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Hello, my problem is that they associated me with a player who supposedly I have a close relationship with him, they frozen my account, well the point is that the player is a friend of mine I try to log in from my device and he was self-excluded for 180 days and he was The self-exclusion ended yesterday, 8/31/2020, after that I tried to open a session and it had already been frozen, I have been more than 20 days and now without response

Thanks for your mail.

Unfortunately your account will remain restricted until the self-exclusion period ends on the aforementioned account due to the close relationship. For this reason, we ask you to be patient and to contact us once the self-exclusion ends.

If we can help you with anything else, do not hesitate to write to us.

Sincerely,

Sai

Stars Support

You are receiving this e-mail because you are a client of The Stars Group (TSG), which operates brands accessed through the Stars account.

For more information, visit http://www.starsaccount.net/es/

Malta Address: Villa Seminia, 8, Sir Temi Zammit Avenue, Ta 'Xbiex, XBX 1011, Malta

Isle of Man address: Douglas Bay Complex, King Edward Road, Onchan, IM3 1DZ, Isle of Man

Hola buenas mi problema es que me asociaron con un jugador que supuestamente tengo una relación estrecha con el , me congelaron la cuenta , bueno la cuestión es que el jugador es amigo mío intento abrir sesión desde mi dispositivo y estaba autoexcluido por 180 días y se le acababa la autoexclusion ayer día 31/8/2020, después de eso intenté abrir yo sesión y ya la tenía congelado llevo más de 20 días y ahora sin respuesta

Gracias por tu correo. 

Lamentablemente tu cuenta seguirá restringida hasta que el periodo de autoexclusión finalice en la cuenta mencionada anteriormente debido a la estrecha relación. Por ello te pedimos paciencia y que contactes con nosotros una vez la autoexclusión finalice. 

Si podemos ayudarte en algo más, no dudes en escribirnos. 

Atentamente,

Sai

Soporte de Stars

Recibes este e-mail porque eres cliente de The Stars Group (TSG), que opera marcas a las que se accede mediante la cuenta de Stars.

Si deseas más información, visita http://www.starsaccount.net/es/

Dirección de Malta: Villa Seminia, 8, Sir Temi Zammit Avenue, Ta' Xbiex, XBX 1011, Malta

Dirección de la Isla de Man: Douglas Bay Complex, King Edward Road, Onchan, IM3 1DZ, Isla de Man

Dear Tekito,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been using the same IP address or a device in the past as the other player? Are there any funds being held by the casino? When was the last time when you were logged successfully  into your account?

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Very good, if my friend tried to log in from my device, and after he logged out, they frozen my account because I was self-excluded, the self-exclusion ended 2 days ago, I send emails to PokerStars and they are completely ignored When I have friends who send them emails and they answer them instantly and they ignore me, I have € 2,150 withheld and I can't even play I think I deserve the same treatment as the others, the last time I can log in was on the 13th of August from there I have only received a copy and paste, that until the issues with the player are resolved ***** my account will not be activated, well I have finished the self-exclusion and I have not answered the emails for 3 days , I have sent them another email to see if there is luck and they answer me, why do I have the feeling that neither emails go directly to the spam folder

Thanks greetings

Muy buenas, si mi amigo intento iniciar sesión desde mi dispositivo , y después de que el cerrará sesión me congelaron la cuenta ni si quiera jugo por qué estaba autoexcluido ,se le acabó la autoexclusion hace 2 días ,mando emails a PokerStars y son complementamente ignorados ,cuando tengo amigos que les mandan emails y les contestan al instante y ami me ignoran tengo ,2150€ retenidos y ni si quiera puedo jugar creo que me merezco el mismo trato que los demás,la última vez que puede iniciar sesión fue el 13 de agosto a partir de ahí solo eh recibido copia y pegas ,que hasta que no se resuelvan los asuntos con el jugador ***** no será activada mi cuenta ,bueno ya se la acabo la autoexclusion y llevo 3 días que no contestan los emails ,les eh vuelto a mandar otro email a ver si hay suerte y me contestan ,por qué tengo la sensación de que ni emails van directo a la carpeta de spam

Gracias ,un saludo

Dear Tekito,

Could you please advise if you have asked for a self-exclusion or your friend?

Good morning, my friend asked for a self-exclusion for a long time that ended 08/31/2020 that is, 3 days ago on August 13, I was at my house playing a slot session, my friend came to my house and told me that if I left him my device to see if he already let him enter his account well in summary I let him the device he logged in saw that he was letting him log in and after that I tried to access my account and it was frozen next to my € 2,150 I contacted him support and they told me that until the self-exclusion of my friend's account will end that I could not re-enter my account that when it will end I will contact them, my friend sent an email on the 31st and They reactivated the account, a few hours later my friend contacted me to tell me that I already had an active account, I sent an email and another email was ignored the next day and it was also ignored today in the morning. I sent another email and at the moment I still do not answer, I do not imp ith no type of self-exclusion, my account has been open for at least 2 months and is fully verified, they asked me for my ID, registration, utility bill and everything was correct

Thank you for assisting me

Muy buenas mi amigo pidió una autoexclusion hace tiempo que se le terminaba 31/08/2020 osea hace 3 días el día 13 agosto yo estaba en mi casa jugando una sesión de slots mi amigo llegó a mi casa y me dijo que si le dejaba mi dispositivo para ver si ya le dejaba entrar a su cuenta bueno en resumen le dejé el dispositivo abrió sesión vio que le dejaba entrar cerro sesión y después de eso intenté acceder a mi cuenta y estaba congelada junto a mis 2150€ me puse en contacto con el soporte y me dijeron que hasta que no se le terminará la autoexclusion a la cuenta de mi amigo que no podría volver a entrar en mi cuenta que cuando se le terminará me pusiera en contacto con ellos ,mi amigo mando un correo el día 31 y le reactivaron la cuenta ,a las pocas horas mi amigo contacto conmigo para decirme que ya tenía la cuenta activa mandé un e-mail y fue ignorado al día siguiente otra email y también fue ignorado hoy por la mañana eh mandado otro email y de momento sigo sin respuesta ,yo no me eh impuesto ningún tipo de autoexclusion mi cuenta lleva abierta al menos 2 meses y está verificada por completo me pidieron el DNI , empadronamiento ,factura de suministros y todo estaba correcto

Gracias por atenderme

Thank you very much, Tekito, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tekito10,

I looked at your complaint and will do my best to help you. I would like to invite Pokerstars Casino into this conversation. Can you please specify what is the problem in this situation?

Good afternoon viliam

The problem is that they ignore my emails, I have my account frozen with € 2,150, they related me to a player who came to my house one day and opened his session with my device, he only opened it to see if he would let him in. he auto-inserted an exclusion period when he saw that I let him in instantly I closed the session, when trying to access my account I missed a pop-up message that said that my account is frozen that I contacted PokerStars support, I got in touch and They told me that my account would remain frozen until the issues with the player ***** were not resolved after that I sent more emails and they replied that the account with which I have a close relationship had a self-exclusion period imposed until It will not end I could not re-enter my account not make any type of transaction after that I sent another email where they asked me for more documents to prove my identification I sent them later they only sent me a copy and paste of q ue until the issues with the player were resolved ***** I could not access my account. I had patience, on 08/31/2020 playing ***** informed me that the self-exclusion was over, I sent An email like they told me that since the self-exclusion ended that they will reactivate my account as they said, I have all the information well saved, since then I have sent emails and they do not solve the situation, they only tell me that they have a large volume of Player emails and why are they delayed but they do not solve the situation, I have € 2,150 in my account and the experience I am having with them is really bad, I am outraged with the customer service treatment why it seems that they are passing the ball to each other and in the meantime I'm still waiting

Thank you for telling me

Buenas tardes viliam

El problema es que hacen caso umiso a mis emails ,tengo mi cuenta congelada con 2150€,me relacionaron con un jugador que vino un día a mi casa y abrió su sesión con mi dispositivo solo la abrió para ver si le dejaba entrar ya que se autoinpuso un periodo de exclusión al ver que le dejo entrar al instante cerro la sesion,al intentar acceder a mi cuenta me salto un mensaje emergente que ponía que mi cuenta está congelada que me pusiera en contacto con soporte de PokerStars ,me puse en contacto y me dijeron que mi cuenta seguiría congelada hasta que los asuntos con el jugador ***** no se resolvieron después de eso mandé más emails y me contestaron que la cuenta con la que tengo una estrecha relación tenía impuesto un peridó de autoexclusion que hasta que no finalizará no podría volver a entrar a mi cuenta no hacer ningún tipo de transacción después de eso mandé otro email dónde me pidieron más documento para acreditar mi identificación los mande después solo me mandaban copia y pegas de que hasta que no se resolvieron los asuntos con el jugador ***** no podría acceder a mi cuenta que tuviera paciencia ,el 31/08/2020 el jugar ***** me informo que ya se le acabó la autoexclusion, mandé un correo como ellos me dijeron que ya que se le terminó la autoexclusion que me reactivarán mi cuenta como ellos dijeron,tengo toda la información bien guardada,desde entonces eh mandado correos y no me solucionan la situación solo me dicen que tienen un gran volumen de emails de jugador y que por qué eso se retrasan pero no me solucionan la situación ,tengo 2150€ en mi cuenta y la experiencia que estoy teniendo con ellos es realmente mala ,estoy indignada con el trato de antencion al cliente por qué parece que se están pasando la pelota unos a otros y mientras tanto yo sigo a la espera

Gracias por antederme

Good afternoon after numerous emails, today they finally returned my account, and I have already taken the money, you can give the complaint as resolved, thank you for attending me

Buenas tardes después de numerosos emails ,hoy por fin me an devuelto la cuenta , y ya eh sacado el dinero ,podéis dar la queja como resuelta ,gracias por atenderme

Dear Tekito10,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam