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Good afternoon,

I ran into a problem with withdrawing my money. First of all, I tried to contact the support to add my bank card for withdrawing money, they replied that they did not have the opportunity, although before that I had invested money from this card. then I tried to make a transfer through a crypto wallet (tron). so they allow to make a withdrawal request, but the results are denied to me. tell me how to withdraw.

добрый день,

столкнулся с проблемой с выводам своих денег. Прежде всего, я попытался связаться с суппортом, чтобы добавить свою банковскую карту для вывода денег, они ответили, что у них нет возможности, хотя до этого делал вложение денег с этой карты. затем попробивал сделать перевод через крипто кошелёк (трон). так они разрешают делать запрос на вывод, но в итоги отказывают мне. подскажите как вывести.

Dear winzip1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

For a test, I tried once to withdraw money through the Tron electronic wallet, and it turned out, there was a small amount, and through a payment card they lack such an opportunity

And wrote to the support about the problem, they replied:

"You need to submit a request for withdrawal of funds to the details 5354*****5728 later"

I write to them:

So now you have to wait when you confirm this remedy?

Caliper:

This method is temporarily unavailable.

I:

So when will this method be available?

Caliper:

There is no way to guide you in time.

I:

Vladislav have a question? Has my account been verified? If not, how to get through it, and maybe you need to go through for a bank card?

Caliper:

Account verification is at the discretion of the bookmaker. If necessary, you will be notified.

They don't give me credit card verification, and won my winnings without an active bonus.

Для пробы попробоваль один раз сделать вывод денег через электронный кошелек трон, и получилось, там было маленькая сумма, а через платежную карту недоют такой возможности

И писал суппорту о проблеме они ответили:

"Вам необходимо оформить запрос на вывод средств на реквизиты 5354*****5728 позднее"

я им пишу:

Так теперь нужно ждать когда вы подтвердите это средство?

Суппорт:

Данный метод временно недоступен .

Я:

Так когда этот метод будет доступен?

Суппорт:

Нет возможности сориентировать Вас по времени .

Я:

Владислав есть вопрос? А на мой аккаунт сделано верификация? Если нет как её пройти, и может нужно и для банковской карты пройти?

Суппорт:

Верификация аккаунта происходит на усмотрение БК .В случае необходимости Вас оповестят .

Они мне недоют сделать верификацию на кредитную карту, и свой выигрыш выиграл без активным бонусом.

Thank you very much winzip1997 for your reply. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi winzip1997,

I've just reviewed your case and am sorry to hear about your concerns. I will try to help you by contacting the casino.

Dear 888Starz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you provide any specific reason for why the player has been experiencing problems with the withdrawal of the winnings? Could you please also specify if the player's account has been verified or not?

I'm looking forward to hearing from you.

Regards,

Natalia

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.

Hi winzip1997,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Authority (https://www.curacao-egaming.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of 888Starz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Additional message from the casino representative:

"The player complained about the impossibility of withdrawing funds to the card. In order to withdraw funds, the Operator said that the card must be verified for withdrawal. However, according to the information that we have today, the user did not verify the card and did not attempt to withdraw funds to this card.

The user tried to withdraw via crypto, i.e. to the method for which there is a percentage rule for withdrawal in the form of the sum of deposits from crypto and fiat in this case. The vast majority of the user's deposits were from the card.

As far as I understand, he applied once, the operator’s recommendations were not followed, he could not withdraw crypto, after that lost all the money on his balance and stopped playing on our website.

This is the maximum information that can be extracted over such a long period of time."

Dear 888Starz Casino, could you please share any more information, though it's an old case? When the player submitted the complaint they claimed to try to withdraw to their MasterCard card but it was unavailable, that's why the player requested a payout to a crypto-wallet. Do you have any supporting evidence that proves that the player was requested to verify their card?

When did the player play for the last time?

Dear 888Starz Casino, we'd like to ask you to provide more information regarding the case. I'll set the timer for another week. If no more evidence is presented in the set timeframe, the complaint will be closed as unresolved.

Unfortunately, we haven't heard from the casino for a while, and without sufficient evidence, we are forced to close this complaint as unresolved again.

We’ve reopened this complaint at the request of 888Starz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino Guru team,

Dear Player,

After reviewing this situation on our side, we would like to clarify several important details:

The player’s last deposit and activity occurred in 2022.

At that time, the withdrawal request submitted on 26.11.2022 was rejected because the withdrawal conditions had not been met.

The player’s verification process was never successfully completed, which is required for any withdrawal according to our security and AML procedures.

The user did not provide the requested verification documents and did not contact our Security Department afterward, despite several instructions to do so.

Following this, the player continued gambling and reduced his balance to 3 EUR, after which no further withdrawal attempts or communication from the user were made.

Based on these facts, we confirm that:

✔️ All previous withdrawals made by the player prior to this situation were successful.

✔️ The last rejected request was due to unfulfilled withdrawal requirements, not a technical issue or platform error.

✔️ The casino did not receive any additional documents or responses from the player to proceed with verification.

We remain fully open to cooperation. If the player wishes to continue the verification process or provide the required information, we will gladly review the case again.

Best regards,

888STARZ Team

Thank you for the clarification, 888STARZ Team.

Dear winzip1997,

Please let me know whether the above is accurate or share any further thoughts you may have.

Dear winzip1997,

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.

Dear winzip1997,

We understand that a considerable amount of time has passed since you filed your complaint. Despite multiple attempts to reach you, we have not received any response. Regrettably, we must close this complaint as rejected. We would like to thank the casino team for their cooperation and willingness to address all past concerns.

Please feel free to reach out if you encounter any issues with this or any other casino in the future, and we will try our best to assist you.

Best regards,

Michal

Casino Guru