How to reply to a Pokerstars security inquiry
We from time to time have players get contacted by Pokerstars security about their accounts and actions. We strongly recommend being honest about your circumstances and what happened as they can verify quite a lot of information based on your account activities.
This is a non-comprehensive list of data they have logged on your account every time you log-in or open the Pokerstars software:
- Your IP address
- Your MAC code
- What programs are running in the background
- Whether you’re using a VPN or not
- What times you’ve logged on
- What games you’ve sat in etc.
- All of your played hands
Something to keep in mind is that they can compare this data across accounts as well.
Some tips and answers to frequently anxiety-causing questions:
- Depending on the exact circumstances, your account may be frozen for anywhere up to 3 months, depending on how overloaded the Pokerstars security department is. Generally, though we’ve seen most situations get resolved one way or another within a few weeks.
- Be polite – they can deny service to you, even if they don’t necessarily confiscate your funds.
- You should be emailing them multiple times a week, if not every day, to follow up and try to speed up your account/situation being reviewed.
- The Pokerstars Security that handles these situations doesn’t work on the weekends (Saturday – Sunday).
- Pokerstars Security is more likely to investigate an account after large wins.
Here are a few examples of situations we’ve run across recently:
Disclaimer: We don’t condone any of this behavior and won’t knowingly start working with a player who engages in it.
Case 1 | Playing on Wife’s account
After winning a large tournament the player was contacted by security. They asked about his relationship with another account (his wife) because there had been some play on both accounts a couple of years earlier. The player admitted that he had played on both accounts prior to understanding that this could be a problem.
Result: The Player’s wife’s account was closed (no money confiscated). The player account was re-instated. The process took ~2 days.
Case 2 | Creating a 2nd account
The player had been banned on Pokerstars around 4 years previously for alleged collusion (no money confiscated). The player then opened a new account and started playing again.
Result: After a couple of years, Pokerstars investigated his account, closed it, banned him again, and confiscated all funds in the account. The process took ~1 month.
Case 3 | Using a VPN
The player had a friend from another country ask him to open up a gnome account using other people’s documentation so that the friend could use a VPN to play on that account.
Result: Players account was banned for trying to open up the gnome account. Funds were confiscated. The process took ~1 month.
Case 4 | Third-party account relationship
The player’s account was frozen and he was asked about an account. He didn’t know anything about that account and said so.
Result: The player’s account was reinstated. The process took ~2 days.
Case 5 | Outdated documentation
The player’s account got frozen because his documentation wasn’t up to date.
Result: He sent in the updated documentation. The account was reopened. The process took ~3 weeks
Case 6 | Gordon Vayo allegedly playing from the United States.
This isn’t a case we’re involved in, but Gordon Vayo is suing Pokerstars in California. You can read the case here.
Result: From Pokerstars’ perspective the original result was a banning of his account and a confiscation of funds. It seems like it took ~6 months
Conclusion
You should follow Pokerstars Terms Of Service. Don’t play on other people’s accounts. Don’t let other people play on your account. Definitely don’t VPN from jurisdictions Pokerstars doesn’t service (US / Colombia etc.)
If your account does get tagged by security, it’ll most likely take a week or two to clear everything up – if you aren’t accused of doing anything egregiously wrong. If you were, don’t be surprised if it takes longer and your funds may be confiscated.
Always use the additional security measures that Pokerstars makes available (e.g. PIN, RSA token, etc.)
Did you find this information useful? leave your comment below ????
When I was told to install a newer version of Poker Stars I clicked on the install and my computer locked up right
away. I have not received anything back onm this problem for over three weeks
E-mail tonybarbaris@bellsouth.,net
Signed up today deposited money played for 30 minutes and had a message pop up saying my account has been frozen and kicked me off the account not sure why any ideas? I’ve emailed them but they dont work over the weekend from what I read from somewhere
I was trying to change to another credit card which would not be accepted even though everything entered was correctly. I tried to re-enter a previous credit card that had been active on the account and it was rejected also and my account was frozen. What do I need to do to unfreeze my account?
I had just purchased chip’s and my account was blocked because my visa card was rejected 2 times not because of my lack of funds. However I got in touch with my card holder and let them know I did try to purchase the chips.I was then able to purchase chips and then my account was blocked.I cannot get in touch with anyone at poker stars to try to help me.
Signed up today deposited money played for 30 minutes and had a message pop up saying my account has been frozen and kicked me off the account not sure why any ideas? I’ve emailed them but they dont work over the weekend from what I read from somewhere
i have had an account with poker stars for years but suddenly my account was frozen due to illness i haven’t had time to resolve this situation but now i need to know why. Could you please help me. ty David.
i joined a lobby in one tournament and by mistake left the lobby and signed out , after that i when i tried to log in it says that my account under a 24 hours self-exclusion period so i may not login. Can i get some help please , i wanna play now and not after 24 hours.
I have had a account with poker stars for year s but suddenly my account was frozen due to same times I haven’t had time to resolve this situation but now i need to know why. Pls could you help me. Ty Godfred
unfreeze my account please BIGBUCKS66
I was with Poker Stars for over 3 years and did not have any issues.
My only contact with their server was to agree with downloads as they installed new software (probably for security reasons?).
I only played on “Play Money” tables.
I cannot re-connect to Poker Stars since 2 weeks ago.
I’m in a bit of a dilemma as I cannot contact them for a response?
Not played on Pokerstars since 2015/2016 somewhere around there. Been a long time. Felt like going back as i have not been enjoying playing on 888. Which has been my pokersite of choice over the last few years. Logged in, after a couple of minutes for kicked out saying my account has been locked with an e-mail saying the following. “It’s come to our attention that you are closely associated with another account.” Don’t see how this can be the case as unless someone has hacked my account as i haven’t played on the site in years.
MY ACCOUNT HAS BEEN FROZEN. WHY!
Did u ever get account unfrozen..? I’m n same boat… have no idea why
Deposited to my account and Poker Stars double charged my Visa, then froze me out! I also got the email saying “It’s come to our attention that you are closely associated with another account.” I had an old account but no idea what the username or password was so I just registered a new account. This is pretty innocent and I assume many players move to other sites for a year or two and forget their old accounts. Seems like Poker Stars is just finding any reason to grab deposits and freeze out players.I am still waiting days later for a reply. Can honestly say I will never play on this site again.
My account got randomly frozen for no reason at all – I have sent a few emails asking for an unfreeze but no response.
You’re basically holding my money hostage with no valid reason and no response. Either return my money or unfreeze my account. Failure to do so will have me call the police and fuck you guys up for good over lawsuits.
THIS HAPPENED TO ME AND THEY STATED THAT SOMEONE IN MY HOME HAS AN ACCOUNT, BUT THAT HAS NOTHING TO DO WITH ME HAVING AN ACCOUNT AND THEN THEY ASK FOR SEVERAL PICTURES OF ME HOLDING MY id. THIS ACCOUNT IS STUPID, i JUST WANT MY MONEY BACK!
Why has my account been frozen after 24 hours of paying into it?
Same here joined today been paying then message sorry account frozen why.
my account froze
My account is frozen, what do I do
My account if frozen because I made a stars of along time ago and pit in a alias name not real name and I sent them photo after photo and still account is frozen
My account is frozen. Play money only. [email protected] help
my Star account has been frozen
It is necessary to contact Pokerstars support through their contact page available in their Help Centers pages, desktop software, and mobile apps.
why my account is frozen….now what should I do
The most common cases are listed in this article. Have you read them all to see if your case fits any of them? Either way it is necessary to contact Pokerstars support through their contact page available in their Help Centers pages, desktop software, and mobile apps.