PokerStars Casino - Emailed me regarding a refund then ignored my emails

Dear player,

We apologize for the delay in getting back to you and we are really sorry to hear about this situation. We have escalated it to the responsible department and you have been contacted via email. Kindly review your inbox.

Kind regards

PokerStars Casino

Received an email to advise they’re looking into my refund and would be back in touch?

Still nothing back yet....

Complaint still not resolved.....Please notify me of my ADR case reference number.

Dear player,

We are really sorry for the current delays; we're doing our utmost to respond to all your messages.

We have noticed that you have been contacted already by the responsible department today. We can confirm that they received your reply and will get back to you as soon as possible.

Thank you for your patience and understanding.

Kind regards

PokerStars Casino

I can’t fault poker stars for finally getting back in touch with myself. I have had a prompt reply so I’d like to thank them for this. (It’s a shame it’s been nearly 5 months although better late than never, huh?)

Complaint is still ongoing, it’s not resolved as yet.

I received an email to state I’m in credit by a certain amount therefore, I’ve requested proof of the deposits that I’ve made on the account and, also proof of the credited amount.

I want to make sure that I’m not being lied too (understandably due to previous issues) and that they haven’t just applied a one off credit to resolve my complaint.

I want to make sure the “refund” amount is 100% correct before my complaint is resolved.

Awaiting a response from the reply I sent yesterday:- 24/05/20.

Dear player,

The responsible department has been in touch with you today and will get back to you with a follow-up on your latest reply as soon as possible. Thank you for your patience.

Kind regards

PokerStars Casino

Dear all,

Kindly note that the AskGamblers Complaint Team has just extended the response timeframe for another 96 hours in the hope that PokerStars Casino management will soon provide an update regarding this complaint.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Still not resolved. generic responses. I'm STILL awaiting my ADR case reference... which is part of a escalation process so clearly they have not followed policies and procedures (inc a number of others) maybe this will take 4 months to receive? Just like the response to be case? (Before COVID-19- I may add!) Escalating further including outside of business. Still unresolved. I will also contact the UKGC regarding the matter. I'm owed my "refund" and also the difference for deposited amounts.

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.

Hi,

I have received an email from poker stars, I’ve sent two back currently trying to form the refund amount before I confirm my bank details.

Please respond via email to confirm of the amount being refunded.

I would like to resolve this ASAP.

Thanks

Dear player,

Thanks for reaching out again and our sincere apologies for the late reply, it should have been made earlier today, just after we sent you the email.

After reviewing this issue for you on your account and email history, please allow me to explain how this refund worked, to help you understand what happened:

When the slot Genie Jackpot was removed from our website, it was determined that you were one of the many player who contributed to the Jackpot. With the game removed, the funds from the jackpot, were refunded to the players who played it and contributed. In your case, the refund was $5.

The funds were added automatically to your account as a bonus, and needed to be activate by a login into your account.

Because you did not login, it was never triggered and expired. When you contacted us about it, we added the funds to your account manually.

Unfortunately, the only way to prove the amount of funds, would be to send you a copy of the full of players, which we are unable to do, because of the privacy laws.

We have already sent you an email, with a request to send us the details of the payment method you wish us to send the funds to. Please send the details in reply to that email only, so we can process it for you.

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We have reviewed the email you have sent us, but we will still need to receive your bank details, if you wish us to send you the $5 refund that is on your Stars Account.

Kind regards

PokerStars Casino