Another account suspension on PokerStars without explanation [Resolved]

My name is Vladimir. I have been playing on PokerStars under the username h4mano (SharkScope statistics) for over 13 years. In December, I decided to make a withdrawal from my account. However, I received an email (Reference #1) of a certain nature after attempting to do so. A few days later, when I tried to access my account, I found it frozen and under review, preventing me from logging in. I am confident that I have not engaged in any unlawful activities that could lead to the suspension of my account.

Throughout my time on PokerStars, I have played extensively in almost all game formats and disciplines. I am not certain about the specific trigger for the additional review. Perhaps it was related to the movement of funds within my account. In the recent months, there were many significant online and offline poker series, and players from various teams requested transfers from me to participate. I made around 5-7 transfers, and PokerStars provided me with emails like the one in Reference #2, specifying the recipients, destinations, and purposes of these transfers. I provided all the necessary information, and the transfers were approved. I was assured that the funds I transferred to other players were exclusively used for playing, and I have no doubts about this. The recipients were well-known top regulars, including players with usernames like Phemo, Grindation, WATnlos, craigbor18, ThePateychuk, sk2ll_m0dR, FONBET_RULIT (Reference #3).

I also speculate that my choice of depositing via WebMoney and mainly withdrawing through Skrill might have raised concerns, even though I have been using this method for years without any issues. Another possibility could be related to my change of residence. In late August, my family and I relocated to Montenegro. Until I received the necessary contracts and documents (around 3 weeks), I hadn't notified PokerStars of the move (although it's possible that I did, but I don't recall exactly). After obtaining the required documents, I promptly updated my information, and the address and country associated with my PokerStars.com account were changed. I sent the same information to PokerStars.es, but for some reason, they did not accept the same documents. I couldn't determine the exact reason for this. I want to emphasize that these are mere assumptions, as I have not received any information regarding the cause of the blockage despite my efforts over the past half a year.

Subsequently, I received an email (Reference #4) stating that my account had been flagged for a standard review and requesting the necessary screenshots and documents. I promptly provided them with the requested materials. Then, I received another email asking me to complete and send a form to confirm my source of income (Reference #5), which I also duly filled out and submitted. They also requested a photo of my identification (Reference #6) and further clarification about the transfers (Reference #7). Following these exchanges, their responses to my inquiries about the situation have been consistent and repetitive (Reference #8), continuing to this day.

I eventually decided to engage their live chat support. Initially, they provided the same answer, that a review was ongoing and I should wait. Later, they stated that I was considered a victim and that everything would soon be resolved and compensated. For more details, please refer to the attached email exchanges. However, after my recent contact, they sent me an email notifying me that my account had been closed (Reference #9). When I asked for an explanation, the response was standard (Reference #10, #11). It's possible that my repeated inquiries and appeals became bothersome, but I find it disrespectful that they have not even communicated the reason for the account closure.

Over the years, I have played over 10 million hands in cash games (ranging from NL25 to NL200) and participated in numerous tournaments and formats on PokerStars. I also maintain accounts on other well-known poker platforms without any history of suspensions or issues. After the account closure, I contacted them about a refund (Reference #12), as well as separately regarding my PokerStars.es account, and received a response (Reference #13). Since then, I have made multiple requests for the return of funds (a total of approximately $8000 across both accounts), but the response has consistently stated that my request is still being processed (Reference #14). The delays have persisted, prompting me to reach out to the regulator before the account closure (Reference #15) to seek assistance in understanding the situation. The regulator informed me that eCOGRA had been chosen as the alternative dispute resolution entity (Reference #16) and assigned a ticket number, PCN-FQJKT-815.

While I intended to contact eCOGRA immediately, one of the conditions was to exhaust the internal complaint resolution process with PokerStars (Reference #17). I did reach out, but I never received confirmation. Subsequently, I completed the eCOGRA form and sent them an email. They responded (Reference #18), and later, Reference #19. It appears that eCOGRA managed to communicate with PokerStars and express their concerns, leading to PokerStars' contact regarding the complaint resolution process. The email contents are documented in the attached screenshots (Reference #20, #21).

As of now, the situation remains unclear, and I am uncertain about the reasons behind the account closure and the future of my accounts and funds. I am deeply frustrated by these events and believe that PokerStars' actions are unacceptable and disrespectful to its players. I kindly request your assistance in addressing this matter and shedding light on the situation within the poker community. Regardless, I am committed to pursuing justice to ensure the restoration of my accounts so that I can resume playing on both PokerStars.com and PokerStars.es.

Thank you for your attention and support.

Best regards,
Vladimir