The player from Hamburg reported that a significant amount of money had disappeared from his account. He said his wife had opened the casino account, but deposits had been made from his PayPal and later Klarna account without his permission, while the account was in a different name. We asked for clarification and supporting communication, but he did not respond to our follow-up messages and reminders. As a result, we were unable to continue the investigation and the complaint was closed for now due to lack of response.
StarGames Casino - Player demands a refund for suspicious account activity.
Closed
Our verdict
Player stopped responding
Amount: €1,400
StarGames Casino
Safety Index 9.8 Very highCase summary
Discussion
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1 month ago
Translation
Dear Sir/Madam, I was shocked to discover that a significant amount of money has disappeared from my account. The matter has now been clarified, and I demand an immediate refund. How is it possible that the deposits were withdrawn from my account even though the registered person is a woman? Surely you are obligated to verify deposits, and if the player account is in a woman's name, you cannot credit deposits from an account in a man's name.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StarGames Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify whether you registered with accurate personal information?
- Is your player's account verified? When was it verified? Which documents were requested from you during the verification process?
- Have you deposited into your player's account using deposit methods in your name exclusively?
- What was the justification you received from the casino?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear Humi82,
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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1 month ago
TranslationDear Sir/Madam, my wife opened an account there, but deposited money from my PayPal account without my permission. I reported this because the gaming account is in a different name. However, the casino only blocked PayPal, so the deposit was made via my Klarna account.
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2 weeks ago
Dear Humi82,
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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1 week 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,
Tomas
Casino.Guru
