I haven’t had any trouble with this app aside from the pop ups that don’t allow me to play games, but I just close the app and come back to it a few minutes later and it works fine. I won £12,000 in December with a Max win on gates of Olympus, shortly followed by a few days later an 8k win, which was incredible and mind blowing and the only ever time I’ve won a huge amount of money on any casino/slots app. Therefore I will continue to be using this app until it fails me. I recommend others to try this app, and just keep depositing what you can afford to play with lol, you never know what you could win!

I have contacted your online live chat with a query about missing loyalty bonuses, the customer service agent explained that changes had been made and I won’t receive it I asked for more information which was ignored, several times I asked for my complaint to be escalated and rather that action my request constantly tried to end the conversation without dealing with any of my questions properly. She the. Said she wouldn’t answer any more questions about the bonuses and when I asked again for her to escalate my complaint ended the chat. I had nothing but praise for this site but after the changes to loyalty with no written warning and the customer service experience I am very unhappy so much so I have deleted the app and won’t be a returning customer my partner who also uses the site has done the same. Once a great site that I was happy to spend my money with completely let down by the customer service team. Rather than focusing on changing a system that works and made loyal customers feel valued focus on giving proper training to the members of staff that are the voice between customers and the company. You would be amazed how important a good customer service team has an effect on the company, a personal experience with people who actually listen and deal with complaints properly will have customers returning even if there is issues. Telling customers they won’t deal with their complaint when it hasn’t been dealt with properly comes across like CS is a department that isn’t valued

So, I download and deposit to play on my phone...I already play on pokerstars so just logged into my account and everything is fine. Try to load a game and it wont work..leave that game and try to load another game...it wont load..uninstall and reinstall, try to load a game...still not working..tried to lod a game from a variety of slots providers and not a single game loads. After uninstalling and reinstalling a few more times it started giving me an error saying i am already playing the slot..when it never loaded any game in the first instance. The icing on the cake. I deposited in pounds sterling and after the headache above, when I withdrew (without a single spin or wager on any slot or game-absolutely untouched deposit) my withdrawal amount was more than 5% less what I depsoited. I guess “the house has found another way to win”. I trusted this app because of the pokerstars name. I am going to save myself the headache of trying to claim my full untouched and unused desposit back from them...lets be honest...we know they are going to give a scripted “exchange rate” nonsense response. (Maybe I should trade FX if currencies fluctuate by a whopping 5% within an hour...)

My account was frozen for the second time due to “a standard security check.” (Which is the 2nd time this has happened) which is fair enough they need to be diligent. However when your account is frozen you cannot use live Chat. Also on the automated response chat there is nothing for frozen account. I sent an email to get this resolved and was asked for further identification documents. Which when I replied to the email was told to use the live chat function (which I couldn’t due to the account being frozen) or “click here” of which there was no link just the text click here in red font. It was on the 6th I submitted everything requested and have had no response whatsoever not even a confirmation of the documents being received and it’s now the 15th. Fun games but terrible customer service and that to me is the most important thing I look for.