PokerStars Casino - I have unpaid winnings

Hello PINK460,

Thanks for reaching out. We are sorry to hear that.

We can confirm that the issue is under investigation by the relevant department. They will contact you as soon as the review is finished.

Thanks for your understanding and patience.

Kind regards
PokerStars Casino

Hello, I've been waiting for almost 2 months for the rest of my winnings to be paid out and for the account to be unlocked for the hundredth time I got the same message that I should be patient and wait for the message and I still don't know anything about it

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Hello PINK460,

Please note that you have been informed via email with the following:

"On the 20th and 21st of April 2023, the game “Kings Vault” by Skywind experienced a configuration error and malfunction on PokerStars Casino. The game did not perform in line with the game specification and was subsequently removed from the website.

The following is stated in our General Terms, which are available at: https:­//w­ww.p­ok­ers­tar­s.u­k/tos/

Errors, Malfunctions and Interruptions - when we will void transactions and recover or not pay winnings

Errors, Malfunctions or Interruptions in the Services or Software may or may not be apparent to us or to you at the time, and they may only come to light as and when settlement instructions, Game outcomes, winnings or withdrawal requests are investigated and analysed by us retrospectively. You must not abuse or take advantage of any Error, Malfunction or Interruption which is or becomes apparent to you (for example by exploiting it to obtain winnings). If any Error, Malfunction or Interruption is or becomes apparent to you, or you suspect that it may be occurring to any part of the Services you are using, you must stop using that part of the Services immediately and tell us about it.

If, as a result of an Error, Malfunction or Interruption in the Services, your Account is credited with winnings, funds, rewards and/or other credits that you would not have received were it not for that Error, Malfunction or Interruption (“Erroneous Credits”), we will void the relevant transaction and withhold or recover the Erroneous Credits. This applies even if the relevant part of the Services could have produced the same or similar amount of winnin­gs/­fun­ds/­rew­ard­s/c­redits absent the Error, Malfunction or Interruption and applies whether or not the Error, Malfunction or Interruption was apparent to you or to us at the time. If you have withdrawn any Erroneous Credits, you must pay them back to us as and when we ask you to.

We apologise for any inconvenience this has caused."

Your account has also been reinstated.

Thank you for your understanding and for your patience while the review was conducted.

Kind regards
PokerStars Casino

Dear @Pink460,

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.

I played different games that day and I won a lot of money on other games too. you wanted to show the game so i sent it. pokerstars has access to my account and can check everything exactly what game and what winnings. I sent everything you needed. I honestly won this money and I know that I deserve it, otherwise I wouldn't ask for it. you can check that not only this game paid me money.

Dear PINK460,

We can see that you have been provided with the Hand History for the 20th and 21st of April 2023. Please review the Hand History and reply to the email where you have been asked to provide more details regarding the games you are referring to, so we can investigate.

Thanks for your cooperation.

Kind regards
PokerStars Casino

game history from 04/20/2023 everything is there I already sent you this game history. I hope now that pokerstars will see that I wasn't the only one who won money on this game. And that's why they belong to me, and that's why I'm advocating.

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.