I had an issue where I thought my laptop might have had malware on it. I emailed pokerstars to ask them for some advice and they froze my account. Now they want me to send them a picture of myself with my passport to prove who I am. I only had about $60 on my account and now I am going to have to spend $160 on a passport. Am I just going to have to bite the bullet and consider the money lost. Will I even be able to set up a new account or am I better off using a different site. I don't want to lose any more money. I makes me wish I had never asked for help in the first place....
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Hey clandestineAl,
PokerStars will generally also accept ID cards. If you do not have a passport, then your ID card will be just fine. Surely you have an ID card, if you don't have a passport, right? If not, then I would strongly consider getting one. Like JCSeerup mentioned, that will be a wise investment.
Also, once you have sent PokerStars a digital copy of your ID card, they will get back to you as quick as they can. Their support is generally very fast, so if everything goes right you should have access to your account again soon.
And no, you will not be able to set up a new account at PokerStars. PokerStars does not allow multi-accounting, even when your account is closed. This is against their Terms & Conditions, and creating a second account may result in both account being permanently frozen. So please do NOT create a second account.
Also, asking for their help was a good thing. If there was malware on your laptop, it might well have been able to read data about your PokerStars account, who knows. Most importantly, I am talking about things like bank accounts and money transfers and the like. Your account being temporarily frozen is for your own protection as well.
Long story short, please send PokerStars a copy of your ID card. They will then be able to unlock your account again if your details get verified. 
It may also not hurt to double check if there really is no malware on your laptop. Hopefully if that was the case, you already got rid of it by now though
Hopefully that helps!
Kind regards,
Tino
So I should take a day off work to go get I.D pictures taken. Then spend three times the amount I am trying to access to get the I.D? It just doesn't make financial sense. What happened to customer service? My bank isn't this bad. There is no way I am spending so much time and effort. Why can't they ask security questions?
Just scan your ID on your comp send to pokerstars,that should not last more than 5 minutes.And voila,your account is unlocked and you have your 60$ to do anything you want with them...
OK,just don t know how s that possible 99% of 18+ citizents in the world have it...(must have it by law)
My passport is lost and expired. No driving licence. There is no legal requirement for me to have I.D in my country.
They emailed me back to say they need the I.D. Since I can't afford the money for a new I.D I just have to count the money as lost and deposit elsewhere.
Thanks for the help pokerstrategy....
I'm not quite sure what help you are expecting here.
You are required by the terms and conditions of every poker site you play with real money to be able to prove your identity.
It is up to you to prove your identity to unlock your funds. If you feel that it costs too much then there's nothing much else to say.
Regards,
Gary
Originally posted by clandestineAl
My passport is lost and expired. No driving licence. There is no legal requirement for me to have I.D in my country.They emailed me back to say they need the I.D. Since I can't afford the money for a new I.D I just have to count the money as lost and deposit elsewhere.
Thanks for the help pokerstrategy....
Where r u from mate? i dobt there is a country who doesnt require IDs
Originally posted by wolfi1337
seems like someone (don`t know who :-??) is not 18 yet
Hoooh 
Who ever could it be?? 
Originally posted by clandestineAl
Thanks for the help pokerstrategy....
create new account when you're 18