I know this is poker forum, but many people here play in PS casino, so this information could be useful.
Until the end of 2019, on the tables of Live Casino Hold'em, Live Caribbean Stud Poker and Live Texas Hold'em Bonus Poker (provider Evolution gaming) were progressive jackpots (each costs $1 per round). They were called Jumbo Jackpots.
At the end of 2019, these jackpots suddenly disappeared from live tables. It was made without any notice or warning. Imagine, if the lottery organizer took all money from ticket sales and left the country.
So it looked and was painful for me, because for 2 years I hunted for winning combinations.
Of course, I started to write to supports (Pokerstars, Evolution gaming and Malta Gaming Authority) and with requirements to return my jackpot bets (in my case amount was little more than $5000)
After month of negotiations, refusals and disputes I received response from PS vip-manager Sebastian Pico Guzman: "maximum, that PS can offer is $2,500 in bonus currency - $500 per every week during 5 weeks with $50000 wager each week".
(I must admit, Sebastian is one of the most terrible managers I ever dealt with. For 3 years he deceived me many times, manipulated numbers, made promises and didn't keep them, disappeared and ignored, when I caught him on lies and much more (I will post detailed analysis of his lies with proofs later). Interesting that the top management of Pokerstars thinks differently. They are totally ignoring complaints and made him head of VIP department ♦. Showing that this behavior is encouraged)
So I was faced with a choice: this offer or nothing, and was forced to agree in the hope to continue to seek normal compensation in the future. And my hopes were not in vain.
Month after suffering with these bonuses, Sebastian got new position and gave me new manager instead of himself.
In next 2 days new manager resolved the whole issue and my account received $2500 in cash without any wager conditions.
And now the main thing - money back algorithm:
1. Request your all-time Jumbo Jackpots betting history (You can do this by PS support (support@starsaccount.eu or support@starsaccount.com) or by your vip managers (if you have it). Keep in mind that PS makes requests from Evolution Gaming, and EG process them for quite some time. Maybe it's possible to make request directly to EG, but I didn't check this option)
2. Attach this audit to mail and send it to: vip@starsgroup.com, vip@pokerstars.eu, sebastiang@starsgroup.com
3. Do not settle for a bonus currency! Demand full cash compensation!
4. Profit!
Share this information with your friends, in social networks and casino forums.
And be careful when you bet on progressive jackpots at Pokerstars casino. They can disappear at any time along with your money.
Good luck!
