Cazino Stars Casino - Player’s withdrawal is delayed.

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 In the past, I've successfully withdrawn with no issues, but this time they've exceeded the time limit and haven't given any response at all.

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

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

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.

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?

If the document has already been sent and verified

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

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.

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.

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

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