Quote:
Originally Posted by dinostud18
To everyone on this forum, please be aware of what you're getting into. I registered for Pokerstars PA the minute they went live in November. Since then I have played almost 6000 games on the site and raked well over $20,000 for them in the process. Below is my story from the last few days. Support is non-existent and does not care about you as a customer. I know the knee jerk reaction from some will be to tell me to chill out and wait, I would just like to point out that I at every turn over the last 5 days have simply asked for any response. They could seriously just e-mail me back and say "Hey." and I would back off.
The following is copied and pasted from the last message I sent to security and support:
My account with Pokerstars PA is BDGEJLM.
Since opening day of Pokerstars PA I have been a high volume player, playing 6,000 games raking almost $20,000 for the site. Since at least Saturday May 23, 2020, my account has been restricted. Whenever I try and play any game I get the following message:
"Your account has been temporarily restricted pending a routine security investigation. We apologize for this delay. These checks are usually completed within minutes, after which time your account will either be re-opened with full functionality, or you will receive an e-mail explaining required next steps. Should you wish to contact us, please head to our dedicated help center where you will find answers to most questions and ways to contact us."
Since Saturday afternoon, I have attempted the following ways to contact support/security:
Via Help Center: Messages were sent on 23 May, 24 May, 25 May, 26 May and 27 May. I attempted to use the callback function and gave support my phone number via message on both 26 May and 27 May 2020. No one has called me back. I no longer have the ability to live chat with support
Via Twitter to @pokerstarsupport: Message sent on 23 May, 24 May, 24 May, 25 May, 25 May, 26 May, 26 May, 26 May, and 27 May. (I have previously had conversations through private message with this account in which they have responded and fulfilled my requests. The last time I engage in conversation with them was on 21 May 2020 just two days before this started. They responded in less than two hours to help me)
Via Twitter to @pokerstars: PM sent on 25 May, 26 May and 27 May
Via e-mail to individual @pokerstars accounts: I have sent e-mail on 26 May and 27 May to e-mail addresses I have for security and support at Pokerstars and FoxBet.
Via tweet to @pokerstarsusa: I am unable to PM the PokerstarsUSA account so I sent them a tweet on 26 May 2020 asking for their assistance.
I have received ZERO responses to any of these requests. I have made clear in almost all of my messages that I do not expect my account to be magically unlocked, that I just ask for some sort of response, any response so I can provide documentation to unlock my account. Even just a response that states that you are still investigating something would be sufficient, I would take literally anything.
I suspect the lock was because my wife created an account in April. She played three games on the site all of which we made sure were Multi-Table Tournaments that I had already busted. She busted and never played on the site again. I am at a loss for what to do, so I am going to do the following.
Today I will be posting this message with my personal contact information removed to the Pokerstars 2+2 Internet Poker thread. Tomorrow I will be contacting the PA Gaming Control Board. Your support and security team has made it impossible for me to take any other actions. Not only is there almost $5,000 locked in the account that I have earned, I am unable to play and you are unable to rake from my play.
Just last week me and a few friends were talking about how cool it would be if you signed a few of us on as pros. I have developed a reputation to be known only as Yoshi thanks to my avatar on the site, I final tabled the PENNSYL-MANIA and even though it's a bit narcissistic thought I might be a good candidate. Now I just want my money and to walk away. You've turned a life-long stars supporter and someone who literally wouldn't play anywhere else into someone who has to really think about ever using your product again.
Good luck, friend. I’ve played at the same table as you a number of times in MTTs and sad to see this happening, I hope you receive some resolution, soon.
I agree it probably has something to do with your wife’s account-ignore the ball-busting trolls, every losing player is gonna hate on someone turning a profit. Hopefully through review they can see no colluding took place
I had to wait for a resolution that took almost three months for something that didn’t lock my account, but was nonetheless aggravating. GL, bro.
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