Cheated by Pokerstars?

[MikkelNo1]

Ok, this happened:

I was playing ReelRush2 on Pokerstars Casino. I played it before and know its a low-paying regular gameplay but the superbonus is often very good.
During regular play you accumulate bonuspoints. 2000 bonuspoints is required for the superbonus (if 2000 points is not accumulated upon getting the bonus, the rest can be bought)
I played for around $200 and collected about 1400 bonuspoints. Finally I won the bonus and with 1400 bonuspoints I had to pay only $15 to get the superbonus.
Just when I won the bonus the slot froze. It closed down and I was unable to get into the game again. As I was unable to play the bonus I won nothing on the bonus. Subsequently the slot was no longer available from Pokerstars casino.

I contacted pokerstars support serveral times the next days with a lot of frustrating mail and replys from pokerstars. A long story short, I was compensated $1 (one) for the actual spin that froze and nothing else.
Pokerstars support do no longer answer my mails.

I feel cheated for the bonus thatI won and was unable to play. 

I have thought about contacting Danish gambling athrorities as they need a licence to offer online casino here. But I am not sure I have a case.

Any thoughts?

Cheers
Mikkel

 

[Flatzem]

50 minutes ago, MikkelNo1 said:

Ok, this happened:

I was playing ReelRush2 on Pokerstars Casino. I played it before and know its a low-paying regular gameplay but the superbonus is often very good.
During regular play you accumulate bonuspoints. 2000 bonuspoints is required for the superbonus (if 2000 points is not accumulated upon getting the bonus, the rest can be bought)
I played for around $200 and collected about 1400 bonuspoints. Finally I won the bonus and with 1400 bonuspoints I had to pay only $15 to get the superbonus.
Just when I won the bonus the slot froze. It closed down and I was unable to get into the game again. As I was unable to play the bonus I won nothing on the bonus. Subsequently the slot was no longer available from Pokerstars casino.

I contacted pokerstars support serveral times the next days with a lot of frustrating mail and replys from pokerstars. A long story short, I was compensated $1 (one) for the actual Spin that froze and nothing else.
Pokerstars support do no longer answer my mails.

I feel cheated for the bonus thatI won and was unable to play. 

I have thought about contacting Danish gambling athrorities as they need a licence to offer online casino here. But I am not sure I have a case.

Any thoughts?

Cheers
Mikkel

 

look at all the unresolved complaints , not worth playing there.

https://www.askgamblers.com/online-casinos/pokerstars-casino-review/complaints

[pinnit2015]

Ah PokerStars.... I remember them well

In 2008 or something my card was used on their site fraudulently. Wasn’t my main account and noticed before too much damage was done. PS were as useful as a chocolate fireguard; wanted them to identify the account and pass me confirmation so I could give to my bank.

Still waiting to this day for it

Ended up getting cash back but took 45 days or something for the investigation 

[MikkelNo1]

Yeah. I realize now that PS support is really bad.  I read many stories and Trustpilot ratings are very low also...

But I was thinking more about if any of you guys have tried reporting PS (or other sites) to the local gaming athorities. 
In Denmark the casinos need a licence if they want danish players to play. I do think that my case could be a violation to the danish licence. 

If a slot machine advertise a superbonus as a special and attractive feature and a player wins it but unable to play it and gets no compensation, it must be false adverticing or something...

[pinnit2015]

Few points:

No, i wouldn't go running to a regulator. Sounds a bit ***** for tat

But probably should lead with....they have a licence

 

[MikkelNo1]

53 minutes ago, pinnit2015 said:

Few points:

No, i wouldn't go running to a regulator. Sounds a bit ***** for tat

But probably should lead with....they have a licence

 

I am not sure what you mean. 
You think the  incident is to insignificant or?

 

Yeah, I know they have a licence...thats what I wrote.

[ValDes]

16 hours ago, MikkelNo1 said:

Ok, this happened:

I was playing ReelRush2 on Pokerstars Casino. I played it before and know its a low-paying regular gameplay but the superbonus is often very good.
During regular play you accumulate bonuspoints. 2000 bonuspoints is required for the superbonus (if 2000 points is not accumulated upon getting the bonus, the rest can be bought)
I played for around $200 and collected about 1400 bonuspoints. Finally I won the bonus and with 1400 bonuspoints I had to pay only $15 to get the superbonus.
Just when I won the bonus the slot froze. It closed down and I was unable to get into the game again. As I was unable to play the bonus I won nothing on the bonus. Subsequently the slot was no longer available from Pokerstars casino.

I contacted pokerstars support serveral times the next days with a lot of frustrating mail and replys from pokerstars. A long story short, I was compensated $1 (one) for the actual Spin that froze and nothing else.
Pokerstars support do no longer answer my mails.

I feel cheated for the bonus thatI won and was unable to play. 

I have thought about contacting Danish gambling athrorities as they need a licence to offer online casino here. But I am not sure I have a case.

Any thoughts?

Cheers
Mikkel

 

Hello there and welcome to AskGamblers Forum. 

Sadly, I can see you are already member of another club, 'PokerStars Suppport Team fans'  

Yes, you should be able to raise official dispute with your regulatory body directly OR use AGCCS instead first. Your choice.  

[MikkelNo1]

15 hours ago, ValDes said:

Hello there and welcome to AskGamblers Forum. 

Sadly, I can see you are already member of another club, 'PokerStars Suppport Team fans'  

Yes, you should be able to raise official dispute with your regulatory body directly OR use AGCCS instead first. Your choice.  

Thank you Sir!

Yes I guess I joined the ever-growing club. In my last mail to them I told them that I think it is disgraceful for a huge company like PS to have such a horrible support. They just dont care. Just milking the punters. I used to play quite a lot of both poker and casino there, but I think thats over now. Giving me (and others) the high hat is just bad business for them. But I guess they make a ton-load of moneys anyway "sigh"....

Thank you for your comment. I think I will pursue the official dispute as I have no intentions of begging for a compensation. When I get an answer I will post it here..

Cheers!

[ValDes]

Fair enough @MikkelNo1 and good luck with your official complaint!  

[pinnit2015]

On 1/19/2020 at 8:49 PM, MikkelNo1 said:

I am not sure what you mean. 
You think the  incident is to insignificant or?

 

Yeah, I know they have a licence...thats what I wrote.

Thought you were inferring they had none...my bad. 

It might fall under 'voided, technical' etc or some other weird catch all term in their t's and c's: I'd be annoyed; i had a bonus round crash once, seemingly no record of it within Netent (aye, right) and after about 8 weeks the casino gave me 150 quid as goodwill- sounds good? Well, given i was gave 150 quid i still think it was probably a monster i hit and they saved money, so wasn't that impressed - just wanted to play the game. 

Not sure how the Danish crew work but the UK wouldn't look at this; they'd just refer you to an ADR etc 

Pokerstars, as V says, are awful to deal with - there's literally no level of sway in their approach to issues - if they bother to even respond.