888Starz Casino - The player's complaining about casino fees.

Good day! I believe the casino 888Starz has violated my rights. In this regard, I am asking you for help.

I list all the important events in chronological order.

21.09.2021 I put $ 600 on the withdrawal. But the money was not credited to my Neteller wallet.

On September 23, 2021, the casino justified the non-crediting by the arisen technical problems on the side of the Neteller payment system.

On September 28, 2021, the casino requested color photos of pages 1, 2, 3, 11 of my passport. The demand was fulfilled on the same day.

09/29/2021 The casino requested screenshots of my Neteller payment wallet. 10/02/2021 I sent screenshots.

On 03.10.2021 the casino informed me that the withdrawal of funds is available to me. But they refused to accept the rates without explaining the reasons. The casino did not send me any messages about the intention to collect a commission from my conclusions.

On 10/04/2021 I put 1155 dollars on the withdrawal. I received only 90% of the withdrawn amount. The casino did not transfer 10% ($ 115.5) to me.

On 10/05/2021 I expected the missing $ 115.5 to be credited, but I never received it.

On 10/06/2021 I sent a claim to the casino.

On 10/08/2021, I received a message from the casino that in special cases, for some gaming accounts of bet participants, the compensation of the commissions of payment systems for depositing and withdrawing funds may be canceled.

On 10.10.2021, I applied to the casino with a request to provide the reasoning part of the decision on the withholding of my funds and explain why the withholding was unilateral and without prior notice.

No answers were given to my questions.

On 10/12/2021, I put the remaining 15 dollars on the withdrawal, but received only 13.5.

Thus, the casino retained $ 117.

I am ready to cooperate, ready to provide correspondence with the casino and any requested documents.

I ask you to help me return my money.

Dear Fogas14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that your account has been fully verified in the past? Have you received any successful payments previously? Have you accumulated your winnings with or without an active bonus? What did the casino say when you contacted them about the fees?

Also please send forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru.

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,

Nick

Dear Guru! My account was verified successfully. I have provided all the requested documents. I have withdrawn money from the casino twice, and both times the casino charged me with the withdrawal fee. In response to my message, the casino said: "In special cases, for some gaming accounts of betting participants, the compensation of commissions of payment systems for depositing and withdrawing funds, usually paid by bookmaker 888starz.bet, may be canceled." I tried to find out from the casino the reason for removing the commission from the withdrawals of my money, but I never received an answer.

I have not used any bonuses to receive my winnings. I also send you screenshots of the casino correspondence to your email.

Hope for help. Thanks.

Thank you Fogas14 for the additional information. Could you please advise how did you accumulate your balance? Was it from betting or casino games? What games did you play?

Thank you very much, Fogas14, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Fogas14,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and try my best to resolve the issue.

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

Dear representatives of 888Starz Casino,

Can you please state the reason why did Fogas14 only receive 90% of the requested amount?

We would like to ask 888Starz 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’.

Dear Fogas14,

Please be informed that be got in touch with the casino representative, however, no details regarding your case have been shared yet. As we’re still waiting for the casino representative to provide the necessary information, I’m extending the timer by 7 days.

During an checking of your activity on our platform, security experts have identified violations of the user agreement. In this regard, we were pleased with 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.

Please inform me, what violation of your rules have you identified? What have I violated? Why didn't you inform me of the violation in personal correspondence?

Thank you, 888Starz team, for the reply.

We’d like to ask you to provide a more detailed explanation along with the relevant proofs. You can forward the information to andrej.p@casino.guru.

Dear Fogas14,

Please be informed that we got in touch with the casino. The issue is currently being discussed in a private conversation. As additional time is required to discuss the case, I’m extending the timer by 7 days.

Thank you all for your patience.

Dear Fogas14,

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.

Dear all,

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