888Starz Casino - Player is highly dissatisfied with fees.

Dear Sir/Madam! I just can't figure out the issue of applying the commission when withdrawing funds at 888Starz casino.

On 12.10, in response to 888Starz's requests, I sent a photo of the necessary pages of my passport. On 13.10 I have submitted the required screenshots of my Neteller wallet. At 19.10 I posted a photo in which I hold my passport in my hands, in the background of correspondence with the 888Starz security service.

On 25.10 I received a letter from 888Starz that the withdrawal was allowed for me.

After fulfilling the requirements of the casino to wager the deposit, I put the money on the withdrawal, but the casino canceled the withdrawal.

In response to my questions, 888Starz recommended using e-wallets (Skrill, Piastrix, ecoPayz, Perfect Money). But they were not available to me, since the deposit was made from the Neteller e-wallet - in accordance with the 888Starz rules, the withdrawal method must correspond to the deposit method.

Many times 888Starz rejected the withdrawal of my money.

But, on October 30, I bet 1100.00 USD and 310.00 USD on withdrawals and I received 990.00 USD and 279.00 USD, respectively. 888Starz has withdrawn a commission of 141.00 USD. On the same day, I duly notified 888Starz that the money was not credited in full.

888Starz claimed that this is a payment system compensation.

But please note that the commission was established by 888Starz unilaterally, and I was not notified of its size. I also find that 10% of the commission is huge and the commission is withheld to benefit 888Starz.

I would be grateful if you would help me to resolve the problem with 888Starz and return to me my 141.00USD, which 888Starz illegally appropriated for itself. Thank you in advance.

Dear TovarCh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's withdrawal T&Cs and I found this:

"10. In certain circumstances and in respect to certain customers 888starz.bet may decide not to reimburse service charges imposed by payment systems on deposits or withdrawals, which 888starz.bet usually reimburses."

Do I understand correctly that this was your first withdrawal? Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I would like to draw your attention to the fact that according to the paragraph of the rules you indicated, the decision to withhold funds is possible only under CERTAIN circumstances and in relation to CERTAIN clients. The relevant information from the casino was not provided to me, despite my requests. Also, the casino did not notify me in advance about the withholding of funds, which, in my opinion, also violates my rights.

Also, this is not my first withdrawal of funds. Previously, when withdrawing funds to the Neteller wallet, funds were received in full, there were no deductions.

The correspondence with the casino has been sent to your email.

Thank you very much TovarCh for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear TovarCh,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite 888Starz Casino to join this thread.

Dear 888Starz Casino,

Can you please explain the reasoning behind the decision to deduct 10% from the amount TovarCh requested for withdrawal?

Hello. During the verification of your activity on our platform, security experts have identified violations of the user agreement. In this regard, we had take the decision to cancel the compensation payment systems commissions on deposit and withdrawal operations for your profile, usually paid by the company 888starz.bet. All actions of the administration of the company 888starz.bet are strictly regulated by the rules, specified in the section of the Terms and Conditions on our website.

I am convinced that I did not violate the rules of the casino. Therefore, for me it is extremely surprising that the casino is accused of violating the user agreement. I ask the casino to inform you exactly what the violation is.

Dear TovarCh,

Please be informed that the issue has been discussed with the casino in a private conversation. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

Considering the type of your gameplay, we believe that the use of rule 7.10, according to which the casino reserves the right to decide not to reimburse service charges imposed by payment systems on deposits or withdrawals, which the casino usually reimburses, was justified.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Please give me the opportunity to review the information that the casino has provided you. I have a right to know what caused the withholding of my funds. If I have violated something, please let me know. This information is important for my future gaming activities. Thank you in advance.

Dear TovarCh,

The decision of the casino was mainly based on the nature of your gameplay, which was deemed insufficient. Unfortunately, I’m afraid I cannot provide you with further details.

In case you are not satisfied with our decision, I recommend you to submit an official complaint to the casino’s licensing authority (Curacao Antillephone), although I believe their ruling would not differ from ours. Please let me know if you decide to do so and/or our assistance is needed.

Dear all,

As explained above, we will now close this complaint as ‘Rejected’.