Stars communication is absolutely terrible nowadays. I have the exact same issue and have been waiting over 10 days for it to be resolved now. Here's a timeline of my experience (if anyone wants or if it would be helpful in getting someone from stars involved, I can provide screenshots):
1. I try to transfer 1500$ to another player (no issues with his account) mid Sunday session, am not able to register tournaments anymore because of a 'pending routine security investigation that usually takes a few minutes'. Ok, fine, I'll reg the big 55 in 5 minutes, no big deal.
2. I receive an email that I will get a response within 24 hours. Ok, this sucks, I'm done playing stars tourneys now for the Sunday.
3. After 3 days, they ask me to verify ID/documents. I provide them immediately. I'm still not able to play anything or cash out/transfer money.
4. A few days later, they mail me that my account has been fully reinstated. However, since I am a Belgian living in Austria, they ask me to move from .be software to .eu software. Okay, no big deal.
5. I move to .eu software and get an automated email telling me that my starscoins have been converted to cash and that all I have to do to start playing is log in under my old credentials. I do just that and get the same 'pending routine security investigation that only takes a few minutes usually' message when I try to register a tournament. Pissed off at this point.
6. I mail them about this issue 6-7 times over the last 5 days and get zero response. In the meantime I am still getting promotional emails for pokerstars.eu. I have sent my daily mail today and still am stuck not being able to play.
So yeah, I imagine OP is going through something similar. Is there anyone affiliated with pokerstars that can help here? Support is being beyond unreasonable with response times for important issues like this. Again, I can provide screenshots of everything if necessary.
Quote:
Originally Posted by Josem
Some general points here:
-You should keep records of all your communication with the operator.
Quoting you Josem because I think you used to be affiliated with stars? Any way you can help? What's a telephone number that can be called for these type of issues?
Last edited by Mike Haven; 05-04-2019 at 09:31 AM.
Reason: 2 posts merged