Hi, if any PokerStars reps can assist or anyone has some advice I'd be grateful.

I created a new PokerStars account, and after a few days of playing NLHE hands with play money, I deposited $120 CAD from my credit card in order to play real games. Right away my account was locked and Stars Security emailed asking me to send documents for KYC.

I sent the requested docs and their response was
"We've determined that the documents you've sent don't appear to be legitimate or genuine. Please send us unedited documents, and ensure that all the details are clear, unobstructed, and authentic."

Of course my documents are real plus I sent high quality scans, so that response seemed unusual. Anyways I continued to send every document and photo they asked for and then finally they emailed back with
"We're sorry to tell you that your account didn't pass this recent screening process and that we've closed it permanently."

My responses to them have been tactful and professional, but since I have no experience with online poker sites, I'm not sure how to proceed with this. Would appreciate if they could either reinstate my account or return the funds.

Jeff

Pokerstars is staffed by the most incompetent chimps imaginable. It truly boggles the mind how anyone can be this ****ing stupid.

according to their rules
when the account is closed, the money must be returned to the player.
if the rules of the site were not violated.
But these are stars, after all =) there is a clause of the rules that the company can make decisions on its own and spit on the user.
(you can send a bank statement, there can no longer be doubts about the authenticity)
Write that since the documents did not pass the check, ok, return the invested funds if you cannot provide my violation.

but according to the old post
https://forumserver.twoplustwo.com/2...=#post51681600

it is very likely that the rules were violated after all

Seems odd they would refuse to discuss the details. How do you resolve something that might have been easily fixed if you refuse to discuss the details? Unilateral account termination (with no recourse) can have a huge effect on online poker players. I would not be a happy camper at all if this happened to me.