Starz Spins Casino - Pelaajan varat takavarikoidaan tiliongelmien vuoksi.

I registered at this casino about two weeks ago. I made four $50 deposits, three of which I lost, and my last deposit left me with $401. I uploaded all the necessary documents to withdraw my funds and waited for a response. According to the casino's rules, verification can take up to 5 business days, but I didn't receive a response after either 5 or 7 business days. After sending numerous emails, the casino responded yesterday: "The documents were received from a country restricted on our platform, and your $50 deposit will be refunded." As a reminder, when I registered on the site, Russia was on the list of allowed countries, my country's phone number was also on the list, and the system accepted my information. I was also informed that the deposit I had won from would be refunded, and my remaining deposits would be confiscated. I believe this is unlawful, and therefore I ask KasinoAzov to help me understand this situation and answer the following questions:

How come my country is listed as an allowed country when I register in the casino system, but the casino rules state that registration from my country is prohibited? After all, one rule contradicts another.

Does the casino have a rule that states that in the event of an "incorrect" registration, the casino is only obligated to return the deposit from which the winnings were made, but is not obligated to pay out all other deposits that were lost?

Why did it take 10 days for my account verification to complete, instead of the required 5 business days as stipulated by the casino's rules?

В данном казино я зарегистрировался около двух недель назад. Я внес 4 депозита по 50 долларов, 3 из которых проиграл, а с последнего депозита на счету стало 401 доллар. Для вывода средств я загрузил все нужные документы и стал ждать ответа. По правилам казино проверка может длиться до 5 рабочих дней, но ни через 5, ни через 7 РАБОЧИХ дней ответа я не получил. После многочисленно отправленных мною писем, вчера казино мне ответило следующее: Документы получены из страны, доступ к которой на нашей платформе ограничен, и Вам будет возвращен депозит 50 долларов. Напомню, что при регистрации на сайте, Россия была в списке разрешенных стран, номер телефона моей страны так-же был в списке, и система приняла мои данные. Также мне сообщили, что мне будет возвращен депозит, с которого был выигрыш, а остальные депозиты будут конфискованы. Я считаю это неправомерным, и поэтому прошу KasinoAzov помочь разобраться в данной ситуации и ответить на следующие вопросы:

- как получается, что при регистрации в системе казино моя страна присутствует в списке разрешенных, но в правилах казино указано, что из моей страны запрещено регистрироваться? Ведь здесь одно правило противоречит другому.

-есть-ли у казино пункт правил, регламентирующий то, что при "неправильной" регистрации казино обязано вернуть только депозит, с которого был получен выигрыш, но не обязано выплачивать все остальные депозиты, которые проиграли?

-по какой причина верификация моего счета продолжалась 10 дней, вместо установленных 5 рабочих дней, установленными правилами самого казино?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starz Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the casino didn't block your account on the condition that you withdraw your last deposit?
• Further evidence can be sent to my email at tomas@casino.guru, or screenshots can be posted here.

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

Best regards,

Tomas

1. No, I didn’t take any bonuses.
2. That's right, the casino didn't block my account even though I withdrew my last deposit.
3. Yes, and yet I want to say that my country of residence is not Finland, but Russia.

1. Нет, бонусов я не брал.
2. Правильно, казино не заблокировало мой аккаунт при условии вывода последнего депозита.
3. Да, и все-таки я хочу сказать, что моя страна проживания не Финляндия, а Россия.

Dear rokita555,

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, Michal (michal.v@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,

Tomas

Hello rokita555,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Starz Spins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Dear rokita555,

Thank you for inviting us to provide clarification regarding this case.

According to our records, the player has not yet withdrawn the refundable deposit. The account therefore remains active, and the deposit is still available on the player's balance.

We kindly ask the player to submit a withdrawal request for the available deposit. Once the request is submitted, we will proceed with the refund accordingly.

Regarding the player's country of residence, Russia is explicitly listed as a restricted jurisdiction in our General Terms and Conditions, which the player accepted upon registration:

3.6. Country Restrictions

Access is restricted from Russia

As the player has subsequently confirmed that his actual country of residence is Russia, his account falls under these restrictions.

At this stage, the refundable deposit remains available to the player. We therefore kindly ask him to submit the withdrawal request so that it can be processed.

Best regards,

Emma

Starz Spins Team

Yes, but the casino representative didn't clarify how the fact that my country is listed as a required country when I register at your casino (see screenshot), and therefore registration is permitted, is compatible with the fact that your rules (let's be honest—nobody ever reads them) already prohibit registration from my country? I'd appreciate some clarification. Don't you consider this a scam?

Да, но представитель казино не уточнил, как сочетается то, что при регистрации в вашем казино моя страна присутствует в списке на регистрацию (смотрите скриншот), соответственно регистрация разрешена, с тем, что в ваших правилах (давайте будем честны - их никогда никто не читает) регистрация из моей страны уже запрещена? Хотелось-бы объяснений. Не считаете-ли вы это обманом?

Dear Starz Spins Casino,

I want to share with you the relevant part of our Fair Gambling Codex regarding restricted countries:

"It is not acceptable to knowingly let players register an account from a restricted country only to later confiscate the player's winnings for doing so. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.

Many casinos claim that this is difficult or impossible to implement into their systems, but it is simply about comparing the player's country of residence with the list of restricted or allowed countries; therefore, we do not consider it to be that difficult on a technological level.

The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule. It might also be a possibility to prevent players from restricted countries from accessing the website at all, and ideally only allowed countries should be listed in the registration form.

If the casino allows a player from a restricted country to play because it hasn't implemented these measures, it should accept that it was the casino's mistake and pay out all winnings to the player (despite the fact that they shouldn't have been allowed to play in the first place), provided that the player hasn't done anything else that's against the rules.

If a player's citizenship is also a factor, it should be clearly mentioned during the registration process that country of residence and citizenship are required information."

If Russia is restricted, it should not have been available in the registration form in the first place. If a player is able to access the casino's website, open the registration form, create an account, deposit and play, it's understandable that they assume that they are allowed to play at this casino, especially when they can select their country in the registration form.

Some experienced or careful players might read the T&Cs and find out that their country is restricted, but these players are definitely in the minority.

In light of the above, would you be willing to reconsider your stance and pay out the player in full?

Dear Michal,

Dear rokita555,

In accordance with Casino Guru’s Fair Gambling Codex and your recommendation, we have reconsidered the case and restored the previously forfeited funds in the amount of $351 to the player’s account.

These funds have been restored strictly for withdrawal purposes only. We kindly ask the player to submit a withdrawal request for the full available balance and not to place any further bets or otherwise use the funds for gameplay.

Once the withdrawal has been successfully completed, the player’s account will be closed, as the player has confirmed that their country of residence is Russia, which is a restricted jurisdiction under our Terms and Conditions.

We trust that this resolves the complaint in accordance with Casino Guru’s Fair Gambling Codex.

Best regards,

Emma

Starz Spins Team

Thanks to Starz Spins Casino for being relatively honest. I received all my money in full.

A huge thank you to KazinoAzov for helping us resolve this issue!

Спасибо Starz Spins Casino за все-же относительную честность. Все деньги я получил в полном объеме.

Огромное спасибо KazinoAzov за помощь в решении данной проблемы!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rokita555,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal