As I said in a previous post my account was frozen for a fortnight no explanation then it was unfrozen.A couple of days later I decided to play in a tournament up comes the message your playing priviliges have been withdrawn,contact support for more information.Three days later I get another email thanking me for my assistance and I am now fully reinstated and able to play and still no information what it was all about because I know I did nothing wrong.

Originally Posted by BobbyMorton

As I said in a previous post my account was frozen for a fortnight no explanation then it was unfrozen.A couple of days later I decided to play in a tournament up comes the message your playing priviliges have been withdrawn,contact support for more information.Three days later I get another email thanking me for my assistance and I am now fully reinstated and able to play and still no information what it was all about because I know I did nothing wrong.

Honestly their support is a bunch of donkeys. I had a legal question for them and they didn't even reply for 3 emails in a row. It's been 2 months now and I haven't heard from them.

Unfortunately they are a big enough site that they can afford not to give an ish.

In all fairness, I can't fault the cust svce folks at Pokerstars for not getting it right all of the time. It must be near impossible to respond to the multitude of e-mail complaints that they get every day. These e-mails are coming in from all parts of the world, many from people who don't speak english very well, if at all.

I'm sure they are treated like most call center staff - poorly. Volume before quality is usually the mantra in call centers.

And of course, we rarely go out of our way to make a post about Pokerstars just getting it right, with no particular fanfare.

So yes, it doesn't seem like your call was handled correctly or well. The company isn't perfect, but I'm pretty sure the call center staff are just normal people trying to get through their day.

Earlier, PokerStars Support was one of the best. They have always been in contact with me for 24-28 hours. Now they are working just awful, you can expect two weeks to two months to respond. They justify it by the fact that they have a lot of appeals and a lot of work.

Originally Posted by BobbyMorton

As I said in a previous post my account was frozen for a fortnight no explanation then it was unfrozen.A couple of days later I decided to play in a tournament up comes the message your playing priviliges have been withdrawn,contact support for more information.Three days later I get another email thanking me for my assistance and I am now fully reinstated and able to play and still no information what it was all about because I know I did nothing wrong.

In General, such situations seriously reduce the authority of the site. Such a company that earns millions and millions simply must have operational support and open reasons for certain actions. It's not the first time I've heard stories like yours, and it's making me look for an alternative more and more. I consider such actions unacceptable, especially without explanation. In such situations, you need to unite and demand an answer from them!

When I first registered at pokerstars, that was in 2012, they used to reply to emails in 30 minutes. You could send them email, go smoke, have a snack and come back to read email from Pokerstars. Now it's weeks. Such a shame.

The extended time to reply is probably due to the huge client growth..

Stars is my favourite site, I'm probably a little naïve with my love for them, but I will admit that even through my rose-coloured spectacles they seem a little tight with the purse strings. For all the profit they make they should be equally as committed to their customers as they are their shareholders...

Simultaneously steadily increasing the rake and decreasing the freebies & perks seems imbalanced in that regard.

Sorry Stars, ilu still though! <3

Originally Posted by BobbyMorton

As I said in a previous post my account was frozen for a fortnight no explanation then it was unfrozen.A couple of days later I decided to play in a tournament up comes the message your playing priviliges have been withdrawn,contact support for more information.Three days later I get another email thanking me for my assistance and I am now fully reinstated and able to play and still no information what it was all about because I know I did nothing wrong.

Either it was some kind of security clarification because flags were raised for whatever reason or they just need to pause your access while they investigated something.

If you did nothing wrong you have nothing to worry about!

In your other post did you mention multiple accounts or was that someone else? (no pun lol)

Stars are under no obligation to allow any individual to access their services, right to refusal. They can remove anyone's account if they feel it necessary to ensure security etc etc.. Surely?

You agree to their terms, you get to play. No?

Originally Posted by MattRyder

In all fairness, I can't fault the cust svce folks at Pokerstars for not getting it right all of the time. It must be near impossible to respond to the multitude of e-mail complaints that they get every day. These e-mails are coming in from all parts of the world, many from people who don't speak english very well, if at all.

I'm sure they are treated like most call center staff - poorly. Volume before quality is usually the mantra in call centers.

And of course, we rarely go out of our way to make a post about Pokerstars just getting it right, with no particular fanfare.

So yes, it doesn't seem like your call was handled correctly or well. The company isn't perfect, but I'm pretty sure the call center staff are just normal people trying to get through their day.

One solution is to hire more staff to compensate for the extra volume so that they can maintain the quality they once had.

Getting no response to 3 of my emails for 2 months straight (still haven't heard from them) is what I would call really bad support.

I don’t know why you have such a relationship with support, but for my few inquiries I always received a relatively quick response and with real help.

don`t know about huge growth when all the guarantees drop down ...

their support was kind of great and now is rubbish.no answers , no explanation , nothing.

they do as they please and answer to no one.

if you deposit you are a premium custumer.if you withdraw they try to get rid of you.

this is what pokerstar.com has became.

Originally Posted by liuouhgkres

When I first registered at pokerstars, that was in 2012, they used to reply to emails in 30 minutes. You could send them email, go smoke, have a snack and come back to read email from Pokerstars. Now it's weeks. Such a shame.

that's true. I don't know neither what happened there but the support terrible now

go to the ACR poker site
they have very good software and very good support service
the support service responds immediately
other poker sites torment their players with stupid conditions

Originally Posted by nurjemal

go to the ACR poker site
they have very good software and very good support service
the support service responds immediately
other poker sites torment their players with stupid conditions

ACR software is ridiculously bad and traffic for tourneys is very low.

It's a shame Pokerstars still have the best software and most traffic because as a company as a whole they have substantially become worse over time. Their email support is awful and their rakeback system with the chests is a big joke.
Any one who wants to become a grinder should play at Party, as you have the chance of receiving 40% rakeback which is a significant number and will help massively in the long run.