My pokerstars account has been frozen

realstar16 · Jan 25, 2020

Hello,

First of all, i'm apologizing if my thread is in the wrong place.
For the past few years i always had a problem with my pokerstars account and i never was able to reactivate it properly.
It's true that over the time i created multiple accounts, i forgot the previous one so i had to create a new one in order to play, without any intention to break the rules.
I've never spent much money, i guess under 100-200$ in total over the time, i usually played freerolls or virtual money.
Everytime i tried to open a ticket to pokerstars stars account, i didn't get a reply or the answer was not clear, they just said that my account has been closed but no explanation.
Please tell me what can i do to legally reopen my account.
My last pokerstars id is realstar16

Thank you!

Iryna Stryzheuskaya · Jan 25, 2020

You have violated the rules of the PS. Only one account can be opened. The best option is to simply start playing in a different room.

realstar16 · Jan 25, 2020

Technically it's true, but i never realised that and i made deposit from one account. Also the verification was on that account that i made the deposit too. Other accounts i can't remember.
Is there any chance to reopen my account?
There are not many rooms to play in my country (Romania) that i can enjoy as much as PS.

Thank you!

Nikolay Nakhaev · Jan 25, 2020

here you only need to contact the room security and support service
you must block all your old accounts by contacting them with this request
you cannot solve this problem yourself

realstar16 · Jan 25, 2020

My main goal is that PS will eventually delete all other accounts (if any) that i ever opened and let me use only one, that i mentioned and it's verified with my documents.

It's very frustrating because i never get the reason and looks like it's an automated reply.
Every time i'm trying to contact their support, i receive the following message:

Hi,

Thank you for the message.

As your account has been permanently closed, we will not be able to approve your request to reopen it.

We have very strict policies regarding accounts that have been permanently closed, for whatever reason.

Please accept that our decision in this case is final and will not change.

We wish you success in the future.

Respectfully,

Stars Customer Service

gravac · Jan 25, 2020

Send them an email with complete explanation what is happening, but for that rule that is saying you can just have one acc, I'm in doubt that anything can be solved here. Try to explain your situation and why are you opened other accounts, but be very precise with your detail as they wouldn't take you seriously, or call them live in the office. If you cant get your account back through pokerstars support, then I assume the only solution is to play from another name: your girlfriend, wife, friend and use their information for creating acc, sure if they agree to. I don't know what to tell you as another option.

10gerka · Jan 25, 2020

friend you have violated the terms and conditions of the system, you can only create one account per person, but if you have created another account, what you have to do is unsubscribe from the old one, you can also contact support of the room to that you block it, because otherwise you can not withdraw money, or anything, thank you to serve you brother ..

liuouhgkres · Jan 26, 2020

You have violated the rule, but that's not the main problem. Your main problem is that pokerstars fired most of it customer support staff in 2019 and now they take forever to reply to email. Last time I sent them email, they replied in 26 days. Sounds like a joke, but I'm not exaggerating. That's what happening with pokerstars. In 2011 when I first registered at pokerstars, they used to reply to emails under 30 minutes. You send email, make a tea, smoke a cigarette and refresh email, and you have answer. Now it can take 1 month. Ridiculous. I believe you can convince pokerstars that you didn't make new account with malicious intents, and eventually it will be resolved. But it will take forever. You can contact pokerstars support at twitter and facebook to speed things up little bit.

Scottish77 · Jan 26, 2020

when you couldnt remember your log in for one account there is an option for forgot your details and you could have retrieved your log in details rather than just open a new account ..did you receive the new player bonus each time you created a new account as that would also be an issue for stars ...you could try and email them and ask for your oldest account back but i wouldnt hold my breath gl

Joe · Jan 26, 2020

There seems to be a slight discrepancy here, you perceive your account to be 'frozen', whereas Pokerstars understand it to be 'permanently banned'.

These two are not the same thing.

Sadly, unknowingly breaking the rules is still breaking the rules. Have you ever tried getting out of a speeding ticket with the explanation 'I didn't know the speed limit'?

I'm not sure whether it would work very often...

That being said, I very much hope you are able to get your voice heard & that Stars give you the benefit of the doubt & reopen your account.

The cold, harsh truth about your account being frozen is that you will probably have to.... ''Let it go, Let it goooo..!'

Pepepep10 · Jan 26, 2020

realstar16 said:
My main goal is that PS will eventually delete all other accounts (if any) that i ever opened and let me use only one, that i mentioned and it's verified with my documents.

It's very frustrating because i never get the reason and looks like it's an automated reply.
Every time i'm trying to contact their support, i receive the following message:

Oh dear

Risto234 · Jan 26, 2020

liuouhgkres said:
main problem is that pokerstars fired most of it customer support staff

So do you know why they did it right :hmmmm2:

chris0817 · Feb 3, 2020

at this time the pokerstars support terrible. and also take soo long Time

tagece · Feb 13, 2024

realstar16 said:
Hello,

First of all, i'm apologizing if my thread is in the wrong place.
For the past few years i always had a problem with my pokerstars account and i never was able to reactivate it properly.
It's true that over the time i created multiple accounts, i forgot the previous one so i had to create a new one in order to play, without any intention to break the rules.
I've never spent much money, i guess under 100-200$ in total over the time, i usually played freerolls or virtual money.
Everytime i tried to open a ticket to pokerstars stars account, i didn't get a reply or the answer was not clear, they just said that my account has been closed but no explanation.
Please tell me what can i do to legally reopen my account.
My last pokerstars id is realstar16

Thank you!

I had a similar problem due an old account that I had on PS. Then I told them what happened and showed that I never logged in that account after I created the new one. This can be an argument for you. They decided to transfer my funds to the first account and frozen the new one and I could play again. But it was only two accounts and I never played in both at same time. If you did that I think it will be very difficult recover it.

MK_ · Feb 13, 2024

I think that shipped has sailed.... repeatedly from the sounds of it,
game over

Broz · Feb 13, 2024

Under the new rules, they are deleting accounts that have been inactive for 1 year.
So what's wrong with them deleting your other accounts and leaving you with just one?

Sunz of Beaches · Feb 13, 2024

MK_ said:
I think that shipped has sailed.... repeatedly from the sounds of it,
game over

Especially since this thread is 4 years old already.

Ship=Titanic

Gallarado777 · Feb 14, 2024

you broke the rules because of this they did this to you. If you want you to be able to play on this site in the future, contact support services to leave one account and delete the other so that you only have one account and then you can play, but if they agree, it's worth a try anyway

My pokerstars account has been frozen

realstar16

Rising Star

Iryna Stryzheuskaya

Legend

realstar16

Rising Star

Nikolay Nakhaev

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realstar16

Rising Star

gravac

Rock Star

10gerka

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liuouhgkres

Visionary

Scottish77

Enthusiast

Joe

99.98% Kiln dried

Pepepep10

Enthusiast

Risto234

põrandaalune pokkerimängija

chris0817

Rock Star

tagece

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MK_

Legend

Broz

Rock Star

Sunz of Beaches

Sunz Tzu

Gallarado777

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