4Stars Games Casino - Player’s withdrawal delayed after investigation initiated.

I joined 4StarsGames casino on the 25th of April 2024. As a new player I received a 100% non-sticky casino welcome bonus for my 100€ deposit. I followed carefully all the terms and conditions and bonus rules and wagering conditions etc. 

After I had gotten up to 753,60€ I decided to make a withdrawal. By the rules 100€ was non-cashable bonus money so the actual cashable amount was 653,60€. I submitted all the required KYC/account verification documents via the website. Then they asked me for more verification photos and documents via e-mail twice within couple of days. After that the next time I received an e-mail from them was on the 8th of June. They informed me that my account is under investigation and they'd contact me the soonest they have updates. That was the last e-mail I got from them. I've sent several e-mails, but have heard nothing back.

I've went to the chat to ask many times as well about the situation and they always give the same answer: "..your account is still under investigation." They also suggested me to send an e-mail to support@4starsgames.com for more info..

Dear uximixu,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 4Stars Games Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was your account blocked or otherwise restricted? Can you access it?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Have you completed the wagering of the 100% bonus to your knowledge?
• Could you please list which documents the casino asked of you and which documents you provided?
• Please share your last interaction with the casino (emails, chat transcripts). Please send the information to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

Hello and thanks for the quick response.

• My account is not blocked and I can access my profile

• I played a slot game (can't remember which one, but I checked carefully that the game was allowed one according to bonus wagering t&c)

• I did fully complete the bonus wagering and if that was the issue I'm sure 4StarsGames would have informed me about that already in the first place.

• I will send you all the screenshots that I can think of being relevant to this case

Also I accidentally gave you the wrong date for when I received the last e-mail from them. It was 8th of May, not 8th of June!

Thank you very much, uximixu, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Hello uximixu,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 4Stars Games Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

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 the 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 (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru