The player from Germany had been a verified customer at Stargames for 2 years and faced issues with her first withdrawal request, which kept getting rejected without any valid reason. Despite having contacted customer service and submitted the required credit card information, the responses were unhelpful. The casino acknowledged irregularities in her account and requested additional verification documents. After the player provided the necessary documents, her account was fully verified, allowing her to request withdrawals without further delays. The case was then considered successfully closed.
StarGames Casino - Player’s withdrawal requests are being rejected.
Amount: €65
StarGames Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
I have been a depositing customer at Stargames for 2 years and my account was verified. I have deposited a lot of money over the years.
Now, for the first time, I want to make a withdrawal, but my requests keep getting rejected without any reason, even though my account was verified. When I contact customer service, I only receive stupid answers or responses like "please continue" or I'm told to read the T&Cs, etc. I'm being treated like a piece of trash. This is not helping me at all. They asked for my credit card, and I sent it, but it was rejected. I'm getting really fed up with this. It even says that I already received the withdrawal, but on the other side of the transaction, it says the money is suspended.
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4 months ago
Dear Miimii30,
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.
- 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?
- Is any withdrawal currently pending in your account?
- Could you please share your communication with the casino regarding the canceled cashout and additional verification? 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
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4 months ago
Translation
They say yes, I should submit the documents and I have done that several times, especially since I have deposited a lot because I was already verified, but suddenly they wanted to verify my deposit regardless of my bank statements and my credit card. I submitted everything again but they keep rejecting everything and they say my account was verified by No Cube, which is a lie because when I registered I was only able to make my first deposit. When I verified my account
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4 months ago
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my credit card has been rejected again even though there is no different name or address and as you can see my identity is verified which the casino denies it is actually only about the payment ID which was also verified until recently 😡😡😡
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4 months ago
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Could they help me now or not? They rejected my document again 😡 
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4 months ago
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Thank you for ignoring my messages here and my email that I sent to this Tomas is ignored. I thought you would help me then you don't offer your help if you don't answer on the website and also not by email
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4 months ago
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I thank you for nothing other people you answer one after the other and not me at all 👍🏽
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4 months ago
Thank you very much, Miimii30, for providing the necessary information and your patience. I will now transfer your complaint to my colleague Dominika (dominika.l@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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4 months ago
Hello Miimii30,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite StarGames Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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3 months ago
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Yes, I want that, it's the last thing they'll do to me. I've paid in so much for years and everything was verified and suddenly I want to pay something out and they come to me with something like that and the customer service is the last thing they can do.
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3 months ago
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.
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3 months ago
Translation
Hello Dominic,
Hello Miimii30,
Thank you for reporting on this issue. We looked into the case internally and this is what happened:
- The player account was verified automatically. However, according to our Terms and Conditions, we can also request documents from our players in certain cases. This was the case here.
- We have discovered some irregularities on the player's account. Therefore, the player has requested the following documents:
- proof of identity,
- proof of address and
- a masked credit card.
- After internal audit: we have already received the proof of address and the masked credit card.
- However, we require proof of identity from the player (an ID document from the European Union or a passport) so that we can pay out quickly in the future.
Thank you for your understanding. As soon as we have the document, nothing will stand in the way of making a payout.
However, we would like to point out that the player currently has neither a pending withdrawal nor enough funds in the player account to request a withdrawal.
Best regards,
The StarGames team
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3 months ago
Dear Miimii30,
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
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Update from our side: the player has provided us with the documents. We have reviewed and accepted them. The player is now fully verified and can request a withdrawal at any time without delays.
We therefore consider the case to be "successfully closed". Thank you for your understanding!
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