The player from Italy made a withdrawal on 06/05 and had not received the funds after six business days. The casino cited a financial review and a change in the payment processing entity. We advised the player to wait 14 days and cooperate with the casino. The player reported receiving the withdrawal, and the complaint was marked as resolved.
Cazino Stars Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Cazino Stars Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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3 months ago
Translation
Good morning,
I made a withdrawal on 06/05, and to date, six business days later, I still haven't received my funds. I've tried contacting the casino, but they either don't respond or they close the chat.
Typically, they have always paid me within four business days.
Their explanation was initially that they underwent a financial review, and later that they changed the entity responsible for processing payments.
Automatic translation:
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3 months ago
Dear cristianpintonello19,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 months ago
Translation
Okay, I'll wait, it's just that I've usually always received them within a maximum of 5 days, I'll wait, thank you very much
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3 months ago
Translation
The casino always closes my chat whenever I try to contact them, justifying by email that they have a problem.
but if I try to contact them with another name they always answer me immediately and when I tell them it's me they close the chat there 
Edited
Automatic translation:
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3 months ago
Translation
Once the withdrawal has arrived, I will withdraw my report
Automatic translation:
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3 months ago
Dear cristianpintonello19,
Have you received your withdrawal yet? Please let me know.
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2 months ago
Dear cristianpintonello19,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
