Hi,

Just wanted to share my recent experience and see if anyone has any advice on how to proceed.

IÂ’ve been playing at Pokerstars on and off since 2010. In 2017 introduced my girlfriend to poker and she enjoyed it so she opened her account at Pokerstars and has been playing there as well without any issues. In the last couple of years she has been playing quite high volume as i was taking a backseat from poker due to commitments at my job. She was paying 1k-2k a month in rake.

Recently i changed job and now have enough free time to focus on poker. She did a couple of money transfers to my account and i guess thats when our account got flagged. On June 6 this year Pokerstars froze our accounts and we received an e-mail requesting to comment on our relationship. We both answered explaining the situation and offering to provide proof that weÂ’re the same household within a couple of hours. They stated that case review process could take a couple of days.
As things stand Pokerstars is ignoring any further correspondence and not providing any phone nr. to which we could reach the responsible department. I had managed to build up a bankroll and was relying on the money to help meet our mortgage payment as we recently purchased a house and expenses related to the move have been piling up.
I understand that they probably have a long pipeline of cases to review but ignoring emails asking for an update seems shady at best and a fraud at worst. I dont think its unreasonable to request an update as their provided timeline has long passed.

Has anyone here been in a similar situation and if so how long did it take to resolve it and what was the outcome?
Any feedback would be appreciated.

In order to proceed we will please require either pics of girlfriend or proof that she's better than you at poker.

I will never understand why people leave more money on a gambling site than they need for any given session, especially when it is apparently money they can't afford to lose. If you're playing on some unregulated funny money site with huge depositing fees, then maybe, but this is Stars.

But yeah, it's not 2010, Stars' support has been going downhill for years, sending multiple emails will not make them work any quicker and will just slow down the process for everyone

Lol how stupid you need to be to A multiaccount B rely on the money from poker to pay mortgage instead of getting that sorted out first. ROFL.

As other people have said. If you need it for your mortgage aren’t stars onto something here?

But no I’ve not had this specific situation. But I did deal with them before on another issue. And they are one of the most pathetic, unprofessional businesses I have ever dealt with (if that helps your query). I’ve now actually been banned from stars. But I wouldn’t play there anyway even if I wasn’t (not only are there now better sites with better offers). But most of all out of principle I wouldn’t play there out of how rude they are!

I read in GG terms that player funds are legally classed as company money I.e.. say GG owed 30 mil and only had 10, they can literally use player funds to pay the 30 mil

So that clause some means I will only ever keep a small amount on there. Where if they steal it, it won’t be detrimental

I HAVE SIMILAR PROBLEM, RESTRICTED DEPOSIT AND WITHDRAWS, I HAVER AROUND 50k ON ACCOUNT. MY STARS NAME kuca86,

Thing is that I haven't been multi-accounting. Me and my girlfriend each had a separate account with no problems depositing or withdrawing money so I don't really see a point in using each other's accounts. Considering that we have been paying them thousands of dollars on monthly basis, freezing money and then ignoring any attempts to reach them seems beyond unprofessionalism or bad customer service.

Does anyone have any insights on how are they investigating or trying to prove wrongdoing in such cases? Seems like apart from using their secretly collected webcam recordings (wouldn't surprise me) they have no way of telling for sure who's been using account.

Also, what's the most likely outcome in case they wrongfully determine that there has been multiaccounting. Is my money or only my account and ability to play on PS at risk here? (After this im withdrawing everything and never returning anyway).

@ricochetace, can you play on your acc?. On my acc i can play normal, but deposit and withdraw are restricted.

My God.


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Just update, my acc is clear. It took 15 days to solve issue

Hey Kuca86. Can you explain please what steps you took to open the account. It's been 18 days for me since my account got restricted pending a routine investigation and I still keep getting the same standard replies from the support services.