PokerStars issues / Account suspended

Saw a ton of threads about account suspensions with pro players, here’s my case. I’m not a pro but I play quite a bit.

Got an AML check from Stars and as always, sent the documents promptly.

Got a follow up request which was the usual what big companies do; they push the burden to customers instead of asking what is required by law, and ask overboard documentation to play it safe on our dime and time.

They asked totally irrelevant set of documents, which I contested, and asked them set of questions to clarify the actual need of these documents.

I got a template reply without any aknowledgement of my stance/feedback or questions, so I sent back the same set of questions.

Crickets, was waiting for their reply for two weeks and woke up to my account being suspended.

Now after a few days, they asked me the same set of overboard documentation again, without any aknowledgement of the previous communications.

Seeing how many people are facing issues with Stars right now;

If anyone from PokerStars is reading this;

I don’t care if it’s just incompetence or a process issue, fix it. This is totally uncalled for, and you are losing money and customers.

Accounts department KPI’s need to be fixed and this needs to be addressed internally.

And none of that ”just provide us with what you asked and it’s fine”. It doesn’t solve any internal issues or make these recent developments or this additional, vague but overboard request acceptable.

Also, I asked what basis I was bullied to this level, and they sent me a clause from their T&C which states they can do whatever they like and customers need to comply, regardless of if the request is valid or not.

Tl;dr

Stop bullying your players and get your account department in control.