Royal Stars Casino - Player's deposit has not been recognized by the casino.

I would like to express my complaint about this casino as this is not the first time I have had this issue. I have only been playing for a few days, and I have the feeling that they are not helping the user.

Today, I made a deposit of €100 by transfer, which they received immediately. Then, I made another transfer of €400, which also arrived instantly. However, after about 20 minutes, I made another transfer of €400 which they did not receive. I checked with my bank and I saw that they have indeed charged me. So, I talked to their chat service and they asked for proof, which I sent immediately. They told me four hours later that it was under review. I sent an email with the proofs of the €400 I paid and which were charged to my bank account, but they didn’t give me any answers or solutions, nor did they reply to any emails. I am sharing all of this so that anyone who reads this complaint knows that this casino is not reliable, because if they were, they would have credited the €400 to my account so I could continue playing. Now I don’t have the money that is rightfully mine and I can't play either.

Where are the €400 from the immediate transfer?

It’s clear that they are highly unprofessional and I trusted this casino because Guru gave it a high rating.

I have screenshots of the deposit receipts that I made today, and they also have these, but they are not responding, much less resolving the issue.

Dear canaberto, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

hello Veronica: the money has already appeared and is in the casino account. I have now requested a refund of the €400 because I no longer wish to play at this casino. How to withdraw according to "qyc" you have to bet the deposit at least once (x1) and I have not managed to bet anything, I ask to be able to withdraw the 400 or have it refunded to my bank account but as always, they do not answer in the chat They don't help and they tell me to write to finance but finance never answers.

I ask Guru for help

Everything was solved, the money arrived and they claim that it was a failure of the payment processor but it happened to me again.

I have reverted the €400 and I am playing so I am withdrawing the complaint.

All the best

Dear canaberto,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru