Casinostars Review

The player from Denmark had been accused of breaching bonus terms by purchasing in-game features. The casino, Betroom24, had insisted that the player violated their terms and conditions, even after the player had completed the wagering requirements and requested a withdrawal. The player had argued that the casino's terms were unclear and unfair. Despite our team's efforts to mediate the situation and suggest a fair resolution, the casino had maintained its stance and refused to pay the player's winnings. Eventually, the casino and the player reached a mutual agreement, and the case was closed.

The player from Switzerland had his account disabled shortly after he requested it to be reopened. He had confirmed receiving two previous payouts, with an account balance of around $4400 before the blockage. The casino had stated the case was being handled by the Curacao gambling authority. The player had complained about the regulator's lack of response and accused the casino of avoiding responsibility. Despite multiple attempts to reach a resolution, the regulator had not responded within a reasonable time frame. The complaint had been closed as 'unresolved' due to this uncertainty. However, the casino later shared an email exchange that indicated a mutual agreement with the player, leading to the case being marked as resolved.

The player from Portugal reported that her account at Mond Casino had been closed following a security review, although she had never requested account closure. After submitting all requested documentation, she received a notification stating her account was closed at her request, leaving her without her winnings and without any explanation. The Complaints Team intervened, highlighting issues with the casino's procedures regarding document submission timelines and the handling of the player's winnings. Ultimately, the casino returned the winnings to the player, who successfully submitted a withdrawal request. The issue was resolved, and the player confirmed receipt of the funds.

The player from Germany had deposited €200 and met the wagering requirements, reaching a balance of €2,307. Despite completing the verification process, the casino revoked his winnings, citing non-recreational play patterns and alleged abuse of bonus terms. All games played were allowed according to the bonus terms. The issue was resolved when the casino later agreed to allow him to withdraw his winnings. The player confirmed the successful withdrawal, and the complaint was marked as resolved.

The player from Rhineland-Palatinate had complained about a delayed payout request and heavy playing restrictions following a small win. The issue was resolved when the casino allowed the player to withdraw to an e-wallet, and the case had been closed successfully.

The player from Thailand is complaining about Mond Casino confiscating their 400 euros in winnings due to adjusting their bet amount while fulfilling bonus wagering requirements. The player followed all other terms and conditions and requests assistance in getting their winnings reinstated. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player from Vietnam requested several withdrawals from the casino. At first, his requests were rejected because the deposits had not been fully wagered. After opening the complaint with us, the player received his winnings.

The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player's unable to withdraw his winnings from a bonus as it required a deposit prior to it. The player confirmed he agreed to compensation from the casino and therefore we consider the issue as resolved.

The player from Greece accumulated winnings with a bonus. Later the casino informed him that he didn't meet the requirements to be eligible for the bonus, and his winnings were confiscated. Eventually the issue was successfully resolved.

The player's winnings were voided due to a breach of the max bet rule. At that time, the casino had a policy, according to which bonuses are considered active (and bonus rules apply) until a player successfully withdraws the winnings. The player was not aware of this policy and after meeting the wagering requirement bet an amount higher than the allowed one. At the time of the resolution of the complaint, this policy had already been changed and the bonuses are now not considered active after the wagering requirements have been met. The player and the casino reached a mutual agreement. The complaint was closed as 'Resolved' after the player confirmed the issue had been resolved to his satisfaction.

The player from Lithuania had challenged an online casino's application of their free spins policy. He had been successful in his games and made several withdrawal requests. However, the casino forfeited his winnings above 50 EUR, which was the maximum withdrawal amount from free spins. The player argued that he used real money funds, not bonus money, to win and therefore his funds should not have been forfeited. We examined the casino's terms and conditions and engaged in discussions with both the player and the casino. Despite lengthy discussions, the casino refused to pay the player his winnings, arguing that the winnings were capped due to the free spins policy. We marked the complaint as unresolved. After reopening the complaint at the request of the casino, the team received evidence that the player agreed to an offer made by the casino, leading to the resolution of the issue.

The player from Finland tried to withdraw her winnings, but the transaction has not been processed. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Brazil faced difficulties verifying her account as the casino insisted on a passport, which she did not possess, despite providing her RG and engaging in repeated communications. She had been trying to resolve this issue for 6 days. After more than a month of attempts to address the situation, the casino confirmed that no bonus abuse had been found, allowing her to request a withdrawal of her tournament winnings. The issue was resolved, and she received her funds.

The player from Austria deposited money to the casino, but the funds were never credited to his account. Despite contacting support, the issue remained unresolved. We advised the player to contact his payment provider to investigate the issue. Subsequently, the player confirmed that the money had been credited to his account. The complaint was marked as resolved.

The player from Colombia had faced issues with Thor Casino's verification process while trying to withdraw his deposit. Despite having provided all the requested documents, the casino had continued to ask for a copy of his passport and a selfie, which he didn't possess. The player's inquiries had been consistently redirected to the casino's security department, which had been unresponsive and kept repeating the same request. However, the issue was eventually resolved when the player received his initial deposit back. We had concluded the complaint as 'resolved' after the player confirmed the successful resolution.

The player from Portugal had an issue with a deposit of 20 euros that had not been credited to his casino account due to a payment system issue. Despite having provided proof to the support team, his issue had remained unresolved. Eventually, the player confirmed that his balance had been updated with the deposited amount, resolving the issue.