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
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 Szydłowskiluk0401googlemail.com 4 mar 2019, 20:24
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
Reply from pokerstars:
customerprotectionstarsaccount.uk 5 mar 2019, 09:53
Hello Lukasz,
Thank you for your reply.
As a socially responsible operator, and as part of our due diligence obligations, we are required to ask for further details as to how you fund your account to date. Before we proceed, please complete the attached form along with supporting documentation, such as a bank statement, payslip or end of year tax statement.
Send the completed form, along with any of the requested supporting documents, to,
We recognize that each player is unique and may have trouble with certain documentation. If this is the case, we will attempt to assist you with an acceptable alternative option.
It's understandable to have concerns about your privacy when providing your personal details. We make substantial efforts to protect the confidentiality of our players' identity, as well as any other information we may have collected. We do not allow access to this information to anyone, other than to the player or as described in our Privacy Policy, which you can find here:
All our employees are required to comply with this Privacy Policy. It ensures that employees are obligated to keep player information strictly confidential. This obligation continues after an employee has left our company.
We continuously invest in our server, database, backup, firewall and encryption technologies to protect the information collected by us. These technologies are deployed as part of state-of-the-art security architecture, as noted here:
We sincerely appreciate your cooperation and we look forward to hearing from you.
Regards, Johanna
Stars Customer Protection
My reply was:
Łukasz Szydłowskiluk0401googlemail.com 5 mar 2019, 10:10
Hi there,
Shortly replying to your recent email, I am encouraging you to access my winning history, as well as my funding history, then do your maths and I ensure you, you will gain all the answers for your recent queries!!
Finally I am hoping to see you treating me seriously in professional manner, and in the way, you would like to be treated, if founding yourself in similar circumstances...
Kind Regards Łukasz Szydłowski
And
Łukasz Szydłowskiluk0401googlemail.com 5 mar 2019, 10:44
Hi there again,
In the meantime, while you doing your checks it would be nice to see any restrictions finally lifted from my account.
And by the way, I think I am about to find out how much, you really value your customers.
Anyway I challenge you to surprise me rewarding my loses...
Kind regards Łukasz Szydłowski
Reply from pokerstars:
customerprotectionstarsaccount.uk 5 mar 2019, 13:40
Hello Lukasz,
Thank you for your reply.
I apologize for the mistake in my previous email. However, as I noticed that you were spending large amount of time with us lately, I wanted to reach out to make sure that everything is OK, and you are playing just for entertainment.
I look forward to your reply.
Regards, Alex
My reply was:
Łukasz Szydłowski luk0401googlemail.com 5 mar 2019, 14:54
Hi Alex,
I believe I have described all my concerns and experiences in my previous emails.
I don't think there is anything else that I would like to add on top of that I already said.
However, I am still awaiting from you to make up all of my inconvenient experiences with your services over past years, as I believe I am your valuable customer.
Thank you in advance
Kind regards Łukasz Szydłowski
P.S
Also I am still awaiting for removing all the restrictions from my account, asap.
Reply from pokerstars:
customerprotectionstarsaccount.uk 5 mar 2019, 19:05
Hello Lukasz,
Thank you for your emails.
While we understand your frustration about the restriction of your account, we want you to know that our only intention is to protect our players by ensuring they do not spend more time and money than they attend.
After reviewing your account during a routine review, we noticed that your activity was higher than one of an average player, and the hours you are spending with us might have a negative impact on your life. In sight of that we think it is best for you to take at least one week off from our site.
You can write us back after 10 March 2019, and we will consider the reinstatement of your account if that is what you want. Please take this time off to consider whether or not playing on PokerStars is right for you.
In the mean time, we invite you to take a moment to read our Responsible Gaming page.
Regards, Alex
Stars Customer Protection
My reply was:
Łukasz Szydłowskiluk0401googlemail.com 5 mar 2019, 20:26
Hi Alex,
Thank you for your recent reply and your concerns, however you have no legal obligation for deciding on my behalf what's good or bad for me.
Also I do not need to explain you any form of my actions as long as I don't breach any of your terms&conditions, which I believe I have not breached in any way, on any occasion. On top of that I do not need to remind you about that I have not even reached my account limits as well as I have not exclude myself from gaming.
Again I appreciated your concerns, however I strongly believe that you do not have any legal grounds for keeping restrictions on my account.
Therefore I am demanding you to remove any restriction from my account, asap or I will have to consider a legal action against you due to the breach of terms&conditions on your behalf.
Regards Łukasz Szydłowski
Reply from pokerstars:
customerprotectionstarsaccount.uk 6 mar 2019, 15:49
Hello Lukasz,
Thank you for your email. Please note that your case has been escalated to myself as the manager of this department.
To clarify, please note that we do reserve the right to suspend or terminate accounts as per our End User License Agreement, which is found here:
That right is not isolated to breaches of that agreement, and is at our discretion.
In your case, we noted a high level of activity recently from your account in terms the amount of hours you have played with us, and felt it was in your best interest to take a break from gaming with us temporarily.
As a socially responsible operator, we do carry out checks to ensure that players are using our product and services safely and as a form of entertainment. Even if money is not lost, the amount of time that a customer spends with us, if excessive, could be having a negative impact on other aspects of their lives, such as employment or time with family.
Our decision is not punitive, nor permanent, but rather with the best interest of your welfare taken into consideration.
I would like to point out, particularly in casino games, your chances of winning (and equally the risk of losing) is the same today as it will be tomorrow, and so on. If your account is disabled for any period of time, those chances and risks do not change.
Feel free to contact us on 10th March 2019 and we'll be happy to consider reinstating your account at that time.
Regards, Roger
Stars Responsible Gaming Manager
My reply was:
Łukasz Szydłowskiluk0401googlemail.com 12 mar 2019, 16:28
Dear almighty Roger,
Just been wondering if my pokerstars account is still suspended with the best interest of my poor welfare, due to high level of my activity??
Or is it new pokerstars policy to rip off your customers as much as possible and in case of any allegations that your customers may indicate, you can always suspend their account, under really any reason, that your staff may come up with, and yet after all - humiliate them even more, by forcing them to ask you if you could reinstate their account??
So now, I got 2 questions:
1 when will you consider almighty Roger if you are going to reinstate my account and,
2 if you are going to answer any of the allegations that I have indicated in my previous emails??
Regards Łukasz Szydłowski
And finally latest respond from pokerstars:
customerprotectionstarsaccount.uk 21 mar 2019, 10:33
Hello Lukasz,
My sincerest apologies for the delay in my reply. Your case was escalated to myself for handling however I was unavailable last week.
To address your concerns:
Your account has now been reinstated. Again, I would like to stress that the decision to temporarily disable your account was made with your best interest at heart as we noted you had played a high volume of hours at the time. Again, we do have a social responsibility to ensure that our services are used safely and as a form of entertainment. I do urge you to read our responsible gaming page to understand the features we offer and advice on how to gamble responsibly:
In regards to your allegations, I'm unsure exactly what you are referring to. I have reviewed the history of your account and I can confirm your account was previously disabled in 2014 and 2015, on both occasions for security-related document checks. On this occasion, your account was disabled for the responsible gaming reasons outlined above. As I explained in my previous email, we do reserve the right to suspend our services as per our End User License Agreement, and if we do so and later reinstate your account, it would not change your chances of winning on any given day, nor would we have any ability to control whether you win or lose.
To address this specific claim:
"Destructive activity of your customer service and security departments especially in years 2017/18 have major impact into my gaming tactic, finally leading me to my biggest failure in last year that cost me several thousands of dollars."
Your account was not restricted in any way during 2017 and 2018,
Again I sincerely apologize for the delay as that certainly was unintended, and if you have any further questions or concerns, please don't hesitate to contact us.
Regards, Roger
Stars Responsible Gaming Manager
And my latest reply was:
Łukasz Szydłowski luk0401googlemail.com 23 mar 2019, 14:50
Hi almighty Roger ;/
It must be unintentional error this time, as my account is still frozen, some how??!
But this time I'm going to see what 'IBAS’ can do about you "guys".
As this humiliation, not even the way you rip off your customers
but the way you humiliate them - must end and it will - take it to the bank!
Regards Łukasz Szydłowski
However, even now 2 days after their last message, my pokerstars is still frozen (please see prtscrn copy attached below).
Now, do you think this is enough to sue them, and if yes, what are the best Lawyer/Solicitors that I shall contact with??
And what shall I expect from them??
THANK YOU GUYS IN ADVANCE FOR YOUR TIME AND HELP
Kind Regards
Luke
