The player from Hesse, who struggled with problem gambling and was registered with OASIS for self-exclusion from all Galaktia N.V. casinos, had an issue with Starda Casino. Despite his self-exclusion, the casino had approved deposits of over 9500€ and did not close his account. The player had requested a refund and account closure. Despite the player's claims, we concluded from the evidence that Starda Casino had acted correctly. They had fulfilled the player's self-exclusion requests and no deposits were made after the second request. Consequently, the complaint was rejected as there was no refund to be made.
Starda Casino - Responsible Gambling: Player demands refund and account closure.
Amount: €9,100
Starda Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
The Starda Casino has not closed the gaming account, even though there is considerable gambling addiction. I am registered with OASIS and banned from all Galaktia N.V. due to addiction. Starda has disregarded this and approved deposits exceeding 9500€. I have demanded a refund and the immediate closure of the account. Unfortunately, there is no response.
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10 months ago
Dear anettraabe,
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 advise if your Starda casino account is currently closed?
- Could you please explain in more detail your arrangement regarding your ban from Galaktia N.V. casinos due to gambling addiction?
- Could you please send me the correspondence between you and Starda Casino regarding the issue?
- Please send me the correspondence regarding this 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
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10 months ago
Translation
I have sent you the email correspondence. My account is still open at Starda and deposits are theoretically possible. The email with an urgent request to close the account due to massive gambling addiction remained unanswered ( supprt-en@starda.casino ) I sent the same email again to support-vip-starda@starda.casino . I was then forwarded to Galaktika NV. No response so far. Account still open.
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10 months ago
Thanks for your emails.
Please note that casinos licensed under Curaçao Antillephone are not obligated to self-exclude you across multiple casinos if you requested a self-exclusion in only one or multiple related casinos in the past.
That is why I would like to ask you for proof you are supposed to be self-excluded from all websites of this operator. Please explain in more detail the circumstances of your self-exclusion with the operator.
You did well to contact the casino repeatedly to protect yourself from further harm, however, to request a refund of your net deposits, we'll require this proof.
I'll await your reply.
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10 months ago
Translation
I sent them an email with all the facts. Kind regards
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10 months ago
Thanks for your messages and the clarification.
- Has the casino reopened your original account, or has the casino allowed to open you a new account in January?
- Do I understand correctly you lost the proof regarding requesting a self-exclusion in July last year?
Without it, we can't confront the casino.
I'll await your reply.
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10 months ago
Translation
Yes, the original account was reopened in January.
Emails are generally not stored for longer than 90 days. That's why, of course, I no longer have the email traffic from July 2023. But I am verifiably blocked from all Galaktika NV casinos. Only Starda reopened my user account.
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9 months ago
Thank you very much, anettraabe, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hello anettraabe,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Starda Casino,
Could you possibly provide additional information regarding the account closure request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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9 months ago
Hello dear player and Casino Guru representatives,
We have emailed additional information regarding this situation.
Best regards,
Starda Casino!
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9 months ago
Dear anettraabe,
As per the information provided to me, I can see that your situation is as follows:
- You have requested self-exclusion from the Starda Casino for 6 months
- You have requested self-exclusion from all Galaktika N.V.-owned casinos
- After the period of 6 months had passed, you have played again in Starda Casino
- When you requested another self-exclusion from the Starda Casino, your account was blocked immediately.
Could you confirm this information?
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9 months ago
Translation
Hello,
I can partially confirm that. I applied to Starda for a 6-month break from playing. Correct.
During this time, however, I was blocked from all Galaktika casinos because of my gambling addiction. (Or applied for a BLOCK at Drip.casino and was permanently blocked across all Galaktika Casinos due to gambling addiction)
How can it be that Starda can reopen the account after 6 months. A SUSPENSION must outweigh a break in the game!
Shortly after the escalation with the high losses, I contacted Starda. The account was not directly blocked at this time. Rather, I was referred to another responsible email that would receive complaints.
I also wrote to Galaktika NV directly. To date no response at all! The Starda account was blocked about 4-5 days after my first complaint after I threatened to get a lawyer, even though as a VIP you supposedly get help immediately. Way too late in my opinion! Starda has zero concern with responsible gaming, otherwise it wouldn't be impossible to choose settings directly in the account. I will definitely take further steps if this proves unsuccessful. Not just for me, but also for other people affected.
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9 months ago
Dear anettraabe,
I am dealing with this issue internally with the casino. I will let you know here with any updates.
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9 months ago
Dear anettraabe,
According to the evidence I was able to review, the casino had acted rightfully and correctly in this case. They always fulfilled your self-exclusion request, first and second time in Starda Casino, and also in all other sister casinos. And since there were no deposits done after the second self-exclusion request, there is no refund to be made.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
