Hi Guys
My Pokerstars account is frozen since 1 week now. Support isn't replying to my messages I don't understand why.
Any suggestions ? is there a phone number or something?
Can someone help here
my user name is ekuities
Thankx
ND

Without notification of reason is hard to know

unless you cant give more details on when how what? no one will be able to help you. use google translator if you need to to type full sentences.

Yes.

it happened 7 days ago, I was playing a tournament 2 weeks ago, logged off, didn't log in for week. then logged in last Saturday and it says account frozen.
Sent them multiple messages, no reply at all.
this exactly what happened.

you got a number ?

Some general points here:
-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. Make sure that a stranger can understand what you are saying. Imagine that you're writing to someone who is smarter than you, but who knows nothing about the issue at hand.

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

-In the case of many (most?) players, PokerStars is regulated by the incredibly low-end and unreliable Maltese Gaming Authority. The Maltese Gaming Authority have earned a very poor reputation amongst players after they were incredibly ineffective at protecting players from a series of frauds. However, you can contact the Maltese Gaming Authority here, it is probably going to cost you nothing other than time:
https://www.mga.org.mt/support/

I had my account frozen once for having an Australian and Canadian account but they sent me an email and fixed it in about 10 days I think. They sent me 1 email and then didn't contact me again until it was resolved. Have you checked the email attached to the account? They diffidently should have emailed you

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.

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?

Yes.
My only advice is in the post above.
Here:

Malta Gaming Authority

Building SCM 02-03, Level 4,
SmartCity Malta,
Ricasoli SCM1001,
Malta

Tel: +356 2546 9000

Opening Hours:

Mon – Fri: 09.00hrs till 17.00hrs (excluding Public Holidays)

I have a similar experience at the moment. My account has been 'temporarily restricted pending a routine security investigation', following a normal €400 deposit. Also received an email with request to send some ID documents for verification. Send them immediately.

It's been 5 days now and no reaction whatsoever from Stars. No reply to multiple emails.
The only thing I can think off that set an alarmbell is that I was connected to my mobile hotspot instead of wifi during the deposit. Other than that I have no clue..

I have this account for almost 15 years I think, probably paid around 100k in rake and never had any problems.
So sad and frustrating to see how Pokerstars treats their longtime loyal customers nowadays..

Better send more emails I suppose, they might have missed all of them

So sick how this is happening right before SCOOP, 15+ days now for me without communication from their side. There is 100% nothing wrong with my account and they have in fact just confirmed that in the last mail I got from them. It probably takes them 1 minute to enable me to play pokerstars again and I can't even get to them

FYI I just received an email from Stars that they reinstated my account. No explanation on the reason for the restriction. So my account was reinstated after 8 days.

literally going to scream right now, experiencing the same thing that lolchiporn was. about 2 months ago i tried to withdraw all the money in my stars account since i was leaving hungary and wouldn't be able to play. so i send them all the documentation and they reinstate my account but i was not able to play since i had already left and my money was stuck. today i arrived in cyprus to play scoop, and i get the same message. i was only here for around 4 days to play some scoop and get the money off now i'm most likely screwed and just wasted money and time doing all of this with an unresponsive pokerstars support. **** my life honestly this is ridiculous and insanely frustrating.

i have done absolutely nothing wrong, hell even my results on stars are complete dog **** anyways but i guess that doesn't matter. this is just insanity that i cannot even talk to anyone over the phone or even through their chat. guessi'll have to pray that they reinstate it faster this time..

still 0 response from stars 72 hours later, not even a follow up email nothing. i can go into more detail but i've never account shared, botted, anything. to be punished for doing nothing is incredible, to be misinformed also by their incompetent staff team is also even worse considering i TRIPLE checked if i would be able to play scoop while abroad. now i'm leaving tomorrow and wasted time/money. unreal "customer" service

I am also locked out after not playing here for about a year. I come back, try and deposit, and they want documents. I send them immediately and have had zero response. Several followup emails with no reply as well. I don't see how it can take more than a few minutes to look at my phone bill and reinstate my account.

I have been a customer here for around 12 years without any issues. I remember back in the day (when there was much much more volume than there is now) I could email about anything at all and receive a response within minutes. It was literally world class support. Now they don't even bother to respond to let you know they received your email.

I heard they make millions a day now so they don’t care about a few players not being able to play .. it’s pretty sad .. IMO they should have enough staff to atleast respond for urgent matters.

a ****inng year? lmfaoooo

update: still 0 response 4 days later, unacceptable. never playing on stars again after this.

almost 10 days later, not a peep from stars. calling malta today to file a complaint. literally no other choice at this point.

I just don't get why people even bother playing on stars, ok big tournaments are nice but cash games? lol

ironically it was OK for me to play until i wanted to cash out, and then this mess.

anyway, i called the MGA and they told me to file a complaint here - https://www.mga.org.mt/support/online-gaming-support/

so anyone else with an issue you're not gonna get any help via their phone service

You will once this is resolved.

No, f*** pokerstars.

so MGA emailed me back

"
Thank you for contacting the Malta Gaming Authority.



Please be informed that all B2C licensees are now required to make readily available to players the applicable procedures for referring a dispute to the operator’s appointed Alternative Dispute Resolution provider (ADR).



The approved ADR provider for TSG Interactive Gaming Europe Limited (pokerstars.com) is IBAS.

Kindly direct your dispute to the appointed entity accordingly.

"

and if you go to IBAS site it says dont even bother filing a dispute unless it's your legit last chance at dealing with the networks.

"We have arrangements with several gambling operators that we will not look at a dispute until you, as the customer, have been advised in writing that you should contact us or have been issued with a reference code or number to indicate that the company agrees it can do no more to resolve the dispute. Some operators will refuse to deal with IBAS on a dispute until they consider that their efforts to resolve the dispute have been exhausted."

so i suppose it's ok if pokerstars never emails me back, this is a ****show.

i've heard pokerstars closed their support center in costa rica,but still, absolutely 0 ****ing excuse. still nothing today. i want my ****ing money!

Wow, I saw that there was a remake of Catch-22, I didn't expect it to be so realistic though.