Casinostars - Player’s account was deactivated after a win.

Hello,

I have the same situation like with casino Tritium under Antillephone N.V license.

I have been scammed by Casinostars. io, they deactivated my player's account after a 1000 EUR withdrawal. It was 3rd request for withdrawal, the previous 2 were successfully done too. I won 3000Eur there so they dont want to more payout I think 🙂🙂They locked my 100 EUR winnings.

My player's account is fully verified by their KYC I never wrote to the support of Casinostars about a gambling issue. They dont have that messages or e-mails. I didn't use their bonuses either. So I think they found a way to block my player's account and lock my next withdrawal. After that was deactivated they didn't answer my emails. I add a copy of an e-mail from their support. I hope you can help me, please.

Thanks in advance

"Hi Dariusz,

We regret to learn about the concerns over your gambling levels you expressed on other brands registered on the same license and we genuinely wish you success in managing your gaming tendencies moving forward.

As a result, your Casinostars account has been deactivated with immediate effect.

Please be advised that we cannot be held responsible or liable for any attempts to create new accounts on our platform or other casinos operating under the same license.

Kind Regards,

Casinostars Security

Dear djdark4,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinostars.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly out of your 3000€ winnings, the casino refuses a payout of the remaining 100€?
• Could you please briefly describe your activity on the casino's website?
• Have you accumulated your winnings with the help of a bonus?
• If there is evidence that would further support your case, you can send the information to my email at tomas@casino.guru or you can share screenshots directly in the complaint thread.

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,

Tomas

Hi,

Exactly, they payed out 3000 EUR and after the last one withdrawal 1000 EUR they deactivated my players account. There is still 100 EUR cashback on my players account. I should have a possibility to withdraw it too. Its my winning too.

Look, they payed out 1000 EUR on 25 June, on morning 26 June they added cashback for VIP player but after two hours they deactivated my players account 🙂 I never requested for any bonus.

I apologize but a cashback added to your account doesn't represent a withdrawable balance that is subject to bonus rules such as wagering conditions. We won't be able to help since your account has been closed due to gambling problem concerns.

Please let me know if there are any other circumstances I have overlooked, otherwise, I'll close the complaint.

Hello,

I got e mail from Casinostars.io that my players account will open to withdraw my cashback so the case is solved. Thank you for help!

Dear djdark4,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru