Starda Casino - Pelaajan kotiuttaminen viivästyy vahvistuksesta huolimatta.

Initially, the verification process went smoothly. I made several deposits and withdrawals without any issues. Suddenly, I was asked to provide additional verifications like a video selfie. I complied with this request, and it was accepted. Deposits are still being accepted, but my withdrawal is not being processed, and the money is being withheld.

Zunächst lief die Verifikation problemlos. Ich habe etliche Male eingezahlt und ausgezahlt. Plötzlich musste ich weitere Verifikationen wie ein Video Selfie liefern. Dies habe ich gemacht und es wurde akzeptiert. Einzahlungen werden natürlich weiterhin akzeptiert aber meine Auszahlung wird trotzdem nicht bearbeit und das Geld einbehalten

Dear Acarje,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your game history has been successfully checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear Acarje,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.