PokerStars Casino - Great Blue Free Spins Feature not finished due to software issue

They still dont understand the issue after 2 days of emails.Its pretty sad I just received this email.quote"
Thank you for your reply.

We have attached your playing history audit report for your review. This report shows your playing activity, VPP and StarsCoin earnings, movement of funds between tables plus deposits and cashouts to your account.

Please note the times shown on the report refers to ET (Eastern Time).

We can see that the winnings of 5.20 was credited correctly into your account.

You can also find the hand history for that spin at the following link:

https:­//c­ash­ier.fr­ame­gas.co­m/c­asi­no/­gam­e_h­ist­ory­_de­tai­ls_­con­ten­t.p­hp?­cas­ino­=po­ker­sta­rs&username=2-11237065-USD&expiration=1483199265&permission=gameHistory&token=SSdbMISudcOC11pkJCWsrFdYtWHKAbDm-cSlATpcesg&gamePlayId=391763528&gameEndDate=2016-12-29+19:13:56&language=EN

We hope that this clarify the situation.

Should you require any further assistance, do not hesitate to write us back. Thank you for playing with us.

Regards,

Federico"end of quote.How hard is it to understand what happened?

They sent me the proof but they havent figured out the problem yet.

Dear SID G,

Happy new year. First of all apologies for not getting back to you earlier on this but I was on holiday.

I will try to understand this issue internally and see what can be done to resolve it.

Best regards,
PokerStars Casino

Dear SID G,

Can you please email me your username on < email removed > so that I can refer to it when discussing internally?

Best regards,
PokerStars Casino

I have sent the information you requested.

Good day,

I have been informed by Customer Support that you will be credited or have been credited a bonus as a goodwill gesture for your troubles.

Thanks and best regards,
PokerStars Casino

Thank you for the bonus,I would like this issue though to be resolved asap its been 8 days now.

Please let us know if there's any update regarding this case. Thank you.

No update.Its been 2 weeks now.Its a shame players must go through this.The only said they were waiting for the casino provider.Keeps getting escalated and escalated thats all.

Dear SID G,

I will check internally and try to understand what else can be done to resolve this issue for you.

Best regards,
PokerStars Casino