The player played Jackpot Jester 50000 and found out that from his coins balance was deducted 200 coins instead of 100.
PokerStars Casino - Player is complaining about a game.
Black points: 99
Amount: $500
PokerStars Casino
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Unresolved
Our verdict
Technical glitch
UNRESOLVED
Case summary
4 years ago
Public
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4 years ago
Translation
I play a particular slot machine called "JACKPOT JESTER 50000"
Winnings can be transferred to a "balance" on the machine, which can later be used to play a super game on the machine. A spin in the super game costs 100 coins from the previously mentioned "balance". One day it seemed inconceivable that a single spin suddenly cost more than 100 coins. Thus, the "balance" for the super game, which had been earned, was reduced by more than the 100 coins. I thought I had grown tired and made another few spins, but was now paying extra attention to my "balance" - and then it happened again. Now it suddenly became serious. After all, the mentioned balance for the super game costs a lot to work up. After all, the 100 coins that a spin costs have a value in themselves. In addition, you are deprived of a chance of winning per 100 coins that "disappear"
I therefore filmed my subsequent spins with my mobile phone - here you can clearly see that I make an ET spin - but the balance is reduced by more than 100 coins.
I have not been able to see the costs in this regard, as there is a cost to work up these coins for the super game, and quite elementally, I have also been deprived of the chance of a "jackpot" - in this case $ 500.
I have presented Pokerstars with the problem, but they refuse to "handle" the case. On the contrary, they sent me an email which, due to my "threat" of a police report, has suspended my account.
I am of the clear opinion that this is either a fraud on Pokerstar's side OR a failure to acknowledge an obvious error - My money is at least lost at Pokerstars Casino - and I therefore considered a police report
However, I have not taken any further action in this matter. I find it tiring and perhaps useless. But now I discovered your excellent side and the news "complaints" - and will give it another try.
- In any case, other players should be warned against this casino's unwillingness to acknowledge a mistake - at the expense of the player
I upload a movie sequence which shows that 200 coins are deducted at ET spin. And the gods must know how many times it has happened WITHOUT being discovered. It's actually quite disturbing.
I also upload mails from Pokerstars casino.
Hope this post will benefit.
Automatic translation:
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4 years ago
Dear Claus,
Thank you for bringing this to our attention. I would like to inform you that this is not the casino’s fault, as the game providers are responsible for running the games, not the casinos. Did the casino give you any statement regarding this situation?
Thank you in advance for a reply.
Best regards,
Kristina
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4 years ago
Translation
No
I am a customer of Pokerstars. It was at Pokerstars my money / spins disappeared. That's why I go there.
vh
Claus
Edited
Automatic translation:
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4 years ago
Hello Claus,
I would like to ask you to send me a screen shot of your game history, if possible.
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4 years ago
We would like to ask PokerStars Casino to react to this complaint. We tested the game and this shouldn't be possible. The player send us a video as a proof, where it is clear to see, that 200 coins were deducted instead of 100 coins.
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4 years ago
We would like to ask the PokerStars Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Hello Claus,
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
