The player from Austria had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player reported a prolonged delay in KYC verification and withdrawal processing, referencing similar issues with another casino operated by the same license holder. Despite submitting all required documents, the player did not receive confirmation or further communication from the casino. The player also chose to use the remaining account balance for gambling and lost it. We closed the complaint as the player no longer had funds to withdraw and the casino was not obligated to refund lost winnings.
Starzspins Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €500
Starzspins Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
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Hello, I won about €3000 in the last 7 days, so I asked them to complete the verification process. In the chat, they just kept putting me off, saying that verification takes longer than 3 days and that their department is writing emails. Today, I got the same excuse. Currently, I only have €1000 left in my account. Are they intentionally letting me lose everything? Maybe it's too early to complain, but don't the operators have any obligations to the player? I paid for it and won, so what's the problem?
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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 Ici77,
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
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2 months ago
TranslationThank you for your feedback. I understand your internal waiting period.
However, I would like to point out that the operator has been withholding my winnings for over 7 days now, without any specific reason or binding timeframe, even though the verification documents have been submitted in full.
From the perspective of contract and consumer protection law, an unjustified or non-transparent delay in payment constitutes a breach of duty by the operator (good faith, timely fulfillment of the contract).
I therefore request that you document this circumstance now, as it is no longer within the usual KYC processing time.
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2 months ago
TranslationHowever, I would like to add that StarzSpins and BlazeSpins are operated under the same license holder and both platforms exhibit identical behavior in connection with KYC verification.
I've been waiting for over a month for the KYC verification process at BlazeSpins to be completed, even though all documents were submitted in full. I haven't received any approval, rejection, or requests for further information, nor have I been given a firm timeframe.
StarzSpins is now repeating this same pattern. Their support refers exclusively to email communication, but emails remain unanswered.
In my view, this suggests a systematic pattern across multiple brands belonging to the same license holder. The delay with StarzSpins therefore does not appear to be an isolated incident, but rather a continuation or circumvention of an already existing, unusually long KYC delay, as has been documented with BlazeSpins for over a month.
I therefore request that you take this connection into account and document it now, as in my view this is no longer a usual or reasonable KYC processing time.
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2 months ago
TranslationI received the last email from starzspins.com on December 18, 2025. And today, the same reply!
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1 month ago
Dear Ici77,
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.
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1 month ago
TranslationHello, the day before yesterday I was asked for my account number, but yesterday and today I haven't received an answer as to whether verification has been completed.
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1 month ago
Dear Ici77, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please send a screenshot of your pending withdrawal and account balance?
- Have you made any successful withdrawals before?
Thank you very much in advance for your reply.
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1 month ago
TranslationHello, no. I was just given the runaround regarding verification. There's only €500 left in my player account now.
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1 month ago
Dear Ici77, thank you very much for providing the information.
I completely understand how frustrating this must feel. However, I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.
To better understand your current situation, could you please confirm the following details?
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
Thank you once again for your patience and cooperation
Best regards,
Attila G.
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1 month ago
TranslationHello, I deliberately played until I lost everything. On Trustpilot, there are 7 negative reviews within a month, not a single positive one. The strange thing is, they all had the same experience as me. They deposited money, and after winning, they delayed verification.
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1 month ago
Dear Ici77, thank you for your reply.
I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
