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Hello, I made a withdrawal of 500 euros since the 24th of December, 2023, and so far, I have received nothing. There has been no progress, and the support staff keeps telling me to contact the finance department. I feel like I've been writing an email every day and still nothing has happened! I am extremely angry; I want my money! I am also fully verified!

Hallo ich habe eine auszahlung von 500 euro getätigt seitdem 24.12.23 und bis heute kam nichts an es tut sich nichts die supporter schreiben ständig ich sollte mich bei der finanzabteilung melden , ich habe jeden tag gefühlt eine email geschrieben und es kommt nichts !! bin stink sauer will mein geld haben! ich bin auch komplett verifiziert!

Hello Face09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stelario Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I'm definitely verified, but I don't remember the exact date. I played normally without a bonus, i.e. with real money. And the finance department hasn't responded for days, nothing has come and it's not normal. Actually it took 3-5 working days for it to be paid out, for me it's already been 3 weeks!!

Guten Tag , also verifiziert bin ich aufjedenfall aber weiß nicht mehr genaue Datum ich habe ganz normal gespielt ohne Bonus also mit echtgeld. Und seit tagen antwortet die finanzabteilung nicht es kommt nichts und es ist nicht normal eigentlich waren es 3-5 Werktagen das es ausgezahlt wird bei mir sind es schon 3 Wochen!!

Thank you Face09 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Face09,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Stelario Casino representative to join this conversation.

Dear Stelario Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello Mirka, as mentioned, I sent an email to the finance department last week and another email today, there is no response, my money has not been paid out to this day.

Hallo mirka also wie erwähnt habe ich letzte Woche eine Email an die finanzabteilung und heute noch eine Email geschickt es kommt keine Antwort mein Geld wird nicht ausgezahlt bis heute nicht .

Dear Face09,

The risk department of Stelario Casino has carefully reviewed your compliance.

2023-12-24 02:49:01 You have submitted a request to withdraw funds.

2023-12-25 10:13:05 Your request for withdrawal of funds was successfully completed by our financial department.

Also 2023-12-25 10:15:19 the financial department notified you by email that your payment was successfully completed.

If you claim that your funds never arrived in your account, then we ask you to send a bank statement on the movement of funds in the bank account from December 25, 2023, to January 19, 2024, in .pdf format to email to the finance department: kyc@stelario.com

Best wishes,

Stelario Casino Risk Department.

Hello Face09,

I wanted to follow up on your withdrawal request and kindly request that you provide us with a copy of the bank statement that was mentioned earlier. This will help us look into the matter and resolve it as quickly as possible.

Thank you so much for your cooperation.

Warm regards,

Mirka

Hello Mirka, I sent the documents there and sent them to you again by email

Hallo mirka , ich habe die Unterlagen dort hin geschickt und Ihnen auch nochmal per Email zukommen lassen

Good afternoon Mirka, everything worked out, the payout finally came today, thank you for the work..

Guten Tag mirka , es hat alles geklappt es ist endlich heute drauf gekommen die Auszahlung ich danke Ihnen für die Arbeit ..

Dear Face09,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru