Hi there 2p2 , here4trades here.

I have been playing in Pokerstars since Nov/18 been a huge whale with poor knowledge of the game playing mostly MTT Hypers and SNG Hypers. A real gambler.
Back to 2020 responsible gambe integrity asked for proof of income to see If I was able to lose the money I was indeed busting there, getting to the clonclution I should be playing no more than 300 usd a month due to my salary. All good I keep playing my 300 a month etc.
June of 2022, I joined a team of MTT players to get coach and get sponsored for 50/50 on my winnings. So After a month in there I asked them to remove my limits deposit and the ability to recieve transfers, asked a bunch of documents, have give them everything necessary. Since then my gives me a message ;

" Your account has been temprarily restricted pending a rountin security investigation. We apologize for this delay " etc.

I've give them everything they asked for , showed my improvement via other pokersites that I'been playing since I started getting coached.
my bb/100 in the past 6 months etc.

I don't know what to do in order to get my account back and play the tournaments I'm missing in my daily grind.



This is the nefarious game play I had back in the day.


and this since I started on with coach and my way to getting professional in the game.


I' feel good playing on other sites, but stars has a plenity of good tournaments that I miss on my daily grind, and by the feel of how their support has been treating my case with lack of propt solutions I don't know what to think about and what to do.

I'm posting this here to see if I can get any kind of advice.

Thanks.

Probably shouldn't have let someone else to play your account.

It was me. I was just a degen.

Here's an update from them now, ya'll see the outcome of this weird situation.

Hey Joaquin, so have they reopened your account with full funcionality?

Not yet, there's an ongoing investigation that's is taking them more than 9 months , I've sent all the requested documentation in spanish and english maybe twice, 3 weeks since they reply the last email. I understand how stars politics works but I feel they'r not taking too serously my case.

Similar case here, even though it's been only 3 weeks since the restriction. Sent them numerous emails regarding the issue, but keep getting the same standard responses from their anti-fraud team. As I understand, it all happened because of the multiple transfers from another Stars client to me because I asked another use to make the transfers to me as I couldn't make a deposit due to the monthly deposit limits being in effect at the time. Another potential reason is that this user who was sending me the transfers was using my Webmoney account to make the deposits which is logical since the money eventually were used by me. And only recently I found out that it is against the rules to share one method of deposit between accounts. So, I guess, I did breach the rules and wasn't aware of this, which sucks, but the thing is that nobody got harmed by it and it is not a money laundering or a multiaccounting case.

I also don't understand why it would take so long to resolve the issue. I just hope at least that I won't get permanently banned from Pokerstars

I think we'r on the same boat, but at the same time in a different one.

I haven't break any rule on my side. I but I had a gambling issue back in the time 2017-2020 so they restricted me and only could deposit 300$ a month which was a % of the paycheck on my old job.
I couldn't play that much on stars so I started using others pokersites looking to twitch and other stuff.
11 months ago I had the opportunity to enter a team playing microstakes and making my way to became a good player, as I was a sick whale all my poker understanding became senseless they were all EV- plays knowing nothing about bankroll managment . Now 11 months after I've climbed into stakes up to 25$ naturally knowing were my game came from and were is going to and making a living out of it.

https://es.sharkscope.com/#Player-St...06%2F05%2F2022

I think you've missed the point of the affordability gambling restriction. They concluded you could only afford to lose 300 a month. Telling them that when they restricted you to that amount, you deposited more on other sites, was almost certain to result in a suspension. They absolutely do not care whether you are now a winner or not.

Anyone who has one of these restrictions imposed on them, should simply move down to a limit where they can win, while building the roll through deposits.

I got your point, but they care if you are a winner or not, because that's how you earn you journey.
Besides of that that's all I've wanted to do, but before I was just gambling out my money without any kind of knowledge about the game, I'm currently employed as a Poker player being coached daily, doing hrc hands , checking my hands histories, I'm no longer employed else were , I no longer afford 300 month, my buy ins monthly exceed 3.5k-4k-
This all happened to me because I asked them to remove my limitations as I was getting into the coach team. Is not like I was gambling more than what I could afford to lose when I asked for it.

Still no response from Pokerstars 9+ months with this.

Hi guys,

My account is closed because Pokerstars asked me some documents about SOW (source of wealth) and finally like two weeks ago I sent them but I haven’t heard back from them.

I would need to know if my account will be opened before SCOOP. However, I can’t contact Pokerstars support through the client since my account is closed so I was wondering is there any other way to contact them?

The old email address of their support is not in use.

Today i tried to make a complaint about the current situation, stars support didn't address the complaint, the complaint direct email is no longer monitored.
They didn't address proprerly as their ToS says about the complaint at all.
I still don't know how to proccede as this is an almost 10 months issue without having a clue on what to do, as waiting for them for a resolution doesn't look something near to happen.
Lot's of documents. I feel like they not adressing the issue at all.

An update of my situation :

I tried to email the above address and it says its not available to email.

How did you get through to complaints? I tried to do it through their live chat but got stonewalled.

I've also got stonewalled on their live chat.
I've done direct email and via their contact form also they have the Complaint option.
Maybe if you link them to their own ToS u may have an answer.
Anyway, more than 10 days after they lodged the problem and no solution so far.

Today's update.



And then after sending documents




and here my reply , as I don't know why my winnings of poker should go to the bank.
But luckly that's were I got my money.

Anyone?

no updates so far another 2 weeks w8ting , enough evidence to clear my name as gambler I think, so far 10+ months being unable to play.
Emails sent to complaint team get answered by another department.

Yeap this issue has taken me 10+ months with my account currently without the ability to play.
It might take a lot of time to them.

Last Friday I recieved an email in spanish (rare because I was talking with them in english ) asking for the same documents once again.
I belive this has become absurd by them, and I have to keep w8ting.

Finally after months, I got my account back.

Hello. I received an email as well about source of wealth. How you know if it is legit? What email do they send from? There isn't a notification when you log on and it shows that message?


How long did they give you before they block or lock your account when you say you replied back to them 2 weeks later? You can contact them through the client? I know their email support use to be great years ago but all I am hearing is it has been bad since then?

Did they change their email contact? I thought it use to be support@pokerstars.com or support@pokerstars.eu?


So that is the email to contact for any account or security issue?


Regards.