The player from Germany, who had successfully made multiple deposits and withdrawals in the past, had his account at Stargames blocked after he requested several payouts. He had complied with all verification requests, but his account remained inaccessible. The player had claimed that he hadn't received all of his requested withdrawal amount, however, the casino had provided evidence showing that all successful withdrawal requests had been paid out, and the remaining amounts were from requests that the player himself had canceled. Despite the casino's explanation, the player had insisted that he was still owed money. We had extended the timer for the player's response, but he did not provide any further information or evidence to support his claim. Therefore, the complaint had been rejected due to lack of evidence from the player's side.
StarGames Casino - Player's account blocked after several withdrawal requests.
Amount: €899
StarGames Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Good evening from December 1st. I have requested several withdrawals of my winnings from Stargames by December 7th, 2023. There have been several deposits and withdrawals in the past without any problems. I also complied with Stargames' request to send a statement and selfie with ID. Now my player account has been blocked. I ask for help so that I can get the winnings + credit paid out.
Kind regards
Daniel ***
Dear gartnerd60,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StarGames Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Have you contacted casino support regarding the issue? What response have you received?
- What games did you play to accumulate your winnings? (slots, live games)
- Did you achieve your current balance with the help of bonuses?
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
Dear gartnerd60,
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.
Good morning
I played at Stargames Online Casino from March 2023 to around December 7th, 2023. I played the most Sevens Fire, Sweet Bonanza X-Mas, Bounty Gold, Wild Wild Riches and Gold Party. I've written to Stargames support several times and so far the only response I've ever received is that you check the payout and pay it out as quickly as possible. In between, I was asked to send a selfie with ID. I did that, but I had already done that at the beginning There have also been deposits and withdrawals in the past. The money I requested for withdrawal comes from a deposit and (not from bonuses).
Kind regards
Daniel ***
Good morning
I played at Stargames Online Casino from March 2023 to around December 7th, 2023. I played the most Sevens Fire, Sweet Bonanza X-Mas, Bounty Gold, Wild Wild Riches and Gold Party. I've written to Stargames support several times and so far the only response I've ever received is that you check the payout and pay it out as quickly as possible. In between, I was asked to send a selfie with ID. I did that, but I had already done that at the beginning There have also been deposits and withdrawals in the past. The money I requested for withdrawal comes from a deposit and (not from bonuses).
Kind regards
Daniel ***
Good morning
I played at Stargames Online Casino from March 2023 to around December 7th, 2023. I played the most Sevens Fire, Sweet Bonanza X-Mas, Bounty Gold, Wild Wild Riches and Gold Party. I've written to Stargames support several times and so far the only response I've ever received is that you check the payout and pay it out as quickly as possible. In between, I was asked to send a selfie with ID. I did that, but I had already done that at the beginning There have also been deposits and withdrawals in the past. The money I requested for withdrawal comes from a deposit and (not from bonuses).
Kind regards
Daniel ***
Thank you very much, gartnerd60, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
Hello, gartnerd60!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Good evening
Thank you for taking care of the problem. I don't get any helpful answers from Stargames (support). When I ask, the only thing I get is that the responsible employees do a check and they've been checking for over 2 weeks now.
Kind regards
Daniel ***
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good evening
What does that mean for me if Stargames doesn't respond and the case is listed as unsolved? Then won't I get my money from them? And they get away with it so easily?
Kind regards
Daniel G***
If casino does not respond, there is little we can do. We try to reach casinos using all methods known to us. But if they decide to ignore the issue, it will be reflected in the Safety Index change, which can motivate them to participate in further cases or even reopen old ones.
Hello there***,
Hi Pavel,
Our staff monitoring this CasinoGuru account was on Christmas vacation. We are now back and discussing the case with our customer service teams. We will get back to you today with a detailed overview (how, what and why happened) and a proposed solution.
Best regards,
The StarGames team
Hello there***,
Hello Pavel,
Thank you for reporting the case here! Here we send the details from our side as announced above:
- When Da*** created his withdrawal requests, we saw some chargebacks for one of his payment methods. Unfortunately, in such cases, according to our terms and conditions, we can only make payouts once the chargebacks have been paid in full.
- We are also obliged to request some documents in such cases.
- Da*** complied with our request, settled the chargebacks and sent the documents.
- However, he also made some statements during his communication with us that caused concern for our player protection team. For this reason, his account with us was blocked. In order to unblock the account, we need a "Source of Funds" document from Da*** via email.
- Unfortunately, because our teams did not communicate effectively with each other, we missed the payouts as the teams waited for the player protection review. We apologize for the inconvenience, it shouldn't have happened like that. We should have processed the payouts regardless of the player protection review.
- All withdrawals have now been processed successfully and Da*** has received his money.
- His account will be unblocked once we also receive a Source of Funds document and this has been accepted by our Player Protection team.
Thank you for your understanding and kind regards,
The StarGames team
Thank you for your response, StarGames team!
gartnerd60, can you confirm that you have received your funds? Also, will you object if I close this complaint as resolved if you will confirm that you have received your money?
Good evening
Thank you for taking on my case, part of my payout totaling €434.60 out of €899 came from Stargames today (€349.60 went to my PayPal account and €85 to Paysafe account) and €464.40 is still missing.
Kind regards
Daniel G***
Okay, thank you!
Please, let us know when you will receive the remaining funds!
Hi Pavel,
The player has no further pending withdrawals with us. The player also no longer has any money in his player account. All requested withdrawals have been carried out. We cannot understand the requested 464.40 euros.
Thank you very much for your understanding.
I have taken screenshots of every payout from December 1st, 2023 that belong to this case. Stargames is supposed to look correctly. I can prove that it is a total of €899.
I have taken screenshots of every payout from December 1st, 2023 that belong to this case. Stargames is supposed to look correctly. I can prove that it is a total of €899
gartnerd60, I suspect that all your funds have been paid out, but the remaining part of them is delayed by the payment provider. I suggest that you wait for it to arrive and if you will not receive it in a couple of days, you can let us know.
Now we understand after checking again. The player actually requested withdrawals of 889.60 euros, but he canceled many of these himself before we could transfer them.
For example: he has 3 payouts on December 1st. requested, which he canceled a few hours later so that he could continue playing with the money. Since these withdrawals have been canceled, we are unable to pay them out again.
All funds that the player had in the account were paid out yesterday. There is no further entitlement to any payouts.
I didn't take the cancellations into account either. As I already mentioned, I took screenshots myself after the cancellations - I know what they expected. If I had included the canceled money it would have been over €1000. I'm welcome to upload the screenshots then everyone can do the math. I have no problem with that because I'm in the right. My lawyer and acquaintances also checked it and came to the same conclusion.
Dear Daniel,
Then please send these screenshots to our customer service and we will analyze them and get back to you.
But we can assure you: you no longer have any money in your player account and no further outstanding payouts. You canceled the withdrawals and used the money in games. Our system confirms this.
Thank you very much for your understanding. That was our last comment for this case here on Casino Guru. 🙂
Best regards!
gartnerd60, if you have completed verification and have your account open at the moment, please, send me the transaction log. I will check it and see what I can do.
Dear gartnerd60,
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.
gartnerd60, is it possible to download the transaction log in the sole file (pdf, xls)? We cannot judge by the screenshots, because it is easy to leave out important details.
StarGames team, could you, please, send player's transaction and game logs to my e-mail: pavel.k@casino.guru?
Hello Pavel,
The player's complete withdrawal history is in your mailbox.
We consider this case solved.
Thank you very much for your understanding.
StarGames team, thank you very much for the provided evidence!
gartnerd60, with the help of the evidence, provided by the casino, I have found out what have got to be the problem. In your last message you have sent me the list of your transactions, from which I will take an example:
"12/01/2023 4:05 p.m. Payout canceled 50 EUR
12/01/2023 8:32 a.m. Payout canceled 20 EUR
12/01/2023 7:52 a.m. Payout canceled 20 EUR
12/01/2023 4:40 a.m. Payout -20 EUR
12/01/2023 4:39 a.m. Payout -20 EUR
12/01/2023 4:38 a.m. Payout -50 EUR
12/01/2023 4:37 a.m. Payout -50 EUR".
If we are going from the bottom up you can see that there are 4 attempts to withdraw, two for 50 EUR and two for 20 EUR. Then we can see three lines saying "Payout canceled", which are no independent payouts, but related to previous. This way, out of 4 attempted payout only one of 50 EUR was proceeded and others have been canceled. Therefore, after doing some math, we can see that, indeed, the amount that have been requested throughout December is 899 EUR, but the amount withdraw is 434.60 EUR. Therefore, that concludes that you have received all that you have requested and did not cancel.
Do you have any additional questions or comments?
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