Starda Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hello Casino Guru

My name Julija

I registered STARDA Casino on 2 September 2025, this means 3 months ago.

Same day (2 september) I made deposit in crypto currency Ethereum approximately 600 EURO.

I played online slot and won approximately 5600 EURO.

On the next day I made withdraw request, and after that my account has been blocked.

I received email

"Your account was blocked for additional verification. In order for us to pass the request to unblock your profile, you need to receive a video call. It is neсessary for you to show your face to the camera, as well as your identity document, and also answer a few questions about your account. If it is convenient for you to do it in the nearfuture, please, contact the support chat."

I answered all questions about my account to casino representative.

Few days later I received email 

"You need to provide a photo of original contract of phone number ownership (not in electronic variant) and a video selfie with it (not less than 5 seconds long). Also you need to provide a photo of the document, that confirms your residence in Estonia"

On 8 September 2025 I provided two documents : "contract of phone number ownership" and "photo of the document, that confirms your residence in Estonia"

And also I provided two video selfies with these documents.

On 8 September 2025 I contacted STARDA Casino by email and asked "Documents accepted?"

On 8 September 2025 I received response "Yes, your documents have been accepted." 

After that I sent alot of emails to STARDA Casino - I asked about my profile.

On 1 December 2025 I received email 

"Hello. Your account has been permanently blocked, and funds have been deducted from your balance in accordance with the site's rule 5.3."

Casino Guru please help me

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear JULIJA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Could you please clarify the following:

• Do I understand correctly that you sent the most recent verification document on 8 September 2025?
• Have you supplied all the requested documents promptly and in the correct format?
• Did you play with bonus money or free spins?

I have also reviewed rule 5.3, which says: 5.3. By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account.

• In light of this rule, could you please provide us with any correspondence you have had with the casino regarding the rejection of your documents?

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

Petra

Do I understand correctly that you sent the most recent verification document on 8 September 2025?

yes , correct. I sent two documents, two videos with documents AND complete video verification with questions about my account.

Have you supplied all the requested documents promptly and in the correct format?

Yes, of course. Documents were accepted.

Did you play with bonus money or free spins?

I activated welcome bonus. But first of all I played with REAL BALANCE, and I won 5600 EUR with REAL BALANCE. I did not play with bonus. I have canceled my welcome casino bonus before withdraw.

In light of this rule, could you please provide us with any correspondence you have had with the casino regarding the rejection of your documents?

In time period from 8 September 2025 until 1 December 2025 I sent alot emails and asked "is profile verification finished ?" the answer was "Your account is still being checked. Please wait until it is over. The time frame of the checking is not regulated."

STARDA Casino NOT sent me any information about rejection of my documents. According 8 September 2025 STARDA Casino email "Yes, your documents have been accepted." My documents were accepted.

1 December 2025 I received email "Hello. Your account has been permanently blocked, and funds have been deducted from your balance in accordance with the site's rule 5.3."

Petra , I can forward you all correspondence , if You need. Waiting for Your reply.

Thank you for your reply and for providing the previous details, JULIJA.

• Could you provide above metioned communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Additionally, could you kindly forward your game history from your casino account?

Thank you again for your cooperation.

Could you provide above metioned communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

I forwarded communication - emails and documents to petra.h@casino.guru. Also I completed video verification with STARDA Casino employee , and answered questions about my account, which i can not forward

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

My withdrawal request was pending on 3 September 2025, but now my profile is blocked from 3 September until now, I am unable to log in to profile and look status. Screenshot attached.

Additionally, could you kindly forward your game history from your casino account?

Screenshot attached. I only played one slot.

Dear JULIJA

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 Martina (martina.b@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,

Petra

Dear JULIJARIZENKOVA,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Starda Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account is permanently blocked?

Thank you in advance for providing the information.

Hello, dear player and Casino Guru representatives! Details on the player's case have been sent to martina.b@casino.guru.

Best regards,

Starda Casino

Dear JULIJARIZENKOVA, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina, please check our latest reply via email.

Best regards,

Starda Casino

Dear JULIJARIZENKOVA,

Could you please let me know whether you used this phone number prior to its registration with Telia?

Dear Martina

I am still using this number. Please let me know what your question is. You can call me at this number and we can discuss what you're interested in.

Dear JULIJARIZENKOVA,

I just would like to know if you have used this phone number with another provider before Telia?

Hi Martina

First of all I purchased "SUPER" Prepaid number and 06 September 2025 I decided to transition my number to TELIA postpaid contract and keep my existing number.

I attach how "SUPER" Prepaid card looks like.

Dear JULIJARIZENKOVA,

It is necessary to prove that this phone number belonged to you prior to its registration with Telia. Unfortunately, without such documentation, it is unlikely that the KYC process can continue.

Please let us know if you are able to provide the required proof.

Hi Martina

I have purchased "SUPER" Prepaid card and then put into my phone and then entered "SUPER" phone card number into STARDA Casino when I have to fill my profile details (name,surname,phone number,email and address)

STARDA Casino has a requirement to enter my phone number, I did this.

Here is a link of "SUPER" Prepaid card description and also Terms and Conditions

https://www.super.ee/en/stardikas

https://www.telia.ee/images/documents/tt/eng/konekaartide_uldtingimused.pdf

I also attach a photo of my physical "SUPER" Prepaid card.

Dear Starda Casino,

is it something that you can accept? Or there is anything else you need from the player?

Dear player,

do you have a receipt or confirmation of the transfer of your existing number? The document that you provided to us earlier does not contain information that the number has been moved.

Best regards,

Starda Casino

Dear STARDA Casino

Upon registration I entered my phone number and also verified my phone number.

STARDA Casino You can call me, or I can call You using my phone number.

I have purchased "SUPER" Prepaid card.

Here is a link of "SUPER" Prepaid card description.

https://www.super.ee/en/stardikas

TO OWN THIS CARD NO ONE DO NOT NEED TO MAKE CONTRACT

If you will travel to Estonia, you can buy same SIM card, and use it, no need to have passport or make some registration. A lot of people use sim cards like that.

My phone number is verified on STARDA Casino, and we can talk. Please call me if You want. 

This is my phone number.

I have sent You a document - confirming this.

I don't get why STARDA Casino is making such a big theatrical performance out of a simple phone number which is verified.

Dear STARDA Casino

I have just read terms and conditions paragraph 5.3 - this is the "block" reason

By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account. 

I entered information in my STARDA Casino profile

My name and surname - verified by document and online VIDEO call.

My phone number - is verified and is ONLINE available for a call.

My email is verified by link.

My address is verified by document. 

What "INFORMATION" is NOT accurate, complete and reliable ??

Can you please explain? It is total absurd. 

Dear player,

As already explained, we require clear proof that the phone number belonged to you at the time you were playing on our website.

The documents you submitted do not meet this requirement, as the mobile contract was issued on 06/09, while your gameplay began before that date. Therefore, these documents cannot be accepted as valid verification.

Until proper evidence confirming ownership of the phone number for the relevant period is provided, we are unable to proceed with your case. This requirement is mandatory and not optional.

Best regards,

Starda Casino

Dear STARDA Casino

Can you be more precise : do you need confirmation document of the transfer of my existing number ?

If not please explain what document do you need?

Dear player,

Please provide us with the document of the transfer if you have one.

Best regards,

Starda Casino

Dear STARDA Casino

Document of the transfer attached to this message

Dear Starda Casino, We kindly request you to inform us of the next steps once this document has been accepted.

Thank you very much for your assistance in this matter. Best regards,

Dear player, according to the document, the number was transferred on 06.09, and you were playing on the site on 02.09, which again indicates that the phone number did not belong to you at the time of the game.

Best regards,

Starda Casino

Dear STARDA Casino

I provided Document of the transfer as You requested.

I see that you need a different document.

Dear STARDA Casino

I attach Proof of Mobile Number Ownership

Please review this document.

Dear Starda Casino Casino,

We would appreciate it if you could kindly confirm whether the document submitted is sufficient to complete the JULIJARIZENKOVA´s verification process.

Please let us know at your earliest convenience.

Dear Martina,

We would like to raise concerns regarding the authenticity of the documents provided by the player in relation to the phone number.

Initially the player submitted a document stating that the number was transferred on September 6. However in a later submission, the document indicates that the number started being used on August 4.

Both documents contain the logo of the same telecom company, yet they clearly contradict each other in terms of the timeline. This inconsistency raises serious doubts about the reliability and authenticity of the provided information.

Best regards,

Starda Casino

Dear JULIJARIZENKOVA,

I would be grateful if you could clarify the various dates listed under the "Talia" header, as I find them a bit confusing.

Your assistance in this matter would be greatly appreciated.

Thank you for your help.

Hi 

Lets begin with STARDA Casino message :

"Please provide us with the document of the transfer if you have one."

I have provided document "mobiilisideteenuse lepingu kinnitus" which is "Mobile service contract confirmation"

This document shows the date of transfer that happened on September 6 and also document indicates "Eelnev operaator: Telia Eesti AS" - this means that previous provider Telia Eesti AS.

After this transfer document "mobiilisideteenuse lepingu kinnitus/Mobile service contract confirmation" was provided, STARDA Casino sent a message:

"Dear player, according to the document, the number was transferred on 06.09, and you were playing on the site on 02.09, which again indicates that the phone number did not belong to you at the time of the game."

I understood that transfer document DOES NOT CONTAIN information that STARDA Casino requires.

I have provided a document "tõend mobiilinumbri kuuluvuse kohta" which is "Proof of ownership for mobile number"

This document shows that number 53714098 belong to Jūlija Riženkova and also it shows "kasutamise algus" - which is "Activation date".

Activation date indicates when a SIM card goes "live" - Number birth date - August 4.

Now STARDA Casino sent a message 

"Initially the player submitted a document stating that the number was transferred on September 6. However in a later submission, the document indicates that the number started being used on August 4.

Both documents contain the logo of the same telecom company, yet they clearly contradict each other in terms of the timeline. This inconsistency raises serious doubts about the reliability and authenticity of the provided information."

Yes , number was transferred on September 6. Number 53714098 transfer happened from one service plan to another service plan (Mobiilse Elu piiramatu 5G).

Yes, number started being used on August 4. From August 4 until September 6 number 53714098 had a different Telia Eesti AS service plan, however number belong to Jūlija Riženkova.

It does not contradict each other in terms of the timeline.

Dear JULIJARIZENKOVA,

Thank you very much for taking the time to explain this matter to me. I now understand that the pre-paid card is also provided by Telia, which clears up my confusion.

Everything makes sense to me now.

Dear Starda Casino Team,

We would greatly appreciate it if you could kindly confirm whether the verification process can be completed.

Please inform us at your earliest convenience.

Dear player,

According to the documents you previously provided, it is clearly stated that your phone number was transferred to the operator’s network on 06.09, and not that your tariff plan was changed.

Therefore, we do not accept the above-mentioned explanation regarding allegedly contradictory documents, as the provided materials do not confirm a tariff change but only the number portability.

For this reason, your explanation cannot be considered valid in the context of this case.

Best regards,

Starda Casino

Dear STARDA Casino

To verify my phone number you send SMS, i received SMS and verified my phone number. 

After that You requested video verification - I completed video verification.

After that You requested two documents : "contract of phone number ownership" and "photo of the document, that confirms your residence in Estonia" - I provided both documents

After that You requested document of the transfer of my phone number - I provided document, You rejected it.

After that I provided "Proof of ownership for mobile number" - I provided this document.

I am looking forward to complete my account verification - I provided all the documents that You requested and explained in detail.

You can call me at this number and we can discuss what you're interested in.

Casino Guru , Please carefully review the documents and explanations I have provided for verification. I look forward to receiving your final conclusion.

Dear Starda Casino Team,

I have just sent an email and would greatly appreciate it if you could take a moment to review it. Thank you for your attention to this matter!

Dear Player,

Please note that the ability to receive calls or SMS on a phone number does not constitute proof of ownership of that number. Such technical access alone cannot be used as a valid verification method.

Despite multiple requests, you have not been able to provide authentic and consistent documentation confirming that the phone number belonged to you at the time of playing on our website.

Furthermore, the documents submitted by you contradict each other in terms of ownership details and timelines, and therefore cannot be accepted for KYC purposes.

For these reasons, we are unable to complete your account verification based on the materials provided.

Best regards,

Starda Casino

Dear Starda Casino,

I am reaching out again, as I have not yet received a response to my previous email. I would greatly appreciate it if you could clarify once more, either here or via email at martina.b@casino.guru, the reasons why the documents player provided were deemed insufficient. Additionally, if there are any concerns regarding the phone number potentially being associated with another player, I would be grateful for that information as well.

If I may be mistaken, I would like to clarify my understanding of the following points:

1. The player started using Telia services as a prepaid customer on August 4, 2025. (In Estonia, the SUPER prepaid card is offered by the mobile operator Telia Estonia.)
2. A postpaid phone plan contract was subsequently established on September 6, 2025.
3. The player registered with Starda Casino on September 2.

The player has provided all the documents you requested. Your assistance in helping me understand this situation would be invaluable.

Thank you for your attention to this matter.

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.

Dear Martina, please check our recent reply via email.

Best regards,

Starda Casino

Dear Starda Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear JULIJARIZENKOVA,

Would it be possible for you to provide a record or screenshot of a transaction showing the top-up of your prepaid card?

This information could help the casino better review the situation.

Thank you very much in advance for your cooperation.

Hi Martina

As you already mentioned

A postpaid phone plan contract was subsequently established on September 6, 2025.

My phone number is moved from prepaid card to monthly postpaid contact. From September 6, 2025 until now my contact is postpaid.

According to that, at this date 05.03.2026 my prepaid card can not be top-up.

I can only top-up card that has "prepaid" contract, but my contract is postpaid.

Dear JULIJARIZENKOVA,

Thank you for your reply — I understand.

What I was referring to is the period in August and September, before you changed your plan to post-pay. Do you happen to have any supporting document from that time that could help confirm that the prepaid card belonged to you?

For example, this could be an invoice, bank statement, or any document showing the top-ups or payments related to the card.

I am asking because I genuinely want to help you resolve this case. Closing the complaint as unresolved might not be the outcome you are hoping for, and providing additional supporting documents could help us move the case forward.

Thank you very much in advance for your cooperation.

Good evening.

Martina , I have sent You email with a document.

Want to make a list of actions/document I have completed for KYC verification on STARDA Casino with 8.6 rating.

1. Sent ID card front
2. Sent ID card back
3. Sent Selfie with ID card
4. Verified my phone number (SMS)
5. Verified my email with a link
6. Complete video verification through casino website (answered questions about my profile)
7. Sent Address document
8. Sent Video selfie with address document
9. Sent Contract of Phone number ownership
10. Sent Video selfie with Contract of Phone number ownership
11. Sent Mobile service contract confirmation
12. Sent Proof of ownership for mobile number
13. Sent my August 2025 bank statement
14. Sent my September 2025 bank statement

This is not enought for KYC verification on STARDA.

Hi Martina

Last message

What I was referring to is the period in August and September, before you changed your plan to post-pay. Do you happen to have any supporting document from that time that could help confirm that the prepaid card belonged to you?

For example, this could be an invoice, bank statement, or any document showing the top-ups or payments related to the card.

You requested a supporting document before I changed my plan to post-pay.

I made one top-up of my prepaid card - I have provided You information about this top-up.

I attached my September 2025 bank statement to email I sent yesterday.

I did not make other top-ups.

I have provided You with the information and document I have.

Ok, I understand. Thank you!

May I kindly ask if you have had the opportunity to send it to the casino as well? Thank you!

Dear Martina

I sent my bank statement to STARDA Casino a minute ago.

Dear Starda Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the JULIJARIZENKOVA´s verification process.

Please let us know at your earliest convenience.

Dear Martina,

To complete the verification process, the player was required to confirm ownership of the phone number at the time of playing on the website. As we explained in our latest email, this requirement was not met.

Best regards,

Starda Casino

Dear JULIJARIZENKOVA, We have discussed the issue with the casino.

Thank you for being so patient.

Dear player and Martina,

After a thorough internal review and detailed discussion of the case with our management team, we have decided to accept the documents provided by the player for the verification process.

As a result, the player’s account has now been successfully verified. Following this, the player’s winnings will be processed and paid accordingly in line with our standard procedures.

We appreciate your patience throughout this case and remain available should any further clarification be required from our side.

Best regards,

Starda Casino

Thank you Starda Casino for the update and for reconsidering! I appreciate it!

Dear JULIJARIZENKOVA

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hi Martina and STARDA Casino

Thank you

I have successful withdrawal on STARDA Casino.

But I have another account on sister casino : MONRO casino, blocked with the same reason.

Can you please open my account on MONRO Casino ?

Dear JULIJARIZENKOVA,

Thank you very much for your confirmation and for using the Casino Guru Complaint Resolution Center. I’m very glad to hear that you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as resolved in our system.

Regarding the issue with Monro Casino, I would kindly ask you to submit a new complaint on our website so we can review it properly. For future reference, if you experience similar issues with multiple casinos, you are welcome to submit separate complaints for each case — this allows us to handle them more effectively and simultaneously.

And as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.