Queja #811
PokerStars Casino
Game error winning hand not paid
hace 3 años
Hello,
On April 22 at 18:10 (Romanian time) I was playing the Napoleon Rise of an Empire game (on the casino website, not on the application) when, at a certain moment, "Napoleon" appeared on the screen, activating a function of the game with adding wilds. You can see the added wilds in the screenshot. After adding them the game froze and I waited around 30 seconds to see if it unlocks but nothing happened. At that moment I took a screenshot and thought I had to reload the page. After I reloaded the page, the respective page did not reload. After that I played another hand thinking that the respective hand with the function would be repeated, but nothing happened. I then contacted an agent on chat. He told me that I would have to wait for him to identify that hand and after an hour of discussion in which I was told twice that that hand was not identified, they told me that they had found something and that the error would be sent to the supplier of the game and I will receive an answer in 48 hours. Of course, I did not receive any answer and after 48 hours I entered the chat again looking for answers. Then I was told that the checks could take up to 7 working days and that I would be contacted by email. Of course, no one contacted me and I decided to come back to the chat again on May 1st. Then an operator told me that I had modified the screenshot, which is totally untrue, and completely avoided my questions regarding the answer of the game provider!!! I've been waiting for a response by email since then, but I haven't received anything.
Thus, I feel very unfair as a customer and treated with contempt for more than 2 weeks!
In conclusion, I want to repeat that I, under no circumstances, I do not sent an edited screenshot, but the original screenshot with the moment when the game. Attached chat transcription and the print screen.
On April 22 at 18:10 (Romanian time) I was playing the Napoleon Rise of an Empire game (on the casino website, not on the application) when, at a certain moment, "Napoleon" appeared on the screen, activating a function of the game with adding wilds. You can see the added wilds in the screenshot. After adding them the game froze and I waited around 30 seconds to see if it unlocks but nothing happened. At that moment I took a screenshot and thought I had to reload the page. After I reloaded the page, the respective page did not reload. After that I played another hand thinking that the respective hand with the function would be repeated, but nothing happened. I then contacted an agent on chat. He told me that I would have to wait for him to identify that hand and after an hour of discussion in which I was told twice that that hand was not identified, they told me that they had found something and that the error would be sent to the supplier of the game and I will receive an answer in 48 hours. Of course, I did not receive any answer and after 48 hours I entered the chat again looking for answers. Then I was told that the checks could take up to 7 working days and that I would be contacted by email. Of course, no one contacted me and I decided to come back to the chat again on May 1st. Then an operator told me that I had modified the screenshot, which is totally untrue, and completely avoided my questions regarding the answer of the game provider!!! I've been waiting for a response by email since then, but I haven't received anything.
Thus, I feel very unfair as a customer and treated with contempt for more than 2 weeks!
In conclusion, I want to repeat that I, under no circumstances, I do not sent an edited screenshot, but the original screenshot with the moment when the game. Attached chat transcription and the print screen.
Screenshot
