HomeComplaintsStarda Casino - Player's withdrawal is delayed.

Starda Casino - Player's withdrawal is delayed.

Amount: 990 R$

Starda Casino
Safety Index:High
Submitted: 27 Jul 2024 | Resolved : 02 Sep 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 months ago

The player from Brazil had requested a withdrawal of 990 BRL two weeks prior, which had initially been declined due to document issues. After resubmitting the documents, the casino attendant stated that the payment would be made within 72 hours but then changed it to 31 days. The player did not respond to our follow-up inquiries, which prevented further investigation into the matter. The complaint was later reopened at the player's request, and it was confirmed that the payment was received. The issue was then marked as resolved.

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3 months ago

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.

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3 months ago

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

Edited by a Casino Guru admin
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3 months ago
  • 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
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3 months ago

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.

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3 months ago

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.

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3 months ago

file

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3 months ago

file

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2 months ago

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

Please let me know.

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2 months ago

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.

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2 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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2 months ago

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

The message from the player:

Hi, I have received the payment after the deadline
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2 months ago

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. 

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Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru 

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