Starda Casino - Vastuullinen pelaaminen: Pelaaja vaatii hyvitystä ja tilin sulkemista.

The Starda Casino has not closed the gaming account, even though there is considerable gambling addiction. I am registered with OASIS and banned from all Galaktia N.V. due to addiction. Starda has disregarded this and approved deposits exceeding 9500€. I have demanded a refund and the immediate closure of the account. Unfortunately, there is no response.

Das Starda Casino schließt das Spielkonto nicht obwohl eine massive Spielsucht vorliegt. Ich bin bei OASIS und bei allen Galaktia N.V. Wegen der Sucht gesperrt. Starda hat dies missachtet und Einzahlungen über 9500€ genehmigt. Ich habe eine Rückzahlung und die sofortige Schließung gefordert. Leider keine Rückmeldung.

Dear anettraabe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starda Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your Starda casino account is currently closed?
• Could you please explain in more detail your arrangement regarding your ban from Galaktia N.V. casinos due to gambling addiction?
• Could you please send me the correspondence between you and Starda Casino regarding the issue?
• Please send me the correspondence regarding this to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent you the email correspondence. My account is still open at Starda and deposits are theoretically possible. The email with an urgent request to close the account due to massive gambling addiction remained unanswered ( supprt-en@starda.casino ) I sent the same email again to support-vip-starda@starda.casino . I was then forwarded to Galaktika NV. No response so far. Account still open.

Ich habe Ihnen den Emailverkehr zukommen lassen. Bei Starda ist mein Konto weiterhin geöffnet und Einzahlungen theoretisch möglich. Die Email mit eindringlichem Wunsch das Konto wegen massiver Spielsucht zu schließen blieb unbeantwortet (supprt-en@starda.casino) Die selbe Email habe ich nochmals gesendet an support-vip-starda@starda.casino. Da wurde ich an Galaktika N.V. weitergeleitet. Bisher keine Rückmeldung. Konto weiterhin geöffnet.

Thanks for your emails.

Please note that casinos licensed under Curaçao Antillephone are not obligated to self-exclude you across multiple casinos if you requested a self-exclusion in only one or multiple related casinos in the past.

That is why I would like to ask you for proof you are supposed to be self-excluded from all websites of this operator. Please explain in more detail the circumstances of your self-exclusion with the operator.

You did well to contact the casino repeatedly to protect yourself from further harm, however, to request a refund of your net deposits, we'll require this proof.

I'll await your reply.

I sent them an email with all the facts. Kind regards

Ich habe ihnen eine Email geschickt mit allen Fakten. MfG

Thanks for your messages and the clarification.

• Has the casino reopened your original account, or has the casino allowed to open you a new account in January?
• Do I understand correctly you lost the proof regarding requesting a self-exclusion in July last year?

Without it, we can't confront the casino.

I'll await your reply.

Yes, the original account was reopened in January.

Emails are generally not stored for longer than 90 days. That's why, of course, I no longer have the email traffic from July 2023. But I am verifiably blocked from all Galaktika NV casinos. Only Starda reopened my user account.

Ja, das ursprüngliche Konto wurde im Januar wieder eröffnet.

Emails werden in der Regel nicht länger als 90 Tage gespeichert. Deshalb habe ich den Emailverkehr von Juli 2023 natürlich nicht mehr. Aber ich bin bei allen Galaktika N.V. Casinos nachweislich gesperrt. Nur Starda hat mein Nutzerkonto wieder eröffnet.

Thank you very much, anettraabe, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello anettraabe,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Starda Casino,

Could you possibly provide additional information regarding the account closure request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello dear player and Casino Guru representatives,

We have emailed additional information regarding this situation.

Best regards,

Starda Casino!

Dear anettraabe,

As per the information provided to me, I can see that your situation is as follows:

1. You have requested self-exclusion from the Starda Casino for 6 months
2. You have requested self-exclusion from all Galaktika N.V.-owned casinos
3. After the period of 6 months had passed, you have played again in Starda Casino
4. When you requested another self-exclusion from the Starda Casino, your account was blocked immediately.

Could you confirm this information?

Hello,

I can partially confirm that. I applied to Starda for a 6-month break from playing. Correct.

During this time, however, I was blocked from all Galaktika casinos because of my gambling addiction. (Or applied for a BLOCK at Drip.casino and was permanently blocked across all Galaktika Casinos due to gambling addiction)

How can it be that Starda can reopen the account after 6 months. A SUSPENSION must outweigh a break in the game!

Shortly after the escalation with the high losses, I contacted Starda. The account was not directly blocked at this time. Rather, I was referred to another responsible email that would receive complaints.

I also wrote to Galaktika NV directly. To date no response at all! The Starda account was blocked about 4-5 days after my first complaint after I threatened to get a lawyer, even though as a VIP you supposedly get help immediately. Way too late in my opinion! Starda has zero concern with responsible gaming, otherwise it wouldn't be impossible to choose settings directly in the account. I will definitely take further steps if this proves unsuccessful. Not just for me, but also for other people affected.

Hallo,

das kann ich teilweise bestätigen. Die Spielpause von 6 Monaten habe ich bei Starda beantragt. Richtig.

Im laufe dieser Zeit habe ich mich jedoch wegen meiner Spielsucht bei allen Galaktika Casinos sperren lassen. (Bzw. bei Drip.casino die SPERRE beantragt und wurde übergreifend bei allen Galaktika Casinos wegen Spielsucht dauerhaft gesperrt)

Wie kann es sein, dass Starda nach 6 Monaten dann das Konto wieder öffnen kann. Eine SPERRE muss einer Spielpause überwiegen!

Kurz nach der Eskalation mit den hohen Verlusten habe ich Starda dann kontaktiert. Das Konto wurde zu diesem Zeitpunkt nicht direkt gesperrt. Ich wurde vielmehr an eine andere Zuständigkeitsemail verwiesen, die Beschwerden entgegennehmen würde.

Ich habe im übrigen Galaktika N.V. ebenfalls direkt angeschrieben. Bis heute gar keine Rückmeldung! Das Konto bei Starda wurde ca. 4-5 Tage nach meiner ersten Beschwerde gesperrt, nachdem ich mit Anwalt gedroht habe, obwohl man als VIP angeblich sofort geholfen bekommt. Viiiiel zu spät in meinen Augen! Starda setzt sich null mit verantwortungsvollem Spielen auseinander, sonst wäre es auch nicht unmöglich Einstellungen direkt zu wählen im Account. Ich werde in jedem Fall weitere Schritte gehen, sollte dies hier erfolglos bleiben. Nicht nur für mich, sondern auch für andere Betroffene.

Dear anettraabe,

I am dealing with this issue internally with the casino. I will let you know here with any updates.

Dear anettraabe,

According to the evidence I was able to review, the casino had acted rightfully and correctly in this case. They always fulfilled your self-exclusion request, first and second time in Starda Casino, and also in all other sister casinos. And since there were no deposits done after the second self-exclusion request, there is no refund to be made.

Due to the aforementioned reasons, this complaint will now be rejected. 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.