Starda Casino - Player’s winnings haven’t been received yet.

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Dear Stardavictim26,

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

Hey Karla thank you for your message, i'm fortunately, I don't think my case can wait this long due to an email I just got sent from the support administration for Starda Casino informing me that they are closing my account. Permanently and any other account related to their casino as well as all winnings, will be lost with snow way to reopen or restore my account. I've attached a screenshot of the email to this thread.

Thank you, Samuel

Dear Stardavictim26,

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.

Let me break this down for you very specifically Following is everything that happened it's not a processing issue it's the casino refusing to pay me because I won over $600 on my first and only No deposit bonus I've ever played on the site and affiliates And they're refusing to pay me and they have already closed my account They ended up paying me a $111 but they still owe me $492 bonus I've ever played

Casino: Starda Casino

Issue: Withdrawal refusal + forced‑deposit requirement not stated in T&Cs

Player Country: Canada

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Complaint Summary

Starda Casino is refusing to process my withdrawal from a no‑deposit welcome bonus and is demanding that I deposit an amount equal to my winnings and wager it three times before they release my funds. This requirement does not exist anywhere in their Terms & Conditions, and the clause they are citing does not apply to my situation.

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Detailed Description of the Issue

I registered at Starda Casino and claimed their standard welcome offer of 50 free spins. I completed all wagering requirements and submitted a withdrawal request.

After submitting the withdrawal, the casino refused to process it and informed me that:

- I must deposit an amount equal to my balance, and

- I must wager that deposit 3× before they will release my winnings.

They claim this is based on Clause 10.7.4 of their Terms & Conditions.

However, Clause 10.7.4 applies only to players who:

1. Repeatedly use no‑deposit cumulative bonuses,

2. Without making cash deposits between those bonuses.

This was my first and only time registering and playing on the platform. I used one welcome bonus (50 free spins). I have never used repeated bonuses, cumulative bonuses, or multiple no‑deposit promotions.

Therefore, Clause 10.7.4 does not apply to my case.

Despite this, the casino insists that my winnings will be voided if I do not make a deposit — a rule that is not stated anywhere in their published Terms & Conditions and was never disclosed before or during gameplay.

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Why This Is a Violation

- The casino is applying a clause that does not apply to my situation.

- They are imposing new wagering requirements after I won, which is considered an unfair practice under standard iGaming consumer‑protection principles.

- They are requiring a forced deposit as a condition for withdrawal, which is not permitted under any reputable licensing framework.

- They are threatening to void winnings without a valid T&C basis.

- They refuse to provide the specific investigation or justification they claim to rely on.

I have repeatedly asked them to identify the exact clause that authorizes their actions, and they continue to cite 10.7.4 incorrectly.

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Requested Resolution

I respectfully request that AskGamblers assist with the following:

1. Immediate processing of my withdrawal according to the Terms & Conditions that were in effect at the time of play.

2. Removal of the forced‑deposit requirement.

3. Confirmation that my winnings will not be voided.

4. A review of the casino’s misuse of Clause 10.7.4.

I am fully prepared to provide all email correspondence and screenshots.

Summary:  

Starda Casino is refusing to process my withdrawal from a no‑deposit welcome bonus. They are demanding that I deposit an amount equal to my winnings and wager it 3× before they release my funds. This rule does not exist in their Terms & Conditions.

Details:  

I used only one bonus — the standard 50 free spins welcome offer. I completed all wagering requirements and requested a withdrawal. Support then claimed I must deposit and wager the deposit 3×, citing Clause 10.7.4.

Clause 10.7.4 applies only to players who repeatedly use no‑deposit cumulative bonuses without depositing between them. I have never used repeated bonuses. This was my first and only bonus on the site, so the clause does not apply.

The casino is imposing new conditions after I won and threatening to void my winnings if I don’t deposit. This requirement is not stated anywhere in their T&Cs.

Requested Resolution:  

- Process my withdrawal according to the published Terms & Conditions  

- Remove the forced‑deposit requirement  

- Confirm my winnings will not be voided  

Evidence Provided:  

Emails from support, screenshot of Clause 10.7.4, withdrawal request, and messages showing the forced‑deposit demand.

Dear Samuel,

Thank you for your detailed explanation and for providing all the information.

I understand your frustration, especially in situations like this. However, I would like to clarify one important point regarding no-deposit bonuses.

In many online casinos, it is a standard practice—often linked to AML (Anti-Money Laundering) policies—that players are required to make at least one deposit before a full withdrawal can be processed. This is used as a verification step to confirm the player’s identity and payment method.

Even if this requirement is not always explicitly highlighted in simple terms, it is commonly included within the casino’s Terms and Conditions, and casinos are generally allowed to enforce such a rule before releasing winnings from no-deposit bonuses.

Based on this, the request for a deposit prior to withdrawal is not unusual, and unfortunately, it is something we are not able to challenge if it falls within the casino’s internal policies and terms.

I understand this may not be the outcome you were hoping for, but I hope this helps clarify the situation.

Karla

It doesnt stage that atall in their policies and they've paid me $111 of the $603 and then closed my account. If they wanted me to deposit for verification that wouldnt be a problem they wanted me to deposit. $600 and wager it 3x before i could deposit. They are just refusing to pay me because i won without losing. How can you not defend this? I've given every detail possible. Its very apparent they are just mad that i didnt lose.

Dear Samuel,

Thank you for your detailed explanation.

To proceed with a thorough review of your case, I kindly ask you to provide all available evidence related to this issue.

Please send any relevant screenshots and full communication with the casino, including emails, chat transcripts, and any messages where the deposit and wagering requirement was explained to you.

You can upload the files directly here in the thread or send them to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Karla

Hey Karla ive sent you an email with requested documents

Dear Stardavictim26,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., martin.l@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Stardavictim26,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, could you redirect me to the exact bonus you have claimed? There are multiple different offers available for this casino - dependent on the code used. Thank you in advance for clarifying this.

I would also like to invite the Starda Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Could you please point-out where exactly was the bonus cap mentioned? Which bonus code has the player used?

Additionally, I would like to ask more questions about the rule requesting a real money deposit from the player in order to withdraw his funds. From my current understanding, this doesn't seem ideal - in case a bonus abuser tries to take advantage of the casino's offers, it is the casino that should take proactive measures to prevent him from receiving such bonus - before he is able to win. Nevertheless, could you please provide us with evidence, that the player has redeemed multiple such bonuses? You can send all information to martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear player,

We would like to clarify that according to clause 10.7.4 of our Terms and Conditions:

"In case of a repeated use of no-deposit cumulative bonuses on the Affiliate Brands without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and to wager the deposit three times. If the user refuses to make a deposit, all received no-deposit cumulative bonuses and all related winnings shall be deemed void."

Please note that user activity is evaluated across all projects within our affiliate network, not only on Starda.

After reviewing your gaming activity, we can see that you have accounts on other platforms within our partner network where no deposit activity was made, and only no-deposit bonuses were used.

You can get acquainted with the list of our brands yourself.

Best regards,

Starda Casino

Thank you for the update. I would like to respond to Starda’s statement.

I disagree with the casino’s decision and the application of clause 10.7.4. The casino has not provided any evidence that I used multiple no‑deposit bonuses across their "affiliate network," nor was I ever informed which brands belong to this network. A player cannot be expected to know or identify hidden affiliate connections between casinos.

I completed all wagering requirements fairly on Starda, and the casino accepted all of my gameplay. Only after I won did they apply this clause, which makes the rule punitive and retroactive. Forcing a player to make a deposit in order to receive winnings from a no‑deposit bonus is not a fair practice and contradicts the purpose of a no‑deposit offer.

I request that the casino either:

1. Provide clear evidence supporting their claim, or  

2. Pay the full amount of my legitimate winnings ($603).

Thank you for continuing to review this case.

Dear parties,

thank you both for offering us your respective points of view.

Dear casino representative,

I would like to highlight the fact, that the rule in question is listed on our website as unfair and is affecting the casino's safety index. We would therefore like to ask the casino to reconsider its decision and pay the player. Please let us know your decision once you review the issue internally.

Starda is now claiming that I am an "unauthorized user" of my own account, despite the fact that they already paid me $111 out of the $603 I legitimately won. If I was truly unauthorized, why did the casino process a partial withdrawal? Does Starda routinely send money to people they believe are not the real account owner? That makes no sense.

This looks less like a security concern and more like an excuse to avoid paying the remaining balance.

The casino is also still refusing to provide any evidence of this supposed "affiliate network" activity. They have not shown:

- which brands I allegedly used,

- what bonuses I supposedly claimed, or

- how any of this is connected to my Starda account.

Instead, they closed my account and retroactively applied a rule that players cannot possibly comply with because the affiliate connections are hidden. A rule that depends on secret information is not a fair rule — it’s a trap.

I completed all wagering requirements on Starda. The casino accepted every wager, every spin, and every bet without issue. Only after I won did they suddenly decide I was an "unauthorized user" and part of some undefined "network activity."

If Starda truly believes their own claim, then they need to explain:

Do you pay withdrawals to anyone who enters someone else’s email?

Because that’s exactly what your actions imply.

I am again requesting:

1. Verifiable evidence supporting your accusations, or

2. Payment of the remaining balance of my legitimate winnings.

At this point, the inconsistencies in the casino’s explanations speak for themselves.

Dear Martin,

Upon registration on our website, the player automatically agreed to our Terms and Conditions. We have acted fully in accordance with these rules, and no violations of our policies have occurred.

The decision regarding the player’s account remains unchanged.

Best regards,

Starda Casino

Dear parties,

After reviewing all of the information and evidence provided, we must reiterate that the rule applied in this case is considered unfair from our perspective.

Applying such rule and requesting further deposits only after winnings have been achieved creates a retroactive and punitive effect, which in our opinion contradicts principles of fair play. For this reason, we believe the correct and fair course of action would be for the casino to pay the player their remaining legitimate winnings in full.

As the casino has declined to reconsider its position, we are forced to close this complaint as unresolved. Consequently, this case will negatively affect the casino’s Safety Index rating. We regret that we were unable to reach a mutually satisfactory resolution in this instance.

Best regards

Martin