888Starz Casino - The player's withdrawal was deducted.

Good day! I need your help in resolving my problem with 888STARZ casino.

I am informing you of the circumstances.

On September 26, I received a message from the casino that I needed to contact by e-mail and clarify the documents required for submission.

So, in response to my letter, the casino asked for a photo of an identity document in JPG format.

On September 27, I sent a photo of two spreads of the required document to the casino for review.

On the same day, upon an additional request from the casino, I sent a photo of the passport page with registration.

On September 28, at the request of the casino, I provided screenshots of my personal Neteller profile, as well as a screenshot of the deposit at 888STARZ Casino.

And on the same day, I received a message from the casino that I can withdraw my funds.

But, when withdrawing funds, I did not receive the full amount. 10% of the withdrawn funds were withheld. Thus, I lost 233 dollars.

Please note that I have not received any notifications from the casino about the collection of the commission, as well as about its amount.

The collection of the commission unilaterally without prior notice violates my rights.

I believe that your actions by the casino are illegal and I asked the casino to make a refund of the collected funds in the amount of 233 US dollars.

On October 01, I sent an official claim to the casino. In response, I received accusations of fraudulent activities. The casino refused to provide comments on this charge, and no evidence of my guilt was provided.

Please help me return my $ 233. I really need this money.

Dear GFox099,

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? Did the casino specify what fraud did you commit? Is your account still active after the accusation by the casino?

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

Hello! I’m answering your questions.

My account has been fully verified.

After the message from the casino, I bet on withdrawals in three installments: September 28 (bet $ 1,000, received $ 900), September 29 (bet 1,000, received 900; bet 330, and received 297). Thus, a commission of 10% of the withdrawn amount was withheld from each of my withdrawals. Before that, there were no withdrawals of funds.

My winnings have been accumulated without a bonus.

As for the accusation of fraudulent activities. The casino was reluctant to provide additional information.

My account is still active.

Thank you GFox099 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?

Good day! The deposit at 888STARZ Casino was made through the Neteller payment system. The funds for the deposit were accumulated from winnings in other casinos. As far as I know, this does not contradict the rules of the casino. I played Blackjack.

Thank you very much, GFox099, 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 GFox099,

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 GFox099 only receive 90% of the amount they had requested for withdrawal?

Dear GFox099,

During an audit of your activity on our platform, security experts have identified violations of the user agreement. In this regard, we had to 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.

Kind regards,

888 STARZ Team

I want to familiarize myself with the results of the audit and ask you to clarify what violations you identified. It is very important for me! I always abide by the legal documents of the casino and believe that there was some kind of error.

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 GFox099,

Please be informed that the issue is being discussed with the casino in a private conversation.

As additional time is required to investigate the issue, I’m extending the timer by 7 days.

Dear GFox099,

I apologize, but the issue is still being discussed. As additional time is needed, I’m extending the timer by 7 days. Thank you for your understanding.

Thank you all for your patience.

Dear GFox099,

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’.