HomeComplaintsPokerStars Casino IT - Player complains that she didn’t win anything.

PokerStars Casino IT - Player complains that she didn’t win anything.

Amount: €250

PokerStars Casino IT
Safety Index:Above average
Submitted: 04 Nov 2021 | Case closed : 21 Nov 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Italy is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Greetings,

in the last 2/3 months I have made various deposits on my account and I have never won indeed if a slot went in bonus it never gave a sum greater than 20x, so I ask if possible that these slots do not respect any rtp and ask for a refund to the casino

Automatic translation:
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2 years ago

Dear Roberta,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

 

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2 years ago

Dear Roberta,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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