Hi,

2 days ago i registered a new Account with pokerstars.eu and when i was trying to deposit - Account locked.
Contacted support, which ensured me that no other Account is registered to me and suggested to try again - which i did, - Account Locked.

Security then requested ident document, i guess because of IP or whatever, dont care since i am legit.

I send them everything this afternoon, even attached the chat with Pokerstars support, where they suggested i "just try again ".
since then i did not get any lifesign, neither from support nor security...
I at least expected some sort of " we received.... pls wait until we check " ...

Does anyone know how else i could try to get in contact or is there any PS rep here?

As an American, I don't have access to PS, but I would probably give them a couple more days before you start getting any more worried.

Ok what happened.

Stars wanted to verify my identity - i send them everything and they told me they accepted it and verified my account.
BUT
they told me my account will still be locked until 31.3 since their seemed to be some issue with Another Account, not mine but they could not specify the issue.

Since i am living in a shared flat with 5 other ppl i asked around and the account in question is played by one, fully verified to him multiple times, and he is on voluntary self-expulsion until 31.3 as it seems.

I read all Rules and TOS of Stars and i understand that it is absolutely aloud for multiple Accounts to be played from the same IP if all are verified beyond a doubt ( which is the case)
So given all the facts, i absolutely don`t understand how any issue/self enforced expulsion or else of ANOTHER Account of another person can have any influence on my Account.

I obviously stated to security that my new/just registered Account will solely be played by me, as TOS state - and i gladly sign any form or hand in more evidence of my Identity so that my Account will be unlocked....

Are there any Stars-Reps here or was anyone ever in a similar situation and can give me a tip as how to settle this issue with support ? Or maybe i am completley missing a fact here and someone can enlighten me

The only scenario in which this "Ruling" makes sense is, that stars suspects that i somehow managed to get in possesion of a new identity to open a new account but also control the other (locked) account and try to circumvent the self-expulsion....
But if that would be the case ( which it obviously is not ) then i broke multiple TOS anyway ( and State Law ) and would deserve a lifelong-ban on both accounts instead of waiting for the self expulsion to run out....

This is what Starsecurity answered me after i provided all Documentation (German & translated)):

.

Stars is one of the few sites that take self-exclusion seriously

You will have to wait for the ~4 more days until your roommates account is reopened

If your roommate decides to SE in the future, while you are still living there, you might be affected again. You are entitled to your balance at any time if this occurs

wow.... just wow

so if this is correct then it seems to be a very bad idea to have someone living in the same flat with another Account ?!

And if i would wait until Stars unblocks my Account and i would play, i would always play with the INCREDIBLE risk, that my Account gets blocked/restricted/whatever due to someones else actions.

Even if Stars has absolut documented proof that both Accounts belong to 2 different Persons and the only common thing is that from time to time these accounts would be accessed from the sam IP ?
Sry, but.... that sounds... more than completely ******ed and what is the whole point of me verifying my identity then at all, if Stars obviously ( at least thats what i read between the lines ) suspects that we would/could share accounts ??

then don't play there

plenty of other sites out there

You're not being allowed to play because as far as Stars knows, since you do live with someone else with an account, they may have stolen your identity in order to regain access.

The fact that you provided independent documents is not proof that you aren't your roommate, nor is it proof that your roommate won't be able to access your computer and your stars account.

SkyBet was just fined £1m for not being good enough about self-excluded players creating duplicate accounts.

-BD

This seems like eminently reasonable and responsible behaviour by PokerStars - they're not forced to accept you as a customer (just as you're not forced to play there).

Of course they should allow you to withdraw your funds during this period if you wanted to.

Yeah lets say - that it was ok to lock me for sth someone else did - now the fun begins

• My account was locked until today 31.3.2018
  
• I requested to open -> support verified me that everything is
  perfect and i am free to access and deposit
  
• I organized everything/looked forward the whole day - tried to deposit
  
• BOOM - Account locked again

I am furious by now - wrote support + security - noone cares, emails are not even opened yet - after 2 hours

What the hell happened to Stars Support ?? I mean i get it, Saturday, many mails, but 2 hours without anything ?
Multibillion $ Company and a simple issue since everything was given the Green Light by Security weeks ago - multiple times

... im speechless

This is such a joke i wrote multiple mails and i am waiting 5 hours
and still absolutly Nothing .... no reply, no request, just silence......

Come on dude. It takes min 48hrs for them to reply these days. And multiple emails ain't helping you.

@ Kossu - are you srsly trying to tell me, that when i write a message to support from my ingame messaging option - that i should expect a 48h reply time ?

Whatever, i just came here to steam, and my expectation of a 24hour support of a gambling/poker plattform is that if i send an email to Security , that this email will AT LEAST be opened after 5 hours - which it isnt. - Tracker shows 0 -

lool
i would be happy if i would get a reply in 2 days

So, what happened in the end?

It took ages to verfiy everything. Account was locked again 3 times in the next few weeks since their system just did not seem to like me ^^

Stars Support took ages everytime to reply ... thank god this just happened 3-4 times in the beginning and not anymore .