The player from Italy faced issues withdrawing funds as the casino insisted on proof of a different IBAN, despite having already approved her initial IBAN. She spent hours in chat trying to resolve the matter without success. The Complaints Team was unable to assist further as the player was using a third-party account for her complaint. Consequently, the complaint was closed.
Star Casino IT - Player's withdrawal is delayed.
Amount: €1,750
Star Casino IT
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
my name is elena g***, the casino refuses to pay me and requests proof of the iban that I provided and they approved it and now they want proof of another iban that is not mine, I have been in chat 3 times an hour to explain the issue but then they always pretend nothing happened
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear lottusbinch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move on, could you please clarify why your name doesn't match the name you stated in your previous complaint?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 months ago
Translation
because i played with a friend and we used the same email and i didn't want to create a new casino guru account
Automatic translation:
Public
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3 months ago
Thank you for your reply, lottusbinch. Please understand that we cannot proceed with this complaint if you use a third-party casino.guru account. If you still need our assistance, create your own account and submit the complaint again.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding,
