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.
Closed
Our verdict
Other
Amount: €590
StarGames Casino
Safety Index:Very highCase summary
Discussion
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2 months 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I have been playing regularly at Stargames for about 2 years and have deposited and withdrawn several times, always without problems.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A few days earlier, I had withdrawn a smaller amount without any problems.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
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2 months 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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2 months 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
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2 months ago
Translation
Hello Katarina,
I just sent you all the answers, screenshots, and evidence by email. I thought there were too many and I'd have to send them in two emails, but it all fit in one. If you need anything else from me, just let me know.
Thank you and best regards
Steffi
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2 months ago
Translation
Hi again, it's me 🙂 I just wanted to check if all the documents have arrived at Katarina's and if anything is still missing 🙂
lg
Steffi
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1 month ago
Dear Steffilie,
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, Jana ([email protected]). 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,
Katarina
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1 month ago
Dear Steffilie,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a StarGames Casino representative to join this conversation and participate in resolving this complaint.
Dear StarGame Casino,
could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address [email protected]. Thank you in advance for providing the information.
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1 month ago
Translation
Hello dear Jana
Thank you so much in advance for everything!
lg
Steffi
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1 month ago
Translation
Hi Jana,
After thorough examination, it was determined that:
- Several multi-accounts (MAs) have been detected and have already been blocked.
- Other accounts are linked through clear technical and temporal matches and are also blocked.
- A clear pattern of coordinated activities emerges, indicating multi-accounting and abuse.
Due to the large number of linked accounts, multiple matching identifiers, and consistent behavior, the account suspension is fully justified. To protect the integrity of the game and prevent further abuse, the suspension will remain in effect permanently.
The payout to the player has already been made; however, in the event of future violations of our Terms and Conditions, all funds will be withheld.
Best regards,
The StarGames team
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1 month ago
Dear StarGames Casino representative,
thank you for your reply. I am truly sorry to hear that the player has violated your terms and conditions. Could you please send the relevant evidence to [email protected] for our review?
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1 month ago
Translation
Hi Jana,
We sent the proof via email.
Kind regards,
The StarGames team
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1 month ago
Dear Steffilie,
Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.
Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.
I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.
Multiple account creation is considered unacceptable practice in the industry.
You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at [email protected] .
I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.
