The player from Germany had been waiting for a withdrawal for over three weeks. Despite his account being correct and approved, the casino had cited clause 10.4 to justify withholding the payment for a possible 31 days for further checks. We had asked the player several questions to better understand the situation, but he had stopped responding to our inquiries. As a result, we had no choice but to reject the complaint. However, the player later contacted us, informing us that he had received his winnings after almost a month. Consequently, we marked the complaint as 'resolved'.
Starda Casino - Player's withdrawal is delayed.
Amount: €550
Starda Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I have been waiting since 05/08/2023 for my payout from Stada. I didn't use any bonus and always played fair, all my details are correct! The chat support does not help me and I keep getting the statement that according to the terms and conditions clause 10.4, Stada can withhold the payment for 31 days and may check for improper actions. There are no details as to why and there seems to be no issue with my account. All my details were verified and everything was approved. I am not getting any help in chat support, I am merely told to keep waiting, yet I am rapidly losing patience and feel quite cheated. Submitting inquiries to the Casino is fruitless as I always get the same response - the management needs to review it. I have been waiting for 25 days now! No other Casino does this.. This is the first step for me to get my money back, otherwise, I will contact my lawyer and also question their license from Curacao.
Automatic translation:
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8 months ago
Dear TheSpecial,
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.
Have you made any successful withdrawals before?
Do I understand correctly that you successfully passed the KYC verification?
When was the last time you communicated with customer support and what was it about?
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,
Veronika
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8 months ago
Translation
Hello,
no, I haven't requested or made a payout yet, this is my first.
That's right, the KYC check was successfully passed, it's just that Starda supposedly checks my payout in the background and that takes up to 31 days.. Absolute joke that something like this is in the terms and conditions and is also implemented, I haven't done anything wrong.
Yesterday was the last contact and I only got the same statement in the chat again, there is absolutely no help there.
Thanks for the help !
Automatic translation:
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7 months ago
Dear TheSpecial, have you received your winnings yet, or are you still waiting? Please let me know.
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7 months ago
Dear TheSpecial,
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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7 months ago
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.
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7 months ago
We’ve reopened this complaint due to the email received from the player. TheSpecial sent us the following message:
Ich habe meine Gewinne nach fast 1 Monat erhalten ...
Dear TheSpecial,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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