Weird request from PS customer support
 

Here's the deal: like many, I have an account that I use only for online transactions. Thus, I don't check it too often. Back in October I made a "tester" deposit of $60 using PokerStars echecks. I got the funds, but didn't check whether it had left my account until a few days ago. It had, but on the same day of the withdrawal, there was a DEPOSIT of $100 made. I checked the company, and it was a one of PS' echeck processors. Being a good person (and thinking they would figure it out sometime), I e-mailed them about it, thinking it must have been a mistake. After a couple back and forths, I get an e-mail asking for a screen shot of my bank account page. I'm sure there isn't anything to worry about, and they already have my banking information so they wouldn't be getting anything (importan) they wouldn't already have, but isn't that kind of a weird request? I don't even know what info. that would give them to help them, as I already told them the transaction numbers and such. Thoughts?

Cliff notes: After an incorrect deposit into my account, pokerstars support asks for a screenshot of my bank account even though they already have all the information that is there. I think it's kind of weird and don't want to send the info.

Re: Weird request from PS customer support
 

Seems kind of unnecessary to me too. I'd probably send it anyways and blur out anything I felt uncomfortable sending.

Re: Weird request from PS customer support
 

I would say that you aren't really interested in sending them a screenshot of your bank-account page because you are uncertain whether it's safe to do so.

You can also mention that you are sure your bank would advise you against doing this. Or you can just say that your bank has already told you not to do this.

I think it's perfectly understandable to feel uncomfortable about such a request.

Here's a really stupid question but I'll ask it anyway:
Are you sure your talking to actual Stars support and not some weird phishing attempt?

Re: Weird request from PS customer support
 

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Weird request from PS customer support.

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QFT

Re: Weird request from PS customer support
 

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Here's a really stupid question but I'll ask it anyway:
Are you sure your talking to actual Stars support and not some weird phishing attempt?

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Given the request I double checked, and all e-mails are from support@pokerstars.com. I initiated the conversation.

I think it's weird that pokerstars can't quickly nail down when withdrawals/deposits occurred and why (i.e., that they were legit).

Re: Weird request from PS customer support
 

its really weird
i wouldnt send the screen shot if i were u

Re: Weird request from PS customer support
 

send them a scan of your library card instead.

then see what their response is and take it from there.

Re: Weird request from PS customer support
 

I like this idea a lot.

Then when they say, "no, I don't think you understand" and then they explain how to take a screenshot you follow-up by sending them a picture of a house-plant.

Re: Weird request from PS customer support
 

[ QUOTE ]
I would say that you aren't really interested in sending them a screenshot of your bank-account page because you are uncertain whether it's safe to do so.

You can also mention that you are sure your bank would advise you against doing this. Or you can just say that your bank has already told you not to do this.

I think it's perfectly understandable to feel uncomfortable about such a request.

Here's a really stupid question but I'll ask it anyway:
Are you sure your talking to actual Stars support and not some weird phishing attempt?

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I agree with this...0% chance I send in my bank account page screen shot....well...unless like 90% was blurred out.

(I mean seriously, I trust stars more than any other site BY FAR!!!!! I'd trust them with $100,000 over $10,000 at every other site)

But still, no need for some guy in india to have a screenshot of my bank page (I don't know where their support actually is, but you get my drift...nothing racist, just plain fact, I trust a U.S. mortgage broker 100x greater than an online gammbling support person, even if it is stars)

Re: Weird request from PS customer support
 

hmmm I would not feel comfortable doing this. Could you please post the e-mail they sent you asking for this?

Re: Weird request from PS customer support
 

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Thank you for your email and for bringing this to our attention.

I would like to ask you to please provide us with a copy or screen capture
of your online bank statement where we can see the funds that were put into
your bank account from this descriptor.

This will help our eCheck provider locate the source of this transaction and
understand the reason why you have received this credit or if this is
actually a transfer we sent you.

Thank you in advance for your cooperation.

Regards,

Carlos
PokerStars Payments Manager

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I already gave them all the info that is on my statement regarding the transaction.

Re: Weird request from PS customer support
 

In a case like this I'd expect the email to come from cashier@pokerstars.com or security@pokerstars.com, not from support@pokerstars.com.

I wouldn't send such a screenshot by email, even with sensitive information "blurred out." Details can be recovered from modified files, as that Canadian pedophile found out recently.

Re: Weird request from PS customer support
 

That you even thought to send this is very worrisome. Just because it's Pokerstars doesn't mean everything is safe - they are made up of employees, and some minimum wage tech support guy in India may have the idea to phish you.

Don't send it. Send an e-mail explaining why you aren't, and if you want say your bank told you not to.

Re: Weird request from PS customer support
 

So you are advising them of an error they made in your favour and now they want screenshots. Tell them to go to hell or figure it out for themselves.

Wow, you do the honest thing and then they want more. Not your problem now - if they can't track it just keep the money.

Re: Weird request from PS customer support
 

Doesn't sound right at all.

Besides, I think that PS would be on the phone with you at this point.

Does sound like some weird phishing thing. Don't send it. Period.

Maybe send another e-mail to PokerStars. Don't mention the original concern but ask under what circumstances would a PS rep request such information. - Might be interesting to see what happens.

Re: Weird request from PS customer support
 

Maybe send another e-mail to PokerStars. Don't mention the original concern but ask under what circumstances would a PS rep request such information. - Might be interesting to see what happens.

Re: Weird request from PS customer support
 

Read closely -- they want to see the transaction details. Simply reply with those specific details rather than the overkill info and call it a night... (although you should feel no obligation to do so -- you've already done your good deed)

Re: Weird request from PS customer support
 

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I like this idea a lot.

Then when they say, "no, I don't think you understand" and then they explain how to take a screenshot you follow-up by sending them a picture of a house-plant.

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Best MicroBob post ever.

Re: Weird request from PS customer support
 

I had a problem with a cashout and had the same request.

I sent the copies of my bank satements about a month ago and nothing bad happened.

I sent to support.

Re: Weird request from PS customer support
 

When I had a fee applied to an eCheck cashout over a month ago, I was asked for something similar. I did an online report that showed the transaction description and printed to a PDF. I only showed the single transaction. Nothing bad happened, but they already have my acct number so they can do eChecks transactions. Didn't really think my email was any worse than what their systems already know about me.

Re: Weird request from PS customer support
 

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Read closely -- they want to see the transaction details. Simply reply with those specific details rather than the overkill info and call it a night... (although you should feel no obligation to do so -- you've already done your good deed)

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That's why it's weird- I specifically provided all of that information with my original e-mail. I imagine what happened is a new rep took over, and didn't thoroughly read the previous e-mail thread.

Re: Weird request from PS customer support
 

Hi everyone:

I checked with our payments services dep't about this issue.

1) Yes, this was a legitimate email; this is not a phishing attempt (though we do encourage you to always be cautious when you have requests of this nature)

2) Due to our agreement with the processor, we must have a bank statement to investigate possible errors; simply the information is not sufficient for the processor. You should absolutely black out any information that is sensitive; all we really need is the line that shows that transaction. Feel free to take any measures necessary to anonymize the statement is as long as it shows that transaction.

Any questions, feel free to PM.

Re: Weird request from PS customer support
 

I say don't bother. Keep the money if they can't check details without it.

Re: Weird request from PS customer support
 

Jacob - Thanks for responding but I don't think, "our processors prefer it that way" is a very good excuse.

Rek - I pretty much agree with you.
This is silly. He's trying to alert them to an error and give the money back.
He has even given them the information they requested and now they say they need the same information...but in a screen-shot format because they are kind of picky in that way.

The people at my bank, you know, where I have the account in the first place, would tell me that it isn't a good idea to send screen-shots of my bank-account even with certain information blacked-out....and I agree with them.

Like others, I trust Stars with my funds more than any other site out there and it's not even close. And I would also trust them with my bank-account screen-shot and probably their processor as well. But it just seems so strange for them to ask for this.

Re: Weird request from PS customer support
 

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The people at my bank, you know, where I have the account in the first place, would tell me that it isn't a good idea to send screen-shots of my bank-account even with certain information blacked-out to an offshore, illegal-to-process transactions for, online gambling site....and I agree with them.

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FYP

Re: Weird request from PS customer support
 

I LOVE Stars, but my reply would be:

"suck it"

Re: Weird request from PS customer support
 

What we need to keep in mind is that all the gaming sites use a third party processor of some kind. When things go smoothly, it seems pretty transparent. When there is any kind of problem things can get slowed down quite a bit. The poker site has to communicate with the third party processor who has to communicate with your financial institution, wait for a reply from said financial institution, and then report back to the site on it's findings before the site can communicate with you. If there is a major snafu with a payment processor it can have repercussions for a long long time. Such is the system we have to live with. The best we can hope for is that the sites do a better job of keeping us informed when there is a snag in the system. There is nothing more frustrating than having your funds stuck in the pipeline and not being informed of what exactly your status is. Good luck.

Re: Weird request from PS customer support
 

yea

Re: Weird request from PS customer support
 

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Rek - I pretty much agree with you.
This is silly. He's trying to alert them to an error and give the money back.


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Re: Weird request from PS customer support
 

Screenshot and then crop out only the relevant line. What do I win?

Re: Weird request from PS customer support
 

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Rek - I pretty much agree with you.
This is silly. He's trying to alert them to an error and give the money back.


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just keep the $$, I don't think it will affect stars stock much?