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.
1.) Theoretically, the TE could have won €5,000 or even €10,000. But that's the Risk of real money, it can be more or, as here, less. Of course, €50 is better than €0, I agree, but that's also a bit of a joke for the player. Would it have been so difficult to credit the TE with the same bonus with the same conditions (€500 bonus balance 20x wagering and max cash out €300)?
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.
Regarding the terms and conditions: it's not about the exact figures, that was an exaggerated example. The main point is that it is simply deceitful to change the T&Cs in the background, not inform the customer and then insist on the T&Cs in the event of complaints
2.) I never said it was a novelty. Just that I find it absurd. We once had a case here where someone had a bonus, then dropped to 1 cent, he didn't or couldn't cancel it and he deposited again. He won money and had it canceled because a depositor was counted as a bonus. It's so absurd and yes, you can always cancel Bonuses, but if you forget to do that, then you're out of luck. Something like that simply shouldn't happen.
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.
i can only sign it.
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
Can also confirm that the payouts are very fast. I paid out something last week and it was accepted within 3 minutes and the payout was initiated.
Well ... the whole woulda, coulda, woulda ... whatever is nothing good 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 😉🙏
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 😉🙏
I'm of the same opinion. A conclusion is based on facts, not speculation. The fact is that you only paid out €50. Everything else should not be considered.
A goodwill offer where the customer bears a possible Risk cannot be described as good. To then defend the "goodwill offer" with possible wins is weak anyway.
I didn't think you deposited that much (more like 4-5k) and I'm even more shocked at how you were treated.
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.
It was improved exactly this week after your fair feedback, and this bonus condition is now also on the "My Bonuses" page. Therefore, it is now clear to all players for all active and inactive Bonuses how to convert them.
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.
We will not publish any personal data here and say which forum member gambles away or wins how much money.
We're just saying that we did exactly what you said 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.
I've been through with StarGames since I had the 15 spins on 1€ for my birthday, won 430€ and then had to wag it xD That was a cool birthday present and I deposited well there before, but nothing more since then^^ Oh well, I only got 15€ of the 430, somehow that was kp was a long time ago in march... why do you give spins on 1€ that are capped at 15€ for your birthday? you really can't make it up?
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.
I never asked you to disclose such intimate information. I don't know exactly 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 this underhanded action (improving the T&Cs in the background and not informing the customer)? I'm not the only one to criticize it. Don't you think that you're acting deliberately because you knowingly accept that some of your customers won't read the T&Cs and will therefore fall into a trap?
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.
What we want to say is: you don't know whether he's a good customer for us or not. The TE is making 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.
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?
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.
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.
I see, then I have misunderstood this point. I'm sorry, but you're right. Internal information / procedures regarding StarGames are none of my business, as I don't work for you.
Ultimately, it's up to you to decide whether you're happy with the end result and not me.
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.
I'm curious to see if it's better and more transparent now.
hustlehoff wrote on 20.06.2024 at 17:04: I'm through with StarGames since I had won the 15 spins on 1€ for my birthday 430€ and then had to wager it xD That was a cool birthday present and I deposited well there before, but nothing more since then^^ Achne only got 15€ of the 430, somehow that was kp was a long time ago was in march.. why do you give spins on 1€ that are capped at 15€ for your birthday? you really can't make it up
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.
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.
So celebrate properly tomorrow. You can certainly do without the few dead spins for your birthday.
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.
He does have a few little tips, but you can't blame him for that. The official deals with the problems that arise on a daily basis and has had to listen to so many unqualified statements from frustrated people here, which very few people would voluntarily put up with. I don't want to defend StarGames as such, because I would never invest a tenner there myself, but that's really not down to the Official.
STARGAMES scam AGBS!!!
Nobody has liked this post so far
1.) Theoretically, the TE could have won €5,000 or even €10,000. But that's the Risk of real money, it can be more or, as here, less. Of course, €50 is better than €0, I agree, but that's also a bit of a joke for the player. Would it have been so difficult to credit the TE with the same bonus with the same conditions (€500 bonus balance 20x wagering and max cash out €300)?
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.
Regarding the terms and conditions: it's not about the exact figures, that was an exaggerated example. The main point is that it is simply deceitful to change the T&Cs in the background, not inform the customer and then insist on the T&Cs in the event of complaints
2.) I never said it was a novelty. Just that I find it absurd. We once had a case here where someone had a bonus, then dropped to 1 cent, he didn't or couldn't cancel it and he deposited again. He won money and had it canceled because a depositor was counted as a bonus. It's so absurd and yes, you can always cancel Bonuses, but if you forget to do that, then you're out of luck. Something like that simply shouldn't happen.
i can only sign it.
Can also confirm that the payouts are very fast. I paid out something last week and it was accepted within 3 minutes and the payout was initiated.
This post has been translated automatically
STARGAMES scam AGBS!!!
Liked this post:
gagapapamama, 
hustlehoff, 
Simbda
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 😉🙏
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
I'm of the same opinion. A conclusion is based on facts, not speculation. The fact is that you only paid out €50. Everything else should not be considered.
A goodwill offer where the customer bears a possible Risk cannot be described as good. To then defend the "goodwill offer" with possible wins is weak anyway.
I didn't think you deposited that much (more like 4-5k) and I'm even more shocked at how you were treated.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
It was improved exactly this week after your fair feedback, and this bonus condition is now also on the "My Bonuses" page. Therefore, it is now clear to all players for all active and inactive Bonuses how to convert them.
Thank you for your understanding.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
We will not publish any personal data here and say which forum member gambles away or wins how much money.
We're just saying that we did exactly what you said 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.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
I never asked you to disclose such intimate information. I don't know exactly 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 this underhanded action (improving the T&Cs in the background and not informing the customer)? I'm not the only one to criticize it. Don't you think that you're acting deliberately because you knowingly accept that some of your customers won't read the T&Cs and will therefore fall into a trap?
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
What we want to say is: you don't know whether he's a good customer for us or not. The TE is making 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.
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.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
I see, then I have misunderstood this point. I'm sorry, but you're right. Internal information / procedures regarding StarGames are none of my business, as I don't work for you.
Ultimately, it's up to you to decide whether you're happy with the end result and not me.
I'm curious to see if it's better and more transparent now.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
I give it 5 stars for "snarkiness".
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
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.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
So celebrate properly tomorrow. You can certainly do without the few dead spins for your birthday.
This post has been translated automatically
STARGAMES scam AGBS!!!
Liked this post:
garfield68, 
Hanshanshans, 
Max_Bet
He does have a few little tips, but you can't blame him for that. The official deals with the problems that arise on a daily basis and has had to listen to so many unqualified statements from frustrated people here, which very few people would voluntarily put up with. I don't want to defend StarGames as such, because I would never invest a tenner there myself, but that's really not down to the Official.
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
Absolutely 😅👌
This post has been translated automatically
STARGAMES scam AGBS!!!
Nobody has liked this post so far
He does well, right?
Always hard on the edge.
This post has been translated automatically