PokerStars Casino - Refusing to credit a promised deposit bonus

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PokerStars Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Hello HETEQ,

Thank you for reaching out and our apologies for the late reply.

After reviewing this for you, we see that you received an explanatory email from the relevant team on 28-07-2020:

"We apologise for delay in our response.
Due to temporary regulatory changes this offer was discontinue at the time and money were not credited to you by the system automatically, however we are glad to confirm that we have matched your deposit and credited your account $100.00.
In case there is anything else we can do, to make your experience playing with us more enjoyable, then please don’t hesitate to get in touch."

We also see that the amount was indeed credited and that you used it play.

Our apologies for the inconvenience.

Should you have any other question, you can reach us via the Help button on the website.

Kind regards
PokerStars Casino

Dear @Heteq,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.