Casinostars - Player’s winnings have been confiscated.

So i started to play yesterday on Casinostars.io.

i deposited 3 times. 20, 100 and 265 euros.

i lost the first 2 deposits.

i managed to get my 265 euros up to 551.05 euros and made a withdrawal.

I also uploaded pics of id, proof of adress and also front of card (virutual card).

They canceled my withdrawal and told me to verify. The cancel happend around 04.00 ish in the morning.

After i lost the two deposits i stated that i shouldnt be able to play because i self excluded my self. Ask for a refund and didnt get the refund.

My account was still open after this and i couls deposit more (265 euro) and i played this to 551.05.

I got an email:

Hi there,

We regret to learn about the concerns over your gambling levels you have stated on one of our casinos under 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. Since you have been warned within casinos under same license that you are not allowed to open account on any casino under same license and you take all responsibility for such action we have forfeited your winnings. Your deposits will be refunded.

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.

Casinostars Team

I asked how come they let me play further and no answer about this.

So when i won more than i deposited, they decided to close my account.

Not the first time they do this, as ive sen other people had the same issue (askgamblers).

Total amount i had pending since 09.00 something today was 551.05 euros.

I got proof of every deposit, that it is my account, and the pending and also canceled withdrawal.

Hello Svettrulle,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinostars. Please allow me to ask you a few more question before we would move forward.

• Can you please confirm that you are really self-excluded in any of the casinos within the same license?
• Was your refund already processed?
• When was the last time you spoke to the casino and what was it about?

Please note that if the casino has information about your exclusion in their sister casino, they are not allowed to pay out any of your winnings and are obligate to refund your deposits only.

Looking forward to your answer.

Regards,

Nick

Hello.

i self excluded my self from Wolfy casino, Thor casino and also Art casino. And this happend a range between 1-3 years ago.

I also had contact with Wolfy, Thor And Art casino, they let me reopen my account on Art and Thor for example around 3-4 times, even tho i stated i had issues. But yet they let me play.

Now i had the same issue on Casinostars, which clearly a part of the same casinos as Wolfy, Art and Thor, but also let me play here and deposit.

Refund not processed. And i asked when i should get the money back, but no answer

The last time i spoke to them was asking how come they let me gamble after i wanted the refunds the in first, and let me have the account open and also after i won the money up to 551 euros.

Asked when the refund should get into my account with no answer.

They emailed me 13:58 and i responded 14:01.

I also wanna put some pics from another case at askgamblers, with the same issue and answer Casinostars.io gave another player.

This mean it is not the first time they use that excuse to take money and close an account.

And i also wanna out in i never told them to close my account on Casinostars.io.

I also got confirmed that Casinostars, Wolfy Casino, Thor Casino and Art Casino has the same casino "owner".

So i cant really tell how it is possible to make accounts with same info as i used back then and now. Also fullt verificated on all sites.

This is something they use to get rid of players who play and win.

Dear Svettrulle,

I hope this message finds you well.

It appears the casino identified you as a self-excluded individual during their verification process, which is why they allowed deposits only until that point.

Please be advised that refunds may take up to 2–3 weeks to be processed. If the casino refunds all your deposits, it would align with the correct procedure in such cases. As you were self-excluded, they are obligated to refund the exact amount of deposited money—no more and no less.

Kindly update us in two weeks if the funds have not been refunded, or if you receive any further information from the casino.

We’re here to assist you should you have any additional questions or concerns.

Best regards,

Nick

Dear Svettrulle,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.