Hi,

didnt want to make this public but basically what happened was this.

1) Opened stars on the 25th to play the monday million, this window pops up.



So I proceed to verify my CC, but they only gave me options of credit cards that I used 1,5/3/4 years ago which were expired.

2) I then proceed to guess my old cards number incorrectly so I send them an email stating what went wrong and that it was a poorly stated security question and why the hell are
they asking me about the cards that are expired.

They tell me to send them copy of my gov ID and drivers license, which I do, then ask me for a bank statement with my address being visible (this is a random account verification during XMAS!!!!)

3) I wait a few days cuz its the freakin holidays and the banks were closed, on the 2nd of January I go to the bank, get the statement send it to them. After not responding I send another email, make 2 2+2 posts in the internet poker forum and tweet at them. Nothing.

4) 60 hours+ and NOT EVEN A REPLY. ACCOUNT STILL BANNED...

Just so you know Pokerstars suck big time and can go eat a bag of dix.

What about this makes you think it's a random verification? The screenshot very clearly says they detected unusual activity on your account.

Would you prefer they reopened your account without satisfactorily confirming your identity and deposit methods, or would you prefer a more lenient and careless policy which could potentially lead them to allowing a hacker access to your account?

So you are complaining about the exact thing that people are constantly asking for in the "Many Stars Accounts Hacked" thread?

Fair enough if you are unhappy about their response time, but it hardly looks like "randomly banning" your account.

ok, routine not random



+ I dont even use a script, played on stars almost everyday for 6 years until they rolled out chests, so I dont know what all of a sudden is considered unusual..

So this is no fault of your own? None?

No, what im complaining about is that:

A) They state the security questions poorly.
(asking me about three expired credit cards)

B) Do a routine security check during holidays which they have to know is going take people longer to obtain the requested documents

C) After sending them everything not replying to ANY (email/twitter/2+2) type of attempt at communicating with them.

As with every CC which you get after the old one expires, the number is pretty similar to the new one you obtain + I knew the card number back then by heart so i took a shot.

This is not the point because I explained all this in our email communication afterwards.

You were asked to verify a credit card, you proceeded to incorrectly do so. Are you really surprised that they are going to be thorough after that? You should have told them the card expired right away.

You don't just start guessing things and complain when it doesn't work.

Yeah, trying to guess a credit card number sounds ... uhm ... inferior to

- answering security questions which you have set up before
- confirming security code which will be sent via SMS to your mobile phone
- contacting security@pokerstars.eu for assistance

You had to go to the bank for a copy of your statement? Shouldn't you either have internet access, and if not, shouldn't you have a copy?

What was the unusual activity that they detected on your account?

Idk OP, sounds like you left out a part of the story here tbh

Its not being thorough, they couldve not responded immediately right after I sent them the first email.
They did respond immediately that I should send them gov ID and drivers license.
What infuriates me is that I sent them everything they requested after I typed the wrong card in (which is beside the point here, they can call me, sms verify me, whatever). Its just taking the **** long and they dont respond to any type of communication.

EDIT: Btw them leaving me options only for my expired CCs is way worse than me trying to guess the last one i had, bro.


It was automated so I didnt have the option to answer these questions which obv would be no problem (even tho i have no idea what my security question is, cuz i never had these types of problems before.)

I thought it had to be signed by the bank so I printed it out and requested a stamp, maybe i couldve just c+p it from my email address idk..

They didnt specify. In the email they just stated it was a routine security check.

Dont think so, everythings here.

Having worked in customer service, I can tell you that sending incorrect security information and then being rudely and righteously indignant about it doesn’t move you to the front of the VIP line.

I probably didnt win the nicest customer email of the year award with my tone, but they are the ones asking me an irrelevant security question.

I guess you sure showed them.

My attitude didnt help i get it.

There was a similar story a couple years ago and the poster declared by the end that it was officially an impasse. I guess saying that made him feel better after he donked up what should be a routine sequence of events (as you have done), so you can consider believing/saying that as well for closure and some sense of victory. Hope that helped.

All the best.

I wrote another one, to which they replied <5mins, so I hope Its gonna be resolved soon.

I've never had a credit card number change upon expiration of the old one. In fact, I've had the same AmEx number for 38 years.

Good for you, you proabably wouldnt be having this problem right now.