Starda Casino - Player’s account has been closed and winnings confiscated.

Hello Casino Guru

My name Julija

I registered STARDA Casino on 2 September 2025, this means 3 months ago.

Same day (2 september) I made deposit in crypto currency Ethereum approximately 600 EURO.

I played online slot and won approximately 5600 EURO.

On the next day I made withdraw request, and after that my account has been blocked.

I received email

"Your account was blocked for additional verification. In order for us to pass the request to unblock your profile, you need to receive a video call. It is neсessary for you to show your face to the camera, as well as your identity document, and also answer a few questions about your account. If it is convenient for you to do it in the nearfuture, please, contact the support chat."

I answered all questions about my account to casino representative.

Few days later I received email 

"You need to provide a photo of original contract of phone number ownership (not in electronic variant) and a video selfie with it (not less than 5 seconds long). Also you need to provide a photo of the document, that confirms your residence in Estonia"

On 8 September 2025 I provided two documents : "contract of phone number ownership" and "photo of the document, that confirms your residence in Estonia"

And also I provided two video selfies with these documents.

On 8 September 2025 I contacted STARDA Casino by email and asked "Documents accepted?"

On 8 September 2025 I received response "Yes, your documents have been accepted." 

After that I sent alot of emails to STARDA Casino - I asked about my profile.

On 1 December 2025 I received email 

"Hello. Your account has been permanently blocked, and funds have been deducted from your balance in accordance with the site's rule 5.3."

Casino Guru please help me

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Dear JULIJA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Could you please clarify the following:

• Do I understand correctly that you sent the most recent verification document on 8 September 2025?
• Have you supplied all the requested documents promptly and in the correct format?
• Did you play with bonus money or free spins?

I have also reviewed rule 5.3, which says: 5.3. By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account.

• In light of this rule, could you please provide us with any correspondence you have had with the casino regarding the rejection of your documents?

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

Petra

Do I understand correctly that you sent the most recent verification document on 8 September 2025?

yes , correct. I sent two documents, two videos with documents AND complete video verification with questions about my account.

Have you supplied all the requested documents promptly and in the correct format?

Yes, of course. Documents were accepted.

Did you play with bonus money or free spins?

I activated welcome bonus. But first of all I played with REAL BALANCE, and I won 5600 EUR with REAL BALANCE. I did not play with bonus. I have canceled my welcome casino bonus before withdraw.

In light of this rule, could you please provide us with any correspondence you have had with the casino regarding the rejection of your documents?

In time period from 8 September 2025 until 1 December 2025 I sent alot emails and asked "is profile verification finished ?" the answer was "Your account is still being checked. Please wait until it is over. The time frame of the checking is not regulated."

STARDA Casino NOT sent me any information about rejection of my documents. According 8 September 2025 STARDA Casino email "Yes, your documents have been accepted." My documents were accepted.

1 December 2025 I received email "Hello. Your account has been permanently blocked, and funds have been deducted from your balance in accordance with the site's rule 5.3."

Petra , I can forward you all correspondence , if You need. Waiting for Your reply.

Thank you for your reply and for providing the previous details, JULIJA.

• Could you provide above metioned communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Additionally, could you kindly forward your game history from your casino account?

Thank you again for your cooperation.