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Losing my patience with PS.........a little long, but have to tell it.

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  1. carshark carshark is offline

    Myrtle Beach, SC
    United States

    Posts: 184
    Joined: Oct 05

    Jun 19th, 2009 (6/19/2009 12:50am)

    The folowing are emails I have received from pokerstars over the last several days. They never respond more than once a day, and my initial responses were 2-3 days apart.
    Unfortunately I deleted the first few emails, thinking that they would at least put my money back in my account soon, and give me other options.
    This is big money to me, and prob to most players, it would be. A paper check that bounced, and an echeck withdrawal, for $6450 total, and it has been out of my account since June 3rd.
    Just had to vent.
    Here goes:

    #1

    Thank you for your email.

    We have received your email and I have forwarded it to the person
    responsible for handling this matter. They will get back to you as
    soon as possible.

    Thank you for your patience, and for choosing PokerStars.

    Regards,

    Lars
    PokerStars Support Team

    #2

    Thank you for your email.

    As a result of eChecks being unavailable, your cashout request has been
    delayed, and will be re-submitted for processing shortly. You will receive
    an email confirmation when your eCheck cashout has been sent to your bank.

    Please note that once sent these transactions cannot be cancelled, and
    that it may take 3-10 days for the money to reach your bank account.

    Unprocessed cashouts are being sent in order. We appreciate your
    patience while we clear the backlog of unprocessed credits.

    If there is anything else we can help you with, please contact us again.

    Regards,

    Guido
    PokerStars Cashier Specialist

    #3 (after check bounced)

    Thank you for contacting PokerStars.

    We have received your email and I have forwarded it to the department
    responsible for handling this matter.

    We appreciate your patience, and thank you for choosing PokerStars.

    Regards,

    Alberto G.
    P♠kerStars Support

    #4

    Thank you for your email.

    We are currently investigating the matter relating to your returned cheque.
    If you have been charged any fees as a result of this, please send us a
    copy of your bank statement showing the fees.

    Regarding your eCheck cashout, please note that it can take up to 10
    business days for the funds to be credited to your bank account.

    If you have still not received your cashout by close of business on Friday
    18th June, please contact us again.

    If you would like any further assistance with this or any other matter,
    please feel free to contact us again.

    Best Regards,

    William
    PokerStars Payment Services

    #5 (after I tried to copy my bank statement to them, only to prove the $10 charge from my bank for the returned item, as they suggested)

    Thank you for your email.

    Unfortunately the details you have emailed are insufficient, as we cannot
    accept details copied into the body of an email.

    Please make another screenshot but this time paste it into a Paint program
    to create an image file and send it to us.

    Once this is received, we can start an investigation with our processor to
    find a resolution.

    Best Regards,

    Martin
    PokerStars Payment Services

    #6 (now they say I must provide a copy of statement to proceed with their investigation)

    Thank you very much for sending us this information.

    However, we were unable to open the document you kindly sent, due to the
    format you have used to save it.

    Please send us back this document using JPG or BMP format.

    As soon as you email us, with this information we will contact our processor.

    We look forward towards your cooperation on this matter.

    Regards,

    MarianaM
    PokerStars Payment Services

    Classic put offs, and I have friends that never had to provide anything to "prove" that their checks bounced, and their money was returned to their accounts. They know that the check bounced. They essentially own the processors, and have access to their records, for certain.

    I have begun to think that there could be players that may never get their money back. And I feel I may be one of them.
    They will prob take this post down, as they are an affiliate, but I had to at least let a few people know that may not have experienced this, yet.
  2. An Actuary An Actuary is offline

    Dallas, TX
    United States

    Posts: 392
    Joined: Jun 06

    Jun 19th, 2009 (6/19/2009 12:58am) in reply to carshark

    I am losing my patience as well. I submitted a request to review two players for collusion and it's been over a month without a response after they initially said there were launching an investigation and should be done in 10 days.
  3. goofy2485 goofy2485 is offline This thread sucks.

    Tucson, AZ
    United States

    Posts: 9,181
    Joined: Mar 07

    Jun 19th, 2009 (6/19/2009 1:02am) in reply to An Actuary

     
    Originally Posted by An Actuary View Post

    I am losing my patience as well. I submitted a request to review two players for collusion and it's been over a month without a response after they initially said there were launching an investigation and should be done in 10 days.

    Did you read the part where it says they won't disclose the findings because it causes a security issue?
  4. An Actuary An Actuary is offline

    Dallas, TX
    United States

    Posts: 392
    Joined: Jun 06

    Jun 19th, 2009 (6/19/2009 1:36am) in reply to goofy2485

    They do tell you the results of their investigation. Just not how much they scammed or for how long they were doing it.. and what the punishment is.

    I know this from two other sets of colluders I have found and reported.
  5. cleptophobe cleptophobe is offline

    Philadelphia, PA
    United States

    Posts: 594
    Joined: Jun 08

    Jun 19th, 2009 (6/19/2009 1:48am) in reply to An Actuary

    thankfully there are detectives like you out there
  6. Homestar Homestar is offline

    Cresco, PA
    United States

    Posts: 99
    Joined: Apr 07

    Jun 19th, 2009 (6/19/2009 2:24am) in reply to cleptophobe

    LOL the guy's name is Guido! Classic.
  7. The O Dose The O Dose is offline

    Posts: 113
    Joined: Jun 09

    Jun 19th, 2009 (6/19/2009 2:41am) in reply to Homestar

     
    Originally Posted by Homestar View Post

    LOL the guy's name is Guido! Classic.

    And Lars. LOL. I worked in a call center for awhile, they make everyone use pseudonyms. Mine was Cash (that name was the shiznit!)
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