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PokerStars Casino - Refusing to credit a promised deposit bonus

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Bonus not given
Amount $ 100
Heteq Netherlands Message
Posted on July 13, 2020

I have email from pokerstarscasino:
Verify your account by uploading your government ID (front and back) here
Log in to your account and deposit using the code ‘BONUS100’
Receive your verification bonus up to $100 in cash!

But I did not have a place to enter the bonus code. I informed the support team about this and they told me that I need to verify my account and make a deposit without a bonus code. They said that the bonus will be credited manually. I verified my account and made a deposit of $ 100, after which I wrote in support of this so that my bonus would be transferred to me. It was May 20th.
I received an email:
Congratulations! Your deposit has allowed us to credit you with the bonus Verification Bonus.
But I didn’t receive a bonus. A few days later I informed the support team that the bonus was not transferred to me and received an answer that the bonus will be transferred to you in the near future. I wrote about the problem many more times. I wrote in a week in two weeks in four weeks in 6 weeks. I have not received a reply. 2 months will soon pass from my deposit and bonus funds have not been received to my account.

AskGamblers
Posted on February 18, 2021

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.

Posted on February 18, 2021

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

AskGamblers
Posted on February 18, 2021

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.

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