Stellar Spins Casino - Player's withdrawal has been reversed.

Date: 9 May 2026

Player Name: Amy

Account Email: a********.com

Casino: Stellar Spins

Casino Website: stellarspins.ai

License: Curaçao Gaming Control Board

To the Casino Guru Complaints Team,

I am writing to formally lodge a complaint against Stellar Spins casino regarding the unauthorised reversal of my withdrawal, the provision of consistently contradictory information by multiple support agents, the refusal to escalate my complaint, and the systematic obstruction of legitimate withdrawal methods available to me as a player.

I am a verified player at Stellar Spins and have held an active account for approximately eight years. I have a legitimate, verified account in good standing with a documented deposit and transaction history.

I received contradictory and inaccurate information from multiple support agents

My request to escalate to a supervisor was refused without explanation

Legitimate withdrawal methods were systematically blocked without valid or consistent explanation

My bank has confirmed no issues exist on their end regarding Visa withdrawals

Support agents were unable or unwilling to provide any error codes or documentation to support their claims

I was subjected to disrespectful communication from a support agent

Evidence Available:

That Stellar Spins provide a formal written explanation for why my original $3,000 withdrawal was reversed without my consent

That Stellar Spins be held accountable for the conduct of their support agents and the systematic obstruction of legitimate withdrawal requests

I trust that Casino Guru will assist in mediating this matter fairly

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Stay safe.

Dear Aimes,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Regarding the notion that the payout was reversed in the first place without your consent, we are unable to act upon this fact alone, since, based on your explanation, you were able to request a new payout. There might be genuine, valid reasons for this casino action; and we don't penalize the practice.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hey Guru,

I am and have been 100% verified with Stellar. They are telling me something different every time I communicate with them. It is terrible terrible behaviour. They are saying something different if not everyday a couple of times a day. The money was won with a cash deposit I made. They are going around in circles with a couple of different reasons why they don't want to pay me out and each time they are asked to prove that reason they move to the next reason and so goes the merry go round

I get told I was given a no deposit bonus and that I need to check me email for evidence so they get me off chat and I have to start again. Then they tell me their systems are down and they cannot process nab cards. Then they tell me I cannot withdraw via neosurf which I can and have proved I can then they tell me that an email I have attached to me neosurf account which has nothing to do with the withdrawal is not the same as the one on me Stellar account so they won't so that withdrawal either. Then they aya I am only allowed to withdrawal $200 because I used a bonus and the T&C's state that all I can get but be abuse I'm a VIP they will settle at giving me $1000. Then they cannot prove that I used a bonus because I didn't and the circle of lies goes around.

It's frustrating because they are very clearly lying.

Regards

Amy

VIP Stellar Casino

Thanks for the update.

I am sorry to hear about the recent developments.

• Do you have access to your player's account?
• Could you please share screenshots of your bonus history from the relevant time period?
• Could you please share a screenshot of your deposit history from the relevant time period?
• Could you please share the communication between you and the casino regarding the claims you have played with bonuses, and your winnings are subject to a maximum cashout limit? Share this evidence with me via email at tomas@casino.guru or post screenshots here.

Dear Aimes,

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.

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,
Tomas
Casino.Guru