Stellar Spins Casino - Player's withdrawals are missing.

Okay, yesterday I was playing and one big and withdrew 3x $10,000 and then this morning was playing again and withdrew $2000. I have tried to look for the transactions in my history and they are not showing up other smaller ones are anything under 1000 is showing up but the larger amounts are not showing up and I’ve contacted live chat and they are saying that no withdrawals of $10,000 have been made at all. I did use the MasterCard withdrawal system instead of the local bank one. because at the time I didn’t know I was meant to use local bank I don’t have any proof of the withdrawals, but if need be, I will go back through my game history to find the gap. I have uploaded a few screenshots of me playing but that’s about all I have.

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Dear Reecetor,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify whether your winnings have been recorded in your game history?
• Do I understand correctly that you didn't receive any confirmation (for example via email) after you requested your withdrawals?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Reecetor,

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,
Kristina
Casino.Guru