Starda Casino - Player's account was blocked.

Hallo. Ich habe mich letzte Woche Samstag bei starda registriert, habe 300 oder 200 Euro eingezahlt und haben gespielt, Montag habe ich aufeinmal eine Nachricht erhalten das mein Konto gesperrt wurde, Gründe dafür sind das ich mich bei einen Partner casino wegen spielsucht gesperrt habe, weil ich keine Lust auf die Diskussion hatte wenn man das Konto schließen möchte..

Jedenfalls finde ich es nicht in Ordnung, daß meine Einzahlungen akzeptiert werden, und 2 Tage später einfach mein Konto gesperrt wird.

Dear kevinjd92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starda Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain if you requested a self-exclusion in any associated casino due to gambling addiction in the past to your knowledge?

Could you please forward your communication with the casino to my email at tomas@casino.guru?

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

Dear kevinjd92,

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.

Thanks for your email.

Did you use the same email address, and other personal details for registration in the casino where your account is self-excluded and this casino? How were you informed by the casino that closed your account due to self-exclusion in the past regarding the blocking of access to associated websites?

Was there any balance left on your account before your Starda casino account was blocked? Did you mention any gambling problems to Starda Casino support?

I'll await your reply.

Hallo. Ich habe die selben Daten wie immer verwendet.

Rest guthaben war nicht mehr auf meinem Konto.

habe aber übers Wochenende 300 Euro eingezahlt und damit gespielt, und am Montag wollte ich erneut spielen, war dann aber plötzlich gesperrt.

Im starda Support habe ich keine glücksspielt Probleme mitgeteilt.

ich hatte ja erstmals Kontakt mit dem Support als mein Konto schon gesperrt war.

Thanks for the reply.

Please understand the Curacao licensed casinos are not required to self-exclude accounts in associated brands, but we consider it as positive when they do so.

If the casino found out about your gambling issues, we would consider it fair they prevent you from depositing in the future and return the remainder of your balance to you.

Could you please advise if there was any balance remaining on your account in Starda Casino prior to your account being blocked?

I'll await your reply.

Hallo.

Das finde ich auch super, das ein casino einem vom einzahlen abhält sobald man sich bei einem anderen casino wegen sucht Problemen gesperrt hat, aber doch nicht erst 3 Tage nachdem man sich registriert hat und eingezahlt hat, wenn dann muss es sofort erkannt werden, und nicht tage später.

Es war kein Rest guthaben auf meinem Konto.

I completely understand your frustration.

Unfortunately, we cannot ask the casino to return your funds as the self-exclusion across multiple brands isn't mandatory in casinos licensed in Curacao, nor was it at the time you opened the account in this casino and made a deposit.

If the partner casino where you self-excluded previously didn't promise you they will prevent you from opening a new account in partnered casinos, we will consider the actions of the casino as justified.

Please let me know if this was promised to you or if there is any information I overlooked, otherwise, I'll be forced to close the complaint.

Dear kevinjd92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.