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Old 07-02-2019, 02:23 AM   #1
piachu01
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PokerStars account "frozen" without any information; re RSA Security Token

Hello,

i really dont know what more can i do so i hope i will get help here somehow.

On Sunday my token went out of date so im not able to login (yes i should keep that in mind but i forgot the date. Also i ve lost the list of one time passwords when i was changing my flats.

But i had that issue few years ago and it was resolved in 30minutes.

Now its 2 days and support is clearly ignoring me.
For most of you my bankroll is pretty small but it is a lot of money for me and i dont have any access to it. I asked them to do manual withdrawal but no answer.

From stars security i received one mail on sunday that they receive my email and i shoud wait. From standard support email i received one email for my follow up than they forwarded my email to correct team but no answer except that, no details no nothing.

What should i do now? Can i call them in any way?

Thank you for your help
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Old 07-02-2019, 02:32 AM   #2
ac3play
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Re: PokerStars account "frozen" without any information

From what I read in threads on similar issues, you would increase your chances by reaching out to them on social media (twitter, fb). However, these days it could be that your case isn't considered urgent enough for them to bother unfortunately. gl
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Old 07-02-2019, 03:11 AM   #3
piachu01
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Re: PokerStars account "frozen" without any information

Thanks, but it doesnt sounds good.
I know that there was some stars workers on the forum but dont know if they would are as well. it is really weird to not have access to my money with braking no rules at all
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Old 07-02-2019, 04:55 AM   #4
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Re: PokerStars account "frozen" without any information

piachu01,

Sorry, but you're just going to need to be patient and wait for them to phone you. That's just the way they are these days.
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Old 07-02-2019, 05:02 AM   #5
piachu01
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Re: PokerStars account "frozen" without any information

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Originally Posted by Josem View Post
piachu01,

Sorry, but you're just going to need to be patient and wait for them to phone you. That's just the way they are these days.
So i understand you have been in similar situation? How long have you wait?
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Old 07-02-2019, 05:12 AM   #6
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Re: PokerStars account "frozen" without any information

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Originally Posted by piachu01 View Post
So i understand you have been in similar situation? How long have you wait?
Join date: 2008

Asks josem that question
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Old 07-02-2019, 05:20 AM   #7
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Re: PokerStars account "frozen" without any information

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Originally Posted by piachu01 View Post
So i understand you have been in similar situation? How long have you wait?
I led the project to design and implement the Account Security Enhancements for PokerStars around 11 years ago. When we designed that system, a PokerStars staff member would be able to call the player within a few minutes, hours at most.

After leaving PokerStars several years ago, I didn't use the RSA Security Token, but rather, the SMS Validation service, 'cause it was free and offered very good security for me.

*Given I live in a relatively remote and small phone network jurisdiction, and use two-factor authentication on almost everything, I wasn't very worried about a potential hacker figuring out my password and then somehow porting my mobile phone number.
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Old 07-02-2019, 07:15 AM   #8
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Re: PokerStars account "frozen" without any information

Same here it expired Sunday and didn't realise it was expiring. I can't log in, waiting for them to reply. Last time I lost it they called me within 30 mins and I was already playing.
Hoping for them to disable it before next sunday.
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Old 07-02-2019, 07:24 AM   #9
piachu01
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Re: PokerStars account "frozen" without any information

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Originally Posted by 1gambler View Post
Same here it expired Sunday and didn't realise it was expiring. I can't log in, waiting for them to reply. Last time I lost it they called me within 30 mins and I was already playing.
Hoping for them to disable it before next sunday.
They didnt even call me last time. I just got an answer after 20minutes that the unpin the token and i could play. Its sad what happened to Stars withing last few years
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Old 07-02-2019, 09:24 AM   #10
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Re: PokerStars account "frozen" without any information

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Originally Posted by piachu01 View Post
They didnt even call me last time. I just got an answer after 20minutes that the unpin the token and i could play. Its sad what happened to Stars withing last few years
Woah, that should not be happening, if your report is true, then that's a big security risk - it undermines the whole point of two-factor authentication.

You should report this to PokerStars so that they can take appropriate action to fix this serious security hole.
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Old 07-02-2019, 11:30 AM   #11
piachu01
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Re: PokerStars account "frozen" without any information

Now im not reporting anything just waiting to be able to login to my account
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Old 07-03-2019, 01:49 PM   #12
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Re: PokerStars account "frozen" without any information

i had the same issue, follow starssupport on twitter and dm them
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Old 07-05-2019, 01:44 AM   #13
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Re: PokerStars account "frozen" without any information

Stars support doesn't give a flying *** anymore these days. I went on twitter, tweeted, DM'd the support but they said that it's an issue of the security team, not the twitter support. It took them 2 months to send a mail where they ask for my preferred payout method, trying to get rid of me and give me my rolls back. They also froze my account, and never bothered to give me any reason why. Was in a session and suddenly got kicked out of the software with the popup saying accounts frozen message security@starsaccount.net for more information. But nobody responds and it's extremely annoying and definitely irresponsible to put it in a very nice way.

Definitely some shady **** going on over there. I am waiting for another 2 weeks at least now. Stars is definitely dead for me
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Old 07-05-2019, 03:35 PM   #14
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Re: PokerStars account "frozen" without any information

why cant you send them an email OP?
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Old 07-06-2019, 06:18 AM   #15
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Re: PokerStars account "frozen" without any information

im in the same situation. I knew my token expired at the end of the month so ordered it on the 19th, they only shipped it on the 27th so it expired. Now i cant log in without restrictions.

I emailed them Wednesday, just got a copy and paste reply from the help section of the website and they didn't even read the email. I explained it had expired and i cant activate my new one. But they emailed me the instructions on how to activate my ever 1st token.
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Old 07-06-2019, 08:11 AM   #16
Bobo Fett
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Re: PokerStars account "frozen" without any information

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Originally Posted by royserpa View Post
why cant you send them an email OP?
It's usually good to at least read the first post before responding to a thread.
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Old 07-06-2019, 08:53 AM   #17
U shove i call
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Re: PokerStars account "frozen" without any information

Yes this happened to me 4-5 years ago. The best way to avoid it is disable the RSA token manually a few days before it expires. It does give the exact date it will expire on the back of the token. Realise this doesn't help the OP now but will hopefully prevent the same issue for others in the future.
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Old 07-08-2019, 04:12 PM   #18
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Re: PokerStars account "frozen" without any information

8 days no response at all.
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Old 07-08-2019, 05:37 PM   #19
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Re: PokerStars account "frozen" without any information

Quote:
Originally Posted by piachu01 View Post
They didnt even call me last time. I just got an answer after 20minutes that the unpin the token and i could play. Its sad what happened to Stars withing last few years
I will voice your complaints to the stars owners. pretty ridiculous how long the customer service is taking. right now their focus is moving into sports betting in usa. But they need to give you guys faster customer service especially if your account is locked. I will see if they know about this slow customer service. Workers might be lazy knowing they are busy with sports betting right now with fox sports.
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Old 07-08-2019, 09:06 PM   #20
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Re: PokerStars account "frozen" without any information

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Originally Posted by Bobo Fett View Post
It's usually good to at least read the first post before responding to a thread.
Sorry, man. Was kinda sleepy at the time and was just trying to be helpful
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Old 07-10-2019, 05:15 AM   #21
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Re: PokerStars account "frozen" without any information

Same problem here. Mine ran out on the 30th of last month and I have since sent three emails and had no reply.

I haven't played much for the last four years and I know things went down hill when Amaya took over, but to not get any sort of reply in ten days is shocking.
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Old 07-10-2019, 02:24 PM   #22
royserpa
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Re: PokerStars account "frozen" without any information

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Originally Posted by roddy View Post
Same problem here. Mine ran out on the 30th of last month and I have since sent three emails and had no reply.

I haven't played much for the last four years and I know things went down hill when Amaya took over, but to not get any sort of reply in ten days is shocking.
Maybe contact them on social media will do the job.
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Old 07-10-2019, 07:01 PM   #23
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Re: PokerStars account "frozen" without any information

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Originally Posted by royserpa View Post
Maybe contact them on social media will do the job.
Thanks I'll give it a go.
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Old 07-11-2019, 07:11 AM   #24
1gambler
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Re: PokerStars account "frozen" without any information; re RSA Security Token

12 days and counting, contacted twitter support 2 days ago, they said they will get it sorted still no luck.
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Old 07-15-2019, 05:05 PM   #25
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Re: PokerStars account "frozen" without any information

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Thanks I'll give it a go.
Any update bro?
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