The player from Italy had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team had communicated that the player should wait for at least 14 days for the withdrawal to be processed due to potential KYC verification delays. However, after extending the inquiry period and receiving no response from the player, the complaint was currently closed. The player had the option to reopen the complaint in the future if they wished to continue the communication.
Starcasino BE - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €829
Starcasino BE
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
I requested a withdrawal of 829 euros on April 10, 2025, they should have credited me the money via Apple Pay and they indicated 1 to 3 business days as the crediting time, but to date I still have not received the money even though the withdrawal was approved on April 11, 2025.
Automatic translation:
Public
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7 months ago
Dear 44qcvgwdds,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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7 months ago
Dear 44qcvgwdds,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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7 months ago
Dear 44qcvgwdds,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Nick
Casino.Guru
