Star Casino IT - Player requests a refund due to fairness concerns.

Dear Casino Guru Support Team,

I am writing to file a formal complaint regarding my recent gaming experience at Star Casino. I have serious concerns about the fairness and transparency of the platform, as well as potential technical vulnerabilities that could affect the integrity of the games.

Over the past few weeks, I spent approximately €1000 playing various slot machines on Star Casino. Despite this, my winnings were consistently low, and in many cases, they were significantly below what would be expected from a platform using a fair and random RNG (Random Number Generator). I am aware that gambling does not guarantee winnings, but the persistently low returns raise doubts about the fairness of the system.

In addition to my concerns about the low payouts, I have discovered potential technical issues related to the platform’s code, particularly vulnerabilities in cookie management, geolocation-based redirects, and JavaScript security. These vulnerabilities could potentially affect the fairness and transparency of the games by influencing outcomes or manipulating the user experience based on location. Such issues are deeply concerning for a regulated online casino.

I have reached out to Star Casino’s customer service multiple times, but the responses I received were generic and did not address my concerns adequately. I was simply told that winnings are not guaranteed, which, while true, does not address the technical and fairness concerns I raised. Their unwillingness to engage in a meaningful discussion about these issues, combined with similar complaints from other players on platforms like Trustpilot, has made me lose confidence in the fairness of their games.

At this point, I no longer wish to participate on Star Casino and am requesting a full refund of the €1000 I spent on the platform. I believe this is a reasonable request given the potential issues with the fairness and integrity of the system.

I kindly request that Casino Guru assist me in resolving this issue and obtaining a refund. Additionally, I would appreciate your guidance on any further actions I should take if a satisfactory resolution is not provided by the casino.

Thank you for your time and assistance.

P.S.: I have also attached screenshots of my conversations with Star Casino's customer service, which took place in Italian. These highlight the generic responses and lack of in-depth analysis regarding the issues I raised. I believe these elements further support my case and confirm my request for a refund.

Dear maffinik,

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

Please note no screenshots were submitted in your first post. Please try sharing them again or submit the information to my email address at tomas@casino.guru

I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me.

Without any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Tomas

Dear Tomas,

I wanted to inform you that I have sent the screenshots of my conversation with Star Casino’s customer service to your email at tomas@casino.guru. These screenshots provide additional context to my complaint and demonstrate the generic responses I received from the casino.

Please let me know if you need any further information or clarification.

Thank you for your assistance.

Thanks for your reply and patience in the matter.

I went over the correspondence between you and the casino and sadly we won't be able to assist you in this matter.

The vulnerabilities you outlined in your complaint to the casino are outside of our expertise and sadly we can't act on your behalf based on such concerns. These concerns don't come into consideration in our reviews of online casinos, nor we can evaluate their accuracy.

Regarding the 1000€ lost, if you wish for us to check the situation, please request your full gaming history (log of all bets made in the casino in .csv or similar file) and send it to us for review. My email is tomas@casino.guru

Thanks in advance for your reply.

Dear maffinik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

Thank you for your patience and support in handling my complaint.

After careful consideration, I have decided not to proceed with submitting my game history. While the amount lost is significant, around €1000, my main concerns involve technical issues encountered while using the platform. Specifically, I am referring to vulnerabilities related to consent management and the RNG mechanisms, as well as the presence of redirects based on user location. In my view, these aspects raise questions about the transparency and fairness of gameplay, and it seems unlikely that a simple review of game history would adequately address these concerns.

Therefore, although I appreciate your assistance, I fear that continuing further would not bring the clarity I was hoping to achieve. In light of this, I kindly ask that you proceed with closing the complaint.

Thank you once again for your understanding and support.

Best regards

We respect your decision to not proceed.

Without evidence, the complaint will be closed as rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with this or any other casino in the future.

Best regards,

Tomas

Casino.Guru