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Pokerstars.eu does not offer real money games in Germany Pokerstars.eu does not offer real money games in Germany

05-17-2023 , 02:49 PM
What has happened? I just tried to play on Stars and get the message:

We are sorry, we do not offer Real Money gaming in your area.

I am from Germany and played real money games just three days ago.
Also, I am not the only one getting this message.

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05-17-2023 , 04:22 PM
They're having some sort of maintenance or whatever for the German players, it will last for a day or two. Confirmed by Spraggy on his stream just now.
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05-19-2023 , 03:19 AM
Did the migration process work flawlessly with everyone? I migrated but then I couldnt verify my address. It said its not correct despite it being the same as on the .eu account. Now I am out of attempts and it says I should try later again but even after 8hrs I am not able to try again. Contacting support isnt possible. The help site in the client doesnt work and if I try to get it done through the website I always have to confirm the address first which I cant do and I get logged out again.
Wrote an email to the support-address and it replies that this email is out of service I should try via messenger channel which I cant get to. Any ideas?
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05-19-2023 , 01:46 PM
Finally got a reply through twitter but they are saying I should contact Schufa. Seriously what the ****. I had a validated account and these guys do this **** while SCOOP is running. Not sure what happens with my phase 2 seat as I see most germans have been removed for now. I have tried every combination on my ID now, doesnt work.
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05-20-2023 , 11:49 AM
Exact same for me. But I was not able to contact them yet. So I have no clue what I am supposed to do.
I was not able to even get them my ID to initiate the verification process. It keeps saying: "not possible at the moment. Try again later".

Last edited by Roquer; 05-20-2023 at 11:50 AM. Reason: typo
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05-23-2023 , 06:43 AM
Hi guys,

did you get any responses from Stars yet? Could you resolve the issue?

Donīt know, maybe all you guys already found the solution and I am a little late, but I found a workaround that was mentioned here in the commentary section. (https://www.pokerfirma.com/news/umzu...tars-de/805311).

Summary:

--> As soon as the window with the QR-Code pops up, take a screenshot inmdediately before it closes ! Then scan it with your phone and follow along.

For me it did not work with the phone either, but by scanning the code I obtained a link, which I then sent to my email and openened it in my notebook.

Now you can start the process for verificaton, takes less then 5 minutes ;-)

As I said, maybe I am coming a bit late with the workaround I found , but I hope at least to some of you it can offer some help.

Best regards!
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05-24-2023 , 01:37 AM
Simmilar probs here: ID verifiation bounced during the process as with you guys ... tried for days until it worked in the early morning hours on monday (although with a few reloads of the page and multiple attempts) ... got my confirmation mail stating that my validation was completed soon after.

I still can`t play though since my account was put under some security investigation while I was not able to re-validate my ID:
“Your Stars Account has been temporarily restricted pending a routine security investigation … These checks are usually completed within minutes …”

This "validation" is going on for days now. I was able to submit a message via the chat and got a standard Mail responce stating that "our Specialists Team is currently working hard to reach the best solution as soon as possible" - no word about any specific issue at all.

In the process of moving to the DE account Stars also contacted Schufa again (I get notifications about every inquiry about me). Since nothing changed on my end since my initial registration (two weeks before the move) I am wondering what is going on ...
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05-24-2023 , 05:37 AM
Hi Random Dude,

in the commentay section of Pokerfirma, a guy commentated who seems to have some insider infos.

He said, that stars outsourced the verification process and therefor sent all our passports to a company. But since some of the players have sent their passports years ago to stars, some of them now are not valid anymore and people got new ones, hence the data to verify does not match. But "they are working on it".

Of course I donīt know, if thatīs really the problem, but at least it would make some sense.
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05-25-2023 , 01:35 AM
Hi Horst,

thanks for the link - seems that everybody in germany is kinda stuck without the possibility to play or withdraw. I guess it will take quite some time until they managed to go through all the accounts if it is a handish job.

what a clusterf*ck ...
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05-25-2023 , 09:26 AM
Hi Random,

absolutely, the whole transfer process is just a desaster and a shame for a company like Stars. Not only werenīt they able organize it properly, but now their (NON-)communication is really unacceptable and for me hard to comprehend. I mean, just write a standard mail to every german player apologizing and explaining a bit whatīs the issue.....

Instead......Stars decided to ghost his german clients......concrats to the managemant!
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05-25-2023 , 02:10 PM
Holy ***. I finally got through the chatbots to the real support and she finally got me a link where I could upload my stuff without the silly QR code thing that wouldn't work (Wtf. How bad can you program if this is an important thing, what a desaster, nice workaround with the screenshot, guys, lol )

Result so far: nothing. Uploaded. Got no feedback. My account was suspended temporarily because I was not validating in time. Which is not correct.

Last edited by Roquer; 05-25-2023 at 02:12 PM. Reason: Good buy scoop. Have a stack in one of those phases obviously.
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05-26-2023 , 01:19 AM
my account validation was succesfull - am able to play again.
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05-26-2023 , 10:27 AM
How did you hear from them? Did you get an email? Did you try to open the client and see whether your account is still suspended?
I did not even receive feedback that they'll check my uploaded documents...
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05-26-2023 , 11:00 AM
tried to join tables and tourneys frequently with the common investigation message in the last days ... then I got an email last night around 2am german time with subject ".DE - Account validation completed" ... I checked around 7am and was able to play again
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05-26-2023 , 11:39 AM
@Roquer - did not get feedback concerning progress - only final notification about success
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05-26-2023 , 08:54 PM


So apparently Germans who had made it to day 2 / Phase 2 of any multi-day tournament, just had their stacks killed. Only German accounts (and a single Hungarian) are shown as "eliminated" in the day2 lobby, otherwise it just displays the players who are still in (qualified on day1)
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05-28-2023 , 03:25 AM
Quote:
Originally Posted by Roquer
How did you hear from them? Did you get an email? Did you try to open the client and see whether your account is still suspended?
I did not even receive feedback that they'll check my uploaded documents...
Does it work for you again?

In my case I sent the documents via chat once and then the next day again via the verfication process using the "screenshot-method" (hahaha), I did not recieve any responses, but I can play again since friday night (just tried and worked).

In a Discord Croup I saw a screenshot of a twitter message from some stars manager, who stated that they finally found the error. Accounts with a SPACE in the username and/or "Sonderzeichen" seem to make problems, they are apologizing and are already in the process of fixing the issue....
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05-28-2023 , 05:17 AM
Interesting. Very interesting.
No, I still can't play. I was trying to verify my docs again in the morning. I came a bit further in the process, I was able to choose documents to upload (using their "regular" process, I uploaded them already with the link from the support guy but nothing happened so far). Then I may be not fast enough pushing buttons but just before I could hit "Send" it broke down with the same error message again ("Verification not possible at the moment"). every retry fails again, I delete cookies and everything to re-initiate the verification process, no chance. Errors.

Needless to say I have a Sonderzeichen in my first name. Who would have thought that German names could have these?

Ah, you mean stars name? My stars name is "clean" though. Just normal characters and numbers.
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05-28-2023 , 08:53 AM
Good news. After another five tries I got a "selfie" posted with their tool via my mobile phone, I received a few more error messages that it did not work but then I surprisingly got an email stating that my account verification was successful. I am still confused but it seems that I can play again.
It would be lovely to get my Phase-2 seat back but at least I can start bleeding again...

Last edited by Roquer; 05-28-2023 at 08:55 AM. Reason: I mean it took only five or six days *shrug*
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05-28-2023 , 09:46 AM
glad to hear this @Roquer, hope everything is working ;-)

just FYI....here the message I talked about earlier

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05-28-2023 , 12:04 PM
Quote:
Originally Posted by Roquer
Good news. After another five tries I got a "selfie" posted with their tool via my mobile phone, I received a few more error messages that it did not work but then I surprisingly got an email stating that my account verification was successful. I am still confused but it seems that I can play again.
It would be lovely to get my Phase-2 seat back but at least I can start bleeding again...
Maybe you could try asking for an ICM refund based on the value of the lost stack?
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06-01-2023 , 08:05 AM
Quote:
Originally Posted by 0815Horst
glad to hear this @Roquer, hope everything is working ;-)

just FYI....here the message I talked about earlier

@0815Horst

Thanks for sharing.

My account has been stuck in the migration for two weeks.

The button to accept the terms and services is grayed out and the 15 different support agents keep saying to press the button. It's madness...

Do you happen to have the contacts of the two dudes in the screenshot? Can't seem to find them on twitter nor discord.

Thanks
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06-01-2023 , 04:18 PM
Please ignore the previous message.
Found the PokerStars Discord server and will try my luck there.
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