Pokerstars account frozen for changing password

[Babulino]

Hi everyone,

So yesterday night I was updating passwords in different sites (something I do every now and then) and I decided to go ahead and change my pokerstars password too. My account was automatically frozen right after.

I do not understand what's going on with Pokerstars "security". Last issue I had kept my account frozen for 3 or 4 weeks (despite the fact that they said in the email in which they contacted me that the issue would be sorted in the next 48h). The reason my account was frozen that time was that I pressed the 24h self exclusion button to avoid playing the day after as I wanted to do other stuff. The feature had just came out and although I don like it, I thought maybe I could use it to my benefit. BIG MISTAKE. I received 2 emails at the same time, one explaining the 24h self exclusion process, and another one informing me that my account was frozen and under review in case I have multiple accounts.

I think Pokerstars has really good game offer and I really like playing there and using my Pokertracker4 there while I can't do it on partypoker or GGpoker... I live in germany at the moment and the only other site where I can use Pokertracker4 seems to be Betsson as they are part of the iPoker network... but their offer is not great really... That makes me keep going to Pokerstars once and over despite the useless Customer Service.

I mean isn't it ridiculous that they keep treating their customers like they don't matter? Another time I was living in UK and they took 3 months (3 LOOOOONG MONTHS!) to review my ID verification documents when that thing came up and became compelling... I mean how long does it take you to review a photo ID and a bank statement? I had already given up on them, after they ignored my emails week after week.

Of course if you have any significant money on the site, forget to access that money until they decide to move a finger and do their jobs (last time I had $300 or so which is like 25% of my monthly salary so I wasn't very happy about it).

Is this happening to you too? It is really frustrating and upsetting...

Well at least I let it out.

 

[fundiver199]

I have never experienced anything like that. In general I would advice against using self exclusion or other self imposed limitations, unless its really needed. It sends a red flag, you have a gambling problem, and this is something, which all regulated sites takes very seriously. So you might end up getting more, than you bargained for. If you want to take a short break, that can be a great idea, but you should have enough self discipline to do it by simply not logging on to the site, even though you could.

 

[Babulino]

Yeah, pressing the 24h button was really stupid I agree... however it is really badly done, it has no confirmation whatsoever, if you click there by mistake, zas! Self blocked... Tbh I dont need it and I trust my discipline perfectly, I think the self exclusion is quite a silly concept only imposed by regulations... I mean if you have an addiction or a problem with anything, be it poker, gambling, alcohol, drugs... you can always access it... cool if it helps anyone though...

The deal here is not about the 24h button though... still waiting for a response from support... of course, it will take probably 3 weeks... oh man! I just changed my pass, this is so stupid...

Honestly everytime they do something like this it makes me consider more and more to stop playing on the site altogether... they dont give a damn about their customers. It is ridiculous.

 

[fundiver199]

I think the self exclusion is quite a silly concept only imposed by regulations...

It is for sure. We have the same "panic button" here in sweden as well, but for obvious reasons I have not tried it out to see, if any confirmation is required. We also have hourly "game time reminders", where we need to select between "continue playing" or "end session". And if you mistakenly click the latter, the poker client will presumably shut down, even though you are in the middle of a hand or a tournament

oh man! I just changed my pass, this is so stupid...

I also recently changed my password on PokerStars, and this did not result in my account being frozen. So there must be some other factors in play here.