Starz Spins Casino - general discussion (page 4)

the worst thing is that they ignore me 100%

not even a typical answer, we will inform , we are sorry we have high volumes of requests or something

anyway i thank you and casino guru for the help to the players and i hope someday in Sep or Oct i will take the money i won.

I agree. Anything can happen, but proper communication should always be granted, especially toward own customers. Good sense of humor, though. I would certainly vote for September!

More than a month with KYC is already insane. And almost worse than waiting is that nobody tells you what's going on and you have to chase down the chat support every day.

If you're thinking of playing there, don't even consider it. I'd recommend staying as far away from this casino as possible. Communication with their support is nonexistent; they only have a 24/7 live chat that's literally useless and can't help you with any real problems.

you had any update from this ...casino ? i see the representative of the casino didnt still answer to the complaint invitation

at this point i want to say that the casino stopped all the communication with me, even live chat (emails of course never get answered) who was giving typical answers, an operator literally told me i cant help and i know nothing about your case i have no information and dont ask me again.

Good day to you. I know how it looks and I'm the last person to say that this is going to be okay. If Imay add just one more general observation, I'd like to say that in accordance with my experiences with the forum, it's pretty common that regular support or managers do not discuss or are not even aware of players' complaints lodged through the Casino Guru website because it's more likely that there is just one specific person affiliated eventually, yet under those specific circumstances, your experience matters the most. I have a feeling it was not a pleasant conversation, and I still don't get how such a situation is possible when no one cared to explain what is going to happen with your money and account while you're told not to ask again...

its crazy more than 40 days since i made my win in the games and no one even answers,i hope they will answer in my complaint when their timer runs out

he told me what do yoy expect me to say you have asked me so many times, i answered you work for the same casino and you are the only one who i can contact email support ignores me and he answered i have no information and i cannot help you,

like the fault is on my side i don't ask something crazy i gave them a huge amount of time plus i got a new id when they unfairly rejected my first 100% valid id

Well, I can partially relate when it comes to the response, because occasionally I'm in the same situation here on the forum. In my opinion chat operators or someone on, for example, Telegram contacts, usually have no way to solve anything, yet they are in the first line of contact and the only one you can contact when anyone else ghosts you. So, I would not bother with this kind of response anymore. It won't help, anyway.

What makes me more confused is that the casino is running out of time to add something to the complaint.

I understand the operator may feel justified not paying you, but why won't anyone clearly state that position? I mean that would at least make a little sense, aside from unfinished KYC and total lack of communication. That's what I still don't get.

Well, I honestly don't know how these smaller casinos operate or what their liquidity looks like, but it’s not as if I won $500,000 for them to claim they don't have the funds. Sure, paying out $5,000 from a total deposit of around $250 might not be pleasant for them, but that’s basic mathematics. Just because 5, 10, or 20 players get lucky doesn't change the fact that, based on RTP and long-term math, the casino always comes out ahead.

I am really curious to see what they will actually answer to my official complaint. They rejected my initial valid ID with huge delay without ever explaining why. I immediately got a brand new official ID, submitted it, and I've been waiting for 15 business days now (42 days in total since i made my win). In the meantime, the casino is simply hiding and ignoring me, even though they have zero ground to stand on.

I don't have an account on any sister site, no duplicate accounts, I never claimed a single bonus, and I’ve never used bad language or threatened anyone. Every single email or chat interaction I had was strictly asking for a simple update on when a standard KYC process would be completed. Yet, I received absolute silence in return.

Αlso you can see they let their timer finish, on kekeke's complaint (for the same casino) they answered 1-2 hours before their timer ends

Plus, the response they finally provided in that case was completely vague—it was lengthy, yet explained virtually nothing, basically trying to rely on an unfair bonus mixing rule just to avoid paying the player.

You know, that's what I always said when players were concerned about casinos' ability to pay. From a purely mathematical point of view, denying lower winnings brings no gain to a casino; it actually reduces profits. In gambling, the costs of acquiring a regular depositor are very high; thus, it is irrational to lose one because of a few lower withdrawals.

It seems that the casino missed the first timer in your complaint and I just do not understand what's happening.

Good morning Radka!

Just a quick clarification regarding the complaint timer: the casino hasn't actually missed their first timer yet. They still have around 22 hours left before it runs out (expires Friday morning).

However, based on how they operate, I am almost 100% sure they won't reply within this first timeframe anyway. My guess is they will wait for the second 7-day timer to almost expire, and then come back with the classic line: "We sincerely apologize for the delay due to a high volume of requests, the KYC has now been approved and the withdrawal has been processed."

Honestly, it would be much more honest if they simply stated a lower monthly withdrawal limit (like $1,000/month) in their terms, rather than advertising $5,000 per transaction and $10,000 per month, only to put players through a 50-day psychological endurance test. They clearly rely on the fact that 80% of players would break during such a long wait and play their balance back. But I'm not touching a single cent.

 I really hope they don't just ignore the official complaint on Casino Guru completely, just like they’ve been ignoring me for weeks

I'm sorry; I noticed those 22 hours as well, but I was probably also convinced that it wouldn't work anyway, hence my confusing response.

I totally agree with the more honest approaches, because in this case, I obviously cannot add anything that would possibly justify what has been happening to you.

They actually did the exact same thing in kekeke's active complaint as well— they replied just 1 or 2 hours before the timer expired.

It is honestly so exhausting. I've been fighting a real battle for weeks just to receive my own legitimate winnings. From what I’ve read across various sites and forums, they use this same stalling pattern whether someone is waiting for $100 or $10,000.

If my winnings were $200 - $1,000, after all this time I might have given up, played it back, and never used them again. But $5,000 is a very significant amount for me, especially since I usually make small deposits of €50 to €200. There is no way I'm just giving up and letting them keep it.

At this specific win, my deposit was around $250(around 200 euros) and i ended with a balance of $5000, clean deposit 100% no bonus or free spins or anything else used. This is something that not happens every day especially when the 80% of my winnings were from blackjack and i will fight till the end to get that money.

I understand your point about the other complaint, and it could be a way to avoid losing it due to unresponsiveness in the first place. So far, there have been 12 complaints, of which only six are within our investigation's scope, and some were not about delayed payment. Looking through this forum, I didn't notice any unusually high player activity centered on the same issue. On the other hand, it is classified as a small to medium casino, which will most likely have different opportunities and flows than larger casinos. It could be part of the problem and also a part of the explanation.

Your situation is crystal clear, and I hope the casino will explain their methods and pay the money.

Hi Radka,

They actually responded just before the timer expired, but their reply is almost a joke. They simply claimed that they asked their Accounts Team to "prioritize" my KYC review.

Live chat support has told me that exact same line—that my verification is marked as "high priority"—at least 20 times over the last few weeks, yet absolutely nothing has been done. It's just their usual template response to stall even further.

I have replied to Barbora with the exact timeline of events, and I really hope we get a real solution soon instead of more generic excuses.

Okay, I read the response.

Perhaps the person handling the complaint submitted through our website is not a member of the operators' team. For example external affiliates are also our first point of contact for player issues, since they represent brands. I could be completely wrong here, but given that those contacts are always informed of any new complaints lodged against the brand they represent and that they are welcome to intervene before the mediators reach them, I'm inclined to believe that the entire under-review situation could have been investigated sooner.

That said, I must admit I am just thinking aloud now.