Hi guys
I come here with a problem i have with pokerstars.They frozen my account 50 days ago and still ignoring all my emails.My screen name is maryjho
Right after i won my biggest cash in on 25.03.2018. due to sharing ip adress.
I've been participating in coaching for couple of days.Is that ilegal??I know lots of players doing that.
I told them and apologized multiple time but they still ignoring me.
The last mail was on 25.04.2018 and they said they will find a resolution for my problem in a couple of days.Now is 14.05.2018 and from that day pokerstars ignoring all my emails
Is that normal to treat your clients?Does anyone been in same situation?

Post full email conversation with stars here.

Do any of people you shared IP with have problems with pokerstars?
Did you change your IP or other players used your IP to play on stars?
I would expect them thinking someone else played on your account if you suddenly changed your IP.

Hey,
I just went through an ordeal with PS, whom closed my account right after I spent $140 on play chips. After ten years with an account and most of those sharing an IP, they said my account didn’t pass a random security screening.
Anyways I finally got my money back, and received help from a person named Joan, who works for the ‘Players advocacy’ department at the Rational Group aka PS. In my case I think Apple was more to thank for my refund then PS, as I paid for the chips through iTunes and it was Apple that issued my refund.

playeradvocate at starsgroup dot com is the email I found to contact her. I also contacted the Isle of Man gaming commission who eventually got back to me, but it took them a couple months. Maybe if my matter was in regards to $5000 real cash they would have been in touch earlier.

I would never have guessed PS would treat customers like this, and perhaps we’re the exceptions, but we’re not alone. I know I’ll never trust them with anything again. I suspect their settlement with the US Government for something like $700 million has made them look for every chance to scoop people’s money from them.

Good luck. I know they just ignored my emails, and when they did reply it took them the better part of a week to do so. They may as well write you a letter. Pretty pathetic.

Moved the derail PlayDOh started to his thread, including copying his one useful post there (and leaving a copy here), since it includes an update that for some reason he never posted in that thread.

OP, if you'd like people's opinions and possible help with how you should approach this, posting the correspondence might be useful. But you also have to be prepared for some tough questions at times, as so many times when people post their issues, things come to light that they leave out of their original posts.

your IP address is being shared? That is screaming multiple accounts, you will be lucky if they do no refund the other players money. Even if you were not cheating it will look that way. Better hope the person you are sharing it with doesn't surf kiddie porn or the FBI will be at the house.
Even if you were not cheating the person/people that lost will think you did.

PS Rules

I didnt know were to post and that's why posted 2 times.I'm new to this forum.
I came here and put my story here.I'm not posting my story to be judge people that dont know me.i Asked if someone been in this position before.An if this is normal.If anyone genuine wants to help me i'll post everything.

They don't get to keep funds that they confiscate. They're either redistributed to players who were cheated, or donated to charity or given to the government depending on where you live

Finally got a response from support.They will inform me about the resolution as soon as posible.I mailed wecare@pokerstars.com and they got back in 2 hours.
Thank you all!!!

Pokerstars was fair to me.All is ok.Thank you!

Please, can you tell me how did you contact the Isle of Man gaming comission? I want to know their emai adress.

You Google "Isle of Man gaming commission" and click the first link...

Glad to hear it got sorted.