The player from Germany faced difficulties withdrawing €750 after his account was locked, despite having verified his identity and fulfilled the wagering conditions of a wager-free bonus. He did not receive the payout after the account was locked. The Complaints Team was unable to proceed with the investigation or suggest solutions due to the player's lack of response to their inquiries. As a result, the complaint was rejected.
Casinostars - Player’s withdrawal is blocked.
Amount: €750
Casinostars
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I played the first deposit bonus, which was wager-free and sick. I also complied with the basic conditions. I made my deposit as stated in the terms and conditions and continued playing. Then I eventually had €750, which was great, and then my account was blocked after I verified myself and made a withdrawal. Of course I didn't receive the withdrawal.
Greetings
Dominik Depp****
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Hello DominikDE01,
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.
- Could you please advise when did the verification begin?
- Was it complete or your account was closed during the process?
- Did they give you any explanation regarding the issue?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
The inspection began on Saturday 21.09.
The process was not completed, my account was simply blocked.
The claim was that I didn't have just one account and therefore she would close my Koto.
But I've definitely never played on the site before.
Automatic translation:
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2 months ago
Dear DominikDE01,
Have they provided any evidence of multiple accounts? Additionally, have you checked your emails to see if you previously had an account with them?
Please forward any communication between you and the casino on this matter to nikolas.b@casino.guru for further review.
I look forward to your response.
Kind regards,
Nick
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2 months ago
Translation
I have sent them all the details by email.
I'll be happy to answer the questions again.
I have not received any reason/proof for the accusation. Only the email I sent them.
I definitely do not have another account on the casino site.
Kind regards
Dominik
Automatic translation:
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2 months ago
Thank you DominikDE01 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hi Tomas & Peter & Nick
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
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2 months ago
Hi Peter C.
We have shared information regards this case in a Skype group with other Casino.Guru members.
Casinostars Team
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1 month ago
Dear DominikDE01,
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.
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1 month ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime. However, we will need the requested clarification and details.
Thank you very much, Casinostars Team, for providing information and cooperation!
Best regards,
Branislav, Casino.Guru
