The player from Italy feels deceived by the casino after losing a significant amount of money. They had unlocked several progressive slots and attempted to cash out their winnings. However, their account was suspended without a clear reason, and upon logging in, they discovered some slots had been reset, resulting in the loss of money. After a closer examination, we ended up rejecting this complaint as unjustified.
Star Casino IT - Player's winnings have been confiscated and the account got blocked.
Amount: €2,000
Star Casino IT
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good morning,
I am desperate. I was scammed by this casino and lost so much money and I don't know how to handle it. They literally scammed me. I was playing slots normally like a normal person and had unlocked a bunch of progressive slots then jumped in and cashed out all at once. The casino, after denying me the welcome bonus, one day sends me a statement where they tell me that my account would be suspended on June 30th (without specifying the reason). So last night I decide to withdraw the winnings. When I log into my account I notice that some of the slots I was playing have been reset eating my money. Then today since not all of them have been reset I wanted to finish playing them but my account was closed early without giving me any explanations. I'm desperate because they scammed me and I don't know how to do it. I am ready to bring all screenshots and evidence of my scam and I am hoping for your help before I have to go through legal action. They literally ate me 2000 euros and I'm desperate. I don't know how to go about it as when I contacted the casino they said they can do whatever they want. In addition, they wrote to me not to write to assistance anymore because "it's useless". Please help me, I would ask that I be given access to my gaming account and restore the slots I was playing or I would ask if it is possible to get the 2000 loaded back. They just scammed me I don't know how to do it
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1 year ago
Dear aldovitaj,
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. Do I understand correctly that you collected several bonus rounds on progressive slots and then tried to redeem all of them at once? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello, I played slots with the bonus not active and I had loaded the slots to wait and enter and win all at once. I was loading the slots spending 100-500 per slot to load it and those of random star casinos sent me an email without warning that on June 30th they would close my account and then reset my progressive slots and make me lose a lot of euros. In addition, the morning after the email of June 30, my account was closed in advance scamming me and stealing all my money in the slots
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1 year ago
I can see that you were warned on the 20th that your account will be blocked 10 days later. Do I understand correctly that you left funds inside the slot machines? Could this action be considered as delaying rounds? Were several progressive jackpots in use when your account got suspended?
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1 year ago
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Good morning, you understood correctly. I had left the money loaded into some slots to play later. By closing my account they made me lose all the money loaded into the slots and now that they have closed my account they don't want to refund me anything. They had to leave my account open or refund me the first top-up I made
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1 year ago
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I'm really desperate, I don't know how to do it. Now they are wasting their time and ignoring my requests. They scammed me and I don't know how to do it. I would like the casino to be reported as they have been thieves. After making me play, they take my money off the slots and close my account and keep all the money just because I would win
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1 year ago
Could you please advise if you were able to access the casino in those 10 days from the warning till the actual closure of your account?
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1 year ago
Translation
No I was not able to access the casino those days as they blocked me earlier than stated in their email
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1 year ago
How much time passed since the casino warned you that your account will be blocked until they actually closed it? Have you been able to access your account at all during this period?
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1 year ago
Translation
Hello, as you can see the email sent to me by the casino is dated 6/15/2023 in which it is written that the casino would close the account on 6/30. The problem is that the casino blocked me from accessing my account on 6/16 causing a lot of my money to remain in the slots and now that they have closed it they have not refunded me even the amount in the slots. That is, I lost 1000 euros because they kept them in their slots claiming that everything was legal
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1 year ago
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I had 1000 euros loaded on a slot
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1 year ago
I understand. It's important to note that most casinos consider delaying rounds and "loading slots" to be a prohibited strategy. The casino gave you a day to address the warning, which is actually quite generous on their part. In many online casinos, your balance would be confiscated without any prior warning.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Dear aldovitaj,
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.
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1 year ago
Translation
But I have played normally online and I don't think it's legal to close the account by first giving 10 days notice and then randomly right away the next day by resetting the slots again before I can withdraw my money
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1 year ago
I wish I could be of more help. As I mentioned earlier, it's crucial to be aware that many casinos view delaying rounds and "loading slots" as tactics that are not allowed. The fact that the casino gave you a day to address the warning is actually quite generous on their part. In several online casinos, your balance would have been confiscated without any prior warning. So, it's fortunate that you were given a chance to rectify the situation.
I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
