Quote:
Originally Posted by pLAYERsvk
been a month that my account been locked for "routine security check, done within minutes"
after first 2 weeks they asked for my id / selfie / utility bill..
2 weeks passed and nothing..
no reason, nothing... my tournament tickets expired, lost rakeback from chests, my money locked for a month and cant work...
how did pokerstars turn from best customer support to worst is a mystery..
I ve had this exact same issue last year..first time no reply for 3 weeks.. then asked me id/bankstatment/etc even though they had it all since I was playing for more than 10 years..After 1 month they opened my account but also lost all tickets and exclusive poker challenge no compensation.
Then after a few months they did it AGAIN..same thing like before but now I got super angry, spammed their social media, sent many e mails since I was fuming and this led to permanent account closure with no explanation !!!!...they did clear my account and sent me the money which shows I did nothing wrong.
After half a year I sent an e mail saying they should open my account back as I did nothing wrong and I dont want to play on other accounts which is very easy..They again asked for ID and re instated my account like nothing happened !
My advice just wait and dont be aggressive in your communication as they are waiting for any reason to shut you down especially if you are a winning player who cashes out frequently..
Depending on location this might have to do with deposit limits being exceeded.. As it turns out they did this to me for a 500 bucks deposit which apparently I had to show proof for, even though they closed my account 3 months after the deposit and only after I ran it up to 10k and started withdrawing!!!, not immediately after the deposit like they should.. so basically u can deposit and if you loose its ok but if you run it up and want to withdraw then it is an issue !!!