Hi!

Long time lurker. First time poster. I'm posting here because of an issue I'm having with Pokerstars and I wanted to see if anybody else has had this problem (doing a search didn't yield anything that quite matched my issue) and how they resolved it. Also, based on past posts I've seen of this nature, I'm hoping that posting about it might get a little traction so that maybe some action might be taken.

Two weeks ago, I logged onto my Pokerstars account and noticed that about $1,200 was missing. About 66% of my roll. It was there when I logged in 1-2 days before. And then it just... wasn't.

I checked to see if any withdrawals had been made recently. They hadn't. I checked to see if any transfers had been made to other players. They hadn't. I checked to see if I had accidentally registered for a super expensive tourney by accident. I hadn't.

I am a very casual player and basically only play in the $15 SnGs, the occasional cheap Spin n' Go when I'm drunk, and the very very occasional MTT when I have a rare free day.

I notified Pokerstars that the money was missing via their customer support interface on their desktop client and my account was frozen fairly quickly after that.

I've sent a couple e-mails since the initial one to try and get a status update and have received nothing back. From what I've seen on these forums, Pokerstars support is notoriously slow, so maybe this is just the time frame I should be expecting?

But it has been two weeks and I've received zero response from them. Even something acknowledging receipt of my e-mails and that they're looking into it would be nice. The only evidence I have that they saw my e-mail is the fact that my account was frozen, and remains so as of this post.

Any help or advice I can get from you lovelies would be very much appreciated.

Thanks in advance!

You should probably post your PS SN if you want anyone here from PS to take notice. Otherwise, wait for CS's response in due course.

Yah. SN is the same as my TwoPlusTwo account name. So yeah. I guess it's just a matter of waiting. I expected it to be slow, but maybe I need to adjust my expectations for just HOW slow they are.

Hi Terewan,

I've sent you a PM (on 2+2)

Basically it says to check your SPAM filter as we now use @starsaccount.com and it may have been blocked. There is additional information in the PM about how to contact us if you are unable to locate the three emails we sent in your delete/SPAM/junk files.

Regards,

Joan H.
Global Player Advocate for the Stars Group

I received your PM, so thank you for that.

Just wanna say that I had been regularly checking my spam in the account I sent the e-mails from (and my only other e-mail address, just in case) and there was nothing.

I'll respond to the e-mail address you provided in your PM, however, and hopefully, something will happen from there.

The email address you registered with would seem to confirm this, but just the same, can you please have one of your verified reps PM either me or Mat Sklansky, so we can set up your account properly?

Well? What happened with the missing monies?

Hello, Joana, I'm sorry, my bad English.

I sent you a situation that has happened to me, private message.

I would like you to help me solve, or tell me the correct ways and measures to take.

The same happened to me as well, 3 days ago.....not that much, but still $ 140 exactly. No response after my complain, only that they sent my complain to the right helpdesk. I'm sure they can see within 1 minute what happened with my money.....I won't make another deposit on pokerstars no more.