, we are not in a position to release any of the funds currently held on the account.

Should you wish to pursue this issue further, we advise that you file a formal complaint with the Isle of Man Gambling Supervision Commission.

Contact details for the Isle of Man Gambling Supervision Commission are available on their website here:

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

Regards,

Rebecca
Stars Security

--

My reply:

Hello,

I have not been informed of the reasons why my account has been closed. On my end, this feels like a misunderstanding at the moment.

Would you please provide me with the relevant information that lead to the decision of closing my account without any notice (referencing here to the comments in the previous email: Following a review of your account and all relevant information, we have concluded that your account will remain closed at this time).

Thank you for your time,
X

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- June 13th: Emails about funds withdrawal, but nothing about the banning issue.

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- June 18th-19th: Writing them back

Me:

Hello,


I am writing you again today so I can understand the reason why my account is closed at the moment. As I said previously, I feel like this is only a misunderstanding. I see a lot of people online complaining about their accounts being closed without any specific reason. I would appreciate further information, other than:

In line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts.
We regret to inform you that your account has not passed this recent screening process, which has resulted in the permanent closure of your account.
3. AUTHORITY
3.1
Rational Group retains authority over the issuing, maintenance, and closing of Users' accounts on the Sites. The decision of Rational Group's management, as regards any aspect of a User's account, use of the Service, or dispute resolution, is final and shall not be open to review or appeal. The account created by a User shall hereinafter be known as a Stars Account. The User’s Stars Account will provide access to all the Sites, made available to you under the terms of this Agreement, by the Rational Group, as applicable to your geographical location. Any and all references in this Agreement to the term ‘User account’ or ‘account’ means your Stars Account.

Thank you for your time,
X

--

PS reply:

Hello Francois,

Thank you for your email.

In line with our internal security processes, we carry out periodic business risk assessments on randomly selected accounts.

We regret to inform you that your account has not passed this recent screening process, which has resulted in the permanent closure of your account.

When you signed in you agreed with our terms of service which state:

3. AUTHORITY

Stars Mobile retains authority over the issuing, maintenance, and closing of Users' accounts on the Sites. The decision of Stars Mobile's management, as regards any aspect of a User's account, use of the Service, or dispute resolution, is final and shall not be open to review or appeal.

You may find the full information here:
https://www.pokerstars.com/poker/room/tos/

We apologize for any inconvenience this may cause.



Regards,

Jose
Stars Security

Pathetic site. I closed my account (well they closed it) after I complained about suspected cheating/collusion from eastern europe, I was told that was impossible and they shut me out. After it came to light that yes there actually had been cheating I asked for a. an apology, b. reopen my account since the closure was unjustified. They didn't apologise, they didn't reopen my account, and they closed my Full Tilt account immediately aswell so I have lost 2 revenue streams and now grind on unbeatable sites. Well I suppose stars isn't really beatable anymore but having the majority of traffic they are denying me that opportunity.

As it seems from your post, you haven't done anything wrong.
BUT at the end of the day,
It's their site, they don't want you playing there. As stated in their TOS, it's their right, and legally you can't do anything about it.
Is it right for them to do this? No
Is it illegal? No.

It's like a store owner not wanting you as a customer...

This seems like a weird one. I sense there is some important information missing.
When was the Macau trip, and did anything untoward happen there?
Are you associated with some other players? Have they also had their accounts frozen?

They probably don't want to be responsible for you playing in live tournies because of your nut (etc) allergies, and because Security won't tell anyone why they ban people, the online guys are taking no chances and banning you, too.

Maybe ask Josem in his Well if there are actually any procedures someone can follow to "force" Security to answer their simple and reasonable questions?

I understand your skepticism, but not sure what you mean by there is some important information missing. I feel like I was straight foward in my post.

Macau trip was last summer, everything went super chill out there. I don't do drugs nor alcohol, i'm not a degen, etc. That's why I don't feel like anything could be related to my trip in Macau.

I'm not associated with risky players that I know of. I have transferred my fair share of money on Stars for swapping tournaments, so yes I might have sent money to someone suspicious unknowingly. Swapping was mostly with friends and friends of friends, so I'm not really worried.

Also, from what I've seen from other players in a similar situation, they mentioned the player they were associated to when asked for further explanations.

How did you know I was allergic to peanuts ^^

Thanks for the input, I will contact him!

Someone received that banning email earlier this year because of swapping tiny amounts of Stars for crypto - it's safer to do no transfers these days. You're relying on their support staff being able to interpret your actions.

Thanks for answering about Macau and other players.
Indeed.
It's weird that Stars apparently hasn't given you any indication (not even a hint) of the reason, so I felt like there must be something else going on, as that's normally the case in threads like this.
e.g. A thread poster would start with "I got banned for no reason", and then by post 26 he'll admit that "Well I punched the floor manager and did 38 chargebacks on my credit card, but I didn't think those were important details". :/

I'm inclined to think that you've done nothing wrong, and that Stars owes you an explanation, as I'm mystified at the moment. It's probably something to do with your association/transfers with other players, and if it is, I think Stars should tell you that.

Update:

I sent another email to Stars in order to get more info on my situation and why I was banned. I did not receive any reply from the support. This was my last attempt at reaching out and I am disappointed by the way they have handled things.

From now on, I will be playing on party poker...

Cheers everyone!

My account got banned aswell August 2017 for being "friends" with people who apparently got caught with a bot. In there emails they state that even though we know you did nothing wrong, and that i was "caught in the crossfire" your a security threat because you know cheaters... LOL i play MTT ffs. I tried emailing back this month to get my account re instated, but they said no. I was a loyal player for 8+ years aswell... seems they will do anything to ban regs now adays.. I wonder how many stories like this are out there.

Piggysnipz