PokerStars freezes my PokerStars.Es Account

    • Andy99999555
      Andy99999555
      Basic
      Joined: 28.06.2010 Posts: 6
      I recently posted this on the 2+2 forum where it got moved to the Zoo two times for no apparent reason and without any explanation. Therefore I left two+two for ever.

      So here is the issue:
      1. Am from Germany and on vacation in Spain
      2. Couldnt play anymore here in Spain since the regulation kicked in
      3. Contacted PokerStars.Com
      4. Received the information to create a new Account
      5. Created new Account
      6. Account Frozen
      7. Asked PS how to continue....they have to investigate (for two days now)

      This was my first post on 2+2 (moved to Zoo, thank you forum admin, well done!):

      Hi, am currently on vacation in spain and all of a sudden couldn't play anymore on pokerstars.com (because of the new regulation) so I emailed support. They told me that it is not a bug that I cannot play any more and that I would have to create a new account on pokerstars.es to be able to play. So I created a new account. The registration process is still buggy as I could not enter my german phone number. Then I deposited some money and BANG got frozen for dupplicate account. I wrote another email and they told me that they have to verify it. Obviously their right hand doesn't know what the left hand does as we say in germany. Am really pissed. Mii


      Here my first mail that I sent to Stars on the 12th of June:
      Hello Support, I am currently on vacation in Spain and cannot register for real money play anymore. Is this because of the new spanish regulations? Will the games remain blocked for people visiting from Germany or is this some kind of software bug? Can I open a pokerstars.es account to play some? Kind Regards


      Here is their reply on the 12th of June, actually they replied within 10 minutes:
      Hello XYZ, Thank you for your email. Answers to your questions: > Is this because of the new spanish regulations? > Yes > > Will the games remain blocked for people visiting from Germany or is this some kind of software bug? > Not a bug > > Can I open a pokerstars.es account to play some? > Yes you can! > > Allow me to further explain the situation to you; all users who play from Spain have to create an account on PokerStars.ES. Once an account is created for PokerStars.ES, it cannot be used at PokerStars.COM anymore. > > Therefore, if you are visiting Spain only for a while, we would advise you to create a brand new PokerStars.ES account, which can be used only from Spain. > > Please note that for real money activity you will have to complete the Real Money Account Form. To do so, please click on the cashier and then “Buy Chips”; select the “Not Spanish citizen or resident” option, and complete the requested information: > > - Full Name (Second last name is optional) > - Date of birth > - Gender > - Telephone Number > - Address > - Foreign ID Number > > You will also be asked to send a copy of your Photo ID document and a copy of a utility bill to prove your identity and address. We kindly ask you to send the requested documents within 30 days after completing the form to verification@pokerstars.es or upload them from the PokerStars lobby. To do this, please go to "Upload/Send Documents" and follow the instructions. > > Please do not hesitate to contact us again if you require any further assistance. > > Regards, > > Marjaana > PokerStars Support Team > --- > We are poker!



      On the 14th of June I sent this email:
      Dear PokerStars Support, Am still on vacation in Spain and I just tried to create an account on PokerStars.Es However, my telephone number is not being accepted. It is 0049 69 999999999 (which is a valid phone number). It does not matter wether I use Account -> Change Account -> Add / Change Phone Numbers... or try the other form where I have to specify my address (appears during depositing). How can I deposit money and play? Thanks a lot. XYZ


      NExt my account got frozen so I sent this mail on the 14th of June:
      Hello Support, I am from Germany and currently on vacation in Spain. I was told by support I have to open a new account on pokerstars.es in order to play from here. I tried so but it wouldn't accept my german telephone numbers (fixed line or mobile failed both). So I decided to use my local mobile phone number which got me registered successfully. Next I tried to deposit 55 Euro which resulted in my new account to be frozen. That really suckz. Kind Regards / XYZ


      The PS support replies with:
      Hello XYZ, Thank you for contacting PokerStars. We have forwarded your email to our Verifications Team for their review and action. You will receive a response as soon as possible. Your patience is very appreciated. Regards, Shiana PokerStars Support Team --- We are poker!


      And next I got sent this two times, one time from pokerstars.com one time from pokerstars.es:
      Hello XYZ, During a routine review, we have identified that you have created the following accounts: <Account1> <Account2> Note that, as stated in our terms of service, PokerStars only permits one account per player. Your duplicate accounts have been closed and only the account 'Account1' will remain open for your use. Any remaining funds (real money) and FPP's in the duplicate accounts have now been transferred to your active account. To avoid any future inconvenience, we ask you to read and abide by the terms of service published on our website at: http://www.pokerstars.com/poker/room/tos/ Please be advised that on occasion, we may amend the terms of service and it is your responsibility to keep up to date with any changes made to them. If you have any questions please do not hesitate to contact us at any time. Kind Regards, Sam PokerStars Verification Team


      Am still waiting on anything since then. I didn't expect it to be resolved in 10 minutes but 2 days should be sufficient.



      Andy99999555 / aka Mii

      Sidenote: There is a nice casino here in my area which works (after you show them your passport for registration) and I know of some SNGs (10$) that take place at another location. PartyPoker.ES works as well with a new account.
  • 8 replies
    • Andy99999555
      Andy99999555
      Basic
      Joined: 28.06.2010 Posts: 6
      Just stumbled across this and I wasn't the only one who got hit by the ban hammer.



      Who's next??? David Sklansky?? However....I don't need this 2+2 forum. And Sklansky books are somehow "old" to me theese days....
    • thazar
      thazar
      Silver
      Joined: 14.09.2009 Posts: 6,561
      Hi Andy

      the good news is at least you did not lose any money. From what I can read, any funds on your .es account was transferred to the .com account. PokerStars has in most case a very good support.

      It seems that in this case PokerStars have conflicting rules. your best bet in my opinion is to stay patient and send emails to support (don't send to many - just wait for their reply each time). and try to get a an answer that is consistent. either you are allowed to open an account on the .es or you are not because you have a .com account. If you are not, well, too bad you won't be able to play.

      Another thing is, occasionally we have PokerStars representatives answering on our boards, so you might get an answer this way as well.

      in any case best of luck into getting this issue resolve and please keep us informed of the result.

      Regards

      Thazar
    • thazar
      thazar
      Silver
      Joined: 14.09.2009 Posts: 6,561
      PS I can not see the video
    • Tomaloc
      Tomaloc
      Bronze
      Joined: 17.01.2011 Posts: 6,892
      Originally posted by thazar
      PS I can not see the video
      there seems to be a little bbcode mistake. :f_biggrin:

    • thazar
      thazar
      Silver
      Joined: 14.09.2009 Posts: 6,561
      Thanks Tomaloc, oh yes that was a lol moment, was in the news section actually.

      keep us informed andy if anynews
    • Andy99999555
      Andy99999555
      Basic
      Joined: 28.06.2010 Posts: 6
      Well, today I found this email in my inbox (looks like the one I received previously). It seems they do not always read the mails that the customers send them (probably for performance reasons lol):

      Hello Andreas,

      During a routine review, we have identified that you have created the following accounts:

      Account1
      Account2

      Note that, as stated in our terms of service, PokerStars only permits one account per player.

      Your duplicate accounts have been closed and only the account 'Andy9999123' will remain open for your use.

      To avoid any future inconvenience, we ask you to read and abide by the terms of service published on our website at:

      http://www.pokerstars.com/poker/room/tos/

      Please be advised that on occasion, we may amend the terms of service and it is your responsibility to keep up to date with any changes made to them.

      If you have any questions please do not hesitate to contact us at any time.

      Regards,

      Sebastien
      PokerStars Verification Team


      I am still unable to play....
    • Andy99999555
      Andy99999555
      Basic
      Joined: 28.06.2010 Posts: 6
      Well, Pokerstars has resolved the problem in the meantime and made it possible to play. However, it will only work if you have an address in spain (utility bill and so on).

      Here is the email I got:
      > Hello <Dude>,
      >
      > Thank you for your email.
      >
      > We do apologize for the misunderstanding.
      >
      > We have reinstated your account to make sure you can log in and play with us again. Please contact us immediately if you experience any further difficulties.
      >
      > Please remember to play for Real Money, fully verifying your .ES account will be required.
      >
      > If you cannot send any Spanish utility bills, please note that your account cannot be verified, and you will not be able to play for Real Money on PokerStars.ES. To play in your usual account, you must be outside of Spain.
      >
      > Once again, we thank you and hope that you will continue to enjoy playing at PokerStars.
      >
      > Regards,
      >
      > Sebastien
      > PokerStars Verification

      Thank you PS :)
    • thazar
      thazar
      Silver
      Joined: 14.09.2009 Posts: 6,561
      weeee great news!

      good luck at the tables ;)

      Thazar