HomeComplaintsCazino Stars Casino - Player’s withdrawal is delayed.

Cazino Stars Casino - Player’s withdrawal is delayed.

Amount: €400

Cazino Stars Casino
Safety Index:Very low
Submitted: 01 Jul 2024 | Resolved : 17 Jul 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Spain had been waiting for 14 days to withdraw €400, and the casino had not responded. Previous withdrawals had been successful without issues. The player confirmed passing KYC verification, not using any bonuses, and providing all requested documents. After further communication, the player reported receiving the withdrawal. The issue was marked as resolved by the Complaints Team.

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4 months ago
Translation

I've been waiting for 14 days for the withdrawal amount of 400 euros to be deposited into my account. I've contacted the casino, but they haven't responded. In the past, I've successfully withdrawn with no issues, but this time they've exceeded the time limit and haven't given any response at all.

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4 months ago

Dear picoleto00, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

When was the last time you made a successful withdrawal from this casino?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

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4 months ago
Translation

Yes I have passed the verification my last withdrawal was on March 6 and I have not used any bonus

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4 months ago

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4 months ago
Translation

Hello, today I went to cazino stars to see how the withdrawal is going and it doesn't appear now I supposedly have to send a receipt for supplies when I already sent it at the time and my account was fully verified since it is not the first time I have retired. This may be because of the complaint I posted here.

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4 months ago

Please understand that the casino is eligible to request additional documents for verification if the need arises. Could you please confirm if you sent the requested document to the casino? Has it been approved?

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4 months ago
Translation

If the document has already been sent and verified

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4 months ago

Thank you for the confirmation. What is the current status of your withdrawal request? Have you received your winnings yet?

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4 months ago
Translation

I have not received anything, I am still waiting, they are still making withdrawals pending confirmation. They supposedly told me by chat that between yesterday, Monday and today, Tuesday they would be making the deposits, but nothing yet.

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4 months ago

Could you please send me the chat transcripts or the emails of your communication with the casino? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

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4 months ago
Translation

Hello, today I received the income, thank you very much for the help.

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4 months ago

Dear picoleto00,

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,

Veronika

Casino.Guru

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