PokerStars Casino - Player's winnings have been confiscated.

hello,

i have attached the amount which i won and the answer from the casino. They cancelled my winning and took all the win.

Dear Adisa37,

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. Do I understand correctly that you accumulated all winnings by playing this game that malfunctioned? Could you please advise if there are any funds in your casino account or if the casino has confiscated your entire balance?

Did you have any active bonuses while playing this game?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I was changing the games, i was not playing only this one… but mostly all winings are from that particular game… i was able to take 1k and all the rest they confisticate, my entire account balance..

Thank you very much, Adisa37, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Adisa37,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PokerStars Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PokerStars Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? How much has been confiscated, and how much was returned to her?

Is the casino able to substantiate its decision with relevant evidence? For example, an official statement with a detailed explanation from the game provider?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Adisa37,

Thanks for reaching out. We are sorry to hear this.

We can confirm that your account is under review by the responsible department. Once the review is finished, you will be provided with all the information via email.

Thanks for your understanding and patience.

Kind regards

PokerStars Casino

Thank you for your info…

its a little bit strange that they reviewing the account longer than 1 month… that answer they gave to me before also.. I hope its not just an official excuse..

Dear Adisa37,

In some cases, a review of a player's account could take longer than standard. However, as the casino representative stated, you should be contacted via email, so I would recommend you only wait.

Have you already received any news regarding the status of your casino account and the winnings? Can you please provide us with an update? Is there any progress?

Until now there is still no progress, only the same answers that i am under review…

Dear PokerStars Casino team,

The review was likely finished before the complaint was submitted, and the player was also informed about the situation of the disputed winnings via email. I am attaching the email from the casino below in the screenshot since it was uploaded by the player during submitting the complaint and it is not visible in this thread.

Could you please provide us with more details or an explanation regarding the stated error/malfunction?

If it is more convenient for you, feel free to reply to my email (branislav.b@casino.guru).

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.

Hello Adisa37,

Kindly note that you have been provided with the following information via email:

"On the 20th and 21st of April 2023, the game "Kings Vault" by Skywind experienced a configuration error and malfunction on PokerStars Casino. The game did not perform in line with the game specification and was subsequently removed from the website.

As such, anywinnings provided to you in relation to this game on these dates, were confiscated in line with out terms of service.

The following is stated in our General Terms, which are available at: https://www.pokerstars.eu/tos/

Errors, Malfunctions and Interruptions - when we will void transactions and recover or not pay winnings

Errors, Malfunctions or Interruptions in the Services or Software may or may not be apparent to us or to you at the time, and they may only come to light as and when settlement instructions, Game outcomes, winnings or withdrawal requests are investigated and analysed by us retrospectively. You must not abuse or take advantage of any Error, Malfunction or Interruption which is or becomes apparent to you (for example by exploiting it to obtain winnings). If any Error, Malfunction or Interruption is or becomes apparent to you, or you suspect that it may be occurring to any part of the Services you are using, you must stop using that part of the Services immediately and tell us about it.

If, as a result of an Error, Malfunction or Interruption in the Services, your Account is credited with winnings, funds, rewards and/or other credits that you would not have received were it not for that Error, Malfunction or Interruption ("Erroneous Credits"), we will void the relevant transaction and withhold or recover the Erroneous Credits. This applies even if the relevant part of the Services could have produced the same or similar amount of winnings/funds/rewards/credits absent the Error, Malfunction or Interruption and applies whether or not the Error, Malfunction or Interruption was apparent to you or to us at the time. If you have withdrawn any Erroneous Credits, you must pay them back to us as and when we ask you to."

Thank you for your understanding and for your patience while the review was conducted.

Kind regards

PokerStars Casino

First of all Thank you for your effort mr Branislav..

I was expecting the answer from Poker stars like that..

anyway to me it doesnt seems right.. player can not know when they have some mistake in their system or not, right?

they write player should stop playing but how can anyone knows that is something wrong… you re just happy for winnings… it could also be just a perfect method for confisticating the players higher winnings…

anyway i dont feel it was done correctly..

Their mistake is their responsibility and its not right that they can confisticate all the winnings… partly would be understandable but not all…

Im wondering what would it be if i would lost such an amount would it also be a "mistake" in a system…

For sure fixing situations like that will minimize the trust in that casino…

Once again Im pretty sure that i would have the right for reasonable percentage of the winning… I didnt do nothing wrong, responsibility for the mistake is on their side, (on their IT) and not the players side…

Greetings all,

I am sorry for the delay.

Dear Adisa37,

I would like to explain a few facts regarding your last post.

• a part of the terms and conditions that says that a player has to inform the casino in case they find such an error only explains the situation when the player is aware of the error and tries to abuse it, and casinos also need to protect themselves against possible abuse by players/abusers
• their mistake and their responsibility - this claim is not completely correct, and it mainly depends on a particular error and circumstances; it may be a human/technical error on the casino's side, but in the vast majority of cases, the errors occur on the game provider's side (3rd party service provider), and therefore, casinos are powerless because they cannot influence it in any way, which is very likely the case here
• if the winnings were accumulated due to the error, unfortunately, you are not entitled to the winnings obtained in this way - if there had been no error, you would probably not have won these winnings at all
• regarding the funds lost due to such an error - good point, but it would be very difficult to prove something like that, and no one would provide us with such information; anyway, it does not relate to this complaint, and we are probably talking about a specific error that gave a big advantage to players who played the specific game, so there was no chance to lose, but just the opposite - it is understandable the casino needs to have such rules in its terms and conditions

I believe this clarification is sufficient for you. Now the problem is the disputed amount and evidence of the error. Basically, we did not get anything new from the casino representative compared to the information we have had since the beginning. Therefore, let's ask the casino about the details.

Dear PokerStars Casino team,

Allow me to please repeat selected parts of my previous posts that have not been answered yet.

"Could you please provide me with more details or an explanation regarding the stated error/malfunction?

Is the casino able to substantiate its decision with relevant evidence? For example, an official statement with a detailed explanation from the game provider?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Can you also provide us with the information on how much of the winnings were won in the game in question with the error, what was her balance before and after playing it, and how much of her winnings was confiscated?

The player spent some bets in the game. Were only winnings confiscated? Were the bets returned to her balance?

Are you please able to send me the player's game logs and explain to me the error in the particular game sessions?

Looking forward to hearing from you.

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.

Dear Branislav,

We make substantial efforts to protect the confidentiality, identity, preferences, and other information we collect about individual players. Because of the data privacy laws, we can't disclose personal account information as described in our Privacy Policy. Read more about it here:

www.pokerstars.com/privacy/

We also cannot share the explanation from the game provider.

Thank you for your understanding.

Kind regards

PokerStars Casino

Greetings all,

I am sorry for the delay.

Thank you, PokerStars Casino team, for your reply and explanation.

Dear Adisa37,

Are you please able to submit a complaint to the casino's ADR or directly to the gaming authority that the casino is regulated by (MGA)?

If yes, can you inform us once it is done?

Dear Adisa37,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Can i ask exact which ADR provider should i use for complaint?

I dont find that info..

thank your for your help…

Hello, Adisa37,

You can do it by clicking on the following links:

eCOGRA (ADR)

ODR (ADR)

MGA

Can you please let us know once it is done and also provide us with confirmation?

It is possible to share it directly here, or you can send it to branislav.b@casino.guru.

Dear Adisa37,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation, suggest possible solutions, or close the complaint with a correct classification.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru