Hello,
I am sure many of you don't know me - I was an active member and a voluntary hand judge a long time ago.
I want to share my recent experience with pokerstars, which was quite honestly shocking. I just want to mention that I am a professional poker player, with more than 8 years of experience, and a proven winning record in more than one formats.
I decided to give SCOOP a go this year, even though I am not an mtt player. I played some 22$ spins to win tickets and won like 1.6k worth of tickets.
The problem was I was disconnected on several cases and my buy ins lost. I kept sending log files to stars and writing emails, but I stopped receiving answers, even confirmation emails that my log files are received. One week later even life chat is not available from a desktop version, but for some reason was available on mobile. That led to today. I played a 109$ tournament when I was yet again disconnected. I went to the mobile version and contacted life chat. The person gave me the generic answer that they are working on the problem and will send me an email about the refunds after they are ready(they told me the same thing two weeks ago). I said ok, refunds are one thing, but I still have ~1.5 points in tickets that I cannot use, and trough no fault of mine - I asked for my tickets to be exchanged into money so I can withdraw them and cut my losses. They told me this cannot be done. I asked again - won the tickets, but I cannot use them and its your fault, why cant I be reimbursed - the person told me, they are valid trough 2025(so I guess she suggest that I leave the 1.5k that I sunk into tickets on stars for a year). I told her that this is unacceptable and if this is their final stance I would write an official complaint to a regulatory body. I asked her to forward me the chat history to my email,so I can forward it in my complaint, since I am using a mobile and cant copy it. That is when the frightening thing happened - all of a sudden my replies were deleted up to the point that she told me she cannot exchange my ticket. I thought that maybe some bug could have occurred so I asked again. She deleted that too. Then wrote "since you haven't written anything in the last 5 minutes I have to close this chat" and did so.
I am shocked - as a professional poker player is really scary that the biggest poker site's representative could do this was unthinkable for me up until now.
I am not sure what to do, so I will try my best to spread this story so as much people as possible know what can happen. I managed some screenshots before she closed the chat or deleted it, and I will upload what I did salvage.
VS
