The player from Germany could not withdraw money from the casino despite having a fully verified account. The casino provided no reason for the delay. The player informed us that he had deposited with real money and won. After our involvement, the player confirmed that the full amount was received, and the complaint was marked as resolved.
Cazino Stars Casino - Player’s withdrawal is delayed despite verification.
Amount: €500
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
5 months ago
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5 months ago
Translation
Money is not being paid out for no reason. Account is fully verified.
Automatic translation:
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5 months ago
Hello paddyhubert85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cazino Stars Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
I deposited the winnings with real money and won. The request for withdrawal was made on 21.05.24
Automatic translation:
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5 months ago
Thank you paddyhubert85 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Translation
I don't know exactly why, but the money was transferred yesterday.
Automatic translation:
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5 months ago
Hello paddyhubert85,
Do I understand it correctly that you've received the full amount?
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5 months ago
Dear paddyhubert85,
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 patience, 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,
Kubo
