The player from Poland participated in the Wheel of Prizes promotion at a casino where he did not receive promised extra spins due to a technical error. The casino's support team acknowledged the issue but miscalculated the owed spins to the player's disadvantage. Despite repeatedly communicating with the casino, resolution is still pending after weeks.
PokerStars Casino - Player is not receiving promised extra spins in promotion.
Amount: $700
PokerStars Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
On December 11, a new version of the Wheel of Prizes promotion was launched in a Christmas theme, and I was officially invited to it. For every $50 spun, one could earn 35 additional spins on the wheel.
Unfortunately, there were technical issues and I noticed that I should have received some extra spins several times that weren't added. This was the case for some players but for others, their spins were added instantly. By the end of December 11, I reported this issue through the chat and I was informed that this problem was quite widespread and not just affecting me. A week has passed since my report and the promotion is ending soon. I'm fearful that they'll soon tell me that the promotion is over and that I will not be compensated for the extra spins I did not receive for two and a half days (from December 11 to the noon of December 13). I repeatedly sent emails about this issue. Initially, they asked me to wait, but then a consultant got short with me and did a quick calculation. According to him, €1400 divided by 50 results in 14 extra spins and with a daily one spin for the last 24 hours, it's 21 spins. Therefore, he decided that my problem has long been solved. However, I quickly pointed out their mistake. €1400 divided by 50 gives 28 spins and with 7 days, it's 35 spins which is what I should have rightfully received from the whole Christmas Wheel of Prizes challenge.
Since pointing out their mistake, no resolution was made to my problem, and I am still waiting for their response. I have contacted their team on Twitter, Facebook and the PokerStars community, but I only received a copy-pasted message in return. It's as though they aren't even reading my messages and each time I ask for an update, I'm told they have a backlog of complaints and my issue has yet to be resolved. It's rather ridiculous to think that they are incapable of calculating the spins I've made over a 7-day period. A consultant was able to do this during our live chat in 20 minutes, but it's now been three weeks without a solution from their technical team. I feel disrespected and deceived which is why I am not willing to drop this issue.
Automatic translation:
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10 months ago
Dear Wioletta3087,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Can you let me know if those spins show up in your game history?
- Do you know if the miscalculation is affecting all players?
- Also, do you happen to know whether the casino or the game provider is running the promotion?
If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Translation
Unfortunately, there is no history from the games when it comes to free spins of the wheel, even in the Christmas version and in the everyday version. Unfortunately, there is no history, even if, for example, something is drawn on Monday, Tuesday, Wednesday, the stars accumulate for a given prize. and in fact, you can't even just go in once it's turned around and check what you have.
as I said, this problem affected a large number of players, but not all of them, so it seems to me that incorrect calculations are not a problem for every player. although I also know that they did not compensate or refund all the spins to everyone. I also know that one player had such a problem that when he wrote about this technical problem, when he complained, they simply froze his account, then he couldn't log in for about 3 days, after which he supposedly had to reset his password, he reset the password and he couldn't log in anymore. I think it was only after a week that he was able to access his account.
it was not the game provider but the casino directly that created such a promotion, which means that it was actually one challenge from this whole Christmas promotion in which the conditions are still valid, read on the website, and I was also officially invited via e-mail to take part in this challenge. https://www.pokerstars-01.com/pl/casino/promotions/mission-xmas/ https://www.pokerstars-01.com/pl/casino/promotions/mission-xmas/ 
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10 months ago
Thank you very much, Wioletta3087, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello Wioletta3087,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
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10 months ago
We would like to ask the 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’ which may negatively affect its rating.
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10 months ago
Hello Wioletta308,
Thank you for reaching out.
We apologize for the delay in resolving the issue.
We can confirm that you were credited with the USD 50 Casino Instant bonus as compensation for the rewards you should have received as part of the Xmas promotion.
Thank you for your understanding and have a nice day!
Kind regards
PokerStars Casino
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10 months ago
Hello Wioletta3087,
Can you confirm if you have received the bonus and if you are satisfied with this compensation?
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10 months ago
Translation
Yes, I confirm that I received the bonus along with the email
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10 months ago
Dear Wioletta3087,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Matej
Casino.Guru
