Battling the nutjobs from PokerStars customer service.

Surely I can't be the only one who experiences ridiculous things while dealing with pokerstars? Yesterday my account got blocked and I got an email saying that I am in Kenya and that I should stop using a vpn? I just use mobile data with hotspot and I am not even in Kenya!? So wtf!?

And now I get an email from from a certain Miroslav from PokerStars explaining to me how to use wifi in windows 10 so that I can be geo-located? I am in the same country as I am registered in so there should be no problem there. And I have e-mails confirming everything, but talking to them is like talking to a wall. There will always be a Mediterranean or eastern European person at pokerstars who will **** your entire account up for no reason.

I would say that handling the pokerstars BS is harder than making money at the tables.
I can go on and on about this. I have print screens of everything too

flopset said:

Surely I can't be the only one who experiences ridiculous things while dealing with Pokerstars? Yesterday my account got blocked and I got an email saying that I am in Kenya and that I should stop using a vpn? I just use mobile data with hotspot and I am not even in Kenya!? So wtf!?

And now I get an email from from a certain Miroslav from PokerStars explaining to me how to use wifi in windows 10 so that I can be geo-located? I am in the same country as I am registered in so there should be no problem there. And I have e-mails confirming everything, but talking to them is like talking to a wall. There will always be a Mediterranean or eastern European person at pokerstars who will **** your entire account up for no reason.

I would say that handling the pokerstars BS is harder than making money at the tables.
I can go on and on about this. I have print screens of everything too

Click to expand...

Wow I would worry more about some one Attempting to hack your account from Kenya or Location set to Kenya on hackers VPN...

It's possible there have been a break down in communication during a heated dispute that "You're not in Kenya","Customer Services Is full Of BS" and that could be a mitigating factor...

Contact them again via their Twitter @PokerStars or @StarsSupport, No company Likes Issues of incompetence aired infront of Thousands of customers (If That Is What it Is?) but raise the issue as a Service Complaint with No Emotional Out Bursting...

Explain you believe as PokerStars have raised the issue as to your location, then maybe it's an attempt to access your account by a hacker appearing to be in Kenya...

Security Issues like that have to be investigated by a team not just one employee that's unhappy about being shouted at by disgruntled customer... lol

Their own solution will be to increase your own security, I would go for the Stars Code Option which is just another layer of security which will give reasonable excuse to resume your access to your account...

just as long as you haven't been too abusive to the customer service department then I shouldn't see this problem continuing...

Good Luck...

Thanks for your reply..

Well I was in Kenya before for the last 2 quarters of 2018, but i know real money games are not allowed there, so I moved to Sri Lanka, and I got my stars account address changed to Sri Lanka in january already.(and I have been in sri lanka ever since) And they assured me that it's all good from then. And then the day before yesterday I deposit money (with my Ukrainian bank card) and suddenly they block me. And my nationality is Polish (maybe they have a hard time understanding why my Nationality, domicile address and banking are all from different countries, but I think it's not a big deal in 2019. People travel. But if someone travels Pokerstars loses their minds and get extremely paranoid. One can't just travel to thailand for example for 3 weeks and play from there. No. You need to get a housing contract or payslip from there to proof you are there and play from there.. No chill at all..

And I have already sent them many emails and contacted them via twitter but they are profanity filled emails so they probably won't reply.

Yesterday I got a reply from a pokerstars worker explaining that I need to use wifi on windows 10 in order to be properly geo-located? I just use mobile data with hotspot so I don't know what he means. And just now i had to CAPTCHA regular gooogle pages, and I got a warning saying that they saw suspicious activity so pokerstars might be peeping in my laptop or something..

I only got 17 USD on stars so that's not the end of the world. But I wanted to play everyday and they are blocking me for the wrong reasons. I probably need to go back to 888, those graphics feel like I am playing on the first version of nintendo but at least 888 don't care who you are and where you are from.

Thansk for the stars code advice, I will do that right now if I am even able to

UPDATE: All hope is now lost, I just got an email from them asking for proof of address in Kenya. I don't have the energy anymore to explain that I am not in kenya so I deleted the software and I am downloading party poker, Hopefully it's better there so I can focus on just playing at the tables rather than the BS surrounding it.

Pokerstars are extremely cautious when they see player from one country playing from IP address in another country. I myself am also a frequent traveler so asked them for details what is allowed and what is not in advance before trying to play abroad. They explained me that Bulgarian pokerstars license is not restrictive and i can play from other countries when i need but i should not use VPN. This makes me think that maybe on other markets their license is more restrictive and they are obliged to prevent people from playing when they are not in the country. This is just guess though.

Regarding the wifi - i once had problem playing from Romania. When i connected to the hotel's wifi i got message in the client that only fun money games are allowed. Interesting though when i switched to mobile data (in roaming with my Bulgarian card) everything was ok.

I use mobile data from phone and hotspot for laptop.
Yet they still talk about wifi or something..
They don't know what they are talking about that's the problem.
How does one use a VPN for software anyway?
I use a VPN for chrome browser in order to watch Polish TV. (HOLA chrome extension)
But if I open PokerStars that surely opens with my normal Sri Lankan IP address. Don't know why they keep saying Kenya. I was there long long time ago, yes, but that's 6 months ago. They are saying I am there today, after they already changed my address to sri lanka

yes i am from canada and i was wondering if i should take my computer along if i go down to the usa--i wonder what would happen if i tried to logon to pokerstars down there--maybe it would depend on the state you were in

That's not allowed unless you go to New Jersey or something but that's different software.

I did not understand whether you had a vpn or not? And if it was, then it can not be disabled?

I use HOLA vpn for chrome browser. But that surely has nothing to do with Pokerstars Software? Anyway they just asked me for copies of my bank card that I uploaded money with and internet banking statements, so I provided all that and now waiting for reply again. I have been dealing with pokerstars since I was 18 years old and they must have blocked me over 15 times already, they always unblock me for the same vague reasons that they block me for, if you reply to a christy a nancy will reply and no one remembers anything that has been said. At this point they seem not to care anymore about the Kenya thing probably because it's not true, and I won't ask them about it because that will just complicate things, and they need 3 business day to string things together, so it's best to keep it simple like talking to a 5 year old. The only way for them to stop messing with you is to have be a team online pro member so that you can just have them on speed dial and they won't panic if you use a new credit card or eat something different for breakfast.

UPDATE: My bans got lifted. Who is online? Anyone can get it. 1vs1 me for ROLLZ!