PokerStars UK blocked me

[Haydena]

Hi so my account got frozen after i updated my phone number on the account i emailed stars support but no reply in over a week. i then messaged the pokerstars support on twitter and they blocked me luckily i had nothing in my account but now i cant even play at pokerstars what a shame and terrible customer support just thought i should let you all know. WHAT A SHAME!

 

[fundiver199]

Its a shame for you obviously, but to be honest your story is not very usefull to other people, since there is no information about, what actually happened. I am sure, no poker site freeze an account, just because the customer update his phone number, so there must be some ofter reason than this.

 

[Haydena]

nope literally that was the only reason as soon as i changed my mobile number my account froze instantly.

 

[19aleks57]

Hi, you are not alone, I have pressed several times to close the PS lobby, which did not close, as a result - access to games is closed ... Let's laugh together.

 

[Haydena]

Hi, you are not alone, I have pressed several times to close the PS lobby, which did not close, as a result - access to games is closed ... Let's laugh together.

What poker room do you play most on now?

 

[fundiver199]

Is there any chance, that your new phone number indicate, you have moved to another country? In that case its logical, that your account will be frozen. But you should then get a message asking you to contact customer service. My account was also frozen, when PokerStars found out, I was playing from sweden on an account opened in Denmark, before I moved to Sweden. But after I send documentation for my new adress, my account was transferred to the swedish license, and now I can play again.

 

[19aleks57]

What poker room do you play in the most now?

I don’t play poker yet, I work in social networks.

 

[Joe]

It’s not uncommon for mobile phone numbers to get reused after they’ve been disconnected and are no longer attached to the former customer.

It’s possible your new number was previously associated with a banned account or something like this.

If you are telling the whole story, it’s the only thing that makes sense to me... :dontknow:

Just have to try to calmly and politely defend your case with support but wait to hear back from them before sending any follow-up.

If you’re totally innocent as you claim I wish you good luck with it!

If no joy- plenty of other platforms to frequent.. :wink: