Online Casinos in general: STARGAMES scam AGBS!!! (Page 8)

StarGames_Official wrote on 20.06.2024 13:33:

1.) Maybe, but it's still the case that the TE didn't want to convert the bonus. Therefore, his final score was 0. Instead, we credited him with €100 real money (he had to wager this once). He could have used this to get €200. Landed on €50 and was able to cash this out. Still better than 0.

From our point of view, you are wrong here, because the goodwill went totally in the direction of the customer. We could have simply said: it's in the terms and conditions, we'll take your feedback on board and we'll change the promotion, but you won't get any compensation. Because legally speaking, we didn't have to do it. Therefore, the offer of €100 real money + 50 real money free spins is more than customer-friendly.


The terms and conditions for this promotion were brand new and have only been live since April with the new bonus system. It was not as you suggest that the terms and conditions had been the same for 2 years and then they were simply changed in the background.

2.) We don't understand what you are saying. Converting bonus with real money AND Bonus money is standard for all providers.

Toastbrot wrote on 20.06.2024 at 13:45:
Well, but that you let the Sunday promotion run for weeks under the conditions that you can also wager with the bonus and then simply change it to the detriment of the customer who is now suddenly only allowed to wager the bonus he has earned with real money, do you think that's the right approach? It seems more like you first lure the customer with better conditions and then suddenly change them from one week to the next to your advantage... Everyone knows that the customer doesn't read through the conditions every week for the same promotion and trusts that he can't expect a disadvantageous change so surreptitiously... even you...


You should definitely communicate this better and above all clearly to the customer in future. I would honestly feel like I was being taken for a ride.

hustlehoff wrote on 20.06.2024 at 14:07:

Ne waited forever with my last one, then came at some point without iwas asked for documents

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XXLEONIDASXX wrote on 20.06.2024 at 16:25: Well ... the whole woulda, coulda, woulda ... what aucz always brings nothing now anyway.
I played there long enough and watched a lot of things and unfortunately had to realize during that time that I wasn't really offered anything. I never had a real chance of winning something "bigger", even though I regularly lost €1000 there almost every month. My losses there easily amount to over €10,000 and the most I've ever won and been able to cash out was around €1000.
Unfortunately, the boxes at casinos with a German license run so badly. The RTP has almost always been below 50% for me. It's no fun if you only get deadspins every time you play and €100 is gone, you haven't had a free spin anywhere and instead only breaks, and these laws have nothing to do with player protection. It's just about "legally" ripping people off even more than before.
Then I'd rather continue to be ripped off by Malta or Curacao casinos. You still have more fun there and something comes out of it and it's not such a pointless, frustrating spider 😉🙏

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Toastbrot wrote on 20.06.2024 at 13:45:
You should definitely communicate this better and above all clearly to the customer in the future. I would honestly feel like I was being taken for a ride.

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frapi07 wrote on 20.06.2024 at 14:28:

I mean, he's not as bad a customer as I am who deposited 15€ in 2-3 years. The TE has deposited a lot of money with you and I think it's a shame how you treat your good customers. People want to give you a chance, but when you realize how bad the RTP is and how you are perceived and treated as a customer, you really lose interest.

I also work in customer support (not the same branch, but I won't say anything about it for reasons of discretion) and I'm really not someone who is accommodating to every customer. Only if it's a) fair (i.e. the fault lies with us) and/or the customer asks nicely (doesn't beg), then I'm happy to give out vouchers in the mid double-digit range. If the fault lies with us, then I also make sure that the customer has no disadvantages and always comes out with +- 0 or even benefits from it. The customer is happy and feels valued. What have you achieved with your €100 real money? You have managed to make the TE turn away from you.

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StarGames_Official wrote on 20/06/2024 16:54:

We will not publish any personal data here and say which forum member gambles or wins how much money.

We're just saying that we did it exactly as you say above from customer service experience. We checked the customer internally and made the goodwill offer based on this.

You can be sure that it is not in our interest for our best players to have a negative experience with us.

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frapi07 wrote on 20.06.2024 at 17:06:

I never asked you to reveal such intimate information. I'm not sure where you read that from. I only wrote that he is a very good customer (unlike me) and that he should therefore be offered a much better deal. I'll repeat myself: your "goodwill offer" was so good that you drove your customer away. At the end of the day, neither StarGames nor the player benefits from this. That's why I can't understand your last sentence, because with your "goodwill offer" you've annoyed the TE even more than he already was.

Is there no statement on the underhand action (improving the terms and conditions in the background and not informing the customer)? I'm not the only one to criticize it. Are you not of the opinion that you are acting with intent because you knowingly accept that some of your customers will not read the terms and conditions and thus fall into a trap?

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StarGames_Official wrote on 20.06.2024 at 17:18:

What we want to say: you don't know if he is a good customer for us or not. The TE makes statements here about his losses with us, but only he and we know whether these statements are true or not. Therefore, we have said that we will not publish whether they are correct, but we can say that the offer has been adapted to the customer.

StarGames_Official wrote on 20.06.2024 at 17:18:
The statement is that this bonus conversion criterion is now clearly listed on the "My Bonuses" page for all active and inactive bonuses. So it is transparent.

We have said that the new bonus system is much more flexible than the old one. Therefore, the conditions can be different not only per campaign, but also per player. Now, however, all important conversion criteria are displayed transparently on the "My bonuses" page. We can change conditions, but you don't always have to read the terms and conditions because the criteria are displayed there in the table.

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XXLEONIDASXX wrote on 20/06/2024 19:38:

Haha it's my birthday tomorrow 😅 but like every year, no casino will probably give out anything...🤣 10 years ago it was completely different. There was real money or decent free spins in every casino where you played.

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LuckyNoob wrote on 20.06.2024 at 19:29: Can you rate the StarGames chat agent now, or is there something else?
For "snarkiness" I give it 5 stars.

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Langhans wrote on 20.06.2024 at 19:45:

He does have small peaks in it from time to time, but you can't blame him for that either.

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