The player from Germany wins at Casinostars but faces withdrawal issues after being accused of having a duplicate account, resulting in account closure.
Hello, I won in the following casino: Casinostars.
I deposited €200 and selected a 100% wager-free bonus.
After achieving a good win, I wanted to withdraw and completed the verification process.
Then I received an email accusing me of having a duplicate account, and my account was closed.
This is outrageous. Other people should know about this scam so that no one deposits money there anymore.
Dear marinaserk,
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.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
Hello, no I live alone and I have never had an account at Casinostars before, I opened the account on
Created on 23.09.2024.
If you have any further questions I will answer as quickly as I can.
Thank you for your reply, marinaserk. That is very interesting because there is another complaint that looks exactly like yours. Not only messages and issues are almost the same, but even the time of submitting both complaints and your replies match:
https://casinoguru-en.com/casinostars-player-s-account-has-been-closed-for-duplicate
Please clarify.
Hello Kristina, I don't know who ProfiAngler is and why you call me that. As you can see my name is marinaserk, maybe you made a mistake in the post?
Apparently ProfiAngler has the same problem, which would mean that my problem with the casino affects not only me, but others as well.
I would be very grateful for your continued support.
I apologize, I was reviewing both cases at the same time, and I fixed the name. Thank you.
Thank you very much, marinaserk, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,
Thank you marinaserk for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Casinostars for their help in resolving this complaint. We would like to ask if you can provide evidence of multiple accounts to my email. (peter.c@casino.guru)
Thank you!
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.
Hi Peter,
We kindly ask you to provide us with email where we can send you all relevant documents. This complaint is connected with few more complaints opened on Casinostars. More information we will share with you over email.
Casinostars Team
Dear Casinostars representative, you can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
Hi Peter C.
We have shared information regards this case in a Skype group with other Casino.Guru members.
Casinostars Team
Thank you for the update Casinostars representative.
Dear marinaserk, Just letting you know that there is an ongoing communication between me/casino.guru and the casino outside the thread, where we are discussing several linked cases, including yours. In the meantime, I have a question for you.
Can you please somehow rationally explain to us how it is possible that there are several accounts at Casinostars Casino (including your disputed account) where some of the data and play style (even bet amounts and games played) match, with at least 4 of these accounts that have registered with the casino within a very short period of time also filed complaints on casino.guru with Casinostars in over the course of a few days in a row? Is it not a big coincidence?
There is a relation/connection between the linked accounts or the owners of these accounts, and we would like to know what relation we are talking about.
Thank you. Looking forward to hearing from you.