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Subject: 888STARZ – Deposit of 500 EGP Not Credited Despite Successful Transfer

Dear Casino Guru Complaints Team,

I am submitting this complaint against 888STARZ regarding an unresolved deposit of 500 EGP that has not been credited to my gaming account.

User ID: [redacted]

On 20 April 2026 at 04:54 AM, I deposited 500 EGP via Etisalat Cash using the payment details displayed directly on the 888STARZ deposit page. I copied the recipient's number directly from the platform and completed the transfer successfully.

After the transfer, the deposit was never credited to my account. The transaction status on the platform showed "Rejected by agent."

From the beginning, I fully cooperated with the operator and provided every document they requested, including:

The transaction receipt.

Screenshots.

A complete, unedited verification video recorded from another phone.

An official confirmation from e& Egypt (Etisalat) following their technical investigation.

My telecom provider officially confirmed that the transfer was successfully completed and that the funds reached the recipient associated with the operator's payment network.

For more than one month, 888STARZ consistently maintained that their agent had not received the funds and repeatedly instructed me to contact my payment provider. I followed every instruction they gave.

However, after more than one month, the operator completely changed its explanation. They no longer claimed that the agent had not received the funds. Instead, they stated that the payment details shown on my receipt did not match the payment details assigned to my deposit request, alleging that the money had been sent to a different account.

This new explanation directly contradicts everything they had been telling me throughout the previous month.

I repeatedly asked the operator to clarify:

Why this alleged mismatch was never mentioned at the beginning of the investigation.

Why I was repeatedly instructed to contact my payment provider if the real issue was supposedly incorrect payment details.

How the payment details could be incorrect when I copied them directly from the deposit page provided by their own platform.

Despite these questions, I never received a clear explanation or any supporting evidence.

I have attached the complete email correspondence between myself and 888STARZ, documenting my numerous attempts to resolve this matter directly with the operator. The attached emails clearly demonstrate my full cooperation, the extensive evidence I submitted, and the operator's inconsistent explanations throughout the investigation.

I respectfully request that Casino Guru independently review this case and evaluate whether the operator handled this dispute fairly and consistently.

Thank you for your time and assistance.

Kind regards,

[redacted]

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Stay safe.

Dear Kapo,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with the deposit to 888STARZ.

To better understand your situation and assist you effectively, could you please provide us with some additional information? We would like to clarify the following:

• Have you made previous successful deposits using the same payment method in the past?
• Are you able to view the status of your deposit in the casino in your deposit history found in your player's account? Please post a screenshot of your casino account's deposit history.
• Could you please share a screenshot of the payment instructions as they appear when attempting to deposit in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at jean.s@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I'm sorry. I do not see the screenshot for your deposit history with the status "Rejected by agent." Please post it again.

You mentioned in your previous message that you attached some files but the following were not attached:

• nomercy.pdf.
• gmail_star4.pdf.
• Gmail - Re: FINAL LEGAL NOTICE...pdf.

I have received your email. If the previous files were not included in the files you sent me in your email, then please forward them.

Please also forward evidence where the casino support suddenly changed their explanation and claimed that the payment details do not match.

Indeed, I have already sent you all of those supporting documents via email because it is not possible to upload PDF files here.Thank you as well for your efforts to help resolve this matter.

Dear Kapo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej L., (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Kapo, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing deposit. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of 888Starz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s deposit has been refused by agent and where did the money go after rejection? I would also appreciate if the casino could provide us with any and all relevant evidence:

• the recipient details generated for the player’s specific deposit request;
• the request or transaction ID, creation time and validity period;
• an explanation of the exact mismatch identified;
• the result of the payment provider’s or agent’s investigation into recipient 01035797081 and transaction reference 019310491250; and
• the relevant account ledger or deposit-status record explaining "Rejected by agent."

Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. Thank you for your patience and cooperation in advance.

Hello,

Thank you for your message.

To proceed with the investigation, we kindly request the player's Player ID and proof of the transfer (receipt).

Once the requested information is received, we will review the case and provide an update.

Kind regards,

888STARZ Team

Hello,

Could you please provide a payment receipt where the date and time of the transaction are clearly visible? This information will help us check the payment details further.

Thank you.

Dear 888STARZ Team,

I have attached the payment receipt once again, although this is far from the first time I have provided it.

Honestly, I have lost count of how many times I have been asked to submit the same information. Throughout this case, I have already provided my Player ID, the payment receipt, transaction history, screenshots, a complete verification video, an official confirmation from my telecom provider, and the full email correspondence documenting every stage of this dispute.

If you had carefully reviewed the case file—or even my deposit history—you would understand why I find these repeated requests extremely disappointing. I have been a customer for years and have made numerous successful deposits, many of them significantly larger than 500 EGP. This case is clearly not about the value of the money. It is about fairness, transparency, and ensuring that the truth is not ignored.

During more than one month of communication, I fully cooperated with every request. Despite that, I received conflicting explanations and repeated requests for documents that had already been submitted multiple times. This approach is frustrating and gives the impression that the investigation is being unnecessarily prolonged.

I have also reviewed several complaint cases involving 888STARZ and became concerned after noticing a similar pattern of repeatedly requesting documents that had already been provided instead of addressing the core issues. I sincerely hope this case will be handled differently.

At this stage, I respectfully believe the focus should be on answering the questions raised by the Casino Guru Resolver, particularly regarding the recipient details generated for my deposit request, the exact reason for the alleged mismatch, the payment provider's investigation, and the evidence supporting the status "Rejected by agent."

I have fulfilled every request made of me. I now respectfully expect the same level of cooperation, transparency, and accountability from 888STARZ.

Thank you.

Dear 888STARZ Team,

I would also like to remind everyone of a very important fact that is already documented in our previous correspondence.

For more than one month, your support repeatedly instructed me to contact the payment provider because, according to your investigation at that time, the payment had not reached your agent's wallet yet. At no point during that entire period did anyone tell me that the recipient number was incorrect or that the payment details did not match.

Following your instructions, I contacted the payment provider, submitted a formal complaint, and after their investigation they officially confirmed that the funds were successfully delivered to the recipient number that I copied directly from your deposit page.

Only after I presented this official confirmation and escalated the matter did your explanation suddenly change. Instead of claiming that the funds had not reached your agent, you began claiming that the payment details were different and that the money had been sent to another account.

These are two completely different explanations.

If the payment details had truly be

For clarity, I am attaching once again:

My formal complaint submitted to the payment provider.

The payment provider's official response confirming that the funds were successfully delivered to the recipient.

I respectfully ask both 888STARZ and Casino Guru to take this contradiction into consideration while reviewing this case, as it is central to the entire dispute.

Thank you.

Thank you, dear Kapo, for providing the details and additional information.

Dear 888Starz Casino, I believe the player has provided enough details tto be able to identify the payment. Please let us know once the investigation has been finished, and let us know of your findings.

Hello,

We would like to provide you with an update regarding your case.

After an additional and final review of the payment details, video materials, and transaction information provided, our team has confirmed that the funds from this payment were not received by 888STARZ.

Based on the final verification result, we kindly recommend contacting the bank or payment provider from which the payment was made in order to clarify the transaction status and request assistance with the return of the funds.

We understand that you may have previously received different updates while the case was being reviewed. However, after completing the full verification process, this is the final information confirmed by the responsible team.

We hope this helps clarify the situation and recommend contacting your bank for further assistance with the payment return.

Best regards,

888STARZ Team

Dear Matej,

The casino's latest response is deeply disappointing because it completely avoids the questions you specifically requested them to answer.

Instead of providing evidence, they simply repeated the same unsupported claim that "the funds were not received" and advised me, once again, to contact my payment provider, despite the fact that I already did so months ago.

I submitted a formal complaint to e& Egypt, provided the official complaint reference number, and submitted the official response confirming that the transfer was successfully completed to the recipient number copied directly from the 888STARZ deposit page. These documents have already been provided to both the casino and Casino Guru.

What is even more concerning is that the casino has repeatedly changed its explanation.

- For more than one month, I was told that the funds had not reached their agent, and I was instructed to contact my payment provider.

- After I submitted the official confirmation from my payment provider, the explanation suddenly changed to an alleged mismatch in the payment details.

- Now, even that explanation has disappeared, and the casino has returned to its original claim that the funds were simply not received.

These are contradictory explanations regarding the same transaction.

More importantly, the casino completely ignored every specific question raised by the Resolver. They did not provide:

- the recipient details generated for my deposit request;

- the transaction/request ID and validity period;

- any evidence supporting the alleged payment mismatch;

- the result of their payment provider's investigation;

- or the internal record explaining the "Rejected by agent" status.

Repeating that "the funds were not received" is not evidence. It is merely an unsupported statement.

Throughout this case, I have fully cooperated and provided every document requested: the payment receipt, transaction history, screenshots, verification video, the official complaint submitted to my payment provider, the provider's official response, and the complete correspondence with the casino.

I respectfully request that the casino now be required to support its claims with verifiable evidence instead of repeating changing explanations that are not supported by any documentation.

Thank you.

After reviewing a significant number of public complaints against 888STARZ, I noticed that a considerable number involve players from Egypt reporting very similar deposit-related issues, repeated requests for the same documents, prolonged investigations, and conclusions that are not supported by verifiable evidence.

In my opinion, this recurring pattern raises serious concerns about a systemic issue within the payment network or the handling of deposit transactions for the Egyptian market. If an official investigation by the payment provider confirms that the funds were successfully delivered to the recipient while 888STARZ maintains that the funds were never received, this points to an internal issue that the casino should investigate and resolve instead of repeatedly placing the responsibility on the player.

In any event, a player should not become the victim of an internal problem involving 888STARZ, its payment agents, or its payment providers. I followed the deposit instructions exactly as displayed on the casino's platform and transferred the funds to the payment details provided by the casino. Therefore, any issue arising after that falls within the casino's responsibility, not the player's.

Dear 888Starz Casino,the bank has confirmed the money transfer to be successfull, and reaching its destination. The player has done everything you have asked for - provided bank statements, payment confirmations, signed documentation and answered all the questions. Since I have not received any counter-evidence from yourself, I believe it is safe to say the issue must have happened somewhere between the processing agent and the casino. As such, I believe there is nothing more to investigate or a different avenue to look into.

The best course of action is to credit the player's gaming account with 500 EGP and then resolve the issue of any missing money internally, with the agent in charge of this transaction or the finance department.

Please, let me know if you agree with the above, or have a different proposal in mind. Thank you.