SlotStars Casino - Player’s withdrawal is delayed.

I withdrawed 100£ on 21st of November 2022 and 23rd November it said it processed however I didnt recieved anything in my account. I tried to contact with them via email and phone calls but no reply.

Dear Umit6767,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

Hi Thomas yea I did withdraw before and it was difficult to do. I sent all documents they asked me. Also there was no bonus on that withdraw. They said that they sent money in my account and it will be with me shortly however I didnt received anything. They didn't even turned up when i sent them several emails

Thanks for your reply, Umit6767.

Might I ask which withdrawal method you used? Was it the same as the first time you withdrew? If there is any relevant communication between you and the casino please forward it to tomas@casino.guru

I used same like before.Master card.

Thank you very much, Umit6767, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Umit6767,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SlotStars Casino to join the conversation and participate in the resolution of this complaint.

Dear SlotStars Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Still nothing

They dont even reply my emails.

I wanted to ask you a question.

What happens if they dont answer

Dear Umit6767,

I've tried to contact the casino's representatives via Skype and now waiting for their response.

However, if the casino decides not to react, the decrease in rating caused by unresolved complaints could help to change its approach. 

Kind regards,

Tomas

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 Umit6767,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact eCogra – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

The next step would be contacting the UKGC Gaming Authority itself (https://www.gamblingcommission.gov.uk/)

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas