How did you get to live chat? I saw the button during the first week but now no matter what time of day I check there is no way to reach live chat.

I was able to access it by running a prohibited program! Running TeamViewer doesn't allow me to connect and the warning that pops up has a live chat button. Although it starts by automatically asking for you about the software/Geolocation issues as soon as I started asking about my specific issue they immediately assisted me.

That worked to get me to live chat. But they were not able to help me.

Made a 500$ deposit and my account was immediately locked. They sent an email requesting alot of sensitive information including bank statements.

I'm not giving my bank statements to anyone. I asked for a refund instead in the email. They ignored my request.

So now I guess I have to chargeback.

If they want verification they should ask for it before taking any deposits.

I suppose i'll give it to the end of the day to hear back via email, I really don't want to get blacklisted for chargeback but I also don't want to held at data gunpoint for my 500$.


Will update thread if they decide to resolve this issue or if I have to get my bank to resolve it.

I wouldn't type in all caps to a bunch of people who aren't the cause of the problem and apparently don't know the answer to your question. Direct your shouting at PokerStars, not this forum.

No, I'd be going through all the possibilities to contact them directly, rather than posting on a forum in all-caps, waiting for someone else to tell me to go through all the possibilities to contact them directly.

Knock it off with the all-caps please, and thanks.

So I was able to connect to a different rep and they basically said no refund. The money is locked unless I send them everything they request. I agreed to send everything except the bank statements and even agreed to start a new bank account seperate from my main one just for pokerstars. They still refused.

I exhausted all options.


I will be issuing a charge back with my bank. I'll update thread on resolution.

Chat log below


"Boldchat
Live Assistance
Can you help with the "Outside New Jersey" error on desktop?

[Kevin]
Hello today!

Hi kevin

I'm having a big issue with pokerstars right now.

[Kevin]
Sorry your acing this XXX

[Kevin]
Let me find your results

I had to connect to a vpn just to get to live chat because the email support team will not respond to me.

since you guys only let people get into live chat if they are having connection issues.

Anyway I made a 500$ deposit and my account was locked.

They want alot of sensitive documents from me to verify my identity.

I dont mind the utility bill or the card or the ID

but i will not send my bank statements to anyone

So instead I want a refund

[Kevin]
Oh Ok

IF i change my mind I will start a new bank account just for pokerstars

but you are never getting my main bank statement

[Kevin]
We will need to verify your trasnaction as requested before we can assist you anyfurther

So chargeback is my only option?

Keep in mind if go through this hassle I will have to chargeback all my deposits not just the most recent one

[Kevin]
once the security flag is triggered it needs to be cleared before any further action can be taken
"

A lot of complaining in this thread, but I for one have had no issue other than needing to wait 30 days to get a deposit limit increase. Software running smoothly, questions answered via chat almost immediately, lots of good action.

Even had a super soft 3/6 limit game running last night which took me back to the old days of the Party skins.

Good stuff all around

You will end up being banned from pokerstars.

I understand this but if my option is let them have the 500$ and not be able to play or get my money back and not be able to play then I choose the latter.

I will not send my main bank statements to them. I know that much.

I will happily start a new bank account just for stars but they will not compromise.

Have you asked them if there's anything that you can redact from your bank statement, or does this not help you?

Starting a new bank account isn't going to help them; they want to see information for the account you already deposited from.

Could be a long shot here... but does anyone live in Milford Pa?
It’s about 2 hours from my house (Ny) and I wanted to drive to play that PAcoop main event dec 15th

Only reason I ask is because it’s close to the NJ / NY border and I am not sure if it’s worth trying just to be rejected

Exactly. Black out all the sensitive information on your bank statement, except for the account number you used to make your deposit, and your name and full home address. Later, you should also be able to use it for withdrawals.

For me, PayPal was problem-free for my first deposit (and it's practically a must if you also buy or sell on Fee-Bay).

Yes, I noticed that last night (but did not jump in)... Would love to see more LHE going more often.

You're only allowed to redact numbers on the debit card. They want everything else visible on your bank statement.

Which for me would mean the exact dollar balances in my accounts, as well as purchases/deposits.


I hope you guys are not sending your main bank statements to these guys, if someone has a copy of your ID, your dollar balances in your accounts, your social and your address they can withdrawl all your money and start loans in your name.

It is a security nightmare.

I don't see why they can't just refund the money and I start a new account and deposit from that account moving forward. Is that really so much to ask? Also why is this information not required before the deposit and only after. It gives them so much leverage over you. Unethical and possibly unlawful.

Anyway I just processed the chargeback as "Services not recieved". Stars failed to provide me access to the funds I deposited, that service is their obligation and it was not met.


So this is pretty much resolved for me. Good luck to everyone else, i'll stick to brick and mortar casinos.

It's been well over a week, how many more weeks until you believe they should reply?

you guys should be very grateful to have regulated poker

the rest of us have to deal with bots, cheats, colluders god knows what else and site bannings if you do somehow win despite being cheated

Trust me, I'm grateful but I'm also confused. Pokerstars support use to be the best in the industry back in the day. I just hope that there lack of support issues is fixed sooner rather than later on the .PA site. Does anyone have the email address of the .NJ site? I haven't been able to get live support and can't find a button to bring them up either.


I also can't think of one poker site that I played that I didn't have to email support at least once.

Not unlawful under GDPR provided the company has lawful purpose (that would be consent and/or contract in this instance) and fulfills the requirements required by GDPR

https://www.pokerstars.uk/privacy/ (scroll down and you will see the reference to using financial data, and I expect you clicked a box saying you have read TOC including privacy policy somewhere in the sign up process.)

In short, Pokerstars misuses any of your personal data the Directors can and will be prosecuted, so it is pretty damn safe and anyway, Hobson's Choice.

And I know PS is based outwith the UK, but GDPR applies nevertheless.

I love this stuff...I make a decent living out of it

Wise choice, whatever

I'm happy to have regulated poker, especially after some player pool merging with PA occurs, but it's not like the state regulators actively work on identifying bots, cheats, and colluders. It's basically up to Stars, party, and WSOP to police their own sites just like elsewhere. And I would imagine you're just as susceptible to being banned if they are suspicious of you for whatever reason.

support@pokerstarsnj.com

Anybody know where the Stars Rewards Store is? I can't find it and I don't feel like waiting a week to hear from support

Not the best choice, IMO; had it been me I wouldn't have given up so soon. But I get it; sounds like a frustrating experience.

Cool, but that doesn't really change anything. People who would have been looking to what PA law says should still be doing so, because I'm pretty sure that if PA law doesn't allow it, Stars would have to abide by that in PA.

But...it doesn't seem likely that PA would have a stricter law on privacy than the GDPR, so I expect it's legal. Of course, as is probably pretty obvious, IANAL.

Edit to add: That said, you're right that this: "Pokerstars misuses any of your personal data the Directors can and will be prosecuted" should give people some confidence.

This was a bad choice. This has been standard request from ROW poker sites for a long time. I'm sure it could have been negotiated to have balances and other critical information blanked out on the statement. I wouldnt be so fearful of a state side regulated site. Unfortunately I would prepare for and not be suprised at all to find yourself black listed from all forms of online gambling from poker to sportsbook within the state through any site as a result of the charge back.

Maybe they would allow a blacked out bank statement... after 15 days waiting to reply to one email. Which most likely would be a scripted response not even recognizing the original email. I wouldn't have done a chargeback but I don't blame the guy at all. Stars needs to get it together. They totally botched everything in NJ and scared players away...

I work for an online casino (not Stars and not in PA). The user agreement you signed up for states that you may be asked to provide documents to verify your identity and financial accounts so that's on you.

I don't know why they suddenly locked your account and requested your docs. At my casino you would have to be sharing a bank account or have suspicious GeoLocation issues (like sharing a device with a dozen people or using software designed to mask your location).

Mind you, you don't have to deny all of those things as I do not care and am in no position to know if you are being honest. I am just saying the flags we use. PS has their own criteria which may be more stringent, I have no idea. Regardless, you agreed to send docs if they asked and they're asking.

Also, sending the bank statement is not a big deal. What they need generally has less information on it than you already gave them when you deposited (many statements only list the last four digits and most do not have the routing number).

At my casino (and again, PS may be different) we don't care about the transactions, balance and stuff like that. Send them the first page and feel free to redact anything except the account number and your name on the account. At my place as long as we got that and it was in your name and not a business account, you'd be fine.

Yes, you can issue a chargeback. There is no promise you will have it stick since you admitted to making the deposit and you agreed to their terms to send in docs if they asked. And even if they lose a representment, you'll be banned from PS PA and possibly other PS sites. It might even affect your standing at other online casinos since the PGB may share that kind of thing with other license holders, and it may prevent you from going into brick and mortar casinos affiliated with Stars. That's a lot of places you could potentially be 86'ed from.

It's way easier to send them the bank statement that already has less information on it than you freely gave them, but hey, you do you.