Pokerstars leaves a lot to be desired in the way of Customer Service

what do you think of Pokerstars

  • Pkerstars is the worst site ever, I'd play any site but. . .

    Votes: 0 0.0%

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    14
  • Poll closed .
C

corazon67

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I was a very happy customer with pokerstars for over 12 years, and found their customer service to be exceptional, up until a week ago. . .

I made $100 deposit, lured by the offer still on their website of getting anywhere from $5 to $55 dollars , but then I deposited my money, and lo and behold, when I went through the process, there was no where in the prompts to let me type in the code REWARD to get this bonus offer. Also, I had won a ticket to a tournament, which I was unable to register for.

So I wrote to customer service, and got a reply saying, I see you were automatically registered to another tournament (I did not play in any tournament on that ticket), and "That promotion is expired, thank you for your understanding".

I was a little ticked, so I wrote back to say that I felt that if I was a high roller they would have treated me differently, and that they should treat everyone equally, because you just never know when some one is going to cross the line into addiction, and sell their house to play on their site, and they wouldn't want to miss out on that.

I immediately withdrew my deposit, which let abotu $25 in my account, but then I get an email saying they were highly concerned about my comments, and they would be transferring me to "Responsible Gaming", and then suspended my account on the premise that I might have a gambling problem. Priceless, since I'd been playing on the same $100 since 2008 ~ they changed their system though, so I was no longer able to win $55 tourney tickets and cash them out as tournament money, so that $100 dwindled over the last year playing 10 rebuy tourneys, and the odd advernturous $11 tourney (to rebuy in a tourney I'd won from a Satellite. . .

At any rate, after a week of back and forth, with me saying, just refund me my money, and we can merrily go on our way, my account is still suspended, and I cannot withdraw the last $25 because the minimum withdrawal is $100. . .

Up until this point, I would have sung Pokerstars praises, I loved their site, it was the only site I was signed up to. It's pretty clear to me the employee was just being petty by sending me to "REsponsible gaming" ~anyone taking even a brief glance at my gaming history would see that I am a total chicken shit, and far from an obsessed gambling addict who throws good money after bad. And let's call a spade a spade, does anyone really believe that pokerstars cares if you are a gambling addict? I do think this is a government regulation, this "responsible gaming" entity.

Anyway, I signed up with 888 poker, deposited $20 US, end up with TONS of free tickets, free plays on their other betting options, and within two days, turned that $20 into $40 in real money, so the fact that Pokerstars couldn't honour a promotion that is still up on their site, and shoot me a lousy five bucks to compensate for their inability to properly manage their website, and give me the free entry into the tourney I'd won ~ just mind boggling.

I do prefer the graphics on Pokerstars, but they've left such a sour taste in my mouth, I'm fine with just walking away.

Next step is to take it to the uk gambling commission if they don't want to give me my money back ~ you can't suspend someone's account, and hold their money hostage.

I feel I am owed an apology for being accused of being a gambling addict ~ and if I had a million dollars , I'd stick them with a defamation suit just for fun.

I don't know what happened this time with the support at Pokerstars, after years of stellar service, but I am not amused by their antics this time.

And, as I have been reading in other threads, they do now claim that it might take up to a full 72 hours to respond. And let's not miss the fact, that every time I send an email, it's a different employee that responds. . . The site has gone downhill for sure, but I doubt that will affect all the money they are raking in. . .

Lots of good sites out there, don't settle for sub par.
 
Tammy

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Sorry but you shot yourself in the foot when you mentioned gambling your house away. I realize it was a tongue in cheek comment, but I am certain that they have a protocol that they are required to follow by law to protect themselves.

It's just like when people are mad after a bad beat and ask for a self-ban. Then they sleep on it and the next day realize they really do want to play poker--the poker site cannot reinstate their account until after the specified, requested time. They have no idea who is serious, who is being sarcastic, or just on tilt. They have to treat all cases the same.

This is a good example of not letting your emotions get the better of your actions, unfortunately. That said, I hope you get your money back. I'm certain that once their initial investigation or holding period or whatever they call it is over you will get a refund. Keep us posted on that end.
 
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jsh169

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PS is garbage they have flat out gave the finger to the players, now greed has taken them over.
 
najjah166

najjah166

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I also always said good of thepokerstars, but more I'm disappointed with their service, ps was blocked my account, they sent me an email asking me what is the link between two players, who were my son and a friend of his, PS think I have 3 accounts, something that is not true, so PS asks me to send them my ID, and a bill justifying my home address, I sent them all these documents, but I do not receive any response from PS, and my account is still blocked. I am really disappointed with PS.
 
Zorba

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I feel I am owed an apology for being accused of being a gambling addict
Lol, like Tammy said, it was your own doing :shot: so why would they need to apologise.

I voted this, Pokerstars is the best site I've ever played on!!!

But the option should have been Pokerstars is the best site I've ever played on and it's customer support is the best in the business!!!
:bandit:
 
C

corazon67

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They falsely accused me of being a gambling addict, that's why they should apologize. And I am certain the employee did it because he was offended by my freedom of speech.

I would not have deposited $100 with no bonus offer ~ i would have expected that to last me a year, and I still had money in the account. Also I did not get to play in the tournament that they say I played in.

This is my first bad experience with pokerstars. They can't suspend my account, and keep my money, all I've been asking for is that they refund all the money to my account ~ we are now talking about 10 days since that happened.

My vote is, this time, their customer service leaves a lot to be desired. I'm sure if I'd gotten a less petty employee, this would not have happened. I've read lots of posts from people saying they are disappointed in pokerstars, but I am happy for you that you are still enjoying their site, and their customer service is still up to par for you.
 
C

corazon67

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Sorry but you shot yourself in the foot when you mentioned gambling your house away. I realize it was a tongue in cheek comment, but I am certain that they have a protocol that they are required to follow by law to protect themselves.

It's just like when people are mad after a bad beat and ask for a self-ban. Then they sleep on it and the next day realize they really do want to play poker--the poker site cannot reinstate their account until after the specified, requested time. They have no idea who is serious, who is being sarcastic, or just on tilt. They have to treat all cases the same.

This is a good example of not letting your emotions get the better of your actions, unfortunately. That said, I hope you get your money back. I'm certain that once their initial investigation or holding period or whatever they call it is over you will get a refund. Keep us posted on that end.


I did not say I was a gambling addict, I said I felt they should all players the same, because I was certain if I was a highstakes player, they would have scrambled to make good on a deposit bonus still advertised on their site. And then came the cheeky comment that they shouldn't dishonour promotions on their website, because you never know when someone might cross the line into addiction, and then they'd miss out on all that money. Do we really think pokerstars cares about addicts? I am certain the "wecare" division is government regulated. A quick look at my gambling history would show that I play mostly 10 cent rebuys, and stay even for the most part. I would have expected that $100 to last me at least a year. If the employee had written back to say, I was offended by your comment, I'm suspending your account for x days, that would have been fine, because I am sure that is what this is all about ~ the easiest way to retaliate was to accuse me of being a gambling addict. I have not heard from them for about four days ~ my last email to them was one sentence, "Can you please outline why my account was suspended?". So right now I can't withdraw my $25 because it doesn't meet their $100 minimum for withdrawal, and I haven't heard from them in more than 72 hours ~ which is now their mantra, incidentally, "We'll get back to you within 72 hours".

Yes, I could have been more diplomatic at the outset, but I was reeling from shock at the sudden turn in the quality of customer service ~ pokerstars had been amazing prior to that.

Playing 888 now ~ I do like the graphics better on pokerstars, admittedly, and people seem to suck out hands ALL The time on 888, but for an average at best player who only plays for tiny amounts of money, it's good enough. Plus, you can throw things at people, like snowballs, pies, and even a trophy that goes "tink" when it hits the intended players head. Haven't used the option much myself, but it is kind of fun to watch. I think pokerstars just got too big ~ when I first started playing on that site in 2006 it was amazing ~ they even had live chat customer service back then, and the games seemed to be better. And people used to have friendly, and sometimes very amusing chats ~ that was the big thing I noticed after taking five years off (left my money parked all those years), everyone seems so serious now, and I've hardly seen anyone chat in the last six months or so. Complaints that someone called a bet only to suck out a hand, that's about it. . .

Anyway ~ if they do want to say I have a gambling problem, it will be interesting to see how they try to justify that assertion. . .
 
eniseysmail

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And yet I think this is some kind of misunderstanding with pokerstars. I think that you will reach a compromise with their support. Understandably, this incident will not allow itself to be forgotten. Yes, and I myself as it is already starting to be disappointed in this room, but I think it from my fatigue. In general, good luck to you.
 
terryk

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Yes,it sounds like you had a hissy fit with CS and they reacted in kind.:eek: You got what u deserved,,,,:pcguru: If you want someone to help you,trying being nice next time. :)
 
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