[Closed] Frozen account

That really does suck, my only suggestion is to wait patiently and work with there support

Also are you a vampire?

Best regards
matt

My recommendation: try to get the refund and skip to PartyPoker.

However, I can tell you that the PokerStars support is very friendly and willing to help, but are also very strict with their TOS. Therefore, they probably will not let you go without sending them what you were asked to send them.

I am not sure how it is about that bank account, just explain them the situation, they should sort it out.

Yes, I'm vampire.

I might play on PartyPoker later, but I liked PokerStars more due to reviews, PartyPoker doesn't have really good offers atm too..

I just don't understand why they need that much documents to verify it is me. I mean, wouldn't my email + ID + credit card photos enough.. Maybe a photo of bill or something too. Now I need to do that much stuff just to have it re-opened, why didn't they ask for any verifications before taking my money?

If they don't agree with me sending all the info except for filling the form with hand, I'll ask for refund, if they don't do that, I'll need to find some hole in their TOS and actions, having a family of which 3 members are national/international lawyers is sometimes good.

Hi IGotYourOuts,

I appreciate the ID process can be frustrating at times, but please bear in mind that the reason is to protect your account and your own money.

Please liaise with the support team to ascertain what documents would be acceptable to them and then maybe a family member or a trusted friend can help you to take the copy.

As you will no doubt appreciate, ID is something that all poker rooms need to verify your identity, so having a couple of spare copies or a digital scan of your documents will prove useful for future.

Let us know how you get on. Best regards,

Bart

Hey, Eagle.

I fully understand that this is needed, but I'm just saying that aren't PokerStars looking at this too strictly? I mean, why isn't ID + credit card + bills photos enough? And why wasn't it been 'strange' for them before they take the money?

I hope this will work out normally, and they won't take that much to respond to each letter (still waiting response to my original query).

Hello my friend,

Each platform asks for slightly different elements of ID. I've had all kinds of things asked for in the past including a rubbing of the credit card to show the indentation made by the numbers (to prove I physically held the card I guess and not just stolen the number ).

It is usually a one-off process though, so bear with them and I do personally find it reassuring that they go to these measures to protect our funds.

Best regards,

Bart

Do pokerstars offer a phone in support? might be easier to talk to them in person

Regards
Matt

I've sent an mail with ID + credit card photo + filled in form (added picture of my signature instead of scanning it, they asked for manual signature, technically it is an manual signature, so I hope there won't be problems and I have it unfrozen soon

If not I'll just ask for refund to the card, or will they ask for same info again if I want to do that too?

Got a pretty quick reply to my2nd letter

Thank you for your email.

We have received the documentation you sent, unfortunately some of the requested documentation is missing.

We can confirm that we have approved the following documents:

-Back of card ending
-Front of card ending

To complete your account verification we kindly ask that you submit the outstanding documents as listed below at your earliest convenience:

-Valid government-issued ID - the copy we received was blurry and not all details could be verified
-Recent Utility Bill - to verify the address registered on your PokerStars account
-Recent Bank Statement

Before submitting please ensure that the images of your documents are complete and legible to allow us to proceed accordingly.

Please help us keep our security procedures in place by sending the documentation requested by scan or digital image to investigations@pokerstars.com or if that is not possible, please fax us the information with your UserID visible on every page:

No idea why my ID was declined, it has been taken by a decent camera and isn't blurry at all, same ID photo was declined here too, maybe because it's photo of passport not an ID card? But I'll try submitting docs again tomorrow morning just as I get up

Thanks for advices everyone and good night

Did you make a pic of both sides of your passport? i had to do so atleast, hope this helps (:

The 2nd side of passport has nothing, only Lithuanian flag, it's not an ID card. I've made photos of my drivers licence now and have sent them.

THey asked for screenshot from bank with my recent history of transactions + my card nr in it + my name in it.

There is not a single screen at internet banking that gives all those details, and papers I have at home, you can't see your card number at any of those, so what am I supposed to send them?

Originally posted by lGotYourOuts
The 2nd side of passport has nothing, only Lithuanian flag, it's not an ID card. I've made photos of my drivers licence now and have sent them.

THey asked for screenshot from bank with my recent history of transactions + my card nr in it + my name in it.

There is not a single screen at internet banking that gives all those details, and papers I have at home, you can't see your card number at any of those, so what am I supposed to send them?

Prisijunk prie banko per neta ir užsakyk išrašą sąskaitos ant kurios kortelė registruota, ir matysis viskas ko jie is taves praso+adresas, asmens kodas. Bent jau aš naudoju danskebanka, tai viskas i vieną screenshota tilptų tiksliai

@Though strange, i deposited to pokerstars via moneybookers and cashed out like week ago, and stars did not even bother to check my ID the first site that made my cashout so smooth

Originally posted by sinsas

Originally posted by lGotYourOuts
The 2nd side of passport has nothing, only Lithuanian flag, it's not an ID card. I've made photos of my drivers licence now and have sent them.

THey asked for screenshot from bank with my recent history of transactions + my card nr in it + my name in it.

There is not a single screen at internet banking that gives all those details, and papers I have at home, you can't see your card number at any of those, so what am I supposed to send them?

Prisijunk prie banko per neta ir užsakyk išrašą sąskaitos ant kurios kortelė registruota, ir matysis viskas ko jie is taves praso+adresas, asmens kodas. Bent jau aš naudoju danskebanka, tai viskas i vieną screenshota tilptų tiksliai

@Though strange, i deposited to pokerstars via moneybookers and cashed out like week ago, and stars did not even bother to check my ID the first site that made my cashout so smooth

Tame ir problema, kad bankas Angliskas, o ir israsai siunciami man i namus Anglijoje, o man dabar bent 3 menesius nenusimato kelione ten.

translation: problem is that bank sends everything to my UK address, whlist now I am in Lithuania, so I can't get them here anyhow.

12hours no reply, lovely, I'm asking for refund

As before, bear with them. Once it's sorted out, you shouldn't have to go through it again.

They will let you know when they've reviewed your docs/correspondence.

Best regards,

Bart

If that is strict. I even need to have a notary sign my papers to prove it to be legit!

Originally posted by lGotYourOuts
12hours no reply, lovely, I'm asking for refund

Has this issue been solved please?

Originally posted by IngridN

Originally posted by lGotYourOuts
12hours no reply, lovely, I'm asking for refund

Has this issue been solved please?

It looks so:

Originally posted by lGotYourOuts
EDIT: All worked out. Acc has been reopened.

Originally posted by Bigniux

Originally posted by IngridN

Originally posted by lGotYourOuts
12hours no reply, lovely, I'm asking for refund

Has this issue been solved please?

It looks so:

Originally posted by lGotYourOuts
EDIT: All worked out. Acc has been reopened.

ah, yes. I'm blind obv

thanks Bigniux for pointing it out