No worries. Unfortunately yes I did:
Hello Paul,
Thank you for your email.
We have conducted a full investigation into your account and we believe that your PokerStars password may have been compromised.
Our facts to support this are as follows:
The logins to your account show no failed attempts; whoever accessed your account knew your password perfectly.
Computer finger printing technology is utilized by our Security Team in order to determine which computer your account was accessed from. In this case, our investigation concludes that your account was accessed from a foreign computer in Russia where no logins were previously detected from. It is therefore possible that your login credentials have been compromised.
With regards to the bankroll in your account, unfortunately we have been unable to recover the funds lost. The funds were lost at the tables. Most of the funds were dumped to another player that may have been hacked as well and the funds were then cashed out from this account t to an e-wallet. We contacted the payment method provider in order to attempt to retrieve the funds. However, it is most likely that the funds were already removed from the e-wallet.
To conclude this matter, we would like to advise you that PokerStars will not be liable for funds lost on your PokerStars account. PokerStars will not be held liable for any losses as a result of insufficient security measures to ensure that your personal details remain secured. This is in accordance with the sections 10.2 and 10.3 of our Terms of Service which state your responsibilities as an account owner.
In order to reinstate your account with a new password and PokerStars PIN, we would like to ask you that you please provide us with:
- A clear digital photo of you holding your ID document. Please make sure that your full name, date of birth and the expiry date of the document are clearly readable.
As a precautionary measure, we will require you to take the necessary steps in protecting your computer. This includes, but is not limited to; scanning your computer to ensure no harmful software is installed or re-formatting your computer's operating system to ensure no malicious software exists and changing the password on your registered email account.
Finally, you may wish to visit the following link which offers suggestions on keeping your password secure and details about additional security features offered by PokerStars: