Starda Casino - Player's withdrawal is delayed.

Hi,

I started a withdrawal in 10th Jul, but they reclined because the documents. I send all requested and after that the attendant said my money is gone paid until 72hs.

As the money was not deposited, I went back to the chat and the attendant changed the conversation and said that my money would not be paid before 31 days.

Also the 990 BRL i have withdrawal , I still have 307BRL on my account.

Dear ricardogelatti,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if you passed the KYC verification? Which documents did the casino request?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

• Yes, they requested the drivers license, selfie and video selfie with the drivers license.
• They advised only after i requested why the withdrawal was delayed.
• I dont have the transcriptions of the chat

Thanks for the explanation.

If the issue persists, please contact the casino support regarding the issue again and save a chat transcript of your interaction. It'll help us get the full picture of the situation. Please forward it to my email at tomas@casino.guru

Alternatively, you can post screenshots here.

Dear ricardogelatti,

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.

Has your payout been processed? Has the money reached your bank account yet?

Please let me know.

Dear ricardogelatti,

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.

We’ve reopened this complaint at the request of ricardogelatti.

The message from the player:

Hi, I have received the payment after the deadline

Dear ricardogelatti,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru