PokerStars Casino ES - カジノのウェブサイトにバグが発生した後、プレイヤーは不当な補償を受ける。

Hi everyone, I really need some help with an issue I experienced on PokerStars.es.

For several months, I was playing slots with a maximum bet limit set to "10". However, the system was adding "00" to the value, multiplying my losses by 100. I didn’t realize what was happening at first, but eventually the losses became huge.

After months, PokerStars finally admitted the fault, acknowledged that it was a bug on their side, and even released an update to fix it. Despite this, they only refunded me €196, which is absolutely ridiculous considering I was losing around €500 per month for 4 months because of this error.

I don’t understand how they could estimate such a small refund. They have full system records — they can see exactly when the problem started, how long it lasted, and how much I actually lost because of their bug. They admitted responsibility, so why is the compensation so low?

I just want a fair refund for the losses caused by their malfunction.

I have video evidence clearly showing the issue, and I already sent those videos to PokerStars. I can’t upload them here because the files are too large, but I can share them through a Google Drive link if needed.

My username on PokerStars is simutrevenge, and I’m attaching the screenshot where PokerStars admits the mistake.

4 months of bug for them is intermittent.

they can just check my limits for safe play to see that this happen for 4 months

Please, if anyone can help or guide me, I would really appreciate it. Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When did you first notice the incorrect bet amounts? Do you remember the earliest date when the bug started occurring?
• Did the incorrect bet values appear in every game session, or only intermittently?
• Were your win amounts affected as well?
• Did the issue affect all slot games, or only specific providers/titles?
• Could you confirm when you originally set your maximum bet limit to 10? Did you ever change or update this limit during the affected months?
• How did PokerStars explain the calculation of the €196 refund? Did they provide any breakdown or formula for how they estimated the compensation?

Please forward me all relevant evidence for the investigation of your case at veronika.f@casino.guru.

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

Best regards

Veronika

Email sent

How did PokerStars explain the calculation of the €196 refund? Did they provide a breakdown or formula for calculating the compensation?

They didn't explain it.

It's a disgrace.

I lost more than 500 euros every month

I have video with data and everything

But PokerStars can see everyone from your account.

It was a platform failure; they released an app and software update to fix it.

Email sent

Cómo explicó PokerStars el cálculo del reembolso de 196 €? ¿Proporcionó algún desglose o fórmula para calcular la compensación?

no lo explicaron

es un vergüenza

io perdi mas de 500 euro cada mes

tengo video con data y todo

pero pokerstars puede mirar todos desde su registro

fue un fallo de la plataforma hicieron un update desde app y software por solucionarlo

i got the proof that this bug was continuous

I fill out a report with DGOY, not a complaint, a real report like a gambling complaint.

Because it's not normal that I was scammed with a safe gaming tool.

But when you file a complaint with the DGOJ, it's not for a refund.

i got the proof that this bug was continuos

i fill a report with dgoj not a complain a real report like denuncia en materia de juego

porque no es normal que me estafaron con herramienta de juego seguro

pero quando hace denuncia con dgoj no es para rembolso

Thank you for the additional information and the videos showing the error you've encountered.

Could you please specify the first time you noticed the bug in the responsible gaming tools?

When did you contact the casino for the first time to notify them of the bug? Please forward me the communication between you and the casino customer support regarding this problem at veronika.f@casino.guru.

Hello, I sent an email to PokerStars for the first time on September 19th. Just to nominate DGOJ, they closed my account.

I filed a complaint with the DGOJ, but a complaint is only for the DGOJ; it's different from filing a claim for a refund.

I have only filed complaints regarding gambling.

It all started 4 months before I sent my email

PokerStars, through its registration, can verify that it ran for many months and was never intermittent. This occurred across all laptops and mobile devices.

hola envíe un correo a PokerStars por primera vez el día 19 septiembre. Solo para nominar DGOJ cerraron mi cuenta.

tengo denuncia hecha con dgoj pero denuncia es solo para dgoj es diferente de hacer reclamo para un rembolso

io solo hecho denuncia en materia de juego

todo empezó 4 meses antes de inviar mi correo

PokerStars con su registro puede comprobar que pasó por muchos meses y nunca fue intermitente. Esto pasaba desde todo laptops y móvil

Thank you so much for your help.

The failure was not intermittent, contrary to what PokerStars says.

The problem is all here

I have video evidence from several months ago, but they themselves can see from the secure gaming registry that this went on for more than 4 months. They blocked my account just because I mentioned the DGOJ (Spanish Directorate General for Gambling Regulation).

The safe gaming tool wasn't working, and they subsequently released a new app and software update to fix it.

Muchas gracias po tu ayuda

El fallo no fue intermitente al contrario de lo que dice PokerStars

El problema estás todo aquí

Io tengo video e prueba en varios meses pero ellos mismo desde lo registro de juego seguro pueden mirar que esto pasó por más de 4 meses. Mi bloquearon la cuenta solo porque hablé de la DGOJ.

La herramienta de juego seguro no funcionaba y han hecho después el nuevo update de app y software para solucionarlo

Dear Simmmm,

Thank you for your detailed messages and for providing the videos and explanations regarding the issue you encountered.

After carefully reviewing all the information available, we regret to inform you that we are unable to proceed further with this complaint.

While we acknowledge that PokerStars admitted to a technical issue and provided compensation, there are several key factors that prevent us from pursuing this case as a dispute:

• According to your own statements, you became aware of the incorrect limit values several months before contacting the casino in September.
• The incorrect limit amounts were visibly displayed on the screen, meaning the discrepancy was clearly noticeable during gameplay.
• Despite being aware of the issue, gameplay continued for several months instead of stopping immediately until the matter was resolved.

In such situations, players are expected to cease playing as soon as a malfunction is noticed and to wait for the casino’s confirmation or fix before continuing.

Because the gambling activity continued knowingly while the error was visible, we are unable to determine which losses can be directly and exclusively attributed to the technical issue itself. For this reason, we cannot objectively calculate additional compensation beyond what the casino already granted.

While we understand your frustration and appreciate the effort you put into documenting the issue, Casino Guru cannot hold the casino responsible for losses incurred after the malfunction was recognized and gameplay continued regardless.

For future reference, if you notice any technical or responsible gaming tool malfunction, the correct course of action is to immediately stop playing and contact customer support before continuing.

For the reasons outlined above, this complaint will be now closed as rejected.

I appreciate your understanding.

Best regards,

Veronika

Casino.Guru Team