Hello dear community. My PokerStars nickname is o2o2winAA. I've been playing this platform all my life. This year I received, about the temporarily limited capabilities of my account. PokerStars support requested that I be allowed a request for additional verification of my account, which they requested in January of this year.
The request concerned basic information: personal data, employment data, place of work, sources of income, annual income, investments, sale of a business, sale of real estate, inheritance, gambling winnings. Also request information: for the specified amounts that I plan to spend in my account which they requested in January of this year.
The request concerned the following basic information: personal data, employment data, place of work, source of income, annual income, investments, sale of a business, sale of real estate, inheritance, gambling winnings. Also asking for information: to indicate the amount I plan to spend in my Stars Account per month and year, and whether I plan to deposit funds received from third parties into my Stars Account.
February, I sent documents to the support service for additional verification (the profile of my payment systems, visa cards, web money, and other personal documents), but I did not send the above information, because I did not know what to specify.
After that, on February 11, I received an email from PokerStars support with a temporary restriction imposed on the account until the verification was completed.
Until June 1 of this year, this security check of my account took place, during this time I sent information several times and answered questions on the above data. Although the proceedings took a long time, I appreciate and thank that the representatives of PokerStars never ignored my messages.

On June 1st of this year, I received an email from PokerStars Support with the following:
“Hello, Tanat!

Thank you for your letter.

Explain what exactly you do after being fired in 2021. How much do you receive per month? And also send new statements for 2023 where you will see what salary (income) you receive.

Once we receive this information, we will be able to process your request.

We will wait for your answer.

Sincerely,

Ivan
Anti-Fraud Department"

On June 1 this year, I answered questions in a letter that since the end of 2021 I have not officially worked anywhere, and the only main source of income for me was winnings from poker on the PokerStars platform. For this reason, I cannot provide them with any official data on my salary with seals and signatures. I also want to note that in a response letter, I asked if they needed data about my winnings from poker on the PokerStars platform, to which I received an answer that they themselves would contact me if they needed additional data from me.
Since June 2 of this year, to date, for two months now I have been writing to them weekly, but I receive the same answer: my request is being processed and I have to wait for updates. Support representatives, during this time, as always answered me, and did not ignore me, which I appreciate.
However, I suspect that this security check could have started due to frequent transfers of funds using the web money method. I was born and raised in Kazakhstan, I have lived here all my life. Unfortunately, there are not many methods for depositing and withdrawing funds. One of the convenient means of payment was a web money wallet, however, after Russian sanctions, the possibility of withdrawing from web money to a visa card was limited and only the withdrawal to the master card was left, and the withdrawal commission itself increased to 15%.
Due to the lack of withdrawal of funds from web money to a visa card, I began to make deposits from web money to PokerStars, and withdraw money from winnings to skrill and a visa card, and then made exchanges.

Enough time has passed, I have sent all the requested documents to the PokerStars support representatives and answered all the questions, what should I do in this situation? I really appreciate and love PokerStars. I've been playing there since 2015 and even after the temporary block I don't want to argue with them. However, I want to withdraw my money (about $4,000). Can anyone advise me how to proceed?
In addition, I would like to ask the management of PokerStars to look into my case. I would like to play at PokerStars again. I am not a rogue; If they tell me not to do something, I will obey. Is there a way to contact them directly?
Note. This message has been translated using translation software, so please be aware of any inaccuracies or errors.

You should talk with piratzzz from this thread. He/She had the same problem as you have and he might help you with this problem

Best of luck!

https://forumserver.twoplustwo.com/3...dvice-1824143/

On August 2, I received this letter from PokerStars:
Hello,
Thank you for contacting us.
Your account becomes apparent after performing a standard security check. As a rule, verification takes no more than 72 hours.
The duration of the check depends on:
The amount of data to be collected and measured.
Interaction with others as needed.
We cannot give you any details. verification verification required for gaming security and the protection of all our customers.
Thank you for your patience. We will contact you with the results.
Any questions? Just let us know.
Sincerely,
Naresh
Star support

Also on August 3, they wrote from the complaints department (although I did not write anything to this department):

Hello Tanat!
Thank you for your letter.
Your complaint has been forwarded to the PokerStars Complaint Handler.
First of all, let me apologize for the delay in replying.
We can confirm that your application is currently being reviewed by the appropriate department.
Please note that due to the nature and complexity of your case, processing may take a long time.
However, we do our best to expedite this process and give you an answer as soon as possible.
The following is stated on our website, accessible via the link: https://www.pokerstars.com/en/tos/
During the lockdown, your funds remain in your account, but you cannot access or withdraw them.
We apologize for the inconvenience caused and thank you for your patience.
Please let us know if you need further assistance.
Sincerely,
Olga
PokerStars Complaints Specialist

After silence again, and a week later, on August 10, I decided to write myself.
I sent them additional documents, in the form of bank statements, with the withdrawal of money from PokerStars. Since in the past, this kind of amateur activity with documents without being asked helped to move the case forward.

However, I received this response yesterday, August 10:

Hello Tanat!
Thank you for your feedback.
We have received your documents. Please note that you do not need to submit any additional documents at this time. As soon as we have new information about your account, we will certainly notify you about it.
Thank you for your patience.
Sincerely,
Anastasia
Fraud Department

As of today, I have been in lockdown for 6 months since 02/11/2023. And to be honest, I’m already tired of all this, and who wouldn’t be tired of being blocked for half a year, without access to their money, and the main source of income? At the same time, without explaining the reasons and in 80% of the time, with requests to wait for an update of the consideration.
This is terrible, so I'm already thinking of writing a big letter to the licensee, where I will describe all the above events.
This message has been translated using translation software, so please be aware of any inaccuracies or errors.

"You should talk with piratzzz from this thread. He/She had the same problem as you have and he might help you with this problem

Best of luck!

https://forumserver.twoplustwo.com/3...dvice-1824143/"

Thank you for the link, very similar story with the author of the post, I will definitely ask for advice

Hello dear community. After my last entry here, there were no changes, but most recently on August 19, I received a complete blocking of my account. After I contacted PokerStars support, I received a response from the verification department and requested to verify my account.

After I threw off all the primary documents, this is what PokerStars representatives answered:

Hello Tanat!
Thanks for your letter.
Reviewing accounts for risk assessment is part of our internal security policy.
Your account has not been verified. For this reason, your account is permanently closed.
For security reasons, we cannot provide you with any details.
We understand that you may not be happy with our decision, but it is final.
In order to request a withdrawal of the remaining funds, please provide bank details.
Thank you.
Sincerely,
Alex
PokerStars Support

To say that I am indignant means to say nothing, this standard security check lasted half a year. For the last half a year, I have lived with the fact that this misunderstanding will end, and my funds will be returned to me, along with my account on which I have been playing since 2015.
They promised to inform me immediately as soon as any new information on the verification appears. However, as soon as the check was completed, I was not only not informed about this, but I was confronted with the fact of blocking my account.

And everything would be fine, but since the blocking, on August 20 and August 24, I have already sent my bank details twice to withdraw the remaining funds on my account (about $ 4,000). To which I received an answer twice about what to expect. But how long can you wait? While the standard security check was going on, I waited for months before my request for documents was processed. This whole situation is very annoying, I'm already seriously starting to think about writing to the licensee. It's horrible. This message has been translated using translation software, so please be aware of any inaccuracies or errors.

Hello dear community. My nickname is name on PS o2o2winAA. After closing the account in the post above, I sent the requested bank details to PS support for a refund of the remaining funds ($3840). After which I received the answer to wait for review updates. A week later I found out that perhaps PS no longer works with the bank whose details I sent them. After which, on September 4 of this year, I re-sent all possible bank details, which the PS definitely works with.

Here is the response I received from support@starsaccount.com on September 5th of this year:



After this letter from the PS, I waited a week, but the answer never arrived. Then I myself wrote with a request to review my cases, to which I received the following response from the security service@starsaccount.eu:



This is terrible, almost a month has passed since the blocking (August 19), and my funds have not been returned, although in the letter with the message about the closure, the post above, there was a request for bank details to return the remaining funds.

I don’t want to argue with PokerStars, I understand their workload and that it is not possible to quickly respond to thousands of requests every day, but I myself am in a difficult situation, since the account was limited (February 13 of this year), my funds are on PS ($3840), together with the account have been frozen for 7 months. These are my main savings, I want the PokerStars support team to hear me and also understand what situation I am in and that it’s getting harder and harder for me to wait.

Therefore, I intend to write a letter to the licensee to resolve this situation, I ask everyone who has contact connections with the licensee to write them here or to me in a personal message. I would also be very grateful for help in writing a letter and any other advice.
This message has been translated using translation software, so please be aware of any inaccuracies or errors.

So we can close this topic, PS they returned my funds that were on the blocked account. I thank the support PokerStars, for the fact that throughout the entire journey, they did not ignore my messages and tried to give the answers they could. Looking at the situation now, I mostly understand that I am to blame for it, but in fairness, they did not let me understand in plain text that P2P transactions are prohibited, yet if I had known about such liability and the possibility of losing the account in which I have been playing since 2015 , I would never go for this kind of exchange.

I also want to try to write a letter to the licensee to try to unblock my account, but I’m still sure that there was a misunderstanding, if PokerStars had initially notified me in plain text about their responsibility for P2P exchanges and clearly told me what I shouldn’t do, I would have done so . Because as soon as a complete idiot would risk his account with the opportunity to play at comfortable tables and players, for the sake of some saved commissions.

I really hope that PokerStars will also hear me and understand, and allow me to return to their tables, if this situation does happen, I am ready to leave only one payment system that is convenient for both me and PokerStars and carry out operations for depositing and withdrawing funds only in a pre-agreed payment system system.
This message has been translated using translation software, so please be aware of any inaccuracies or errors.