The player from Portugal had claimed that despite having completed all wagers, his withdrawal request was denied by the online casino due to supposedly pending bets on two slot games. No bonuses had been used or purchased during the gameplay. However, the issue was later resolved by the casino. As a result, we had closed the complaint as 'resolved'.
Starda Casino - Player's withdrawal is denied over disputed wagers.
Amount: €420
Starda Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Withdrawal blocked.
I contacted support and the operator stated that my wager was complete, and I could withdraw the money.
After the withdrawal was denied, I contacted them again and they mentioned that I had pending bets on two slots.
I sent two screenshots demonstrating that I did not.
It's been two days now and they keep stating that they are investigating and will contact me via email.
Automatic translation:
Public
Public
11 months ago
Dear rxkingpro,
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.
- Could you please advise if you were playing with or without an active bonus?
- Have you purchased any bonus features while playing?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
11 months ago
Translation
Goodnight
No bonus was used and no bonus was purchased either.
Automatic translation:
Public
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, rxkingpro, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
