PokerStars may be the world’s largest online poker site, but their customer support is now ranked among the lowest, with the operator repeatedly criticized for how they handle customer queries and concerns.
Players have been taking to social media to complain about PokerStars’ bad customer service, with unanswered emails and delayed replies among top concerns. One player shared on Twitter that he emailed PokerStars Support more than 20 times already over the past four weeks, but he has yet to receive a response until now.
This is in contrast to the customer support team at rival real money online poker site partypoker, who promptly reply to emails, the Twitter user said.
The Twitter rant also came to the attention of partypoker ambassador Patrick Leonard who did not hesitate to launch an attack to their main competitor, saying partypoker now has the best customer support in the market.
Good job @partypoker best support in industry now imo 💪
— Patrick Leonard (@padspoker) May 5, 2020
With the complaint quickly attracting discussions, the Twitter account of PokerStars support joined the conversation, and confirmed that they had now replied to the email and apologized accordingly.
More players with similar concerns have come forward, but it appears that emails being ignored are just one of the many issues. There are some players who have had their accounts locked with no proper explanation from the site. One of the affected players said he was forced to leave the site once and for all because of how they deal with their customers.
Other complaints also relate to unanswered requests for hand history data, which is totally absurd as the site has told players they can actually request for specific hands to be sent to them by contacting PokerStars customer support.
PokerStars Must Focus On Looking After Their Players
Over the past few years, PokerStars introduced changes to their marketing strategy, leading to the departure of a number of prominent names who used to represent the brand, including Poker Hall of Famer Daniel Negreanu, top-ranked Brazilian poker pro Felipe Ramos, and high-stakes regular Bertrand “ElkY” Grospellier, all three of whom are now connected with GGPoker. Long-time Stars Pro Vanessa Selbst also left the brand, as did American high-stakes player Jason Mercier.
Leading Twitch streamer Jamie Staples also cut ties with PokerStars to join rival operator partypoker
PokerStars is by far the most dominant player in the online poker market, holding approximately 70 percent of the online market share, but by constantly ignoring player inquiries and concerns, and letting go of high-profile pros who have helped them get to where they are right now, the online poker room has lost some traction in the last year or so.