Hello,

Thought about not making a post before but this is just feeling ridiculous and I feel like I have to do something. I got around 20,000$ on my account and pokerstars has frozen it for a month now and refuses to contact me via telephone and e-mail they just keep saying that it is a routine check. Can routine check really take 1 month to get clear? I can say 100% I have done nothing suspicious as I would recall.

So lets get into facts:

June 16th:

I try to get into my account and see my account is locked, they ask me to send them en e-mail and i did. I got a response 3 days later:

June 19th


So first they ban my account and tells me to contact them but does not give me a response before 3 days is over. What kind of support is this? I have over 20,000$ on my account and I should not be left in a position of not knowing anything for over 3 days period.

I should get the answer immediately in my opinion.

"Hello xxx

We are writing to inform you that your account is undergoing a standard security check, which many of our players have successfully undertaken. The purpose of this is to assist us with identifying who our players are, and to establish that they are indeed legitimate players. Upon the completion of these checks, we can verify and authenticate our players' accounts.

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.

Upon successful completion of this process, we will request verification information from you. This request for information is made in line with our Security Policy, as detailed in our Terms of Service.

Please refer to the link below for more information on our Terms of Service, most notably section 4.3, which relates directly to the matter of account verification:

http://www.pokerstars.com.poker/room/tos

Please be advised that, on occasion, we may be required to amend the Terms of Service. It is your responsibility to keep up-to-date with any changes made to the Terms of Service.

We will contact you again upon completion of the review process on your account, and thank you for your understanding and patience in the meantime.

Kind Regards,

WalterL
PokerStars Security Team

I have sent them all the needed information and they said everything is fine.

June 22th something

They re-opened my account.

June 26th:

I had barely played any hands during this time, under 100. and I get a message that my account is locked again. So I follow up with a message once again:

Hello, I just got message that my account has been frozen? Why is that?

You just finished routine check on my account and said all is fine and now you are freezing it again? You do understand that I'm a professional and I can't tolerate this. I can't do my job unless I get back to play asap.

I understand your reasoning at the first time but this feels just unfair.

June 29th:

Once again I need to wait 3 days before receiving any kind of reply. They response the exactly same as last time. It's like they ignored 100% my e-mail that I sent them earlier. And I needed to wait 3 days to heart exactly the same thing as I did before, and for this my account was already cleared.

Hello xxxxxx

Your account is undergoing a standard security check, which many of our players have successfully undertaken. The purpose of this is to assist us with identifying who our players are, and to establish that they are indeed legitimate players. Upon the completion of these checks, we can verify and authenticate our players' accounts.

We are working to gather all necessary information as fast as possible.

Upon successful completion of this process, we will request verification information from you. This request for information is made in line with our Security Policy, as detailed in our Terms of Service.

Please refer to the link below for more information on our Terms of Service, most notably section 4.3, which relates directly to the matter of account verification:

http://www.pokerstars.com.poker/room/tos

Please be advised that, on occasion, we may be required to amend the Terms of Service. It is your responsibility to keep up-to-date with any changes made to the Terms of Service.

We will contact you again upon completion of the review process on your account, and thank you for your understanding and patience in the meantime.

Once again we thank your your cooperation and patience.

Kind Regards,

WalterL
PokerStars Security Team

3th July

I contact them once again feeling very confused of what is going on.

July 7th:

Still no reply, I contact them once again.

July 8th

I finally get a reply after over a week waiting from their previous reply. Still they are not giving me any cleariance to my case. I'm still very confused. This is what I got this time, standard automatic bs.

Hello xxxx

We do apologize for any inconvenience caused by our security procedures.

Even though we have already received all necessary information from your side we are still trying to gather all relevant information to clear you from our ongoing investigation

We thank you for your patience and support. We hope to have a resolution for this week.

Do not hesitate on contacting us if you need further assistance.


Kind Regards,

WalterL
PokerStars Security Team

July 14th:
I have been really patient, I waited for the week, again, for everything to be over but I still don't get anything.

I'm starting to feel really tilted and pissed off about all of this. I still get no response whatsoever from pokerstars. I tried to find telephone number that I could call to and ask what the hell is going on, I didn't find that so I asked them to contact me.

Hello, please call me asap. I can't tolerate my account being locked this long. You do understand that I can't do my profession? The security check shouldn't take this long. You said up to 72hours. It's 2 weeks now. I have done nothing wrong, what's the matter? Give me your number or call me to xxxxxxxxxxxxx asap. I'm not happy.

Regards,

xxxxx

18th July:

This is where we are now. I'm confused writing this message. Anyone had such experiences before from pokerstars? How can they lock me up for a month and give me absolutely no information of what is going on? How can they not have better contacts with me? They should understand that 20,000$ is lot of money and I'm not happy to have that stuck without knowing a reason why. They should be obligated to give customer better service in this kind of matter and keep the customer up to date of what is happening.

If you want to know any additional information I will be happy to deliver. Just reply and tell me what you want to know.

It is impossible to know how much money I have lost not being able to play on pokerstars this 1 month period - but I'd guess it is over 5 figures number.
___________________________________
About me: I have been here for quite a some time already and I have a blog here:

http://forumserver.twoplustwo.com/17...group-1142919/

Give us your screen name so the 2+2 detectives can get to work.
Also, have you received any transfers from other players or won big from someone you haven't played before?

wow this is bs definately disspointed of pokerstars for this, I mean I dont know you and dont know if you did something wrong but hey should stay in comunication with you and answer your emails faster and do thing within the time they´ve stablished, if they say 72hrs and take a week its just bs

Don't wanna out my screen name but I can forward it via PM to someone who can do something about this matter. Just that person PM me first.

I got a few transfers, which is completely standard since depositing in stars is hard and always you don't have money on bookers. That is not illegal as long as I know?

If we determine winning a lot in matter of buy-ins I have to say no. Maybe the most buy-ins I have won at once at pokerstars is 2-3. I play NL1000-5000 on stars.

"The fastest poker support of the world" definitely gets some new point of view now. The fact is that it doesn't matter what the outcome is, the information should arrive faster to player in concern.

This is a standard procedure in the poker business!

My guess is they currently distribute your money to their scumbag pro team so they can all buy bitches and lobster for a party!

We are all waiting since 15 month to get our money back from this scumbag industry, so far you seem to be quite lucky!

Cash out as soon as you can and never get back to play a dime on these scumbag poker-sites!

Got some gamble in my bloods so can't do that.

Pretty disheartening if all of what you've posted is true, come on stars, you set the bar for the other poker sites to reach

in all justice, pokerstars handled the black friday issue great and has nothing to do with the pokerrooms that have not paid

the support and the way they are handling OP issue is bad tho

cl500 how old is your account?

Comparing Stars to Full Tilt?

Notsureifserious.jpg

I think 4-5 years. But haven't been playing much before they got .eu version which was February 12th or something.

Poster has $50> account balance on FTP, who wants the overunder?

As others have said, pokerstars is not comparable in anyway to ftp, probably the safest online poker room as far as investments are concerned, even safer than party or 888.

Anyway, good luck with the issue OP.

why not contact the pokerstars rep thats on 2+2. i forgot his account but he does work for pokerstars.

$20,000 and it got there by transfers likely from multiple sources (seems to be what you are saying).

In general they make it clear that transfers are for players to use at the tables, and without your user name it is difficult to tell if your play history there makes sense for the amounts you are talking about.

If you are a hard core 5/10 NL reg then fine, but if you play a few $10 MTTs once in a while then without question a lot of red flags would explode here in terms of why so much money is moving around via transfers.

Your posting history shows that the amount of money is quite possible for you, as your previous post was a long tale about how you lost quite a bit more on the Party casino, but that is sort of a hit and miss reference as it shows a history of some questionable choices as well.

I am usually very harsh on these claim style posts, but I do feel you have presented an interesting situation with some documentation. You may have set off some alarms with the amounts and methods by which you moved money around, and that can take a while to clear up, and Stars being anal about these issues is beneficial in the end for everyone.

If you get more automated low level replies you should ask to speak to a supervisor at this point.

Would be nice if someone link him to this topic then I could PM him. I'm not so sure how things work around here because only thing I've been doing on this forum so far has been updating my blog and now this.

I play NL1000-5000 HU @ Stars, like I mentioned the limits above in my post.

The only times I needed money at stars has been after not so good ongoing session when villain has ton of money and my account nearing the end of it's balance. This is also when I ask friends to send me money because deposit limits are what they are, and friend transfer is the fastest way to gain money to your account. I don't want to run out of balance when I got a fish on my table so the only option really is to ask a loan - also if I wasn't a trusthworthy person people would not go and give me loans like these - because we are speaking in 4 figure transactions. Also - all this should be completely legal.

And as far as I know these guys still have their account activated so that can't be the case.

I will only out my screen name via PM because I don't want everyone to know it. I will give it to a person who is in a position to help me - and if there is one I'm sure he can throw me a PM about this matter.

Not sure anyone here can really do much for you. You play high stakes heads up (as you may guess - lots of issues with heads up with chip dumping/fraud etc) so you have a large amount of money moving around via transfers with a tricky game type, and that will create a longer investigation.

PTR does not track Stars cash games so your screen name would not be of much use as nobody can verify your play history.

Email to ask to speak to a supervisor, if you are generating huge amounts of rake and playing the highest games then they should reply when you apply more pressure.

I have 5 years sample size of being a professional and never has anything like this occured before.

Not sure what to tell you - it is happening now, and is always a possibility in this industry.

No idea how much play history you have on Stars, that is really all that will matter in terms of you getting quicker service as I mentioned above. If the bulk of your 5 year career was elsewhere I doubt Stars will care much about that.

Email to speak to a supervisor as I suggested, or instead keep posting in this thread if that does make you feel better though I doubt that will actually help your situation at all much.

What made you want to switch to stars? Lack of casino games?

Have you tried PMing one of the stars reps on here?

Yeah for sure - I wouldn't care either. But that's not the point. The point is they are delaying so much with their replies and gives me no reason why I'm being held off games this long. And I know for a fact that I have done nothing wrong, which angers me even more.


I play on several different rooms, so stars is just one of them, luckily. Hell, I couldn't imagine if it was my only room to play at, that would be harsh.

I started playing more on stars in february because it became tax free for people playing from my country.

Just reading through your PG&C thread hope you get your account unblocked because your clearly a sicko and a legit guy i am sure one of the Pokerstars reps will contact you to get the issue resolved.

Anyone knows pokerstars representative user name around here?

http://forumserver.twoplustwo.com/members/241230/

http://forumserver.twoplustwo.com/members/290646/

I don't think either of those are the right department but they're the only ones I can remember. There might be a Pokerstars Steve but I'm not sure.

Looks like it has helped somewhat, since I got a phone call today. Which is funny after I informed them lot of things about myself like my social security number, date of birth, home address, stuff that is written in my living licence, they still wanted to know what kind of utility bill have I provided to their software in 2010. I mean what the ****? How could I possible remember anything like this. There are million poker sites I'm sending bills that are not older than 3months and often they are different from basic post that I get to electricity bills to bank bills, so how could I possible remember anything like this?

Then they ask me what is my lifetime bb/100. How could they assume I have 5 years of database history saved in my computer? Well I luckily do and hope it's all tracked, but it just feels silly what kind of questions they are asking.