C
CommonZens
Rising Star
Bronze Level
TL;DR: This thread explain what's happening if you are receiving a popup message to contact support because of a problem with your account. What's happening is that you are banned and this ban is permanent. 
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Don't know if this is the correct topic in this forum. If it isn't please let me know and I'll move it.
This thread is just as a public service in case you had the same problem as me, so you don't have to waste as much time as I did.
What happened is that when I had just signed up for pokerstarschool and try to begin the beginners bankroll challenges, in the first challenge 'video strategist' the video was not available and even though I could easily answer the 2 questions without watching the video the next challenge was never unlocked. Also, when I tried reading the 'Poker Courses', whenever I reached a quiz and tried to solved it the next pop up appear:
There is a problem with your account. Please contact support@pokerstarsschool.com
After multiple back and forth emails with support I managed to gather that what happens if this popup appears on your account is that an automatic security algorithm alert has placed a restriction on your account. For 'security reasons' they couldn't tell me what triggered it (understandable) but that it is very common when you access pokerstars with a virtual machine (I wasn't).
In any case, this restriction will make your account "[...]ineligible to receive prizes for passing Poker School quizzes or participating in certain Poker School promotions[...]". In other words we can no longer use pokerstarschool. This 'restriction' is permanent and since it is prohibited to cerate another account they are practically banning you from the school. They assure me that this 'restriction' wouldn't affect any pokerstars main account.
If you are in the same situation as me, well... tough luck. We'll never get to participate in the league. Maybe other users can tell us what we're missing. My recommendation is to forget it and move on.
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Don't know if this is the correct topic in this forum. If it isn't please let me know and I'll move it.
This thread is just as a public service in case you had the same problem as me, so you don't have to waste as much time as I did.
What happened is that when I had just signed up for pokerstarschool and try to begin the beginners bankroll challenges, in the first challenge 'video strategist' the video was not available and even though I could easily answer the 2 questions without watching the video the next challenge was never unlocked. Also, when I tried reading the 'Poker Courses', whenever I reached a quiz and tried to solved it the next pop up appear:
There is a problem with your account. Please contact support@pokerstarsschool.com
After multiple back and forth emails with support I managed to gather that what happens if this popup appears on your account is that an automatic security algorithm alert has placed a restriction on your account. For 'security reasons' they couldn't tell me what triggered it (understandable) but that it is very common when you access pokerstars with a virtual machine (I wasn't).
In any case, this restriction will make your account "[...]ineligible to receive prizes for passing Poker School quizzes or participating in certain Poker School promotions[...]". In other words we can no longer use pokerstarschool. This 'restriction' is permanent and since it is prohibited to cerate another account they are practically banning you from the school. They assure me that this 'restriction' wouldn't affect any pokerstars main account.
If you are in the same situation as me, well... tough luck. We'll never get to participate in the league. Maybe other users can tell us what we're missing. My recommendation is to forget it and move on.