PokerStars Casino - Las ganancias de los jugadores son confiscadas debido a un problema con el juego.

I bought a voucher for a game where I won over €800. The game kept looping and restarting. My winnings haven't been cashed out, and I have screenshots and a video of the screen.

Compre un bono de un juego en el q gane mas de 800€, el juego quedo en bucle y se reiniciaba la partida una y otra vez. No se me han echo efectivas las ganancias y tengo capturas de pantalla y un video de pantalla

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear dcasol239,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Veronika