Star Casino IT - Player’s 10,000 euros withdrawal delayed.

Starcasino cannot authenticate my card for withdrawal, even after I have sent them the front and back multiple times, along with bank statements, etc. (I have always followed their assigned procedures and have also been in contact with their support team)

Additionally, my funds that were supposed to be withdrawn have disappeared (we are talking about 10,000 euros)

Dear razzaqrehman30,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you're experiencing with Star Casino regarding your card authentication and the disappearance of your funds. To better understand the situation and assist you more effectively, could you please provide the following details:

• When did you first attempt to authenticate your card for withdrawal?
• Can you confirm that you sent clear images of both the front and back of your card, with any sensitive information (except for the last four digits) concealed?
• Have you received any specific error messages or responses from Star Casino regarding the failure to authenticate your card?
• Could you provide a copy of the communication you’ve had with their support team regarding this issue?
• Have you received any confirmation from Star Casino about the processing of your withdrawal request?

Could you forward any relevant emails or documents, that support your claim to petronela.k@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear razzaqrehman30,

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.

I sent you an email with some screenshots...?

Hi razzaqrehman30,

• According to the forwarded live chat, your withdrawal was approved. Could you please specify the exact date?
• Additionally, I understand there was an issue with verifying your payment method. Could you please describe the issue in more detail? The forwarded screenshots are in Italian, and I want to avoid any misunderstandings when translating them online.

Thank you.

Dear razzaqrehman30,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.