AllStarz Casino - Player’s account has been closed.

From the beginning, I checked this casino’s restricted countries list. China and Taiwan were not on it, so I started playing.

I first deposited $20 and managed to win $60. When I tried to withdraw, they asked me to complete KYC. I did it. Right after that, they said they don’t support players from my country and deleted my account.

I don’t understand. If you don’t support my country, why did you accept my deposit in the first place? If I had lost, would that just have been free money for you?

They said they would refund my original $20. It’s been more than 72 hours. I’ve contacted customer service many times, but they keep delaying.

I just want my deposit back

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which country of residence did you select in the registration form when creating your account?
• Which documents did you submit to the casino to verify your account? If you submitted any proof of address or residence, does it show the same country of residence that you selected during registration?
• Have you used a VPN, proxy, or any other IP-masking service while accessing or playing at this casino?

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

Best regards

Veronika

1. I registered as being from Taiwan and have attached screenshots as proof.

2. I verified my identity using my Taiwan ID, submitting utility bills, my ID card, and facial recognition.

3. I have never used a VPN.

Initially, they sent me a refund request, and I didn't think there was anything wrong with the casino at first. But a week has passed, and they've been dragging their feet. Now I realize it felt like a trap.

Dear Caiya718

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Caiya718,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from AllStarz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear AllStarz Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and why the funds were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Thank you for your patience, Caiya718.

Unfortunately, despite being given additional time to respond, AllStarz Casino has not joined the complaint or provided any meaningful explanation or evidence regarding the closure of your account and confiscation of your funds.

Therefore, I will close this complaint as Unresolved.

I’m sorry that I could not help you resolve the situation differently.

Since AllStarz Casino is licensed by the Kahnawake Gaming Commission, you may consider contacting the relevant licensing authority regarding your complaint. You can find more information about the Kahnawake licence and how to submit a complaint here:

Kahnawake Gaming Commission – licence information and complaints

Please note that closing the complaint as unresolved may have a negative impact on the casino's Safety Index.

Caiya718, if you receive any new and relevant information from the casino or the licensing authority, you can request to reopen this complaint and we can review the new information. AllStarz Casino may also request to reopen the complaint if it decides to cooperate and provide a meaningful response or resolution. You will be informed if the complaint is reopened.

Thank you for your patience and cooperation.

Best regards,

Samuel

Casino Guru