Frozen PokerStars account !

dgroes · Aug 11, 2019

Either PS doesnt want a bad image for not trying to prevent someone from losing big in gambling (for some 5k USD a month is a salary) or they are required to check on people who gamble a certain threshold within a time period.. some clients do really have gambling problems. It is nice that they take initiative.

Dunqzhie · Oct 18, 2019

how’s your case progressing ? stars did the same to me asking me what would i do to pay bills and food if i lost more on stars

luk0401 said:
Hi everybody,

My pokerstars account recently has been frozen due to high level of my recent activity.

I know how it sounds, but unfortunately this is the situation that I've faced, trying to not to hit the roof, while dealing with their customer protection dept.

Below I'm going to attache copy of my correspondence with them, for you to see for yourself, seeking help with this issue.

So let me start with first email that I got from them:

customerprotectionstarsaccount.uk

3 mar 2019, 14:55

do luk0401

Hello Lukasz,

I am from the Stars Customer Protection Team and wanted to get in contact with you regarding your recent activity.

During a routine review, we noticed that your activity during the month of February is higher than most.

Additionally, we noticed that the level of activity was an increase compared with previous months.

Were you aware that in the past 30 days, you have lost GBP 4 026.4 = USD 5,299.06 If you weren't aware that you had spent that amount, is it a concern to you?

I'd also like to let you know about our responsible gaming page which includes information about how to gamble responsibly and the features we offer:

If you would like to set daily, weekly or monthly deposit limits, you can log in at the top of the page, then select

Additionally, if you would like to set poker/casino/sports stake limits, there are options for that also in the same responsible gaming menu. We also offer the option to disable canceling pending withdrawals.

Please note that out an abundance of caution, your account has been temporarily disabled until we hear back from you.

We look forward to your reply.

Regards,

Alex
Stars Customer Protection

My reply was:

Łukasz Szydłowski <[email protected]>

pon., 4 mar, 20:24

do customerprotection

Hi,

Thank you for your recent contact and I am happy to confirm my recent activity on my pokerstars account.

If you may have any additional questions please do not hesitate to contact me via email, but until then I'll be more happy to see any restrictions ASAP removed from my pokerstars account.

Thank you in advance.

Kind Regards

Łukasz Szydłowski

Sander0404 · Oct 24, 2019

The same problem with me,After a deposit of € 200, my account is frozen. I have sent an email to poker stars several times but never received a response back. Now I want my money back but I cannot log in. Is there anyone who can help me with this problem. Thanks

Chebchoub · Apr 23, 2020

Helps please

Hello you, pokerstars frozen my 318vs741 account today for no reason, lately I made a deposit of $ 10 and everything went well but I don't understand why they frozen my account, I contact them by email but they don't answer me

Crash Burn · Apr 23, 2020

I never had this problem in my account thanks to God .... But who already had or has there is bad.

albosaltenio · Apr 23, 2020

the truth that it is very obfuscating not to be able to play due to other people's problems but it is true that they must comply with certain requirements of the regulating entities of the game.
in these cases you have to gather and meet the requirements and incidentally you take time off the tables and rethink your game and stop losing so much money

Chebchoub · Apr 24, 2020

I need a help

Chebchoub said:
Hello you, pokerstars frozen my 318vs741 account today for no reason, lately I made a deposit of $ 10 and everything went well but I don't understand why they frozen my account, I contact them by email but they don't answer me

please help me

Houdini324 · May 11, 2020

My pokerstars account is frozen

My pokerstars account is frozen.I tried to log in into my stars account two days ago and it said it is frozen and i contact support but for more than 24hours stars support isnt answering at all.I had a withdraw on hold and it has been over 72hours since the withdraw has been made.What do i do
customerprotectionstarsaccount.eu

danydidi · May 11, 2020

their was a time 2 years ago ,i deposited in 1 moth maybe 8000$ and nothing happened ,no one contacted me . be aware of whats happening or maybe they have new rules

run187 · May 11, 2020

danydidi said:
there was a time 2 years ago, I deposited in 1 moth maybe 8000$ and nothing happened, no one contacted me. be aware of what's happening or maybe they have new rules

Any gambling site will do as of the past few years. if they think you are losing more than you can afford they will lock your account and you will be asked for a source of wealth

This is a good thing for us the customer ..

chicopaw · May 11, 2020

seems like making large deposits and playing lots of hours may give them [PS] some concern of illegal money laundering
not saying anyone is doing that but it would draw attention

Pufik · May 11, 2020

Pokerstars have a big troublle in this time. And it looks like they do anything with this problems.

gon4iypes · May 11, 2020

chicopaw said:
seems like making large deposits and playing lots of hours may give them [PS] some concern of illegal money laundering
not saying anyone is doing that but it would draw attention

sounds ridiculous to me

Puerta2005 · May 11, 2020

very responsable for pokerstars......

MsStrategy · Jul 29, 2020

I’ve also had my account frozen

Hi,

Stars froze my account 4 weeks ago and I’ve played at the site for 18 years. I’ve sent dox in several times through the years. I’ve emailed them asking what’s happening but I’m getting no response. I’ve done absolutely nothing wrong. I sent in to them the info they required straight away but they are just not responding. I have cash in my account and I can’t withdraw even. I had been winning regularly on the cash tables for the last two months. Then my account gets stopped during what they said was a routine security check. Has other people had this too recently?

madbeeet · Jul 29, 2020

Maybe it's time for a break? You will develop, you will think about everything

thymiosgre91 · Aug 3, 2020

FROZEN ACCOUNT FOR NO REASON AND NO REPLIES

I got a huge problem with pokerstars cause they froze my account for no reason while i was earning some cash in blackjack, since june 16th and they never gave me a reply in emails to tell me why they did that and why they dont fix it. I dont have 2nd account cause i read some posts.
Its not much i putted 20$ and i made them like 400$. Not too much but still i need them to cash them out and when i spoke to their twitter/instagram profiles they told me to stop bothering them and that I have to wait....FOR WHAT?????? Anyone can help me???

fundiver199 · Aug 3, 2020

MsStrategy said:
Then my account gets stopped during what they said was a routine security check. Has other people had this too recently?

This mean, you are suspected for some kind of violation of the TOS. What this might be, nobody but yourself and PokerStars can know. Possible violations include multi-accounting, colluding with other players or using non permitted software in game.

madbeeet · Aug 3, 2020

thymiosgre91 said:
I got a huge problem with pokerstars cause they froze my account for no reason while i was earning some cash in blackjack, since june 16th and they never gave me a reply in emails to tell me why they did that and why they dont fix it. I dont have 2nd account cause i read some posts.
Its not much i putted 20$ and i made them like 400$. Not too much but still i need them to cash them out and when i spoke to their twitter/instagram profiles they told me to stop bothering them and that I have to wait....FOR WHAT?????? Anyone can help me???

I myself have not come across this, but very often I saw entries on the forums. All you have to wait is) In the last year, their support service has been very slow, but it works. And in my personal opinion they are still one of the best. The most you can do is send the documents they ask you to and just wait. Patience bro)

thymiosgre91 · Aug 3, 2020

madbeeet said:
I myself have not come across this, but very often I saw entries on the forums. All you have to wait is) In the last year, their support service has been very slow, but it works. And in my personal opinion they are still one of the best. The most you can do is send the documents they ask you to and just wait. Patience bro)

But i have already confirmed my account and i got my registration email that confirms it after i sent my documents

madbeeet · Aug 3, 2020

thymiosgre91 said:
But i have already confirmed my account and i got my registration email that confirms it after i sent my documents

confirmed at registration? or after you were frozen and asked to send documents? if the second then just wait. I repeat, very often I met topics where people were worried about the time lag, and as a result, everyone who was clean and did not break the rules received money.

kraemer · Aug 3, 2020

Where are you from?

Maybe this is not a Stars problem in general, but only affects
players from certain countries that require Stars to block players
based on certain values of hours played or money lost.

New german gambling legislation for example will finally allow
regulated online poker sites to operate, but also introduces a monthly
maximum deposit ( i think $500 ) and also restricts the stakes you can play.

Then pokerstars has to enforce these rules, no matter that their own rules
do not disallow depositing more than $500 in a month....

thymiosgre91 · Aug 3, 2020

they had already froze my account 4 months ago and asked for my papers to confirm my account. i sent them my documents they replied 2 weeks later it was all ok and they unfroze my account. Now whats their reason?

i m from greece and i dont know about maximum deposit law or anything but i broke no rules i was just playing and they just froze it

madbeeet · Aug 3, 2020

Apparently, the reason is that they are afraid that you will take all their money) but seriously, and you did not violate anything, then you have no choice but to wait, apparently they have some suspicions. at winnings, they arrange checks, I think it's even good, but of course it annoys. if everything is ok, just continue to enjoy the game.

thymiosgre91 · Aug 3, 2020

checking for almost a month??? nah when i got my account back and got my 400$ withdraw i ll never go to play to pokerstars again... it really suck being multimilion dollar company and not having support and live chat support in 2020. its unthinkable.
and get out of them 400$ is making afraid of me?? one more reason not to play there ever again.

I dont think that investigating is bad but do it in 1 day or 2 or a week and give some feed back to your clients and a reason to be patient.
Dont be rude to them in social media and give 0 ****s in their emails like pokerstars does

Frozen PokerStars account !

dgroes

Visionary

Dunqzhie

Rising Star

Sander0404

Rising Star

Chebchoub

Poker is one of life's mysteries

Crash Burn

Visionary

albosaltenio

Legend

Chebchoub

Poker is one of life's mysteries

Houdini324

Rising Star

danydidi

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run187

Rock Star

chicopaw

Legend

Pufik

Rock Star

gon4iypes

Legend

Puerta2005

Enthusiast

MsStrategy

Rising Star

madbeeet

Rock Star

thymiosgre91

Rising Star

fundiver199

Legend

madbeeet

Rock Star

thymiosgre91

Rising Star

madbeeet

Rock Star

kraemer

Visionary

thymiosgre91

Rising Star

madbeeet

Rock Star

thymiosgre91

Rising Star

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