PokerStars Casino - Player experienced a technical glitch.

There was an error in their program where I lost 22.5 billion in free money play. They refuse to give back and meanwhile they are humiliating me by saying I have a gambling problem. My problem is their software malfunction and actually seen the error. No apologies just restricted my account. Poor service provided.

Dear numade,

Thank you for submitting your complaint. Please could you provide more information and details regarding your complaint? I apologize, but I am not sure I understand completely what happened.

Thank you in advance for your reply.

Best regards,

Kristina

It's free chips that I paid for enjoyment. During about a 2 month period I won over 22.5 billion chips. Then suddenly it disappeared and I had zero. Next thing is pokerstars is restricted my account because I complained and said I had a gambling problem. They refused to give me my chips back or my account back. I even showed them my bank accounts, which I shouldn't of had to. Point is they're saying I have a gambling problem when they stole my chips or misplaced them on a glitch. You cannot lose 22.5 billion chips in one shot.

Thank you for your reply, numade. Did this situation somehow affect your real money balance (withheld winnings/deposits)? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

No it was fake money something to kill time in New York. Seems they just got extra mad when I called them on a computer glitch in their system. 22.5 billion chips disappeared and they had no answer except to say I have a gambling problem. I think you get mad if you lost all those chips on a glitch too. They refuse to reinstate my account on this basis. I showed them bank records that it cannot effect my life too.

Thank you

Regards Curtis C***

Casinos can block players' accounts if they suspect gambling problems. There are many types of behaviors good casinos take note of and unfortunately if they felt they needed to protect you, there is not much more we can do. Although I understand your frustration, we appreciate any casino whose responsible practices are more advanced (like, for example in your case - the responsibility of self-exclusion is not only in players' hands).

Since the casino didn't withhold any deposits or real money balance, we are not able to proceed in this case and I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.