The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. She disputed the cancellation of her €2,600 winnings by Starda Casino, which had cited a provider error and technical issues as reasons for blocking her account and voiding her winnings. The casino had initially confirmed her funds were safe but later claimed a hacking incident and deleted game history to justify the cancellation. Despite her insistence on receiving her full winnings and providing evidence, the casino failed to present proof of the alleged technical problems. After reviewing the case, we concluded that the winnings were linked to a confirmed provider-side technical issue affecting certain games during that period, and under such circumstances, casinos were generally entitled to void related winnings. Consequently, the complaint was rejected as unjustified.
Starda Casino - Player claims that payment has been delayed.
Other
Amount: €2,600
Starda Casino
Safety Index 8.0 HighCase summary
Translation
I played at Starda Casino on Saturday and won. I withdrew €1500, and €1100 was still in my player account. Starda temporarily blocked my login, supposedly for an account verification. Now my account is unlocked again, but all my money is gone, allegedly due to an error by a provider who made a mistake in the calculations. According to the chat, I won't receive any money. It's not my fault; I deposited and played fairly. I'm furious and want my money back. They assured me my money was safe, and now it's all gone.
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Dear metzgerpaul,
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
TranslationHello, I am filing a complaint against Starda Casino. I won €2,600 (requested a €1,500 withdrawal, €1,100 remaining balance). Yesterday, I received written confirmation from support that my money was safe. Today, my account was blocked and my winnings canceled. The casino is citing point 8.20 of its terms and conditions and is now suddenly claiming a 'provider error' or 'irregular gaming activity', without providing any evidence. I fulfilled the bonus requirements correctly and adhered to all the rules. It seems like an arbitrary cancellation to avoid payment.
TranslationThe casino is using point 8.20 and "technical errors" as an excuse to confiscate my winnings, even though they confirmed to me just 24 hours earlier that my money was safe.
TranslationI was told my money was safe, and now this. 
TranslationMy Starda Casino account was blocked after a withdrawal request of €1,500 (plus €1,100 remaining balance). I had properly wagered any winnings from deposit bonus spins.
Most importantly: On Sunday (April 19th), the support team confirmed to me in writing: 'Your money is safe 🥰'.
Today, Monday, I was suddenly informed that my winnings were canceled due to an alleged 'error on the part of the provider' and according to point 8.20 of the terms and conditions. The casino provides no evidence of any error or breach of the rules on my part. It seems like an arbitrary cancellation of legitimate winnings after the security of the money had already been assured. "I want my money back."
TranslationThe casino has now even deleted the name of the game from my history. It only says 'Game not found'. This reinforces my suspicion that the casino is trying to cancel legitimate winnings using technical excuses, even though I was previously assured that the money was secure.
TranslationI went through the entire process again and now the game I played is gone. I want my money back 😭 I didn't do anything wrong
TranslationAnd if the casino completely blocks me, I want my money back.
TranslationI am complaining about Starda Casino for the confiscation of €2,600 (€1,500 withdrawal, €1,100 balance). I used free spins from a deposit and completed the wagering requirements correctly.
There is no evidence of my wrongdoing. On Sunday, support confirmed to me in writing: 'Your money is safe 🥰'. On Monday, my winnings were canceled with the blanket explanation of a 'provider error' (section 8.20 of the terms and conditions).
Furthermore, the name of the game (a wildcard slot) was deleted from my game history and replaced with 'Game not found'. This seems like an attempt to cover up evidence. I demand payment of my rightful winnings.
TranslationThe casino just offered me a mere €10 in compensation for the loss of my €2,600. This is a clear admission of guilt, implying that the cancellation was unjustified. I immediately rejected this offer, as I insist on receiving my full winnings. Offering me only €10 after confirming the security of my money strikes me as disrespectful. 
TranslationGood morning, here's another update: My account balance has now been officially reduced to €0.58 (see screenshot). The casino continues to try to distract me with small amounts – I've now been promised a cashback of €39 for Friday. I reject these diversionary tactics and insist on the payout of my €2,600, which was confirmed as secure to me on Sunday.
TranslationTranslationAs requested by support, I have now contacted the official complaints department of Galaktika NV.
TranslationThe casino has now responded publicly on Trustpilot, suddenly claiming 'hacking' at the game provider as the reason for the cancellation. I categorically reject this. Firstly, on April 19th, following a verification process, I received written confirmation of the security of my funds. Secondly, I played fairly and am not responsible for any alleged technical issues between the casino and the provider. The casino continues to provide no evidence for these serious accusations.
TranslationI just want my money back, which I earned honestly 😪 I can't help it
Translation
This is what Starda Casino responded on Trustpilot.
Translation"In the live chat, the casino is now only talking about a 'technical error', while publicly on Trustpilot they are talking about 'hacking'. This constant changing of explanations shows that the casino is acting arbitrarily and has no clear evidence." 
Translation"Hi Karla, I see that my latest screenshots (of the payment history and the €1,100 withdrawal) have been awaiting approval for several days. Have you received this information? These images are crucial as they prove the complete withdrawal of my balance. Thank you for a quick update."
Translation
IMPORTANT UPDATE: The casino has now publicly responded on Trustpilot, claiming a hacking attack on the gaming provider. At the same time, they admit that their employees confirmed the security of my funds on April 19th, but now claim they "couldn't have known any better." This is unacceptable. A casino is liable for the statements made by its support staff. I demand that the casino provide Karla with official evidence of this alleged "hacking attack." Without this evidence, it remains a pretext to withhold €2,600.
TranslationI just want my money back. I earned it honestly. I requested a €1500 withdrawal, which was cancelled by Casino Starda. I also had €1100 in my player account, which was also cancelled. Strangely, this money doesn't even show up in my account history. I want my fairly earned money back.
TranslationIMPORTANT UPDATE: The casino is getting itself tangled up in massive contradictions. On Trustpilot, they are now suddenly claiming a "hack" at the provider Amatic. However, some of my winnings come from games by Pragmatic Play (Big Bass Splash). Furthermore, they are only admitting to the hack now, after having confirmed the security of my funds in writing on April 19th. I ask Karla to request that the casino provide the official error reports from Slotegrator and Amatic for my gaming sessions. This reeks of a cover-up.
Translation"IMPORTANT UPDATE – Evidence of massive contradictions:"
The casino has now publicly claimed on Trustpilot that there has been a 'break-in' at the provider Amatic via the aggregator Slotegrator.
This is an obvious excuse for two reasons:
My winnings came from games by Pragmatic Play (Big Bass Splash), not Amatic. The casino is now suddenly citing a completely different provider to justify the cancellation.
Even if there were problems, support confirmed to me in writing on April 19th that my money was safe. A 'break-in' isn't invented retroactively days later.
I ask Karla to request the official Slotegrator log files for my specific game rounds from the casino. The casino is resorting to lies to keep my €2600.
TranslationThe casino has now started manipulating my gaming history. The Amatic game 'Lucky Joker' now displays 'Game not found'. The casino is clearly trying to erase the evidence of my legitimate winnings to support their 'hacking' theory. I reiterate: I received confirmation on April 19th, after a review, that my money was safe. A technical error does not cause histories to disappear, but manual deletion by the casino does. Furthermore, part of my winnings comes from Pragmatic Play, which cannot be affected by an Amatic error. Here is the proof: The casino has deleted the 'Lucky Joker' (Amatic) game rounds from my history. Only the 'Game not found' message remains. This only happened after I requested a withdrawal and after the security of my money was confirmed to me on April 19th. The casino is systematically destroying evidence here to justify the unlawful cancellation of €2,600.
Translation
I found this report about the Amatic hack from April 17th. This confirms my position: The casino was already aware of this incident on April 19th (when they confirmed the security of my money in writing). They still reviewed and approved my account. A subsequent cancellation citing a long-known event is illegal. Furthermore, some of my winnings come from Pragmatic Play, which is not affected by this Amatic incident at all.
TranslationSince the casino is now citing a hack at Amatic (dated April 17th): I won on various slots during this period, including one at Pragmatic Play (Big Bass Splash). A technical problem at Amatic should not affect my winnings at other providers.
Since the casino has partially marked my game history for Amatic games as 'Not Found', I can no longer see the exact breakdown. I demand that the casino provide Karla with the complete game logs from both providers.
Regardless, the casino's written assurance dated April 19th ("money is safe") remains valid, which was given AFTER the alleged incident of April 17th.
Dear metzgerpaul,
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.
TranslationNo, I haven't received a reply from anyone 😢
TranslationThank you for your message, Karla. No, unfortunately, I haven't received my money (2600 euros). The casino continues to refuse payment and has even started deleting evidence from my gaming history (see screenshot, game not found). Since the casino let the deadline pass without providing any evidence, I request that you mark the case as justified. I am also preparing an official application to the licensing authority, the CGA. Sincerely, P.S. Please help me.
TranslationHi Karla, a quick update from me: Since the casino let the deadline pass without a word and still hasn't provided any evidence of the alleged 'hacking', I officially filed a complaint with the Curaçao Gaming Authority (CGA) today. I also informed the authority that the casino is ignoring the mediation process here at Casino Guru. I'm now waiting for your final assessment of the case. Thank you! Please, Karla, help me get my fairly earned money back.
TranslationHere's the proof: The casino is officially threatening to block my account in response to my complaint. This is a clear attempt at intimidation. Please add this to the case. 
TranslationThe casino keeps repeating the claim of a 'technical error' without providing any evidence. I remind you that the security of my balance was confirmed to me in writing on April 19th. A technical error in the calculation would have been noticed immediately, not days later after I requested a withdrawal. I demand that the casino forward the official report from the gaming provider to Casino Guru.
Dear metzgerpaul, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
TranslationHello dear Karla. I've posted all the screenshots here.
TranslationAdditional information for the investigation: Despite the ongoing dispute over my €2,600 and the alleged technical problems, the casino offered me a birthday bonus today. I did not accept this bonus. This clearly demonstrates that the casino still considers me a regular player and that the claim of an 'error' is merely a pretext to avoid paying out my winnings.
Dear metzgerpaul,
Thank you for your detailed updates and for sharing all the screenshots and additional information regarding your case.
- Could you please confirm which specific games you played while accumulating the disputed winnings?
- Were the winnings accumulated while playing any AMATIC games, such as Lucky Joker or Book of Aztec?
- Could you please confirm the approximate dates and times when the winnings were accumulated?
- Do you still have any screenshots or game history entries showing the names of the games before they changed to "Game not found"?
- Could you please clarify approximately how much of the disputed winnings came from Lucky Joker or other AMATIC games, and how much came from Pragmatic Play games such as Big Bass Splash?
This information will help us determine whether your case may be connected to the broader provider-related issue currently under review.
Thank you very much in advance for your cooperation.
Karla
TranslationHi Karla, thanks for the reply. Yes, I can confirm that the jackpot was won in the Lucky Joker (Amatic) game. The win was achieved on [date, e.g., April 17th or 18th] in the early morning hours.
What's particularly important to me is this: despite this alleged problem with Amatic, support confirmed in writing via chat on April 19th (after I had already won) that my money was safe. Therefore, I don't understand why the winnings were only canceled later. I've already uploaded screenshots. Hello Karla, unfortunately, I can't remember the exact gameplay anymore, as the win was some time ago and the situation is very stressful for me. However, I know for sure that it was Lucky Joker by Amatic. Since the casino deleted my game history or it's no longer accessible ("Game not found"), I unfortunately can't provide any further details about the winning combination. I'm relying on the investigation of the server logs by Casino Guru and the game provider. I've saved these screenshots; unfortunately, I don't have anything else. I can't be held responsible for other people's mistakes; I played fairly and just want my fairly earned money. Sincerely, Beate Breit
TranslationHi Karla, since I don't have access to the history, I can only give a rough estimate: AMATIC (Lucky Joker): I estimate that the majority of the winnings, approximately €1,800 to €2,100, came from this game. That was the main prize that enabled the payout. Pragmatic Play (Big Bass Splash, etc.): I probably won the remaining €500 to €800 here. If the casino claims that only the AMATIC game was faulty, I hereby demand at least the immediate payout of the winnings from the Pragmatic games, as these cannot be affected by the alleged technical problem. Nevertheless, I insist on the full amount, as the security of the entire balance was confirmed to me on April 19th.
Translation
The casino has just responded on Trustpilot and is now officially claiming a 'collapse' at the game provider as the reason for the cancellation. I would like to point this out:
The safety of my money was confirmed to me on April 19th – that is, after this alleged incident.
The casino provides no evidence, but only vaguely refers to 'public sources'.
Profits from Pragmatic Play cannot be affected by an Amatic slump.
I ask you to include this new public statement in the investigation.
Dear metzgerpaul,
Thank you for providing all the additional information and screenshots.
After carefully reviewing the available evidence, including the timing of the gameplay, the specific games involved, and the broader provider-related incident affecting certain AMATIC games between April 17th and 18th, we unfortunately have to conclude that we are unable to proceed further with this complaint.
Based on the information currently available, your winnings appear to be connected to a confirmed provider-side technical issue affecting games such as Lucky Joker and Book of Aztec during the relevant time period. In situations involving verified technical malfunctions or provider-side irregularities, casinos are generally entitled to void winnings generated as a result of such errors according to their Terms and Conditions.
We understand your frustration, especially considering the communication you received from support regarding the safety of your balance. However, support agents often do not have immediate access to ongoing provider investigations at the time of communication, and such statements unfortunately cannot override the outcome of a verified technical incident.
As we are not in a position to independently verify or overturn the provider’s technical findings, we are forced to reject this complaint as unjustified.
I am sorry we could not bring you a more favorable outcome in this case.
Karla
