Poker Stars Support Not responding

[sergadoo]

Hi everyone,
Since last night a have a problem with my pokerstars account. Suddenly, they frozen my account and ask me to contact support. I've sent them more than 10 emails in 12 hours and nobody answered. Thins never happend before, and I am playing for a long time on this poker platform.
Any ideea what is the best solution to unfroze my account ASAP? Tommorow is the big SM and I want to play satelites.
Thanks

 

[Joe]

Hi everyone,
Since last night a have a problem with my pokerstars account. Suddenly, they frozen my account and ask me to contact support. I've sent them more than 10 emails in 12 hours and nobody answered. Thins never happend before, and I am playing for a long time on this poker platform.
Any ideea what is the best solution to unfroze my account ASAP? Tommorow is the big SM and I want to play satelites.
Thanks

Sorry to hear this pal!

Support at Stars can take a little while to respond, sending more emails will not help.

As far as I'm aware there's nothing you can do to speed up getting your account unfrozen.

You have to wait for their reply & follow their instructions.

I hope for a speedy resolution for you but it sounds like you might miss this one..

 

[Brandlad]

Due to Corona infection the operators have cut down the number of active employees. So this can also be the reason of delay in support.

 

[ventrolloquist]

Hi everyone,
Since last night a have a problem with my pokerstars account. Suddenly, they frozen my account and ask me to contact support. I've sent them more than 10 emails in 12 hours and nobody answered. Thins never happend before, and I am playing for a long time on this poker platform.
Any ideea what is the best solution to unfroze my account ASAP? Tommorow is the big SM and I want to play satelites.
Thanks

You and me brother. Been waiting for responses to 3 separate emails for months.

F*** jokerstars support.

I really hope they are not as useless with your situation as they were with mine and that you get this sorted asap.

 

[ventrolloquist]

Due to Corona infection the operators have cut down the number of active employees. So this can also be the reason of delay in support.

They are just really bad on any other day too.

 

[grumblbrumbl]

They answer me

 

[ventrolloquist]

They answer me

Maybe they didn't answer me because I never deposisted with them? It was also a legal question, I guess their support wasn't well versed in that kind of knowledge.

 

[fundiver199]

Hi everyone,
Since last night a have a problem with my pokerstars account. Suddenly, they frozen my account and ask me to contact support. I've sent them more than 10 emails in 12 hours and nobody answered. Thins never happend before, and I am playing for a long time on this poker platform.
Any ideea what is the best solution to unfroze my account ASAP? Tommorow is the big SM and I want to play satelites.

Thanks

Its not good news to have your account frozen, and as others have said, it typically takes some time to resolve. Moreover it does not always end in a good way. If they find, you broke the terms of service (TOS) in whatever way, then its goodbye account.

 

[Dejange]

I've sent them more than 10 emails in 12 hours and nobody answered.

Hey, hey - the number of e-mails per hour sent means nothing!
Moreover they had major breakdown 15-16 hours ago, so I asume PS will be busy to solve the issues of affected first ...
I guess you may expect a feedback from Monday on. I had similar situation, got my account frozen cause logged in from different IP address, Jesus! It happend on Friday morning, I e-mailed them the same day, they replied on Sunday and I followed their instructions on Monday morning. The same evening my account was unfrozen, but I was rewarded with additional Log In condition beside usual ID and PW - the second authentication is a 6 digit PW

 

[StepUp]

You better contact Pokerstars Support on twitter they are faster then dealing with emails;

 

[greenwood9146]

poker stars froze account

Hi:
I read forums but I rarely post.A recent conversation with I had with the owner of a poker school convinced me that I was treated unfairly by poker stars. I won't mention the name of the poker school to avoid being labelled a tout for that poker school.
My story in a nutshell is that I had been playing on Poker Stars on and off for one or two years. Suddenly late last year they froze my account immediately after I made a $500 deposit. When I queried it, they told me I need to re-verify my account. I explained that I had moved to Thailand temporarily and I would be moving permanently to Vietnam. They were not accepting of my documentation after that and told me my money would be returned after I provide proof that the card I used to deposit was still active. I provided my last bank statement and never heard from them again. Perhaps if I explain my circumstances you will side with Poker Stars as my situation is a bit complicated. I am a Canadian citizen with a Canadian passport, but for the last 50 years I have resided in Australia (it's warmer.) I joined poker stars in Australia. When I turned 73, I decided that it would be cheaper to live in Southeast Asia. So my wife and I and our pensions moved to Thailand and then permanently to Vietnam. This is apparently too difficult for the Staff at Poker Stars to understand. So they kept my money and stopped responding.to me. I wrote that money off until I spoke with owner of the poker school. He persuaded me that what poker stars had done was less than honourable and I should get back in touch with them. I did so a couple of days ago and they have not responded. Maybe it's too soon. But if their previous lack of response is indicative of my chances, I may be drawing dead. Despite my explanations I can't seem to get it into their heads that documentation I used in Australia is no longer available to me. I have my Canadian Passport and nothing else. Any suggestions?
Wilson

 

[MASURON2KE]

Dont know what to tell you only i can tell you that i wrote to support on monday morning and dont get any respond after 4 days i wrote same mail again and again nothing.After 12 days from first mail i send i got answer that they sory that took it to long (they got many mails)and they refund me with 25$ what i was asking for .And this hapened last 2 weeks usualy the answer after 48h work days...

 

[balo]

Sounds complicated Wilson, you should try to contact them again. $500 is a lot of money for us recreational players.

I know that GG Poker accept players in SE-Asia, so I would just start playing there and move on if all else fails.

 

[tuku222]

I have a claim made since April 12, and you only excuse the pandemic and support problems, incredible that a room that raises millions cannot solve!

 

[fundiver199]

Hi:
I read forums but I rarely post.A recent conversation with I had with the owner of a poker school convinced me that I was treated unfairly by Poker Stars. I won't mention the name of the poker school to avoid being labelled a tout for that poker school.
My story in a nutshell is that I had been playing on Poker Stars on and off for one or two years. Suddenly late last year they froze my account immediately after I made a $500 deposit. When I queried it, they told me I need to re-verify my account. I explained that I had moved to Thailand temporarily and I would be moving permanently to Vietnam. They were not accepting of my documentation after that and told me my money would be returned after I provide proof that the card I used to deposit was still active. I provided my last bank statement and never heard from them again. Perhaps if I explain my circumstances you will side with Poker Stars as my situation is a bit complicated. I am a Canadian citizen with a Canadian passport, but for the last 50 years I have resided in Australia (it's warmer.) I joined poker stars in Australia. When I turned 73, I decided that it would be cheaper to live in Southeast Asia. So my wife and I and our pensions moved to Thailand and then permanently to Vietnam. This is apparently too difficult for the Staff at Poker Stars to understand. So they kept my money and stopped responding.to me. I wrote that money off until I spoke with owner of the poker school. He persuaded me that what poker stars had done was less than honourable and I should get back in touch with them. I did so a couple of days ago and they have not responded. Maybe it's too soon. But if their previous lack of response is indicative of my chances, I may be drawing dead. Despite my explanations I can't seem to get it into their heads that documentation I used in Australia is no longer available to me. I have my Canadian Passport and nothing else. Any suggestions?
Wilson

I would contact them again and send a copy of the credit card, which you used to deposit, so they can see, its in your name (not stolen) and still active. You should cover the safety code on the back and the middle 8 numbers of the card to prevent abuse.

PokerStars have withdrawn from the australian market due to legal reasons, which obviously makes things a bit complicated, when you try to start using an australian registered account again. Best of luck getting your money back.

 

[grandmagranny47]

Due to Corona infection the operators have cut down the number of active employees. So this can also be the reason of delay in support.

When I contact them, they say email no longer active and to use support on site..Yet, they do not have that active either

 

[Andyreas]

When I contact them, they say email no longer active and to use support on site..Yet, they do not have that active either

Usually there's a method to contact the support via the software directly. That opens a live chat and they usually respond fairly quick in here.

 

[MK_]

I think waiting on a response is better than sending 10 emails in 12 hours, they will take a while to get back to you. If they froze your account it's going to take a while to resolve the issue if at all. Good luck👍