4Stars Games Casino - Player’s winnings are delayed due to ongoing verification.

I was playing at 4starsgames on May 9, 2024, and I won €1293.50.

I checked the wagering requirements and all bonus rules before attempting to make a withdrawal. I am certain I played according to the rules. The current situation is that my verification process is still ongoing, and my winnings cannot be withdrawn.

This process has taken so long, and I have asked about it a million times in the chat, but nothing is happening. I am starting to suspect that they have no intention of paying at all. It seems they are purposely dragging out the verification process this long.

My verification documents are in order.

Is there any way you can help me?

Dear JanneNeule,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Did you achieve your winnings with the help of bonus money? What does the non-cashable amount of 100€ represent in this situation?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hey

I sent the documents either the same day or the day after I won. That is, 9.5

• passport
• self-portrait with passport in hand
• Bank statement
• tax certificate (our water fee is included in the rent, so I don't get a separate bill for water. The electricity bill comes in my wife's name. The tax certificate is used to verify the address. At least nothing else has been asked of me.)

It was a new player's welcome bonus. Unfortunately, I no longer remember their offer exactly. I think I deposited €100, on top of which I got a bonus. The bonus was not nonsticky, so it had to be fully wagered according to the rules before I could make a withdrawal.

T. Uday

Hey

Sorry that I found out so late that you can complain about this matter and that there is a forum for complaints.

So I remembered wrong. The bonus was nonsticky.

Regards Uday

Thank you very much, JanneNeule, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi JanneNeule,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 4Stars Games Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What is the current status of the player's verification process? HAve you received all the necessary documents for KYC?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear JanneNeule, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia