Pokerstars closed my account with no explanation !!

[kurttwin]

pokerstars closed my account with no explanatjon !!
I had this account for 3 years ...always very active ...depositing money every month ..
Now they don't even answer to my emails !!
What can i do ?

 

[BelFish]

Just wait... They always send message...

 

[iwont20]

They are slow to reply to emails these days (by these days I mean at least a good year already). Even a minor document check can take up to 4 weeks. So it's not only you.

BUT what I know is that when you send a follow-up email before they answered to your previous one, it puts you with your both emails to the end of the queue. So be veeery patient and polite, if you think you've been banned unfair, they will unban you. One day.

Best of luck.

 

[MattRyder]

Personally, if I was a good and loyal customer for 3 years, and a company just shut down my account with no explanation, and didn't respond to my e-mails, I would take my business and my money elsewhere.

I don't care how busy they are, they shouldn't just ignore good and loyal (PAYING) customers, period.

Too often we tend to make excuses for these poker site companies. Would you accept the same kind of treatment from any other business?

 

[Joe]

I've been waiting for them to do this to me for ages... :laugh:

Sorry this has happened to you, if you've not broken TOS I hope they restore your account for you!

 

[ramdon p358]

Try to communicate with them through social networks, if you do it by mail it will take at least 3 months to get a response. Luck

 

[moularaki]

Hi, Keep on trying they usualy answer
not on WE but they answer
Good luck

 

[fundiver199]

Personally, if I was a good and loyal customer for 3 years, and a company just shut down my account with no explanation, and didn't respond to my e-mails, I would take my business and my money elsewhere.

I don't care how busy they are, they shouldn't just ignore good and loyal (PAYING) customers, period.

Too often we tend to make excuses for these poker site companies. Would you accept the same kind of treatment from any other business?

When people post something like this, we dont know the real story. Maybe some breach of TOS took place like multi accounting, using VPN to hide location, using illegal software, collution etc. The point is, we dont know, so please take posts like this with a grain of salt

 

[Joe]

Its important to remember, that when people post something like this, we dont know the real story. Maybe some breach of TOS took place like multi accounting, using VPN to hide location, using illegal software, collution etc. The point is, we dont know, so please take posts like this with a grain of salt

So you're saying you might be skeptical? :laugh:

 

[fundiver199]

So you're saying you might be skeptical? :laugh:

Hmmm let me see. A company has a paying customer for years. Then suddenly they decide to end the business, and they do this for no reason whatsoever?

 

[Joe]

Hmmm let me see. A company has a paying customer for years. Then suddenly they decide to end the business, and they do this for no reason whatsoever?

It's certainly a stretch to believe that would happen...

However it's certainly possible that an account might get flagged in error by an automated system or something like this.. No?

I'm not saying I believe or think anything either way, but it's not beyond the realms of possibility.

That being said, a little scepticism/paranoia is a good thing. :laugh:

 

[valetgll]

You need to write a letter and wait for an answer, but you probably waited a little and wrote again. Each time your new letter is re-queued.

 

[fundiver199]

However it's certainly possible that an account might get flagged in error by an automated system or something like this.. No?

I guess so. But what exactly does it mean, that OPs account was "closed"? Is he prevented from playing, but he can still log on and withdraw his funds? Can he neither play or withdraw, until some kind of review has taken place? Or is it really permanently closed with funds siezed and no chance to ever reopen it again? Or maybe closed but with funds returned?

This is not really clear from the post. And also the claim, that "no explanation was given", is highly dubious in my opinion. When Youtube decided to close my account, they did give a reason, it was just not very usefull. It was something along the lines of "you have broken our terms and conditions, you can read the terms and conditions here".

I honestly to this day have no idea, what exactly I did wrong, but some sort of explanation was given. And I simply can not belive, that an online gambling site would close someones account without at least sending them an email, which even in the broadest possible terms explained why. So I suspect, that an explanation actually was given, but that it was just not very usefull or not one, which OP liked

 

[terryk]

Strange indeed,,,, :deal: Keep us posted,plz!

 

[MarkAbrantes]

Good luck, hope it gets resolved.

 

[MattRyder]

We can debate the "honesty" of a poster till the cows come home, for those of us who choose to do so. What we cannot debate is that that companies who take our money for a service have an obligation to provide quick and meaningful communications. Pokerstars does not routinely do that - we all agree on that. I like Pokerstars but within limits.

I belong to a poker site that takes my phone calls immediately and responds to my questions and concerns immediately. That should be the norm, not a rarity.

 

[Cooking]

One day PS was fast to asnwer emails, now they take days (or weeks..), but I think it's your only choice is to wait an answer from them explaining why they closed your account. I remember one day I had my account frozen and in the email said it was frozen because I made too many deposits in a short period of time and they requested my documents and they released my account. They didn't said/requested anything in the email?

 

[theRaven68]

they always answer, but answer might not be good as expected

 

[fundiver199]

What we cannot debate is that that companies who take our money for a service have an obligation to provide quick and meaningful communications.

True but often people are also extremely impatient. If they send an email to whatever poker sites and did not get a reply within 24 hours, then they send further emails and post about it in the forum. OP and others in a similar situation need to simply calm down and maybe find another site to play on, while he wait for their answer.