Hi! When I tried logging in on Saturday, I found out that my account had been frozen. I emailed support@starsaccount.uk that evening, but had no response. On Sunday I emailed them again, but from a different email address and so far have not had a reply. They don't send auto-replies, so I don't know if they've received the emails nor how long it will take them to deal with the query. Any idea what I should do next?
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Hi savage1981,
This happens from time to time, and is usually cleared up quickly.
Email them from the account that is registered with them.
try support@starsaccount.eu -- or at least copy that address
In your email include your screen name, but no other identifying items. If they need them, they'll ask for them.
Be patient. Somewhere, someone is working on this and you should hear from them shortly. You say that this happened Saturday, and you sent an email that night -- since it is now Tuesday, if you still haven't heard, a follow-up email is quite in order.
Be polite and helpful.
All the best,
VS
Hello! I have similar problem. I registered on this site, made deposit 600$ but entered wrong e-mail. When I started changing it, I saw frozen message and now I can't access my account and my money. So, I e-mailed for 3 times them(this trouble happened 3 weeks ago) but only once I received auto-response, that they are busy and have a lot of e-mails. 3 week is too long I think, may be you can assist me?
Hi TriKoSka,
Since the problem is with the email address, emailing them will no likely work.
Since your account is frozen, you won't be able to use the in-client support tool.
Check to see if there is a telephone number that you can use.
It is also possible that one of your email messages will get a reply, but be patient, since staff is short, and task lists are long these days.
All the best,
VS
Originally posted by TriKoSka
Hello! Do you have some PS phone numbers? They didn't reply for weeks...
At the very bottom of PokerStars.com website is this information:
Copyright © 2001-2020, Rational Intellectual Holdings Limited. All rights reserved. This website is operated by TSG Interactive Gaming Europe Limited, a company registered in Malta under No. C54266, with registered office at Villa Seminia, 8, Sir Temi Zammit Avenue, Ta’ Xbiex, XBX 1011, Malta. License No. MGA/B2C/213/2011, awarded on August 1, 2018. Online gambling is regulated in Malta by the Malta Gaming Authority.
With that, it may be possible to find a phone number.
Since it includes their mailing address, a registered letter should certainly get there.
All the best,
VS
Originally posted by TriKoSka
My trouble was finished after conversation with support@starsaccount.eu
Great news!
I've noticed a lot of people have struggles with receiving a fair, or at best, prompt reply with Pokerstars Customer Service. It's to my hopes that posting on here, maybe will get some clarity or help to get my account up and running again. On December 6th,2020 immediately after making a deposit, I received a message (upon trying to login to the software) that stated "Your stars account has been frozen. Please contact us at support@starsaccount.com for more information." I did so immediately, The email I had received basically stated my account was under review due to the possibility of their being a duplicate account. I do remember having an old account however I hadn't used it since and use this one now, but along with following all their instructions and stating to close the account...I haven't received a single reply. It's January 12th,2021, since December 6th I've wrote out 6 email replies pleading to reopen the account or at least answer my replies. I've been very understanding and patient considering the longevity of this process. PLEASE let me know if there's anything I can do. it's driving me nuts
Well for one thing, recently all correspondence with PokerStars support has been through support@pokerstars.eu
I don't think is should make much difference, but i thought I'd mention it.
Cheers,
VS
Hi Vorpal,
At least I received a reply from you! thank you. I should mention I also (as of yesterday) emailed for a 7th time to the support@pokerstars.eu email address. I tried emailing because I had seen you mentioned it in previous threads and figured (despite posting a thread of my own on this) I'd also try reaching out this way as for some reason I haven't heard anything since. I know it's still early considering I just recently emailed the new address you had suggested, but this issue has been ongoing since December 6th
Originally posted by boypoker666
Hi Vorpal,At least I received a reply from you! thank you.
The problem is that no one in for forums can really help.
All we can do is offer encouragement.
Patience is the key...
All the best,
VS
Hi, today i have 2 weeks since waiting for an answer from the support? please tell me how long it takes to receive an answer, acccount is frozen, documents, explanations have been sent! I'm sorry but my patience is gone! I have no idea where to write to find someone who can explain something! Bad)
Hi Yfffffff7,
Welcome to PokerStrategy.com! 
Unfortunately, this is just a poker forum. No one here has any access to PokerStars account information.
Patience is the most important thing you can have right now.
Once PokerStars has your documents, they must be sent to be confirmed by someone -- all this can take time, and sometimes it can stretch to a very long time.
When dealing with PokerStars customer service, always be calm, helpful and polite. You want the agents to be on your side, and if you anger them they won't want to help as much.
If English isn't your first language, we also have forums in these languages...
Български, Česky, Deutsch, Español, Français, Italiano, 日本語, Magyar, Nederlands, Polski, Português, Русский, 中文
Your user name and password will be the same for all countries
All the best,
VS
Originally posted by ConnFrye360
open my accccount !!!
Hi ConnFrye360,
Welcome to PokerStrategy.com
You should be aware that PokerStars won't take action based on a forum post.
You will only be able to resolve your issue by dealing directly with their customer service department.
No-one here will be able to help, since no-one here works for PokerStars
Best of luck :gl:,
VS
Originally posted by savage1981
Hi! When I tried logging in on Saturday, I found out that my account had been frozen. I emailed support@starsaccount.uk that evening, but had no response. On Sunday I emailed them again, but from a different email address and so far have not had a reply. They don't send auto-replies, so I don't know if they've received the emails nor how long it will take them to deal with the query. Any idea what I should do next?
Eu tenho conta há mais de 10 anos, sempre tive um ótimo atendimento, porém recentemente tive a minha conta restrita para investigação, pois reclamei no chat o fato de não conseguir sacar um dinheiro que meu marido ganhou e transferiu de presente de aniversário pra mim, como reclamei e disse que estava jogando o dinheiro que eu queria sacar, eles me bloquearam me fazendo um monte de perguntas relacionadas a vicio hauhauha depois de mais de 10 anos de jogo, eles me perguntam se eu sou viciada quando eu quero sacar o meu dinheiro, para depositar não perguntam nada. Mas tudo bem, após 3 dias liberaram a minha conta, eu gastei todo o dinheiro que eu queria sacar, mas tudo bem, depositei mais para eu jogar, e então me bloquearam novamente, desta vez para investigar qual a ligação minha com o meu marido, pois usamos o mesmo celular para jogar, eu já expliquei inúmeras vezes que só temos um aparelho em casa que de para jogar, mas não adianta, já faz mais de uma semana que minha conta está bloqueada, mando inúmeros e-mails sem sucesso, eles estão tão bem de clientes, existem tantos jogadores on line que eles não parecem se preocupar com os que jogam pouco, não fazemos falta.
Hi Daniello269,
Welcome to PokerStrategy.com
Was this meant for the Portuguese forum?
You are quite welcome to post in the English forum, but please post in English.
If necessary, you can translate to English using Google Translate before posting.
Thanks!
VS