You shouldn't send in the files here, so if we need files, there's no reason to post here instead of a ticket.
It's really hard to match up forum to tickets, since not everyone has the same information for both.
Right now, we're facing so much of an increase in support with everyone playing online instead of in casinos, that asking us to reply to you in two different places puts an unnecessary strain and delay that will only effect everyone.
Since we're seeing multiple reports of this, it looks like a Stars bug. Please contact their support about this, so that they can look into the issue.