RESOLVED: Pokerstars closed my account for no reason

Pokerstars closed my account for no reason at all and no explanation. Has been 2 months and have not returned my remaining balance after promising they will. I have sent emails to every department I could think of. Asking to keep why they are doing this to me after 7 years loyal customer and 2 years spent as a VIP. Account was 100% legit. Nothing fraudulent or deceptive at all. 

User - Roxxxxxxx

[email protected]

Hi Baja Tech,

Sorry to hear that your account has been blocked after so many years of playing at the casino. As far as I can see from the screenshots you provided, you didn't pass their security screening and they couldn't disclose the reasons behind that. Since their decision is final I doubt there is anything further we can do here. However, we're going to contact the casino and try our best to assist you. 

This was a very minimal description of the whole thing that went down. 

My account was suspended after making a deposit using my todito cash account. The deposit was pending for 12 hours and then it was accepted at the same time it was accepted my account was suspended for a security review. After 2 months of waiting for their answer they close my account with no reason given and have not refunded my remaining balance. I have verified my identity I have verified ownership of the Todito cash account. I live and play in Mexico only and don't use vpns I only have one account. There is absolutely nothing fraudulent that occurred guaranteed. I'd be happy to supply more evidence of whatever is needed. There are people on Reddit saying the same thing is happening to them. This needs to be let known to people potentially joining PokerStars and also to the current members to maybe withdraw their funds and seek another casino. What I really want to find out is if I can make another account someday or if this is a permanent ben. And how am I supposed to avoid doing whatever it is they suspect me of if they don't tell me what it is. And the reason is because there was nothing wrong committed. And they have not replied to any of my emails regarding my refund or anything at all in over a week

This was a very minimal description of the whole thing that went down. 

My account was suspended after making a deposit using my todito cash account. The deposit was pending for 12 hours and then it was accepted at the same time it was accepted my account was suspended for a security review. After 2 months of waiting for their answer they close my account with no reason given and have not refunded my remaining balance. I have verified my identity I have verified ownership of the Todito cash account. I showed them the statement of the Todito cash payments.  I showed them my personal bank account statements showing me crediting my todito cash account with the same exact amounts. I made a deposit earlier that same day using that account and it cleared no problem for 500 pesos and then the second one I made for only $220 was the one that was suspended and caused this whole thing. I've been using the same Todito cash account with PokerStars for over 3 years without issue. I haven't done anything different or changed anything to cause any problems this is totally unwarranted and unacceptable to close an account for no reason. They didn't even try to work it out with me. I was ready and willing to provide whatever I needed to prove everything was in order and they never asked me anything the whole two months of their so-called investigation. Why did they accept the deposit if they suspended my account after it. They have still not refunded me.

I live and play in Mexico only and don't use vpns I only have one account. There is absolutely nothing fraudulent that occurred guaranteed. I'd be happy to supply more evidence of whatever is needed. There are people on Reddit saying the same thing is happening to them. This needs to be let known to people potentially joining PokerStars and also to the current members to maybe withdraw their funds and seek another casino. What I really want to find out is if I can make another account someday or if this is a permanent ben. And how am I supposed to avoid doing whatever it is they suspect me of if they don't tell me what it is. And the reason is because there was nothing wrong committed. And they have not replied to any of my emails regarding my refund or anything at all in over a week

Thanks for sharing the details with us. From the email you attached to your first post, their risk and security department said that it was a permanent ban which, means that they wouldn't allow you to register at their casino again. Did you use todito cash account for the first time or you were using it before?

It says that my account is closed permanently. It doesn't say that I am ineligible to ever make a new account. 

If you read my reply I said the Todito cash account that I used is the same Todito cash account I have been using with PS for 3 years. At least 20 times. I also made a deposit with that same todito cash account on PS for 500 pesos without issue and cleared in minutes. Then just a few hours later I made a Todito cash deposit for only 220 pesos since I had lost and that was the deposit that was stuck in pending status for 12 hours when the message on the screen said it was supposed to be cleared within 15 minutes. After the 12 hours in pending status they cleared and accepted the deposit. The funds were credited to my PS balance.  However at that same exact moment it was accepted is when my account was initially suspended with a message that said my account has been randomly chosen for a security review and that it should only take 15 minutes. I have had a similar situation happen with PS a couple of times in the past and it always was cleared up within hours and 1 time had to redo my IDs and selfies with them. They were always open with me regarding the security review and I was always ready to upload docs or IDs or anything else they want. I've never attempted or even thought about doing anything fraudulent. I read the entire TOS/rules regulations and am 100% certain that I did not  break any rules or commit kind of fraud. I wouldn't be making compliants on various outlets if I made a mistake and got caught doing something wrong. That would just be idiotic of me to do while knowing they could provide evidence of my wrong doing. But in this case I am 100% sure they can not and will never produce any evidence of attempted fraud or any violation of any kind. 

On June 20th 2018 I was promoted to VIP status with my own personal VIP manager Sebastian Pico. We became friends after discussing our personal lives and living on opposite sides of the world. I maintained VIP status for about 2 yrs. It was removed only for a consistent reduction in deposit ammounts which was fine with me. But while I was still VIP Sebastian received a very substantial promotion in the company and could not longer be my VIP host and introduced me to my new one. But we still stayed in touch and he even went out of his way to help me with any issues I came accross with PS. We were actually in out most recent back and forth email catch up convo when I got news of my suspension. He said he was going to look into it for me.  But he said he was told they could not tell him any details since it was not his department. Although he did say sometimes it takes 2 months that it was going to be resolved and he tried to keep my case a priority. 

So I waited 2 full months and ready to get back to playing on PSs when they finally sent me the email that I attached. I let Sebastian know.and he seemed shocked that was the outcome.  I included him in all my replies to security and help center. 

So even being personal friends with a very high ranking employee that knows me and knows I wouldn't do anything fraudulent still didn't matter and now even Sebastian won't reply to my emails..

It is just absolutely unfathomable that they would treat me this way and disrespect me with how long I've been a PS client without any issues the whole time. Pokerstars was a big part of my life. Everyone that knows me knows that's where I played.  It was the only pokersite I liked and had casino games so it was all I needed. I suggested and promoted them any chance I had online and in person. Even tho they have made at least 20000 dlls from my losses over the years. They can just blind side me out of no where and kick me to the curb and steal my remaining balance and then won't even answer numerous emails to many different departments. You would think they would at least treat me with at least a tiny amount of respect and empathy. No sorry to see you go but it's out of our hands and give me an explanation so I can fix whatever it was.  What purpose does it serve to not even tell me what happened.  This is Pokerstars were talking about here. One of the biggest and well known online casinos in the world. Their reputation is going to crumble if this is how they are going to start treating their customers. 

So yeah... I'm sure nothing will ever be done and no one will ever care but I still need this to be known as something that they are willing to do without reason or any regard for their clients loyalty.

If  you would like me to add any documentation or anything at all to show proof of anything I have claimed I have it all ready to go. Just ask that personal docs can be sent privately and not posted in the forum.

Thank you for your time. I really appreciate it.

Joshua - RollinBlazed925 on PS

Thank you for your detailed explanation. We'll reach out them and see if they can assist with the complaint. 

In case we'd need any further evidence and documents from you, we will let you know. 

Thank you.

Can you also ask them when I can make a new account. Or are they giving me a lifetime ban?

Sure, we've already asked them everything related to your case but unfortunately we still haven't heard back from them. 

Yeah it's been 7 days without any response at all for me. The last email was just from the security dept. Asking me to send my todito cash and bank statements. The last email I have received about my account closure was on April 1st. (screenshot above) and you can see it was basically an exact copy of the first account closure email from Melissa (also above).  

I since then sent many emails with various questions to the following addresses.

[email protected]

[email protected]

[email protected]

[email protected] 

[email protected]

[email protected]

And since the account closure I have not received any response emails from anyone regarding my account closure. The only emails I have received were from [email protected]

They did not acknowledge or respond to all the questions I asked and simply stated he was working on refunding my balance and asked for my todito cash statements. I sent them immediately.  

The 2nd email was from [email protected] stating they were forwarding my query to the proper departments with no acknowledgement of anything I asked about and not even about my refund.

I'll post some more screenshots.

You can see I have sent the relevant statements from my Toditocash and my NU bank account as requested. You can see no responses given besides them saying they will forward my query. 

Thanks for sharing this info with us. I doubt they will reply to your emails since their last email was pretty much straightforward and they stated that their decision was final and your account was permanently closed. I'm afraid that even if they reply to our email, they will do something differently but let's wait and see. 

I understand about there decision regarding my account.

But remember they also still owe me my balance and have had my statements requested for 9 days now and have not responded regarding that either. 

We still haven't got a reply from them and I'm afraid we don't get it. They replied to your message and explained that your account was closed permanently. They couldn't share more details with you and I doubt they would share it with us. 

They have already told me they intend on giving me a refund of my remaining balance but it's been weeks and they still have not done it. You can see from this screenshot they told me that on April 2nd and I sent the documents they asked for the same day.

Thanks for sharing this with us. We'll try to reach them again. Have you sent all the documents they required for the refund? 

Yes the same day they asked me for them and that was the 2nd time I had sent the Todito cash statement.

In that case your refund should be paid out. We'll try to reach them again.

Hi Baja Tech,

Have you got any feedback from the casino?

I am attaching 2 more screenshots. 

The first is me asking what is the status of my refund and how long do I have to wait before I can open another account.

Then for some reason I get a reply that makes it sound as if my account is back to the review stage. And the investigation is still ongoing. 

I replied with the fact I've been told it's closed and if someone decided to give it a 2nd look. Like maybe they realized they were the ones who messed up and mislabeled my account as having fraudulent activity. No response after that one yet 

I just received another email suggesting my account is in a review status. This is crazy but hopefully good news. They still did not respond to the fact that I told them that I was told my account had already been closed permanently. And in the email it says we will get back to you when the REVIEW of my account is completed. Rather than saying when my REFUND is complete since that was supposed to be the only thing they were still working on. I will be so happy if I am able to get my account back. I have to think that lcb must have had an impact on this sudden change in the status of my account. I mean anyone can see my previous posts on this thread. They told me my account was closed and decision is final. And now I'm getting emails saying they are reviewing it again. I still can't get my hopes up though because I still don't have access to my account and they might still eventually respond with the same thing and tell me my account is closed and still refuse to give any explanation. But I'm really hoping this means the start of them doing the right thing and returning my account since there was 100% no fraud or rule breaking going on at anytime. I'll keep this thread updated when received. Wish me luck.

Hi Baja Tech,

It seems that they are investigating your situatuion again and they stated that your account has been temporarily closed. Hope you'll get the answer soon. Please keep us posted. We'll try to reach them again. 

YES!!!!

So I just got an email from the complaints depart asking to verify my address. That obviously means they are investigating my account again. They never asked for any documentation at all during their first investigation. So this is huge that they are asking for it. As I can provide proof of anything they need. 

What makes this even better is I still had an email from an account verification from January 4th 2018 with an attached power bill and it is still the SAME ACCOUNT from the ones I sent them from this month. 

I am surprised they are asking for address verification since they won't give any details about what exactly they are investigating. Because I've lived in Mexico for 12 years and my account has never been logged into from anywhere else. They usually need GPS proof when using your cell phone anyways. 

So yeah I am super excited for this development and if it had anything to do with the help of lcb I will be forever grateful. Now just have to keep my fingers crossed and hope that this means they will finally realize their previous actions were a mistake and I can finally get my account back. 

I have attached the email from today as well as the one from 2018

Hey Melissa I just noticed that the complaints rep from PokerStars that is reviewing my account is ALSO named Melissa. Hmmmm.....

Is there something you've been keeping a secret from me? LoL

Hi Baja Tech,

No no it must be a different one. 

Regarding the verification of your account, please send the document so they can verify your account. Some casinos do it after some time although you already submitted your document and verified your account. 

Hope it will be sorted and they allow you to play at their casino again. Please keep us posted. 

Hi Baja Tech,

Any update? 

Still waiting for there response after I sent them my proof of address. It is a very unreasonable amount of time just to verify no fraud occured and verify my address. Especially when its literally the same address and power bill account that I used back in 2018. Its been 2 months and 12 days now since my account was suspended and my funds held from me.

It seems as though they realized they closed my account based on a falsehood or maybe some othern mishap on their side. I mean wouldn't you think they would at least mention something about the fact that their last communication with me was telling me my account was being closed permanently and the decision being final? But after many emails from me and hopefully from lcb as well they finally decided to do a proper investigtion. Then 4 days after that email they finally asked me for proof of residence. So the fact that they are asking me to provide any documents at all is a good sign since they never did the first go round. So ill keep my eyes open and will update this forum when any significant information is provided.

Thanks Everyone

Hi Baja Tech,

Could you please let us know if there is an update regarding your case? Have you heard back from the casino?

They still have not responded. They told me the first time these kinds of investigations can take weeks. I will definitely post any update or resolution to my case immediately after I receive it. Maybe you could try and reach out to them as well again. I got my hopes up with there choice to reinvestigate and the fact that they actually asked for my proof of address. But the more time passes the more I feel like they are going to say the same thing.  Also remember that they have still not refunded my balance that is legitimately my own money. They have withheld my funds and blocked my account without reason since February 20th 2024. Nearly 3 months now. I still remain hopeful they will do the right thing. 

Hi Baja Tech,

Just checking do you have any update to share with us?

Thank you.

I still have not heard back from them. I am going to send them an email today asking for an update. Its they have had the address verification for 3 weeks now and have been in this entire investigation since Feb 20th so nearly 3 months ago I have not had access to my account and my funds withheld that were my own money I deposited and they accepted. Should I mention the fact that I have an on going claim with lcb and send a link to this page or would you recommend to not do that?

Hi Baja Tech,

 Thanks for the update. It's up to you, if you wish you may write to them that you have asked for assistance on the LCB forum.

So today they replied with this email after I asked for an update.

Hi Baja Tech,

Thanks for the update. At this moment we can just wait and see what would be their feedback. When they get in touch with you, please share with us.

So pokerstars finally at least is saying they are going to issue me a refund of my balance. But did not mention anything regarding my case. Being that they are refunding me I would imagine they are going to keep their decision to close my account. I will update when the refund is actually credited and if they respond to my claim. Here is what they sent me. 

Hi Baja Tech,

Thanks for the update. Please let us know when you get your funds.

They still never officially asnwered me with the results of their investigation. They kept my money for 6 months. But my main issue here was they suspended my account without reason. They would not even state any reason at all. They also went from saying  the decision is final to then requesting to see proof of address which I provided immediately. The same address Ive been living at since I first opened my account. Using the actual same power bill I used to open the account. I have all my IDs. I am in Mexico so no issues there. Same bank accounts and todito cash accounts used for years all in my name. All I did was make a deposit like I had been doing since 2017. Immediately flagged for security check was normal as they randomly check deposits and the message said it shouldn't take more than 15 minutes to resolve. Well it was never resolved and they closed my account and gave me no chance to defend myself or even give me a reason for their actions. A former VIP status player for 2 years. Just sorry you can go F yourself we are deciding to close your account without reason and were gonna make you wait 6 months for a refund while we reply with vague responses and pretend we care about our loyal customer. Still will not even reply to my emails and account still closed. 0 reason or fucks given on their part. 

I am going to send all the relevant departments a follow up email after all this time has passed. Maybe they have some actual competent people working there now. I mean I am one of few people that have actual proof of their ridiculous behavior. 1st contact saying its a temporary security check. Next contact saying my account is closed and the decision is final. 3rd contact please send us proof of your address. WHAT? Your asking for address verification now after already stating my account was being closed and the decision is final. Sure no problem. Provides proof of address thats been the same address for 6 years using the same power bill account which I also have proof of. Then ghosting me for months. Then finally just sending me a message that they are sending me my money. But not reinstating my account. No reason given the entire time. And okay why the hell would I be given a refund if I was flagged for possible fraud? It's because there was no fraud and they know it but probably felt to embarrassed for fucking up on their end to admit it. Its my birthday today. Maybe they will be nice... Yeah right Im sure they wont even reply. Cowards. This is truly account of the user doing absolutely nothing wrong and getting screwed. I still want my account back and I am still just as upset over this 9 months later and always will be until my account is reinstated.

I can't Even imagine what you're going through.

i'm trying to get my money from 23october with no Sign of succes. Today i wrote a complaint to the states enthities to provide support.

i wish you good Luck!

This is a wind up... this has just happened to me...I haven't used this account in a while and they are holding my money...pissing me off