PokerStars closed down my account permanently

    • Tunatic
      Tunatic
      Bronze
      Joined: 13.03.2011 Posts: 246
      Hey everyone, I am posting this basically just to know whether any of you guys have ever had any similiar occurance, and whether there is even a point for me to keep chatting with their support or should I just get over PS?

      Anyhow, I have gambled on PokerStars (for real money) when I had been 17 years old (maybe even 16), and of course I registered with false data. A few months before turning 18 I stopped playing and decided to not gamble at all until I was of legal age (18). The first day I turned 18 I registered ANOTHER account at PS, as I did not want to go through all the customer support stuff again and I simply thought foolishly that my old account will be forgotten.

      When I tried depositing, my account automatically got blocked and I had been messaged the following:
      Hello ***********,

      Deposit and Cashout Transactions are currently disabled in your account as it has come to our attention that your account is associated with a player with whom we have an outstanding issue.

      In order to assist you in clearing your account, we kindly request an explanation of your association to '************'.

      It is standard procedure to request an explanation when this type of situation occurs. Since we have to make sure that you are not the same person as the above player, we would like to ask you to email or fax us a clear photocopy of your driver's license, front and back, or other government issued photo ID.

      If you have already provided the requested documentation for your account, there is no need to resubmit this information again. Please respond however, with your association to the above player.

      We do not mean to imply any wrongdoing, however, please understand that we have to make security checks routinely to make sure that PokerStars remains a safe and secure environment for its players.

      Please note that your deposit attempts will not be processed until your account has been cleared of this relationship. You will receive this automated email every time you attempt to deposit until this matter has been resolved. Once your account is cleared you will receive an email letting you know that your account has been approved for all real money transactions.

      If you have access to your PokerStars account we ask you to please log in and upload all requested documents via the client.

      Please go to Help > Contact Support / Upload Documents > Select Category > 'Security' > Sub-Category 'Documents' and you will be able to upload documents with a size up to 5 MB.

      If you are not able to log into your account please scan or make a digital photo of your ID (front and back) and send it to "PokerStars Security" <security@pokerstars.com>. If possible, please include the code "REL123" somewhere in the Subject of your email.

      Alternatively you can fax the documents to one of the following numbers:
      1800 631 9050 from the US and Canada
      +44 1624 630899 from any other country

      ***(Please include your UserID on ALL Faxes sent)

      If you have any further questions, please email "PokerStars Security" <security@pokerstars.com>

      Regards,

      PokerStars Security


      So I did as they asked, and described the whole situation of me gambling underage including my documents.

      Their next E-mail follows:
      Hello ******,

      Thank you for your email and documents.

      Unfortunately your account '******' has been permanently closed and will not be reopened under any circumstances.

      As per our Terms and Conditions available at: http://www.pokerstars.com/poker/room/tos/
      ‘PokerStars retains authority over the issuing, maintenance, and closing of Users' accounts at PokerStars'.

      We wish you good luck in the future.

      Regards,

      Anthony
      PokerStars Security Team


      Obviously, I was pissed off, the reason for banning me permanently just because of gambling underage did not seem a good enough reason. So I messaged them back, asking them to explain why such a ban. Sadly, I do not seem to have the last E-mail anymore, but I can just explain it. Simply, they said that I will not be able to play at PokerStars again because I have closed my previous account when I was underage myself, even though that has never happened.

      I went to PartyPoker for about a month, and then started to miss PS. So I messaged them whether there is a chance I can somehow proove that I had never closed my account and if they can forgive me playing underage. After a week I have not received a reply, so I messaged them again, and they replied that my E-mail is in the queue, and that I need to wait a bit longer.

      It has now been about 2 months since that E-mail. Should I even bother with messaging them any further? My ban just doesn't seem fair.

      Best regards,
      Tunatic
  • 6 replies
    • datsmahname
      datsmahname
      Global
      Joined: 23.11.2009 Posts: 1,366
      I sort of suspect they had a good reason for doing this. You lied to them about your age, confirm that you've multiaccounted, and it sounds like they already had a problem with the original account... if you knew about that original problem, but chose to sneak around anyways I can see them identifying you as a reoccuring problem.
    • LONGPLAY66
      LONGPLAY66
      Bronze
      Joined: 17.05.2009 Posts: 228
      pokerstars has a strict policy against under age playing..you only have to think of the annette15 case, oh wait.. :D
    • Tunatic
      Tunatic
      Bronze
      Joined: 13.03.2011 Posts: 246
      Originally posted by LONGPLAY66
      pokerstars has a strict policy against under age playing..you only have to think of the annette15 case, oh wait.. :D
      lol yeah, thought of the same thing. Doesn't really make it fair, lol.

      And to the poster above, I still think a permanent ban is too strict of a punishment. After all, gambling underage does not mean that the chances of me cheating at PokerStars or breaking the rules are much higher.
    • datsmahname
      datsmahname
      Global
      Joined: 23.11.2009 Posts: 1,366
      I remember a story about a pro who got caught multiaccounting... it took a while but they let him back on. Justin Bonamo i think it was... If we have the story right then id say read up on how things went with him. In his case he ended up apologizing publicly as i recall, obviously this would be different.
    • Maniatrix
      Maniatrix
      Bronze
      Joined: 01.11.2008 Posts: 674
      Obviously if you had money on your account that they did this just as an excuse to steal it.
    • Akcus
      Akcus
      Bronze
      Joined: 22.12.2009 Posts: 156
      Should have just said you have no idea who that person is, or it was a friend, not you.. Never admit a crime to authority lol, always get screwed...