What bill did you send three years ago and what is your lifetime BB/100 seem like very odd questions.

Way to get to the heart of the matter, Stars security!

Seriously, this should kind of raise an eyebrow about their security or collusion detection, shouldn't it?


Hey Chinese DON colluder guy....Let's get this cleared up. What was that bill you sent three years ago? And what is your lifetime winrate?

If you can remember all the banks/utilities you might have used for ID at the time, you could try sending them all the names (and a fresh bill if still using the same).

Have you moved to a new location in the past few years?

Or do you play from a different location besides your home frequently?

I can think of some reasons why they'd be asking questions like those.

thats what they said of ftp

Where are you from that has a social security number?

I thought that was a United States ran ponzi scheme for americans

After the last call I got a new call on Saturday asking me few questions, like what is my relationship with couple of players, and also was asked about the bigger transactions mentioned in this thread. Now it looks like this case got some clearance and finally got my account unlocked.

I still find it funny that all this could have not taken more than a few days, but still they managed to make it last a month.

Hello xxxxxx,

Thank you for your availability over the weekend.

I have now completed a thorough review of your case and account.

I am pleased to inform you that your account “xxxx” has been reinstated,
effective immediately.

It is our duty to do enhanced due diligence on players especially those which are
of high profile, however it is also our priority to provide minimal inconvenience
when accounts are restricted due to Security reviews.

I appreciate your cooperation and patience during the time it took to complete
this review and remain available should you require any further assistance.

Kind Regards,

Nina

Same happens to me right now .
I have 4500$ blocked and they barely answer .
They really need to block lots of $$$ for Full tilt purchase , otherwise i do not see any explanations.
I got called by their support . Asked me a few questions and said its ok , i will pass the questions to the case manager.
The phone call was in a different language then my mother language so i had some troubles understanding some of the questions but i responded to ALL of them .
Yessenia from support said that i had troubles understanding the questions so she will arrange a call on Monday (2 days ago) in my mother language and that she will communicate during the weekend the time frame of the call. No communication about the call on Monday , i kept emailing them what hours i will be available and nothing. I kept getting "Forwarded to your case manager" , "investigations can take more than expected" and so on . The second phone call never happened. Its been a week and 3 days and since friday i don't have a reply from my case manager (Yessenia) . I mean its not fair to lose a lot , and when you win to block your money .
Please note i have provided all documents (even my national id which expired and renewed it specially for Pokerstars as i didn't notice it was expired).
Now i kept emailing them since Monday , i think , 10 emails or more. All i get please be patient , please be patient , pacience appreciated.
Pokerstars should solve this issues faster if they want to satissfy their customers.
Or they should hire more security manager.
IT IS NOT FAIR TO IGNORE A CUSTOMER WHICH PLAYS CONSTANTLY ON YOUR SITES AND WHICH YOU OWN HIM MONEY.
Hope this solves.
1 week 3 days

Your account has been temporarily suspended pending the successful completion of this process. We ask that you please allow 72 hours in order for this process to be completed.

Same was told to me also.
I keep getting that they cannot provide me a time frame.

I am fine with verification of the accounts because i can suffer from other players cheating too, but not to take 2weeks 1 month when i provide them answers/documents immediately.
This is a rip off.
I experience exactly the same situations you had.
They asked me for documents which were already on file.
The security managers and Pokerstars in generally should be more organised.

And my main concern is that when i was losing and losing and losing bad beat after bad beat , they didn't care about making a security check. Now after i won % of what i lost they wake up and ask for stuff they already had.
They asked me the relation with my boyfriend (which i and him already explained 2 times minimal to them) . WE have the same email address domain (NOT YAHOO ) I have D....@XXXXX.com he has C....@XXXXX.com . So if we wanted to cheat we didn't sign up both with the same email domains right ?!
So why they keep asking the same questions if not to withheld your money for a period of time ... I DO NOT UNDERSTAND .
I am frustrated and angry.
If i ask them to put me a credit on the account of 5000$ and to pay in a few days/weeks , they don't agree ... then why do they use my money for few weeks !?!?!

I hope some Pokerstars reps from this site will raise some FLAGS on their teams.
They either should hire more , or to train them more.
From 72 hours to 1 week and half is a big time frame. And still they cannot tell me the exact time frame they have a decision for me ...
So what to do ? Wait ?!
I want to play firstly and i want my money.
Many of you understand but their security staff don't . They don't know how it is this drug after you play almost daily as a hobby 1-2-3 tournaments and then you stop .

I could only send a PM to one of the PS reps over here.

Hope : http://forumserver.twoplustwo.com/members/241230/
http://forumserver.twoplustwo.com/members/290646/
Are watching some of the thread right here because i couldn't contact them.

Hope they will help me speed up the process and have my account reinstated before the end of the year because 1 week and 3 days is enough!!!

I don't know if someone is reading or interested in the stories here , but i will share the experience hoping it will help others.
Thanks to this site, i have managed to get the PS Security manager email. After i e-mailed him and explained all the situation , in 3 hours i got a solution for my case.

Thanks to Mr . Josem who is really a great employee working for CUSTOMERs, not those sleeping security team (Yessenia , Jorge) . Learn from your boss how to make the customers happy!

Wow and I had faith that pokerstars were the last legit online poker site left.

Could you please PM me his email address?

Hi,

While I appreciate the kind words about me, I don't really think I did anything special to deserve them.

More generally, If you want to contact me (or any other individual working at PokerStars) you can email support@pokerstars.com and ask for the email to be passed along to any particular group or specific individual (for example, you might want your email reviewed by a Manager, by Lee Jones, by someone else).

This is particularly helpful since individual staff are not always online, sometimes are inaccessible for extended periods of time, and so on.

Sincerely,

Michael J
PokerStars Security Team

This is sad. We don't know what PS was investigating on you but for it to take a whole month+ is troubling. I do appreciate how PS tries to keep everything on the up and up though. I am going to give PS the benefit of the doubt for now but how they handled it was pretty bad.

A simple email every week would of helped a lot to players in this situation but of course its pretty similar as not receiving anything at all but we at least know its still progressing. I had an incident where I respectfully waited as I know how PS work and is very professional. Unfortunately for me, PS dropped the ball and forgot about me. So after 2 weeks, I finally contacted them and the very next few hours it was all cleared up and I was back on the tables. Although I know this hopefully is rare, A simple required email per week for every frozen account is not really hard to do and would help with a lot of players anxiety.

Im glad it worked out for you though. If PS can improve the smaller stuff like like giving a non stock notice to the op on frozen accounts over 2 weeks, PS would be the unquestionable go to poker site. But in the end, PS still seemed to do the right thing however semi unprofessional and long it took.

Hey Sorry to bother you, I know this is an old thread, but Im not really sure how to reach you because I dont use forums very often.

I was wondering if you'd be able to give me anymore information on my account verification that is currently taking place with Pokerstars.
Thanks!

Posting your pokerstars screenname in this thread allows a pokerstars employee who is browsing the forums to quickly look up your account and potentially deal with your case faster

My screen name is Genjutsu34 I believe.
Essentially what happened is in late May 2014 my account got flagged for verification, unfortunately at the time I was in my final term of college and was getting ready to graduate so I didn't really have time to deal with it.
I just sent in the required documents they requested on April 1st around 10pm.
I got an email confirming that my info had been sent to the case manager handling my case.
Its been almost a week now and I haven't heard anything since that initial email letting me know my pictures were forwarded.
I was just wondering how long it generally takes, usually when i message pokerstars they message me back almost instantly.

Hey Michael, I was wondering if you might be able to give me a hand with a pokerstars account verification problem I've been having for the past week now.
My username is: Genjutsu34
Ive been waiting a week now to get my account verified and haven't heard anything from pokerstars yet when I asked how long it usually takes.
I feel like this is taking longer than an account verification should, let me know if you can help at all.
Thanks!

Hi,

A couple of colleagues are looking into it now.

Sincerely,

Michael Josem
PokerStars Communications Team

Hi Michael,

I'm having similar issues with my Pokerstars account relocation. Wondering if you could possibly assist with it? My username is: RiverBeavers

I've been attempting to contact Pokerstars support via email for a week now to get my account country relocated, but have yet to hear back. Do let me know if you can help at all, thanks!

Experiencing a very similiar issue right now. Won a couple tournaments and my account was frozen half way through a sunday tournament session. Did your account end up getting reinstated? What ended up happening and they did give you a reason to why it took so long for your account to be reinstated?
IF anyone can advise to what i can do to speed up my account being reinstated, that would be greatly appreciated.
my pokerstars screen name is: Tokyo09

thanks!

You do realize the last post was from 3 years ago now ya?

Yup, I do. Doesn't change the fact that I need help on my issue. Won't hurt to ask. This post seemed like the most similiar and relevant to my case.

Probably best to follow this advice:

A fairly active current PS rep can be found at https://forumserver.twoplustwo.com/s...94&postcount=3