The player from Germany faces issues after winning €511 at Stargames, prompting her to submit a payout request of €500. Shortly after, her account is blocked due to reported "irregularities," and despite multiple attempts to contact customer support for updates, she receives minimal responses.
StarGames Casino - Player’s account is closed after winning.
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6d 22h 54m 43s
StarGames Casino
Safety Index:Very highCase summary
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18 hours ago
Translation
Hello,
I have been playing regularly at Stargames for about 2 years and have deposited and withdrawn several times, always without problems.
Then, at the end of November, I had a huge stroke of luck and won €511 playing the game Sizzling Hot Cash Connection with real money (no bonuses), which was initially displayed in the overview "My biggest wins" on the homepage.
I submitted a payment request for €500.
With the remaining €11 I then won another €118.76 in the game Big Bass Hold and Spinner, which is also shown at the top of the overview with my biggest wins.
Following this, I submitted another payment request for €90.
Suddenly I noticed that the winnings of €511 were no longer displayed at the top of my list of winnings, but that wasn't a big deal.
Then it started: I received an email stating, "Your player account has been blocked. Irregularities detected. Unfortunately, irregularities were found which require investigation. Your account has therefore been blocked. For further information, please contact support."
Since then, I've emailed Stargames almost daily, requesting information or an update, but I've only received two replies stating that my inquiry has been forwarded to the relevant department and they don't know when I'll hear back. The same thing happened via chat. For the past few days, I haven't heard anything from Stargames at all.
A few days earlier, I had withdrawn a smaller amount without any problems. I've made withdrawals many times before, always smoothly.
But now, all of a sudden, with one or two larger amounts involved, there are irregularities and a suspension, and then no further support from customer service.
Could you please help me here? Stargames has ALWAYS been my favorite casino, and I've spent many hours there and also lost quite a bit of money. That's why I'm stunned by this, especially since these were winnings from my own money, and understandably, I want them paid out.
Thank you so much in advance and best regards
Steffi
Automatic translation:
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1 hour 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 hour ago
Dear Steffilie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
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.
Best regards,
Katarina
