The player from Brazil faced difficulty withdrawing funds after the casino took 13 days for account verification. Despite the deposit feature working, he could not see his deposit on the withdrawal screen. Support suggested using a VPN from Germany or another device, which he believed was irrelevant to the issue. We investigated the complaint and communicated with the casino, which explained the issue related to multiple active promotions and their terms limiting maximum winnings withdrawal. The player was advised to contact the casino for payout within those limits. Although the player reported that the withdrawal options remained unavailable and communication with support was poor, the casino eventually returned the agreed sum to his account balance. The complaint was marked as resolved after the player confirmed the issue was settled.
Starzspins Casino - Player’s withdrawal is delayed.
Case closed
Amount: €120
Starzspins Casino
Safety Index:HighCase summary
Translation
Hello again casino guru, I come here to ask you to help me with this withdrawal, because this site took 13 days to verify the account and now strangely it is preventing me from withdrawing, the deposit mode is working normally while the deposit does not appear on the same deposit screen to request a withdrawal, I talked to support and they just ask me to use VPN from Germany or use another device which clearly has nothing to do with it. and possibly they are stealing personal data (I'm not saying, that's what I researched about this site) so please help me once again! thank you in advance.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please describe the issue with withdrawing your winnings in more detail?
- Is there no payment method you can choose for the withdrawal of your winnings, or are you not willing to use the available withdrawal methods?
- Have you made any successful withdrawals from this casino before?
- Have you made sure to fulfill all the wagering requirements before attempting to withdraw your winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Translation-Could you describe in more detail the problem with withdrawing your winnings? ANSWER: So I won 2 different promotions, 20 spins with maximum winnings of 43 EUR and 50 spins with maximum winnings of 43 EUR as well. After that I played some more and reached the amount of 120.00 EUR. Then I tried to withdraw and was asked for KYC verification, I sent the documents and 13 days passed after a lot of insistence from me for verification to be completed, after that I tried to withdraw and the withdrawal screen didn't appear, it only showed the amount available for withdrawal and nothing else, while the deposit screen worked normally, then after talking to several agents, one talked to me and said that first I would need to deduct my balance from the maximum winnings, so far so good, but it was deducted to 43 EUR not 86 EUR, so I questioned and he told me that it is not valid to get more earnings if the balance is not zero, but the promotion was active normally, which should have a blocking system, and I did not see any terms regarding this, so I said I would proceed with the complaint and they simply deducted my balance to zero and also deactivated the live chat. Strangely enough, I'm beginning to wonder about the data theft I've researched on other sites. So it begs the question, did they just want my data?
-Is there no payment method you can choose to withdraw your winnings, or do you not want to use the withdrawal methods available?
Have you ever made a successful withdrawal from this casino? ANSWER : there are only two withdrawal methods, credit card and cryptocurrencies (both don't work) and I have never made any withdrawals, it would be the former.
-Did you make sure you met all the wagering requirements before trying to withdraw your winnings? ANSWER: Yes, I clearly observed and completed the bonus requirements, without breaking any rules or placing high bets.
Thank you for your response. To proceed with the investigation, kindly forward me all the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. I appreciate your cooperation.
TranslationI've forwarded you the email conversations, as you can see, I've tried several ways to resolve it, and to make matters worse, when I said I was going to open a complaint here, they deducted my balance to zero. Which further reinforces my suspicion of data theft
Dear dsdasd
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, Peter (peter.c@casino.guru). 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,
Veronika
Hello there,
Thank you dsdasd for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Starzspins Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear dsdasd, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear dsdasd, I would like to update you on where we currently stand in this situation. According to the casino, you have claimed and played multiple promotions consecutively while still holding an active promotional balance. According to terms and conditions, promotions remain active until the entire bonus balance is withdrawn or lost, regardless of wagering completion. The casino representative has stated that they have offered to proceed with a payout limited to the Max Cashout of the first promotion. During the exchange, you have supposedly made strong accusations and threats in communication with the casino's support team and subsequently requested that live chat be disabled. I was told that if you would still like to proceed with this offer, you can contact the casino through email.
Our stance on the situation is that we recommend that casinos implement software restrictions so that the players cannot unknowingly break the rules. While we acknowledge that this may not always be feasible due to limitations from game providers and other factors, we suggest that casinos consider a warning system in the form of a pop-up notification, reminding players that the bonus terms and conditions remain applicable even after wagering is completed. Did you receive any such warning during your gameplay? Thank you for your clarification!
TranslationI accept, I didn't make any accusations, I just told them that I would open a complaint here, and there is no balance in my account, besides there is no withdrawal option only deposit, I will contact them! I hope they open the withdrawal option! It would be interesting to have a more intelligent way to complete the bonus, or actually have some popup warning about bonuses! Please keep the complaint open until the withdrawal is completed! Thank you very much
Dear dsdasd,
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.
TranslationI contacted you by e-mail and was totally ignored, no answers, and my balance is still at zero with no withdrawal options, I don't understand why you ignored my previous reply and opened another 7 days again, what should be done is for Casino to make the payment.
Dear dsdasd, I wanted to inform you that I have not yet received any new communications from you via email. However, if you were referring to the casino not responding to your inquiry, please rest assured that I have informed them of your message. I will keep you updated on any new developments as they arise. Thank you for your understanding and patience during this time!
Translationso I don't understand, you want me to send you what by email?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationThey don't answer my email, the live chat only gives promises of resolution and nothing is done! These guys are playing me for a fool!
Dear dsdasd, the casino has informed me that the agreed-upon sum has been returned to your account balance and you should be able to withdraw it at your earliest convenience. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
TranslationAs you can see, the withdrawal OPTIONS do not exist, ONLY the deposit, so returning my money and not releasing the withdrawal does not solve the problem, in addition the support only tells me that it will be solved and this problem has been since January of this year, so if they really want to solve the problem they would make the payment manually since the site's payment system does not work, as in the photos I sent my cryptocurrency wallet on the 9th and well before that I send them a message by email and I am not answered. support asks me and I am not answered! So my communication with this administration only comes from you! So the big problem is this, NO WITHDRAWAL OPTIONS! I have a video I recorded of the withdrawal request that doesn't work, if you want I'll send it to you by e-mail!
Dear dsdasd, I am in contact with a casino representative about the issue. I will keep you updated about any new developments. Thank you for your patience during this time!
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear dsdasd,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Peter
