delay in being credited ps points

    • seacat22
      seacat22
      Silver
      Joined: 10.08.2013 Posts: 282
      this month I am doing the level up promotion play 20 days earn points level up .There is usually a small delay while points are credited understandable. This month however I have played every day 24 days and the count has been frozen at 18 days for 3 days despite me playing. What is going on?
  • 24 replies
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,715
      Hey seacat22,

      Are the missing days showing as pending? Are you playing at WH?

      Regards

      Laz
    • seacat22
      seacat22
      Silver
      Joined: 10.08.2013 Posts: 282
      no playing at pokerstars last 14 days and pokerstars and ipoker before then everything was coming through fine until 3 days ago
    • TinoLaan
      TinoLaan
      Bronze
      Joined: 12.10.2011 Posts: 6,432
      Hi seacat22,

      Can you check if Information Sharing is still enabled for you? You can find this under the Account menu in your PokerStars software.

      Cheers,
      Tino
    • seacat22
      seacat22
      Silver
      Joined: 10.08.2013 Posts: 282
      ok checked that it is activated
    • Mark1790
      Mark1790
      Silver
      Joined: 14.09.2010 Posts: 245
      My count has also frozen at 18 days.
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,715
      Hey guys,

      Any updates?

      Regards

      Laz
    • seacat22
      seacat22
      Silver
      Joined: 10.08.2013 Posts: 282
      still frozen at day 18 very annoying as I am sure I have completed requirements for upgrade
    • Anomic
      Anomic
      Bronze
      Joined: 14.01.2012 Posts: 558
      pending since 14th of april for me
    • seacat22
      seacat22
      Silver
      Joined: 10.08.2013 Posts: 282
      @anomic which room/s
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,715
      Originally posted by seacat22
      @anomic which room/s
      And Mark1790 as well. :f_smile:
    • Mark1790
      Mark1790
      Silver
      Joined: 14.09.2010 Posts: 245
      Pokerstars heres latest stuff


      Hello Mark,

      Thank you for your email.

      We have forwarded your email to the team responsible for handling this request. You will receive a reply as soon as possible.

      Your patience is highly appreciated.

      Regards,

      Paula Z
      PokerStars Support Team

      ***************
      What´s your natural poker IQ? Find out here: http://pstars.im/1C6Qagb


      > _______________________________________________________
      > From: Mark <markxxxxxxxxx.net>
      > Sent: 04/26/15 09:58:29
      > To: support@pokerstars.uk
      > Subject: RE: PokerStars Support - StrategyPoints
      >
      > Hi
      > Any comments this is the last communication from Pokerstrategy on this issue.
      >
      >
      > Dear Mark1790,
      >
      > Thank you for getting back to us.
      >
      > The screenshots look fine, I do not see any issues. As my colleague stated there does not seem to be any problem with your account from our side. The user-ID seems to be right and you confirmed that you have enabled the information sharing.
      >
      > I can basically see two possibilities here:
      >
      > a) The tracking of your account has been under investigation but is not anymore. In this case you should receive StrategyPoints for your activity from the moment on the PokerStars support told you that everything would be fine with your tracking.
      >
      > b) The tracking of your account is still under investigation but the support of PokerStars had no information about it or has not seen it.
      >
      > We as PokerStrategy.com are unfortunately not informed about such investigations. We either receive StrategyPoint data for your account or we do not. In your case we have not received any data since the 18th of April. As soon as we receive data for your account we will credit StrategyPoints.
      >
      > Thank you for your understanding.
      >
      > Kind regards,
      > Krupsinator
      >
      >
      > Cheers
      > Mark
      >
      >
    • seacat22
      seacat22
      Silver
      Joined: 10.08.2013 Posts: 282
      I wonder how many players are affected by this and if they all uk players
    • Anomic
      Anomic
      Bronze
      Joined: 14.01.2012 Posts: 558
      Originally posted by seacat22
      @anomic which room/s
      bwin party
    • Ichorid
      Ichorid
      Bronze
      Joined: 14.12.2008 Posts: 11
      Same here, pokerstars uk frozen since the 18th. They told me they would pass it to the affiliate team as the email above. No news from them since Saturday
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,715
      Hey guys,

      @Anomic. Your SPs should have updated in the last 24 hours

      @ PokerStars.co.uk members. We have forwarded this to another department for further investigation as we don't appear to be having any trouble with their data reporting.

      Regards

      Laz
    • TinoLaan
      TinoLaan
      Bronze
      Joined: 12.10.2011 Posts: 6,432

      Hi guys,

      It appears this problem is being caused by a change we made to the way we import the StrategyPoint data for PokerStars. For one reason or another, there are some accounts for which we are not receiving any data with this new method. This is why your StrategyPoints have not been updated for a while now.

      Our IT department is working on this, so this will all hopefully be resolved soon! When the issue has been resolved, all missing StrategyPoints will of course be credited. In the meantime, apologies for the inconvenience guys :(

      In case the problem hasn't been resolved yet by the start of next month and you've missed out on a status upgrade, just send us a ticket. We might then be able to upgrade your status manually :)

      Hopefully that helps!

      Regards,
      Tino

    • Anomic
      Anomic
      Bronze
      Joined: 14.01.2012 Posts: 558
      Mine are updated now
    • TinoLaan
      TinoLaan
      Bronze
      Joined: 12.10.2011 Posts: 6,432
      Originally posted by Anomic
      Mine are updated now
      Nice one :f_drink:
    • Mark1790
      Mark1790
      Silver
      Joined: 14.09.2010 Posts: 245
      My points are also updated but the bonus points are still missing.

      cheers
      Mark
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