Hi,
I want to tell you my story ( It’s probably the story of thousands of other people ) on how Pokerstars doesn't care about it's players and how if you have any issue, you will not get any kind of support from them or if you are lucky you will receive a copy/paste template response.
Example could be their Twitter posts:
Anyway, I'm a low-stakes MTT recreational profitable player. I have a full time job as a software developer, but recently due to COVID situation and being locked inside my house I started playing more low-stakes MTTs on Pokerstars.
In the past two months while at the tables the software connectivity started to lag while playing. I have to admit that it was not happening every day.
It started with losing all the chips or being sat out at the tables and other people benefiting from my chips. For some MTTs I was given the money back, but for some that I was in the money I never received anything.
I was obviously annoyed by the hours and the expected value I lost, but stupid me always said “It’s okay, it's just a few dollars. It doesn’t matter. They are gonna fix it. There is no way Pokerstars as a platform can have such bad software for their users. They are a regulated gambling company with lots of responsibility towards their users”.
As a lot of you know, it never stopped and SCOOP 2020 came. 85 Millis for the total prize pool and I told myself that I need to try my chance.
I registered on Thursday, 30th of April, in SCOOP-02-L 22$ and SCOOP-02-M 215$.
What happened right after it started? I lost all my time bank for both tournaments and I lost a few blinds, but who cares, right? I was frustrated and annoyed and what did I do?
I sent an email to the support team. Did I receive any response? NO.
What stupid me did? Continued to play the SCOOP events with the same issues, but then I thought it’s better. The Pokerstars platform was lagging, but I was at least able to check, bet, fold etc. I was always afraid that at any moment I might lose money again.
Unfortunately, for me that’s not all. What made me write here happened Monday, 4th of May.
This Sunday, I played some SCOOP tournaments again and after 9 HOURS I managed to pass on the second day of the 109 Warm Up SCOOP.
I was happy and sad, because I lost a few flips before the end of the day, but I won in the past tournaments from 1 blind left so I thought that I can always come back from almost 5 blinds.
Monday came, 20:05 EET came, and guess what happened? The tournament started, but I was not able to play. It was taking like 30-40 seconds for a simple fold. I did the stupid mistake to think that maybe I can restart the platform fast and go back to the table with no issues.
You probably already know what happened. I never managed to get back to the table, and my chips were divided probably between the people who won my sit out blinds.
Frustrated and angry I wrote an email to the support team, but I don’t know what I was expecting. They did not answer any of the previous support emails.
I wrote on Twitter ( Both tweets and direct message ), but they did not respond, of course.
Then I wanted to live chat, but I was not able to see the option when you click on Software/Connectivity issues or other similar issues.
I told myself that maybe they have the live chat option enabled for deposit issues ( Of course, they don’t want to lose money, right? )
AND THEY HAD IT ENABLED.
Chat opened and I stated my last problem and the lady in the chat said that she has to speak with some experienced poker manager or something like that.
I waited for a few minutes and here is her response:
She basically said “WE DO NOT CARE THAT YOU LOST ALL THE 9 HOURS THAT YOU PLAYED AND ALL YOUR 5 BLINDS AT THE TABLE. YOU WERE ALREADY IN THE MONEY.”
I said that it’s not possible . “THEY STOLE MONEY FROM ME AND GAVE IT TO OTHER PEOPLE AND THOUGHT THAT IT’S FAIR.”
I want you to think as a poker player:
How would you react if you would play on a platform that would make a player have more chances than you. Would you still play there?
I guess the answer is no, but then why do people still play on Pokerstars?
I don’t think there are any other words to say here, but it could have been you or any other person.
And it actually is. I read that a lot of Eastern European Players are affected by their software.
Some people might say . “You may have lost a few hundred dollars. Get over it.” or “Do not play on Pokerstars.”
I will answer that it’s okay, I will survive with the money lost, and I will not play on Pokerstars in the following period or maybe never.
Some of you might also know how Pokerstars contributed to Black Friday in Poker and what they were doing to allow people to play illegally on their client and how they were paying them.
I want you to imagine also what was happening before COVID on Pokerstars ( Players number decreased, guaranteed prize pool decreased, I’m not familiar with cash rake, but I know from playing a few home games that’s very high )
I guess it proves that Pokerstars doesn’t care about what happens to the players or the games. They want the money ( rake ) at any cost.
Some of you might say that, because of the COVID situation the platform can’t handle so many players.
That’s okay too, but why do they let people play if their server capacity doesn’t allow it?
Pokerstars can find any excuse, but it doesn’t have any. They just don’t care about the players. They only care about making money with whatever cost.
And they will continue to lose customers when the COVID situation will finish around the globe, but till then their broken poker client would have stolen millions from poker players.
The issue I had might seem like a small one, but I had friends that waited for more than 1 month to have their accounts verified even if Pokerstars allowed them to deposit money. Why would you allow someone to deposit money and lock the account?
I never had withdrawal issues, but even the fact that you can’t withdraw your own money after 24 hours from your last deposit is dodgy. It’s my money, why can't I withdraw when I want?
I can understand that some of you might make money there, but there are too many issues and one day they will be a jerk with you.
At this moment I feel that any issues you have ( software, deposit, withdrawals etc ) if they don’t want to solve it or if they do not want to respond, you cannot do anything.
Literally, anything. Waiting and complaining would be your only solution.
Your money is in their control. You would expect more from a company that it’s regulated by gambling authorities, but unfortunately it’s not.
I will continue to formulate a complaint to the Romanian authorities and if I receive a response I will post it here.
Thanks for reading this long post.