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Dear Mandy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a free bonus entirely? Could you please advise if the entire amount was cancelled or reduced only?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hi,

Yes, bonus accruals

Rejected the withdrawal claiming they didn't have enough winnings (email from pokerstars attached)

Again, I spoke to several agents who assured me that the money raised with the bonus was real and could be withdrawn.

For that reason, they asked me for documentation so that I could withdraw the winnings.

With the 10 € bonus I got the amount of +/-683 € (68 times more than the bonus)

Olá,

Sim, acumulados do bonus

Rejeitaram o levantamento invocando que não tinha ganhos suficientes ( e-mail da pokerstars em anexo)

Volto a repetir, falei com vários agentes que me asseguraram que o dinheiro angariado com o bónus era real e que podia ser levantado.

Por essa razão pediram-me documentação para que pudesse levantar os ganhos.

Com os 10 € de bónus consegui a quantia de +/-683 € ( 68 vezes mais que o bónus)

Hi,

Yes, bonus accruals

Rejected the withdrawal claiming they didn't have enough winnings (email from pokerstars attached)

Again, I spoke with several agents who assured me that the money raised with the bonus was real and could be withdrawn.

For that reason, they asked me for documentation so that I could withdraw the winnings.

With the 10 € bonus I got the amount of +/-683 € (68 times more than the bonus)

Olá,

Sim, acumulados do bonus

Rejeitaram o levantamento invocando que não tinha ganhos suficientes ( e-mail da pokerstars em anexo)

Volto a repetir, falei com vários agentes que me asseguraram que o dinheiro angariado com o bónus era real e que podia ser levantado.

Por essa razão pediram-me documentação para que pudesse levantar os ganhos.

Com os 10 € de bónus consegui a quantia de +/-683 € ( 68 vezes mais que o bónus)

Thank you, Mandy, for your replies. I have checked the bonus terms and conditions, and this is what I found (here):

"To convert your €10 bonus and the winnings you earn from it into cash you can withdraw, you must earn 50 exchange points (5 for every €1 of the bonus) before the bonus period expires. Contributions vary by game.

Only slot games contribute to the wagering requirement."

Could you please confirm that you have earned 50 exchanged points? Please forward any supporting evidence to petronela.k@casino.guru? Looking forward to hearing from you.

Hi Petronell,

Yes, when I started playing the bonus, a progress bar appeared that went up to 50 points, as you say. As soon as I got the 50 points (I was watching the progress of this one, from time to time), that bar was no longer visible, I can't find it anywhere anymore.

Olá Petronela,

Sim quando comecei a jogar o bónus, aparecia uma barra de progresso que ia até 50 pontos, como você diz. Assim que consegui os 50 pontos ( ia vendo o progresso desta, de vez em quando), essa barra deixou de estar visível, já não a encontro em lugar algum.

Thank you very much, Mandy, for providing all the necessary information. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mandy,

I'm Nick and I'll be assiting you from now on. I would like to ask PokerStars Casino to join us and help us resolve the player's issue.

We haven't receive any respond from the casino yet. Please note that if we won't get any respond within the next 7 days, the complaint will be closed as unresolved which may affect the casino's rating.

Hi Nick,

Nick says "Please note that if we don't get a response within the next 7 days, the complaint will be closed as unresolved, which could affect the casino's rating."

Does this solve my case? No!

It seems to me that you use customer complaints, not to help them, but to evaluate casinos.

They could say it right from the start and I wouldn't waste my time.

Olá Nick,

O Nick diz " Observe que, se não obtivermos nenhuma resposta nos próximos 7 dias, a reclamação será encerrada como não resolvida, o que pode afetar a classificação do cassino."

Isso resolve o meu caso? Não!

O que me parece, é que os Srs servem-se das queixas dos clientes, não para os ajudar, mas para avaliar os casinos.

Poderiam dize-lo logo de início e eu não perderia meu tempo.

We contacted the casino and currently waiting for their respond.

Good morning Nick,

Close the case.

Waste of time.....

I've resolved the situation.

Bom dia Nick,

Encerre o caso.

Perda de tempo.....

Já resolvi situação.

Thank you Mandy for letting us know that the issue has been resolved. Please do not hesite to contact us if you will come across any other trouble in the future.

Regards,

Nick