The player from Italy reported a disconnection issue while playing First Person Blackjack on StarCasino, which resulted in an auto-stand and a loss of €200. Despite the casino stating that the game would freeze upon disconnection, this did not occur, and the operator admitted to a system problem without providing evidence. The player sought advice on how to proceed with the complaint. The Complaints Team attempted to mediate the issue by contacting the casino, but communication stalled, and the casino did not provide the necessary information for resolution. Consequently, the complaint was closed as unresolved, and the player was advised to submit an official complaint to the regulatory authority for further assistance.
Star Casino IT - Player faces malfunction issue with StarCasino.
Unresolved
Our verdict
Technical glitch
Black points: 117
Amount: €200
Star Casino IT
Safety Index:Very highCase summary
Discussion
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4 months ago
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Subject: Complaint about StarCasino system malfunction – Blackjack First Person (20/07/2025)
Hi everyone,
I would like to share my experience with StarCasino and ask the community for advice on how to proceed.
What happened?
Date/Time: July 20, 2025, 11:56 AM.
Game: First Person Blackjack (virtual dealer, NOT live).
Problem: Sudden disconnection during a hand, forcing the player to auto-stand and losing €200.
Why is this a valid complaint?
Violation of the rules of the game
StarCasino clearly publishes (also on its WhatsApp) that:
"If you get disconnected, the game is frozen and resumed upon reconnection."
Instead, the system skipped this procedure, applying Auto-Stand for no reason.
Inadequate care
Operator Damiano admitted that the system was "blocked" (chat attached), but:
He did not provide any technical logs to prove his mistake.
He initially confused the game with the live dealer, demonstrating little competence.
PayPal rejected the complaint (due to gambling being excluded from protection), but the technical issue remains.
What I ask of the community
Advice on how to proceed: Have you had similar experiences with StarCasino? How did you resolve them? If necessary, I'll attach the correspondence I received.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to [email protected]? Have you stopped playing right after the incident?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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Thank you for your patience, and stay safe.
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4 months ago
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I sent you an email with the correspondence with starcasino and I anticipate here some photos the email is s****n**** I masked it to prevent any malicious person from using it to send spam.
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4 months ago
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here is the problem immediately after reconnecting
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4 months ago
Thank you for your responses.
I have checked the rules directly in the First Person Blackjack game, and here is what I found under the Disconnection Policy:
Were you able to reconnect within 20 minutes after losing connection with the game?
Do you have any evidence that the disconnection was caused by an error on the casino’s or game provider’s side, rather than on your end?
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4 months ago
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Yes, after connecting immediately after, the €200 had been deducted, but the platform was inaccessible. I tried Blackjack First Person and Crazy Time. This message appeared. I contacted the call center via chat and spoke with a man named Damiano, who told me that the platform was blocked. I believe something went wrong with the session reinstatement. He told me that he would send the report to the relevant department. After a few hours, the balance remained unchanged, meaning the €200 had been deducted, and the platform had been restored. Damiano was certainly the one who made the mistake, as he didn't realize that the game was suspended and needed to be unblocked. The time is 12:10 at the top right. The photo with the metadata appears to have been acquired at 12:10 on July 20, 2025. I took more photos immediately afterward, but they are currently stored on another computer that I don't have with me at the moment, but in my office.
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4 months ago
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I am writing to you as a mediator in disputes between players and operators, to report a serious case of repeated technical malfunctions by StarCasinò, which have caused unjustified losses and lost earnings.
Chronology of events
July 28: StarCasinò responded to a previous complaint of mine, requesting "date/time stamped error screens" to assess a refund.
Today, 4 unexpected disconnections occurred during active gameplay, with the following consequences:
Dealing disruptions in progress (including one with a net loss of €192).
Strategy block, preventing me from reaching a balance higher than €1,000.
False "inactivity" report even though I was connected and active.
Complete documentation
I have collected incontrovertible evidence, including:
✔ Videos and screenshots of disconnections, with timestamps.
✔ Chat with StarCasinò support (where I reported the problem in real time).
✔ History of cancelled items and balance movements.
Failure of StarCasinò to resolve the issue
Despite having provided all the requested documentation, StarCasinò:
It didn't fix the glitch (disconnections persist).
He ignored evidence of the losses he suffered.
He sent standard responses, without evaluating the case on its merits.
Request for intervention
I ask Guru Casino to:
Please check the documentation attached to the email I sent you.
Start a mediation with StarCasinò to obtain:
Reimbursement of losses (€192 + lost profits).
Restoring the balance to the value I would have reached without disconnections.
Definitive technical resolution of the problem.
I'm attaching all the documentation for your consideration. I look forward to hearing from you.
Best regards,
Nicholas
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4 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Dear john117master,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
As part of our standard procedure, I would normally invite a representative from Star Casino IT to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.
That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.
Thank you for your understanding and patience.
Best regards,
Kubo
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4 months ago
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It would be helpful if you viewed the videos I've captured of what I've said. The main problem is that their system, in the event of a disconnection during a game, doesn't automatically restore the connection, blocking access to the Black Jack First Evolution platform. Specifically, you need to contact the chat operator, who will forward the report to the provider. Out of five cases tested, the autostand intervened in all five, but only after the required 20-minute delay. In two of these five cases, despite the autostand's intervention, in the first case I wasn't able to obtain a favorable cashback or turn over my card, while in the last case the dealer had an ace and therefore didn't give me the option to take insurance or otherwise choose. I've attached their chats.
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4 months ago
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.
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3 months ago
Dear john117master,
I would like to inform you that I have been in contact with the casino representative and have obtained some initial information regarding your issue. However, at this stage the details provided are insufficient to draw any conclusions.
I will continue discussing the matter further and will update you as soon as there are any developments.
Thank you for your continued patience.
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3 months ago
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Their problem is that they do not accept that with Firefox browser if unfortunately the connection is lost, but not in my case as I was playing and I was kicked out for inactivity, it does not provide for the restoration of the game, and the application remains blocked and you are forced to call the call center, which then forwards to the game provider, in the first case the call center gave me incorrect information that I had gone to auto stand in the next 4 cases the first three in autostand were favorable, while for the fourth or fifth in all they did not give me having come out an ace to take out insurance because the app was inaccessible blocked 
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3 months ago
Dear john117master,
I would like to inform you that I am still awaiting the casino’s response regarding this matter. My apologies for the delay, and please be assured that I will reach out to you as soon as I receive an update.
Thank you very much for your patience and understanding.
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3 months ago
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.
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2 months ago
Dear john117master,
I apologize for the delayed response. Unfortunately, I have not yet received any feedback from the casino representative. It is possible that the delay was caused by their attendance at this year’s SBC Conference in Lisbon last week.
For this reason, I would like to allow a little more time for them to resume their regular activities and address my inquiries. I will update you as soon as I receive a response from them.
Thank you very much for your patience and understanding.
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2 months ago
Dear john117master,
I would like to extend, once again, my sincere apologies for the significant delay in resolving this complaint.
As expected, the casino representative contacted me following the aforementioned conference. However, my initial inquiries were not fully addressed, and I was informed that the representative does not directly handle player-related issues. Since this was the very first complaint to reach the resolution stage for this casino, they were unfamiliar with our process. I therefore provided them with a detailed explanation.
I clarified that unresolved complaints result in black points, which may negatively affect the casino’s displayed safety index and its overall position on our platform. Additionally, as the casino currently holds Casino Guru’s Fair Play Badge, I explained that maintaining this badge requires having no unresolved complaints. Closing this complaint without resolution would therefore lead to the loss of that status.
I believe my explanation was sufficient for the representative to now take prompt and appropriate action in this matter.
Thank you very much for your patience and understanding. As always, I will share any updates with you as soon as they become available.
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1 month ago
Dear john117master,
I’m reaching out with the latest update regarding your complaint.
Unfortunately, it appears that we’ve reached a dead end in this matter. While the casino initially showed interest in resolving the issue, communication has since stopped, and the requested information has not been provided.
At this point, there’s no practical reason to keep the complaint open while waiting indefinitely for a response. For this reason, I will now close the complaint as unresolved.
I understand this is not the outcome you were hoping for, and I truly regret that we couldn’t provide a more satisfactory resolution. However, there’s still a further course of action available to you. You may consider submitting an official complaint to the Agenzia delle Dogane e dei Monopoli (ADM) by completing the form available here: ADM Complaint Form (PDF) and sending it to [email protected].
As the official regulatory authority, the ADM may have more tools to review your case and assist further. For step-by-step guidance on submitting a complaint to a regulator, you can also visit: https://casino.guru/submitting-complaints-to-regulators
If you need any assistance with preparing your submission or receive an update from the regulator, please don’t hesitate to contact me directly at [email protected].
I’m genuinely sorry we couldn’t be of more help in this case, but please know we remain available should anything change or new information arise.
Best Regards,
Kubo
