PokerStars is making more bad news with a spate of complaints about account freezing without any reason given.
The market leader has been on a huge downslide with their customer relations over the last few years, and now it seems they just don’t care.
PokerStars’ Monopoly
Back in the day, PokerStars was famed for its efficient customer service and lucrative loyalty scheme. Now, that state of affairs is not true.
A number of complaints have been appearing on the TwoPlusTwo forums highlighting just how poor the customer service is at Pokerstars.
“So poor communication and customer support pokerstars these days. My account has been frozen two weeks now and have sent multiple emails = have not get any explanation why my account is frozen or what will happen in the future,”
It looks like now PokerStars’ parent company, The Stars Group, are just happy to sit back and abuse their dominant market position without a care about what their customers think.
No Communication
Players are understanding enough about the fact that sometimes an investigation needs to take place.
In fact, we welcome it when it comes down to maintaining game integrity. If a suspected bot ring needs looking at then great, inform the customer and tell them you appreciate their patience.
Maybe suspicious play has been reported and possible collusion needs to be ruled out. It is great to hear that they care but there is no communication.
“After some time they have temporarily restricted my account for security investigation. After one day the account have been still restricted and no emails from the PS. I next two days i have sent them two emails but no response.“
“Now i am waiting for 5 days and there is still no contact from the PS and the account is still restricted. They aren’t answering to my emails!”
It used to be common to expect a reply from PokerStars support department within an hour or two. Now they don’t appear to be even manning the email addresses.
A business of this size should have no problem staffing live chat support. The wages are a fraction of the profits they make.
Left Hanging
It is not acceptable that such a big poker room can leave customers hanging without any explanation for what can be weeks on end.
When an account is frozen, the player’s balance is also unavailable for withdrawal. This leaves them in a predicament if they are staked and committed to a certain level of volume.
Professional players usually won’t have their entire bankroll on a single site so it is not as critical for them. Even so, with the perceived threat that they might lose their funds it can seriously affect them.
“It’s sort of weird the effect that this strategy of PokerStars only responding to public complaints on social media seems to be about reducing criticism of them on social media,”
“…but they’re accidentally encouraging people with problems to complain on social media, ’cause that’s they reward people with problems with faster service.”
For any players who have a frozen account, it has been advised that contacting them on Twitter is an option. Once you have control back of your funds you will at least have the choice to move onto another room that respects your custom and answers your emails.
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