Hello guys,

I am currently experiencing a very strange situation with PS which makes me wonder whether they are still reliable for the future.

4 days ago my account has been restricted whilst playing a nl50 session pending a routine verification which should last minutes. It has been 4 days and I get no reply from support I ve tried both the polite and aggresive way but get no answer.

I want to mention I am playing on the site for more than 10 years, my account is verified, my card is verified, i ve done no transfers they are actually not available in my country, I have made no deposit, I dont live in a poker house have no poker friends, I ve literally done nothing suspicious nor now or ever.

Is this happening to other people, what might be the cause should i worry? I have like 3k in my account and i am wondering if they actually closed my account or maybe I am being hacked by someone???

Thanks for help anyone.

Keep contacting them

I obviously am contacting at least twice a day but I don t even get the automated reply they usually send which makes me wonder if they even get my messages. This is very strange to me never happened it is very frustrating thats why I even wonder if they closed it or its another issue.

Very unprofessional and wonder if not illegal to do this without notification or explanation as I ve said I did not do anything suspicious at all.

Someone just posted this in another thread, so I guess you'll have to make your own decision - your mileage may vary, etc.

Hi. I tecently contacted them via live chat in the software under "help". They answered within minutes. Ftom my personal experience, if you send multiple emails it will just taker longer. They are super slow nowadays.

Guys thanks for your replys..

I have no live chat option available and no contact form available..in romania there s no live chat no transfer option no nothing guys..I am in the dar for 1 week already I cannot contact them I get no answer..


Very very strange..please someone from PS reply.

Things just take a while these days, even trivial things. The thing Josem posted I assume is a fake, but to give an example of mine, I started trying to order a RSA token (my current one expires in February) in July. After about 10 emails (some got replies, most did not), I finally got one today apologizing for the time they took and they took the appropriate amount of funds from my account to pay for the RSA and they will ship it. We will see how long it takes to get it, but it appears that starting the process 7-8 months in advance was the correct thing to do, when in contrast my last RSA token years ago took about 1 week from the initial request to receiving it.

That just is the state of affairs in the customer service area these days, so as I post many times - people should do all they can to avoid even trivial matters that require support to resolve them, particularly behaviors that can result in an account being shut "temporarily" for security reasons.

I can completely understand any issues regarding an account but the fact of the matter is that I have everything in order..

I have no idea if I had to do any updates to my account since no one sent me anything I ve checked my e mail for the past 3 months nothing..my bankcard is fine my account has been verified I have done no deposit no nothing I just had my account restricted for no reason while playing a nl50 session on Monday and since the nothing no reply no e mail no nothing this is very confusing..

More than that I ve only used the contact us for from the browser to send messages but nothing nothing nothing not even the automated reply..

I have nothing but a good expierence with PS e-mail contact, they're very helpful for the most time.

So you just wanted to say that?? I ve also had good experiences until now can you read the previous post or u just made an account to say PS support is fine??

Thank you Mike Heaven,

Sorry I might be a bit all over the place I am also new on the forum even though I lurk around for many years..

The only actual reason thats bugging me is the lack of communication on behalf of PS. I honestly have no problem with security checks I even endorse them for the integrity of the game..

But to restrict my account without even sending an e mail saying listen fool we re gonna restrict your account for 100 years pending a security check and just leave me in the dark makes me wanna get on the plane to Isle of Man and knock on the door say hi..

Sorry again Mike for being messy..

I live on the Isle of Man, and can see the PokerStars office from out the front of my home. But they're no longer regulated by the Isle of Man, and while they still have some staff remaining, they now operate under Maltese licenses, not Isle of Man.

Probably cheaper to operate under less regulatory scrutiny, tbh. No one else seemed to care about the move when it happened earlier this year, so it is probably best for the business to just save the costs.

Okay so day 6 since my account has been restricted.

I have received no e mail no phone call no message no nothing. I ve sent at least 2-3 e mails and contact us form daily but get no reply. I ve sent messages on Facebook I ve opened this thread and still not get even a bare response.

I ll keep posting here daily until this is sorted out and I ll make public all m discussions with PS if they ll even occur just for everybody to see PS policy and way of handling business for me this is already outrageous.

dsprinceana,

I think you need to relax here. On the bright side, they probably have no malicious intent towards you. On the down side, they're awfully slow on issues such as this.

You're just going to need to be patient here. Maybe play at another online poker site, or find something else to do with your time while you wait.

Josem,

Thank for advice I usually am a very patient person and as I ve said before I endorse any security checks for the integrity of the game. Yet I do not understand why I get not even one single e mail saying something I really can t believe they take 1 week to write an e mail right?? The other big issue is that I took time off work to play in december make some money coz in January I leave for morocco for a few months so I really need playtime and make at lest the 1200 bucks bonus the offered me exactly the day they suspended my account ))

Okay guys daily uptdate.

Yesterday I ve broken on of my sacred vows and opened a facebook account just to get in touch with someone. I ve posted on their wall sent them private messages and commented in some of their post but...yes u guessed it no reply not one single reply saying something.

I am already having issues sleeping at night since as I ve said I ve done no deposit no transfer dont live in a pokerhouse and have never had any security issue in 10 years. It really is mind bugging why at least someone doesnt send me an e mail saying something it really is outrageous to me.

Do this daily update thing in the forum where people can do whatever blog they like. One guy has his picture of very young women in it for instance, so they do not have much in terms of restrictions for the material, and your daily whines about this would qualify. Talk there about your ability or inability to sleep, eat, poop, whatever. Here is the link for you to create that, as I doubt you will be allowed to just post daily here for the likely 6-12 months it will take for the current level of support to resolve your issue, since this forum is not for people's blogs, and your thread has become that.

https://forumserver.twoplustwo.com/226/house-blogs/

Monteroy,

I am positive no one wants to listen to me whining or posting daily updates. I ve opened this thread because PS is handling this in a very unprofessional and most likely illegal matter so I would like the community to know about this. I swear I ve done nothing suspicious and I am amazed why I don t even get 1 single e mail saying something.

I ve read other similar posts and at some point someone lurking from PS asked details or at least ppl with frozen account got some sort of e mail explaining the problem quite fast.

I work as a legal adviser and I can inform you that there s no company bank or institution in the world that can freeze ur account without sending at least a notification or e mail and not communicating with you it is abnormal.

I already told you what I could about your situation as did others who replied.

Threads like this, with minimal information and a low post count OP talking about how innocent and pure they are, has no real impact in terms of informing others, and usually these threads just serve as means for the OP to complain and vent, which seems to be the place this is in.

As I mentioned, it has taken me nearly 6 months just to purchase an RSA with cash from Stars, and I did this that far ahead knowing this was the current state of customer service there, where perhaps 1 in 4 emails gets a reply and of those a good chunk are a reply to something that was not even asked. I did not have any account closure issues, but the point is that everything takes a long time there now, that is just the unfortunate state of the situation. We all get it, so you posting daily reminders is pretty pointless.

You can whine all you like about Pokerstars and your eating habits, but do it in a personal blog in the blogging forum. If you just continue to post daily zero content whine posts here then all that will happen is the thread will be locked and you will get a warning/ban.

Your choice in the end. I will not be opening this thread again, so take the suggestions however you like.

All the best.

Monteroy,

As for the past week I did take advices to be calm and wait yesterday I decided to make a big fuss and spammed their .ro fb page with sugar words, sent their legal department e mail informing about pending legal case if they don t reply ANDDDDD...

Yes you ve guessed it they replied..not once but twice..so big thanks for your advice it was very helpful keep doing business like u do u ll be tha one waiting for half a year me not my brotha..

So now guys listen to the reason the restricted my account..a 700 bucks deposit made 3 months !!! ago from my own verified card I use for years from my own verified account. They say the need to know the SOURCE of my funding !!! lololol..so they ve sent a form I have to fill with what my job is !!! and how much I make a year!!!..

Really guys I feel like the feds are on to me ..I ve never heard about these kind of verification and especially for such a small deposit 3 month ago??? I ve deposited even more in the past there was no issue. This still smells fishy to me and I bet not the deposit was the issue since they ve said nothing then when I deposited why only after 3 months?

At least they answered and I ll get back with other developments for the ones interested not for the ones that like to wait for PS support to reply 6 months geez lol..

and with the sophistication and motivation for cheaters to gain an edge in today’s climate improving immensely my confidence that the site can uphold its standards in the game security department is next to none.

Alrite guys now please listen to this..

PS needs to know to source of my initial 600 bucks deposited 3 months ago with who I managed to run deep in some mtts ant then started withdrawing about 2-300 buck a week for the past 3 months. They dont need the source of my at least 10k deposited from the same account and card before but they need the source of the ones I managed to win some from.

And now hear this guys..After I sent them the form about where I have the money from (a form containing info like did u sell any property last year??. did u receive an inheritance donation??..what is your jor how much you make??) AFTER THAT THEY ASK ME FOR THE PAYSLIP FOR MY LAST 3 MONTHS??

Now honestly guys I have no intention of hiding anything about me but did someone hear about this kind of verification??..

I swear to god I begin strange things are happening did at lest someone please hear about these kind of checks I mean do I have an account with IRS or PS??..

I dont even know if I should provide them with this kind of documents guys please someone tell me this has happend already or if you think it is normal??

https://forumserver.twoplustwo.com/2...-mail-1756729/

Yes. It is normal.

Why are you still updating this thread? You've been told that PS do not reply (and probably don't look at) 2+2 threads, and you've been told that their support is a little slow and to be patient. That's all you need to know.

Just wait for their support/keep messaging them. The reality is sometimes the more annoying you are and the more times you put in a request the faster it gets done.