Hey. I am new player in Pokerstars room. On their offical site there is a promotion, where every new user on first deposit at least 20$(15€) with code FREE20 gets 20$ free money to play within 36hours. I made my first deposit 4 days ago and I didn't recieve any bonus money. I contacted them over email more than 1 day ago but until now no response.
Could you give me some advice what to do in this case?
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Hey johnstrfs,
My only advice is to wait patiently for an answer and if you do not receive one in the next 12 hours then I would resend them the first email 
Best regards,
Gary.
jawoftheox i don't agree FREE20 is the right code look at the following link http://www.pokerstars.eu/poker/promotions/free20/
i think that code 20FOR10 is for UK players
Originally posted by johnstrfs
jawoftheox i don't agree FREE20 is the right code look at the following link http://www.pokerstars.eu/poker/promotions/free20/
i think that code 20FOR10 is for UK players
Indeed, my mistake. In that case it's been more than a week now, I'll write support as well.
Support answered
We are sorry to hear you have not yet received your bonus within the initially stated time frame.
We are aware that a small portion of players have experienced delays in their bonus being credited due to necessary security checks. We realise this is inconvenient, and we apologise for the delays. Rest assured, all affected players will be notified accordingly in the next few days regarding their bonuses.
Originally posted by johnstrfs
I still haven't recieved any response yet........
I would resend another message then
quote:
Originally posted by johnstrfs
I still haven't recieved any response yet........
I would resend another message then smile
thanks for helping me to solve this problem lets wait now until they will response 
HollyMichelle any reply from pokerstars?
I have to say that I am realy dissapointed about their support...
Originally posted by johnstrfs
HollyMichelle any reply from pokerstars?I have to say that I am realy dissapointed about their support...
I think he meant that you should send another message.
Originally posted by jawoftheox
Originally posted by johnstrfs
HollyMichelle any reply from pokerstars?I have to say that I am realy dissapointed about their support...
I think he meant that you should send another message.
Correct Thanks!
Oh I allready get a reply.... in short there is wriiten that they konw about delay and that I would have to wait more ..... (now it's 7 days after deposit) 
I don't know what I should say, but I am really dissapointed about pokerstars team. Yes I got a reply that they know about delay and please for patience. But come on it's not that I am not patience, but they have promotion about free 20$ within 36 hours. I understand they are busy, but if they know they can't deposit another 20$ in time why they have still this promotion on their website?? I think that is misleading of the users (and this is at least not fair)....
now allmost 9 days after deposit and still no money ... as I sad not that I am no patience, but If they give promis in promotion they should keep it. In such cases it Will be fair to offer extra compensation offer to user becouse delay? I know that somethimes happened delays but 36 hours to 9 days come on??
Another problem more than 48 hours ago I enter star code CHALLENGE for all in tournaments. I succesfuly made challenge and I gor message that tournament ticket Will be awalible within 48 hours. Situation is there is still no ticket avalible. My question is are they making fools just with small and beginer players such am I or with every user??
What do you think about my opinion?
Just be patient, there is really nothing more you can do. I am waiting more than two weeks now, but I don't really care.
Are you sure you don't have the tickets? I get them pretty quick, next day.
Today received e-mail:
PokerStars Security - Forwarded to Case Manager.
Thank you for contacting PokerStars.
We have forwarded your email to the person responsible for handling this matter. They will review your enquiry and respond as soon as possible.
We appreciate your patience.
Serious security..
I know that there is nothing else to do except patience....but my point is why there is still promotion free 20 $ (within 36 hours) on their website right now, if they know they can't be procesed so quick??
I think this is at least not fair to all users...finnaly we pay the rake for playing in real time why there is no possibility to pay the rake for tournament you play 10 days after you play? How it would be to Pokerstars team if they would have to send email to users and please them to pay the rake?
Is it to much if I expect just to be fair?
Hey johnstrfs,
Atm I can only suggest you send a ticket to our customer support team and see if they can move things along for you.
Regards
Laz
Same thing, allmost going to be 48hours and nothing about the bonus :/ Bonus promotion is very misleading, I expected to have an extra 20$ bucks in my account in next few hours, not a week later (if so)... I deposited 20 eur, so It's really obvious why I want those 20$ ASAP. But Im aware of that is mainly up to pokerstars.
I'm not new to the poker and I can' imagine how total newbie would feel when he signed up for PS promotion and after few days = 0$ bonus(I blew my first deposit bonus up to 600$ for that), signed up for Skrill promotion which gives you free 10$ and after few days = 0$, playing at PS and NetBet thru Pokerstrategy and after few days still zero PS points. Im not sure if support is aware of that, but I totaly wouldn't give a positive feedback to the other person if he asked me what is my opinion about those things, because here(with here I mean all areas I experienced) almost nothing works right...
And please don't get me wrong, I can understand that sometimes all goes wrong, but when I'm reading previous cases and it seems that there are pretty same problems over last few months. After all this affilate site earns pretty good money and things should be better arranged.
Hey junona,
The free bonus $20 is a PokerStars promotion so you may need to contact them at support@pokerstars.com to move it along a bit.
The problem with SPs for PokerStars has been fixed but there are still issues with NetBets SP reporting.
As for the Skrill issue I would suggest opening a ticket with our customer support team.
Just scroll to the bottom of the page (after clicking the link above) and click the + sign next to "Open a new ticket'.
Keep us updated
Laz