I did not know in which section to write, so sorry if I wrote not there.
I've been playing poker for 12 years and this is my first time. I myself am from Moscow and someone told me that representatives of PokerStars sometimes come to your forum.
The story is this:
In November - December 2019, I lost about $ 1000 for the micro-limiter, this is good money and asked to block the opportunity to make a deposit for 3 months. On April 17th I am writing to them, I took a break from poker, I ask you to increase the deposit limit due to the expiration of the term. They replied on May 5 and on May 11, upon their request, I sent a bank statement. On May 18, they replied that they were sent to the correct department.
Today I receive such a letter.

Translation of a letter
Thanks for your reply.

First of all, please accept our apologies for the delay in our response - this is due to the increased amount of correspondence we are receiving at the moment.

Having carefully considered the situation, the documents you provided, as well as multiple emails in which you express distrust of our site, talk about the high level of stress that playing on it causes you, etc., we decided that it is not in your interests continue to be active on our website.

We have permanently terminated your Stars Account and will manually withdraw any remaining funds.

I didn't understand from the beginning what happened. It took me a couple of minutes to recover from this letter.
I am writing on this forum, because I am afraid that the dialogue will be very long with the support service and most likely there was a misunderstanding and I hope this forum will help me figure it out.
I answered them, and as a streamer https://www.twitch.tv/enzoev, I also recorded a video using the link for them, because in the letter it may seem one thing, but on the video it is completely different.

I ask the support service not to ignore my messages, but simply to find a dialogue with me for a conversation, because what you wrote in my head does not fit.
I asked in January to block deposits for 3 months, because I lost a lot from November to December, you blocked. On April 17th I am writing to you that I took a break from poker and am ready to continue playing and wrote to you. On May 5, you write to me, send us a statement from the bank, I immediately sent it to you and waited for almost 3 months and what do I get ?! Instead of being able to make normal deposits, I get banned, but for what? to be honest ???

You write, they say, you carefully considered the situation, and what exactly did you consider? I sent you a statement from the bank and from qiwi at your request and how you saw the sources of income I have (if you were worried about what money I play with), you also write that I express my mistrust, well, first of all, my mistrust, like the same thousands of players like me and if I express no confidence, this is not a reason for blocking and it is not written in the rules of responsible gambling that you have no right to express distrust to the site, you also write that I wrote to you about the high level of stress)) ) show me this letter, because I remember exactly when I wrote to you and what I wrote, and if I had a high level of stress I would go to rest or do something else, well, I certainly would not write to the support service that I have a high level of stress))) I have never written such a thing in my life.

I think that your decision is not logical, because the letter that you wrote to me does not take place and therefore I think that your decision is too harsh in relation to my account. I ask you to reconsider your decision and not withdraw funds from your account, because I wanted to connect a visa, and if you withdraw my balance to qiwi, I will lose a lot of interest. Once again I ask you not to do this and reconsider your decision in relation to my account.

I stream poker and attract traffic, and for 2 years of streaming, I have never told my viewers on stream not to play here, and even vice versa, I always told my students and viewers that if there is a second account it is better to write to you.

I wrote them two mails, because I don't know where to write to them at all, since the support service has a lot of mails and in recent years they rarely answer, and I don't know what to do.
I ask the forum members to give me advice and, if there are employees on this forum, either tell them about this post, or please give them to me.

Russian version
https://youtu.be/Jsh974q3KfM

Well the answer from them is pretty simple so that's that.
Also as a private company they have the right to choose who will be able to use their services.

So now you have learned (the hard way) what it means to write e-mails to a site with this content -->
- multiple emails in which you express distrust of our site (unacceptable for a company to have customers doing this against them).
- talk about the high level of stress that playing on it causes you, etc. (this means gambling problem in legal terms).

But you will get your money back and then that's it.

The irony is that I never wrote that I had a high stress load and on streams I did not show this and did not give a reason to think so.

I had to write them a letter of apology and also write that their decision was hasty and too harsh in relation to me.

Mike Haven
Thanks for the link. Only as I understand new accounts cannot write in private messages?
+
added English subtitles for his YouTube video.

I confirm that the specified payment method is still valid and in use.
True, I asked yesterday in a letter not to withdraw my funds until the final decision, because I believe that the security service made a hasty decision to block my account without giving me the right to defend myself.

I ask you not to make hasty conclusions, and most likely there was some misunderstanding and your management decided to block my account.
I don't have any financial problems, and even less stress, because poker is my job and my bread. I wrote you a letter yesterday not to withdraw funds, but to find a dialogue with me. I asked for an increase in the deposit limit, and instead I get an account ban. I think this is dishonest towards me and I have the right to an explanation, because judging by your letter, most likely there was a misunderstanding and you misunderstood everything.

I also recorded a video on YouTube, perhaps it will look completely different from the video, but I ask you not to deprive me of what I love and give me the opportunity to play further. I stream poker and 90% of it is on PokerStars and I advise all students to play with you and on stream, as you can see on YouTube or Twitch, I never said bad things about PokerStars.
I think the ban is too harsh on the part of the poker room, this is not even a warning, but just a ban, and to be honest, only because of someone's vendetta towards me, because I did nothing to get a ban.
I ask you to reconsider your decision, and again, most likely there was a misunderstanding.

DiversantSS,

This business (PokerStars) does not want to serve you. When you play poker, you are like a visitor in their house. They do not want to have you in their poker house.

You should accept that, and respect their choice to refuse service to you.

Make sure you get your remaining account balance back, though.

I understand everything, but I live with poker, it is my bread and without it I can’t. Taking it away is like taking away your favorite job. I have been playing for 12 years and have seen different things in poker. Hosting, bumhunt, multi-account, collusion, etc ... Specifically, what did I do ???? Tell me!!!
I have been streaming poker for 2 years and attracted traffic and sometimes I had more people than Teampro Online. I saw people on streams saying that they were going to hang themselves and they were unbanned just because they were watched by 500+ people. I saw a lot of scandals and intrigues, and in the end I was banned only because it seemed to someone that I had a high stressful situation. The impression that someone just started their own vendetta against me and nothing more.
I did nothing to get the maximum warning banned, and then only because I offended someone.
I agree with you, I am a guest in their house, nevertheless, people did much worse things and violated specific rules than me.

They think that you are a problem gambler.

We cannot judge whether their assessment is correct, but the concept of a "warning" that you are alluding to does not make sense in this context. They cannot warn you not to be a problem gambler. You can only try to convince them that you aren't one, but it seems unlikely that you will succeed in that.

You should have agreed to processing a withdrawal, and *then* tried to argue your case further (if you want to do that). You will of course still get your money, but it might take a lot longer now that you passed on that opportunity and are confusing the issue with arguments why you should still be allowed to play.

Your next email should simply be another reply to the email where they asked you about withdrawing your balance, and the only thing that you should write is "Yes, please process a withdrawal to my account xyz".

this is such a bad lolbertarian take. as if you would be okay with a site randomly closing your account just because they felt like it.

Happens every day. There are sites that close your account just because you are a winning player. There are plenty of other sites to play on.

August was like that so far (the chart does not take into account seven-card stud there exactly + $ 100), but I have + $ 3k for a year somewhere at micro-stakes, but I don't win 6-figure sums to get banned + I attract people on stream.
+ This is not logical, is it?

We are worried that you have an increased emotional load))
People on the stream, watched by over 500 people, say that I will hang myself tomorrow, or add fuel to the fire, how they were unblocked?
She didn't say a word in the stream and banned, okay, I'll wait for an answer. I was still planning to go to the EPT in Sochi in October and talk there if there is no dialogue by mail.

Again this the rules, you don't like them then you should make a gamling site with better rules.....
Please also remember that these same rules ALSO apply to normal business and also normal casinos.

You agree to this when you open an account.

It is unlikely that people began to ban simply because someone did not like you, despite the fact that I have been here for 12 years.
There was just a misunderstanding and the service decided to block for my safety, they also had an opinion about my distrust of the site. It would be correct to say that suspicions arose.
I know an esportsman Ilya Korobkin often plays at PokerStars. In July, the management presented him with tickets for $ 5200 x2 $ 1050 x2 $ 530 x2

I know that esports player Ilya Korobkin often plays at PokerStars. In July, the management presented him with tickets for $ 5200 x2 $ 1050 x2 $ 530 x2 and tens of thousands of players who also express distrust, and why should they ban everyone?
I repeat, I have no mistrust, I have a suspicion and this is my right, but to arrange repressions and personal vendettas against me is not serious !!!


Also, as you can see in the picture, Ilya and I have mutual friends, this is Victor General Nigrini, he also plays at PokerStars, and I brought him to Pokerstars in 2015, and he played a lot of spin-go for $ 1000. tournaments and over 100k high-limit cash games, although I could have recommended Gnetwork 5 years ago and Ian Nepomniachtchi. a world chess grandmaster who also plays on PokerStars, although I did not bring it, we all communicate, and if there was a massive mistrust, it was not Ilya. no General. neither Ian would play at PokerStars.
Most likely there was a misunderstanding.

Whether or not it was a fair decision, a small team of their paid experts carefully considered your case, (by thinking about it), and have given their reasons for their proposal to ban you, and lose all the rake you pay them, to management.

I really cannot see that just because you write and say they made a mistake that the team will give an argument to management that they must have been wrong about you and your account should be reopened. (For a start, it would leave them wide open to being sued if you later end up in hospital suffering from some stress-related illness; unlikely as that may be.)

Move on with your life and business. It is simple for you to start streaming your play on another site. Don't even mention the change in your stream. Just do it.

GL

I am grateful and glad that they have people in their team who take care not only of themselves, but also of the people around them. It's like going to a medical center and if you see that a doctor is talking to you not for the sake of money, but for the sake of the hippocratic oath, this one is nice.

We sent a request to the appropriate department and we will wait. Does anyone know if there is a DIRECTORATE on live episodes? and then I plan to go to the EPT in Sochi, can I talk there ?!

Have you followed their Complaints procedure?

11.2

We hope that you are happy with the use of the Service and Sites. If, however, you have a complaint, you can follow the following procedure:

STEP 1: contact Support and provide as much detail about your complaint as you are able to. Our customer service team will do their best to respond to you within 24 hours of receiving your complaint acknowledging receipt. Our customer service team will then respond to you setting out our full response. Such response will be our final decision on the matter.

STEP 2: If our customer service team cannot resolve the complaint to your satisfaction and the complaint relates to a gambling transaction (for example the placement of a bet or wager, the grant of a bonus, account management, or your ability to access funds or winnings), you may refer the dispute for independent dispute resolution free of charge.

If you exhaust our internal complaints procedure, or your complaint has not been resolved within 8 weeks of you having made it, we will send a notification to you setting out further details as to the process to follow to do so.

Our third-party dispute resolution provider is IBAS and can be contacted at: adjudication@ibas-uk.co.uk. For further details visit IBAS' website at: http://www.ibas-uk.com.

You should note that IBAS may reject your request if it considers it to be groundless or malicious, or if you have not undertaken Step 1 of the complaints procedure above.

You acknowledge that we are required by regulation to provide information about each dispute referred to IBAS to the Gambling Commission.

You are entitled to receive a copy of the above procedure on request or upon the making of a complaint.

Alternatively, if you remain dissatisfied with the resolution of your complaint after interacting with our customer support team, you may refer to the EU's Online Dispute Resolution Platform (the "ODR"). For more information please visit their website here, and follow the guidance provided to log your complaint.

Neither IBAS' or the ODR's decisions, nor our response to your complaint, precludes you from bringing a claim against us in accordance with Section 13 below.

13. GOVERNING LAW

We shall do our best to resolve any disputes between us. Any disputes shall be subject to the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales. However, if you reside elsewhere in the European Union, you still have the benefit of any applicable rights under the laws of, and the right to bring an action before the courts of, your country of habitual residence. Nothing in this Section shall limit the right of TSG to take proceedings against you in any other jurisdiction, and if TSG commences proceedings in any one or more jurisdictions this does not preclude it from commencing proceedings in any other jurisdictions.

https://www.pokerstars.uk/tos/

no, I didn’t apply, I just wrote to them by mail and Dylan answered me here
I understand from the link in your post, can this be done?

You should probably consider starting again from Step 1, heading your e-mail to Support with the word "Complaint", detailing everything, in full, to date, and asking where you can request independent dispute resolution if they continue to bar you from further play. Obviously, keep copies of your e-mail/s and their response/s for later forwarding to IBAS, or whoever, if necessary.

Thanks for the help.
God grant 1000 years to your family

I wrote adjudication@ibas-uk.co.uk

For such a letter I was blocked under the pretext that you do not trust our website))
I do not care, I have been playing online poker for 12 years and have spent many hours on the game, but someone does nothing just because a popular streamer and they also give him tickets for free for $ 530-10 300
I think this is unfair and I wrote what I think.
Ps | there will be a lot of free time for your book.

Poker player/streamer Bryan Paris reports that his PokerStars account is currently frozen b/c of "routine security check."

Cross-posted from Twitter thread.

I just got an answer after months))) As I wrote above, "You are a guest in our house and we have decided to break the contract with you unilaterally."
You have a high stressful situation and mistrust of our site)))

Again this is 100% their right to do and since no money was lost, then that's it.
So you did this to yourself.

wrote another letter to support, clutching a needle in the hay
Reading the letter that you sent me on August 13, I still did not understand why I was banned for life, not even temporarily, but for life without warning. Don't you think that this was a cardinally cruel decision, despite the fact that the letter says that I wrote about mistrust of the site? I think if now you look at what they write in contact, intagram and twitter, there are even more trenchant statements, but for some reason people are not banned.

Your wording looks like some kind of formal reply to ban on someone's request. I asked in January to block the replenishment of the account for 3 months, I needed to rest and recover from a protracted downstream and I was blocked from January 17 to April 17. On April 17, I wrote to you, saying that things were going uphill and I even wanted to raise the deposit limit. To which I received an answer only on May 5, while I asked the representative Olga Gaivoronskaya to see what happened with my letter, because for 11 years of using the PokerStars client I had not been answered for so long.

On May 5, you answered me, they say we have a load, and the next answer came on May 17, where you ask me to send you a copy of the bank statement for reasons I do not understand, since my account is verified, nevertheless, I sent you a stamped statement with qiwi. You answered me that the documents were accepted and are waiting for an answer. The next answer that I received from you on August 13, that is, I waited so that I could make deposits for 3 months, in the end I receive a letter from you that my account is blocked forever, after a thorough check.

I'm wondering what is included in this check ?!
I've been watching streams on Twitch, people say that they can't live anymore, they can't hang up and for some reason they don't ban them, although I think any gambling campaign should react to such statements. People on Twitter participate in draws from your PokerStars campaign while posting their id to win a ticket to any event, and on the wall they have anti-Semitism against you, some have racism, but for some reason they are not banned.

Therefore, I am writing to you half a year later to clarify what I was banned for, of course you can not answer anything or write, we do not disseminate the results of the security check, nevertheless, this is serious for life and so you ban scammers, chip dumpers, using a prompt and so on, that I am not such and your decision equates me with such, because you have
blocked me forever without warning.

What's going on at all?

dude, u obv sent a a complaining email about their rng or something because u got unlucky for a long period of time and they explaiuned it to u now that its stressfull for u, if it wasnt u wouldnt have complained.