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PokerStars Security - Location Confirmation Required

    • s2maestro
      Joined: 06.01.2015 Posts: 2
      We are writing to inform you that your account is suspended pending a standard security check, which many of our players have successfully undertaken.

      An initial review of your account has revealed that you may have used PokerStars real money services while you were physically located the United States.

      As a result of this initial review, PokerStars has determined that:

      1. You FIRST used PokerStars' real money services from the United States on/around 12/19/2014.

      2. You LAST used PokerStars' real money services from the United States on/around 12/20/2014.

      3. During the above period of time, you were revealed as connecting to our services using the internet service provider (ISP) Verizon FiOS, which we believe provides consumer internet services in the United States.

      4. It seems that during the above period of time you may have tried to hide your true internet protocol (IP) address, so as to appear to our automated servers that you were not located in the United States.

      In moving forward, we would appreciate if you could please address the following questions:

      1. Where are you currently located?

      2. Have you used PokerStars' real money services while physically located in the USA since 15 April, 2011?

      3. If so, are the dates that we have listed above for your first and last access from the United States correct? If not, what are the correct dates for your first and last access from the United States?

      4. Is there any other information that you would like us to take into account here?

      Furthermore, we request that you please provide the following documents:

      1. A clear photocopy of a valid Government issued ID card or passport (front and back).

      2. If you were visiting the USA, we kindly request that you provide us with a copy of your passport's entry stamp into the United States and the entry stamp into the next country that you visited when you left. If you did not receive either stamp, we may accept copies of your flight itineraries and/or boarding passes.

      3. If you were not in the USA we require proof of your whereabouts during the dates in question. We can accept a Bank or Credit Statement showing transactions placed in the following dates: from "12/19/2014" to "12/20/2014".

      Please note, if you only receive online bank statements you are welcome to send a screenshot of your statement, ensuring your name, current address, and a recent date are clearly visible. The image taken must be of the entire screen as the URL (the address of a web page on the internet) must be visible.

      * If you are providing a Credit Card statement, the statement should show the first 6 and the last 4 digits of the card, and the rest of the numbers should be black out.
      * If you are sending a Bank statement then, you will need to black out the whole account number

      Our request for information is made in line with our Security Policy, as detailed in our Terms of Service. Please refer to the link below for more information on our Terms of Service, most notably section 4.3, which relates directly to the matter of account verification.

      Please be advised that, on occasion, we may be required to amend the Terms of Service. It is your responsibility to keep up to date with any changes made to the Terms of Service.

      Please note that we need to receive all the documents listed within 48 hours and that any missing documentation will contribute to a delay in the verification process, which may take up to 72 hours.

      Please use a scanner or a smartphone to obtain clear images of the requested documentation and send them to:

      Alternatively, you may send the document by fax at the following number:

      Attn: PokerStars Location Investigations Team
      Fax: +44-1624-630899 (international)
      Fax: 1-800-631-9050 (Canada toll free)
      Fax: 00800-7653-7782 (UK & Italy)

      Please ensure that if you are sending documentation via fax that you clearly write your User ID on every page.

      Once we have received all the required documentation we can then proceed further with your account review.

      Please also note that using another account to play on PokerStars during this review will cause any such account to be closed and the funds therein confiscated.

      We appreciate your understanding and cooperation and look forward to hearing from you.

      Kind regards,

      PokerStars Security Investigations Team


      Got this email on Feb 5th and I responded the email right away, but they didn't even read the email.
      What should I do?
  • 4 replies