PokerStars Casino

Public

Claus

Unregistered user

Public

4 years ago

OriginalTranslation

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.

Jeg spiller en bestemt slotmaskine der hedder "JACKPOT JESTER 50000"

Gevinster kan overføres til en "saldo" på maskinen, som senere kan benyttes til at spille et superspil på maskinen. Et spin i superspillet koster 100 mønter fra før omtalte "saldo". En dag skete det utænkelige, at et enkelt spin pludselig kostede mere end 100 mønter. Altså "saldoen" til superspillet , som var oparbejdet, blev reduceret med mere end de 100 mønter. Jeg troede jeg var blevet træt og foretog endnu et par spins, men var nu ekstra opmærksom på min "saldo" - og så skete det igen. Nu blev det pludselig alvorligt. Den omtalte saldo til superspillet koster jo en del at oparbejde. De 100 mønter som et spin koster har jo også en værdi i sig selv. Derudover fratages man en gevinstchance pr, 100 mønter der "forsvinder"

Jeg filmede derfor mine efterfølgende spins med min mobiltelefon - her kan man tydelig se at jeg foretager ET spin - men saldoen reduceres med mere end 100 mønter.

Jeg har ikke kunnet overskue omkostningerne i denne forbindelse, idet der er en pris for at oparbejde disse mønter til superspillet, og helt elementært så er jeg også blevet frataget chancen for "jackpot" - i dette tilfælde 500 USD.

Jeg har præsenteret Pokerstars for problemet, men de nægter pure at "behandle" sagen. De har tværtimod sendt mig en mail, hvor man grundet min "trussel" om en politianmeldelse, har suspenderet min konto.

Jeg er af den klare opfattelse at det enten er svindel fra Pokerstars side ELLER manglende anerkendelse af en åbenlys fejl - Mine penge er ihvertfald bortkommet på Pokerstars Casino - og jeg overvejede derfor en politianmeldelse

Jeg har dog ikke foretaget mig yderligere i sagen. Jeg finder det trættende og måske nytteløst. Men nu opdagede jeg jeres udenmærkede side og nyheden "klagesager" - og vil give det endnu et forsøg.

Under alle omstændigheder bør andre spillere advares mod dette casinos manglende vilje til at anerkende en fejl - med omkostninger spilleren til følge

Jeg uploader en filmsekvens hvor det fremgår at der fratrækkes 200 mønter ved ET spin. Og guderne skal vide hvor mange gange det er sket UDEN at være opdaget. Det er faktisk temmelig foruroligende.

Jeg uploader også mails fra Pokerstars casino.

Håber dette indlæg vil gavne.

Automatic translation:

Public

Kristina

Deputy Complaints Team Lead

Public

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

Public

Claus

Unregistered user

Public

4 years ago

OriginalTranslation

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:

Public

Kristina

Deputy Complaints Team Lead

Public

4 years ago

Hello Claus,

I would like to ask you to send me a screen shot of your game history, if possible.

Public

Kristina

Deputy Complaints Team Lead

Public

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.

Public

Kristina

Deputy Complaints Team Lead

Public

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’.

Public

Kristina

Deputy Complaints Team Lead

Public

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.

PokerStars Casino - Player is complaining about a game.

Black points: 99

Amount: $500

Technical glitch

UNRESOLVED

Case summary