888Starz Casino - Player’s attempts to self-exclude have been overlooked.

Good, I have been trying to close the casino for days since I have problems with online gambling and nobody answers me or closes my account, which is causing me a problem since having this addiction I cannot stop playing and they take advantage of this situation . I have the screenshots of the messages sent.

I spoke to the chat support and it told me to send a message to an address I sent it and nothing ... is still open and being able to enter.

thanks greetings

Dear Xotin36,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found (here):

„For those who want to set limits on their gambling, the Company offers a voluntary self-exclusion service, which allows a customer to close his account or restrict his gambling activities for one of the following periods: 1 month, 6 months and 1 year. The decision to close the account is made only after the user provides photos of documents confirming that he is the owner of the account. 

The consideration period for a blocking request cannot exceed 14 days. If the customer fails to provide all the necessary documents within this timeframe, the self-exclusion procedure will be canceled.

Once his account has been self-excluded, it will be closed until the selected time period has elapsed. Once the self-exclusion period has ended, the user will be able to recommence his use of any Services. The user can request that the restrictions are removed from your account before the self-exclusion period has ended, however the final decision rests with the Company..

...

During the self-exclusion period you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address. In exceptional cases, a customer's account may be unblocked before the self-exclusion period expires."

Is support-en@888starz.bet the email address where your requests have been sent to?

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,

Petronela

Hi, I have problems with online gambling and I wanted to close the account I had in this casino for several days I wrote both to the chat and from the web and from my email to close the account and they did not answer me or give me an email address to write and nobody answered etc ... So until yesterday that I already sent them an ultimatum after speaking with a lawyer and the account was closed yesterday at the end of the day after more than a week asking for it and they taking advantage of the opportunity and my illness to profit. I have the emails etc.

If I send you now. I do not have the chat since I did not know that this was going to happen. But they only told me to send an email with the request to an email that I will send you now. Nobody sent me to send documents etc and I asked for the imminent closure

I already sent you the documents have arrived.

block@888starz.bet this is the address they gave me in the chat

Thank you very much, Xotin36, for forwarding the screenshots of your emails. Could you please forward those emails that you have sent to casino as attachments, so I could check the exact dates? If you're not familiar with how to do it, please follow these steps.

Do I understand correctly that your account has been blocked successfully in the meantime? When exactly was your account blocked? Looking forward to hearing from you.

I passed them to you by email. Scheme to upload it here my data appears.

I already sent them to you with the date and day. Let's see if that is possible.

The account was blocked on Sunday. They have not responded to any email at any time. Nothing like this ever happened to me. They have absolute silence and they have read me because I told them that I was going to report them if they did not close it to me and just the next day it was closed, after having tried 200 times for several days and nothing until I told them that I am going to report them. no way.

I request a refund of € 170 that I entered since they did not close my account and that's it.

The problem is that they are not € 60, they are € 100 I have looked at everything and from the day of shipment I entered € 100

But they no longer answer me, I don't know, I don't understand. Thanks

Good afternoon, this is desperate, in the end they have returned the € 170 but instead of making the refund they have entered my player account and I cannot withdraw them since the deposit method through MasterCard they do not have it as a withdrawal is crazy .

In the terms and conditions it states that you can withdraw with the same deposit method, which is not ...

And of course, if I want to withdraw using another method, it doesn't give me an error. I really want to end this madness and collect my money and get out of here.

I try to talk to them and they don't answer me again.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. 

Could you please advise if you have been informed about any alternative method to withdraw your refund?

They do not give you an alternative method of payment. I already tell you that nobody answers me

Hello. We're sorry to hear about your difficulties. For a refund you need to contact our email block@888starz.bet to pass the KYC verification. 

Dear Xotin36,

Please follow the casino's instructions and keep me informed.

I already have the verification and I have to register in jeton wallet to receive my money. Will I tell you if it reaches me or not? Thanks

Yes, please. Keep me informed. That would be great.

At the moment nobody answers

Dear 888Starz Casino team,

Could you please update us? Is there anything else needed from the player to receive his refund? Thank you very much in advance.

The customer had verified his identity and withdrew all previously deposited funds from the account 3 days ago. 

Regards

888starz.bet team.

Perfect. Thank you very much, 888Starz Casino team, for your assistance.

Dear Xotin36,

Please let me know when you receive your funds. Looking forward to hearing from you.

Hello. According to the information of the player's profile we see that all funds of 170€ were sent by the user to the Jeton purse on 13.01.2022 at 13:57 GMT 0. 

Regards,

888starz.bet team. 

That's great.

Dear Xotin36,

Could you please confirm that you have received the refunded funds? Thank you.

yes thank you all correct

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Xotin36, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru