The player from Germany had been waiting for a withdrawal of approximately €2,800 since December 23, 2026. After submitting all requested documents for identity verification, he received no updates and was told that delays were due to holidays. He expressed frustration at losing his funds and being unable to withdraw the remaining €25 due to incomplete KYC verification. We closed the complaint due to the player's lack of response to our inquiries and reminders, making further investigation and resolution impossible at that time. The player was informed that the complaint could be reopened if he chose to resume communication.
Starzspins Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
3d 8h 42m 38s
Starzspins Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
⚠️⚠️⚠️WARNING ⚠️⚠️⚠️Scam Casino⚠️⚠️⚠️I have been waiting for my withdrawal since December 23, 2026. Today I received an email saying I had mixed up funds... I received a 777% deposit bonus. I had to wager over €11,000 within 24 hours. I managed to do it completely. When I tried to withdraw (approx. €2,800), it said I had to verify my identity. I submitted all the documents. After that, nothing. They said a message takes so long because of holidays, etc. Nothing since then. I then played down to €2,000 and then stopped playing. Scam, scam, scam... They took all my money! They simply withdrew €2000 and left me with my €25. I can't even withdraw the €25 because the KYC verification still isn't complete... This casino is a complete scam...
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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
Dear Pr1nC1pia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
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?
Additionally, could you please clarify whether the €2,000 are still in your account? Alternatively, have the funds been lost during regular gameplay?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila G.
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1 month ago
TranslationI submitted all the required documents. I received this email the day before yesterday. It told me I had mixed funds, which is simply a lie. I completely fulfilled all the bonus requirements and still had approximately €2000 in my account. This money was completely withdrawn, and the €25 I deposited was left in the account. Unfortunately, I can't even withdraw this money because my KYC verification is still not complete. I took screenshots of everything, which clearly show that I had fully completed my bonus.
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1 month ago
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Still no one has contacted me and my KYC verification is still pending. My €2000 was simply stolen by the casino, leaving only €25 in the account... This is a fraudulent casino, and support has only contacted me once so far... Otherwise, nothing at all...
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1 month ago
Dear Pr1nC1pia, Thank you for your response. I appreciate the details you provided in the attached email. It appears that during the period when other promotions were in effect, the 777% Boost promotion was still active, and the corresponding bonus amount had not yet been fully wagered.
Could you please confirm if you were aware that multiple bonuses are active at the same time?
Thank you for your patience and cooperation.
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1 month ago
TranslationNo, the 777% bonus had already ended (verifiably) and was in real money in my account. Weeks later, I used a 50 free spins bonus. I won about €12 with it. I gambled away that €12 and then canceled the bonus. There was still about €2000 of real money in my account. These 50 free spins had nothing to do with my 777% reload bonus. The bonus was completely used up, and I still had about €2000 of real money. This casino is cheating and stole €2000 of real money that I had won, and as a "goodwill" 😅, they left my initial €25 deposit in my account. I can't even withdraw that money because the KYC verification is still not complete, and I haven't received any response from support. I provided the requested information again about 5 days ago. So far, I haven't received anything. They told me I had mixed up funds, which is bullshit and simply a lie...
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3 weeks ago
Dear Pr1nC1pia, thank you for your response.
Could you please provide clarification regarding the 777% Boost promotion? I noticed in the latest screenshot you attached that there remains an amount of 259.76€ yet to be wagered from the bonus. Your assistance in providing evidence that the promotion has been fully wagered would be greatly appreciated.
Thank you for your cooperation.
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3 weeks ago
TranslationUnfortunately, I can't trace anything back to the previous transaction because all my data from Starzspins has been deleted. The only proof I have is my screenshots, which clearly show that the bonus only has €259.76 left to wager in one image, and I still have €2237.74 in my bonus balance. Even if I wager 260 spins at €1 each, there's still plenty of money left. I had to wager €7510.27. In the next image, you can see that I completed the bonus wagering requirements and had €2399.58 in my account, which was transferred to my real money balance for withdrawal. The KYC process is still not complete. As far as I can see, there are already several cases of fraud involving Starzspins.com. The last photo shows the beginning of the bonus. I transferred €25 in cash and received a 777% bonus. After that, I had to wager the €7,510.27 within a specified timeframe, and then the remaining balance would be credited to my account as real money. I fulfilled all the conditions. Even my girlfriend was there live. The money was then simply stolen from my account, and as a gesture of goodwill, they left me €25 in my account... that was my initial real money deposit. I can't even withdraw that money from these scammers because my KYC is still not complete. Unfortunately, my entire game history from Starspinz has been deleted, so I probably can't prove anything, but the screenshots say it all anyway... They told me everything would take longer because of Christmas. 😂😂😂 Today is February 4th. It's 2026 and these cheap scammers still haven't done the KYC... They're so cheap and messed up. So much for 3 days... There's absolutely no response from support anymore... Just nothing....
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2 weeks ago
Dear Pr1nC1pia,
Thank you for your response.
In your previous message, you indicated that the 777% bonus had verifiably been ended. If possible, could you kindly provide a screenshot of your bonus history for our review? If the casino has removed your bonus history, a screenshot confirming this would also be greatly appreciated. Additionally, could you please advise whether you attempted to request a withdrawal of the winnings from the 777% bonus prior to activating the 50 free spins?
Thank you for your cooperation.
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1 week ago
Dear Pr1nC1pia,
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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4 days 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,
Attila
Casino.Guru
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4 days ago
We’ve reopened this complaint at the request of Pr1nC1pia. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Dear Pr1nC1pia, could you please reply to my previous message?
Thank you in advance.
