The player from Spain had suspected that there might be inconsistencies affecting the fairness and transparency of PokerStars' casino games. She had been maintaining a record of her gameplay and had intended to share this with the mediation team for analysis. We had informed the player that we could not proceed solely based on her descriptions and had suggested she read our article about Payout ratio (RTP). We asked for more information to strengthen the case but received no response from the player. Consequently, we were unable to investigate further and had to reject the complaint.
PokerStars Casino - Player suspects unfair gameplay at online casino.
Amount: €500
PokerStars Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
PokerStars Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
Dear Casino Guru Team,
I hope this message finds you well. I am reaching out to seek assistance and clarification regarding my recent experience on the PokerStars platform.
I have conducted a detailed analysis of my results and the results of other players on PokerStars' casino games. During this process, I've noticed certain discrepancies which raise questions about the fairness and transparency of the games offered on the platform.
I would like to share my findings with your team to gain your insight and guidance on this matter. I am willing to provide my entire gameplay history, including screenshots that compare betting results of different amounts, as well as the performance of other participants in the same games.
I sincerely hope you can understand the seriousness of this situation and provide some clarity on it. I would greatly appreciate it if you could respond to this message as soon as possible to further discuss my concerns.
I await your prompt response and thank you in advance for your attention to this matter.
Best regards, C. Hidalgo
PS: I am unable to upload my game history, could you please contact me via email for its delivery?
Automatic translation:
Public
Public
9 months ago
Dear Lorkazz,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP):
https://casino.guru/learn-about-games-of-chance-rtp-variance
If you have more information that would help our case, please forward it to me. My email address is kristina.s@casino.guru. However, please be aware that if we don’t have strong enough evidence proving that something unfair is going on, there is nothing we can do.
Thank you for your understanding.
Best regards,
Kristina
