Playing Privileges Revoked - PokerStars

featherpost · 2025-10-10T02:16:09-0400

Hello, was hoping I could get some advice. I recently started playing poker on pokerstars. All was going fine, but after about 3 weeks of playing I got a message pop up that said my account was being looked at and to expect an email. It also meant I was unable to play any further games on PokerStars until the issue was resolved. I checked my emails and had received a message saying they were concerned with how long I’d been playing and that they were imposing a mandatory 7 day cool down where I’d be unable to play. That time has now passed and I emailed them to ask about playing again. They sent me 6 questions about responsible gaming which I’ve responded to, but I haven’t heard anything back. Has anyone had this before? If so how long until my account is back and I’m able to play again? I can log in to my account it just won’t let me play any games. Thanks, happy to provide further info if necessary. Worth noting I’ve deposited approx $1,200 and withdrawn approx $700 since opening my account.

NotADonk · 2025-10-10T05:22:09-0400

featherpost said:
Hello, was hoping I could get some advice. I recently started playing poker on PokerStars. All was going fine, but after about 3 weeks of playing I got a message pop up that said my account was being looked at and to expect an email. It also meant I was unable to play any further games on PokerStars until the issue was resolved. I checked my emails and had received a message saying they were concerned with how long I’d been playing and that they were imposing a mandatory 7 day cool down where I’d be unable to play. That time has now passed and I emailed them to ask about playing again. They sent me 6 questions about responsible gaming which I’ve responded to, but I haven’t heard anything back. Has anyone had this before? If so how long until my account is back and I’m able to play again? I can log in to my account it just won’t let me play any games. Thanks, happy to provide further info if necessary. Worth noting I’ve deposited approx $1,200 and withdrawn approx $700 since opening my account.

Hi. Sorry that I can't really help, but I am curious how much you were playing to trigger this.

featherpost · 2025-10-10T05:40:00-0400

NotADonk said:
Hi. Sorry that I can't really help, but I am curious how much you were playing to trigger this.

So initially not much, couple of hours a day at most, then I entered a few WCOOP tournaments and had some annual leave so played some long sessions (approx 7 or 8 hours) for 3 days straight. That’s when I got the message.

fundiver199 · 2025-10-10T05:55:13-0400

featherpost said:
So initially not much, couple of hours a day at most, then I entered a few WCOOP tournaments and had some annual leave so played some long sessions (approx 7 or 8 hours) for 3 days straight. That’s when I got the message.

This sound strange, because that is certainly nothing unusual. Could it be, that you forgot to log out in between sessions, so that they think, you were playing much longer? I have played there for many years and during weekends and holidays regularly up to say 12 hours per day, and I have never had such a problem. I hope, its soon resolved.

featherpost · 2025-10-10T06:05:28-0400

was

fundiver199 said:
This sound strange, because that is certainly nothing unusual. Could it be, that you forgot to log out in between sessions, so that they think, you were playing much longer? I have played there for many years and during weekends and holidays regularly up to say 12 hours per day, and I have never had such a problem. I hope, it’s soon resolved.

yeah that’s what I thought. I don’t log out to be honest when I’m done, but only play on my mobile and it auto logs out after 30 mins. As an FYI this is the full email I received from them;

“Greetings from the Safer Gambling Team at PokerStars!

We hope you are well!

During a routine review, we noticed that the time you've spent with us recently is higher than average. Over the past week, you've played a significant number of hours, with some sessions being particularly long.

While we hope you enjoy our games, we thought it prudent to advise you of this and make sure you balance gambling with other activities.

As such, we suggest taking a break from our site and have imposed a compulsory cool-off period of 7 days. Contact us after 07/Oct/2025, and we'll review your account status.

For more information on all our Responsible Gaming features, visit:
https://pokerstars.uk/about/responsible-gaming/

Any questions? Just let us know.”

wushibala · 2025-10-10T06:10:32-0400

I’ve been playing for over 10 years and it’s the first time I’ve heard of something like this. They say PokerStars support on Twitter is pretty fast — try reaching out to them there, they usually respond quickly to customer requests.

thedarkman · 2025-10-10T06:23:28-0400

Since when has it been a privilege to lose money?

fundiver199 · 2025-10-10T07:17:57-0400

Maybe its country specific, since the support and responsible gambling rules likely is? But it still seem pretty ridiculous to me. If "spending more time than average" is a red flag, then they should red flag every single "for profit player" and especially full time professionals. And how can it ever be noteworthy to play for 7-8 hours, when some of their tournaments including the WCOOP events last this long if not even longer? So perhaps its combined with some others factors, that the email does not state, because its just a general system generated mail? Anyways I hope, it will soon be resolved, and please report back, how it goes

Goggelheimer · 2025-10-10T07:32:43-0400

fundiver199 said:
This sound strange, because that is certainly nothing unusual. Could it be, that you forgot to log out in between sessions, so that they think, you were playing much longer? I have played there for many years and during weekends and holidays regularly up to say 12 hours per day, and I have never had such a problem. I hope, its soon resolved.

This is strange so they must flag their own PokerStars Pros (Spraggy and his wife Marle) too.
They play a lot of tournaments that are lasting long.

featherpost · 2025-10-10T08:29:14-0400

fundiver199 said:
Maybe its country specific, since the support and responsible gambling rules likely is? But it still seem pretty ridiculous to me. If "spending more time than average" is a red flag, then they should red flag every single "for profit player" and especially full time professionals. And how can it ever be noteworthy to play for 7-8 hours, when some of their tournaments including the WCOOP events last this long if not even longer? So perhaps its combined with some others factors, that the email does not state, because its just a general system generated mail? Anyways I hope, it will soon be resolved, and please report back, how it goes

I’m based in the UK, and agree it seems quite excessive. I was also going to point out they have ambassadors streaming for hours every day and they don’t seem to be subject to these rules. I’ll be sure to post when I hear back from them, but it’s been 2 and half days since their last message, so not holding out much hope at the moment

Sunz of Beaches · 2025-10-10T09:55:02-0400

fundiver199 said:
Maybe its country specific, since the support and responsible gambling rules likely is? But it still seem pretty ridiculous to me. If "spending more time than average" is a red flag, then they should red flag every single "for profit player" and especially full time professionals. And how can it ever be noteworthy to play for 7-8 hours, when some of their tournaments including the WCOOP events last this long if not even longer? So perhaps its combined with some others factors, that the email does not state, because its just a general system generated mail? Anyways I hope, it will soon be resolved, and please report back, how it goes

Gambling in the UK is heavily regulated and this case for sure has something to do with their regulations in regard of responsible gambling.

But in this case, as described by OP, its highly doubtful that any action from Stars was needed.

Probably a flaw in their detection system or someone new or completely clueless in their customer service thought its a case.

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