The player from Italy had been unable to withdraw funds from her blocked Starvegas account for three months. The casino was not responding to her account closure requests and was refusing the submitted documents without explanation. We contacted the casino multiple times but received no response. As a result, the complaint was marked as unresolved, and the player was advised to contact the Agenzia delle Dogane e dei Monopoli for further assistance.
StarVegas Casino IT - Delay in withdrawal due to blocked account.
Black points: 1359
Amount: €8,000
StarVegas Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Hi, my Starvegas account has been blocked with no withdrawal capabilities for 3 months, the casino is ignoring my requests for account closure and payment of my winnings, and the documents I submit are promptly rejected without any explanation.
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5 months ago
Hello lucyBra,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with StarVegas Casino IT. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Why was your account closed? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
they don't approve the proof of residence I sent my bank statement many times but they say it's not good without saying why, they accepted my selfie instead, they've been doing the checks I think for more or less two months
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5 months ago
Hello lucyBra,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
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5 months ago
Translation
They asked me for a document already provided by the undersigned on April 28th and also approved by them today requested to take more time and not pay
Dear Customer,
Thanks for contacting us!
Thank you for providing us with a rationale for using VPN, the relevant department is reviewing your request.
In order to proceed we are waiting for the following document:
• A photo of the **1817 card leaving the first 6 and last 4 numbers uncovered and covering the central ones. If the cardholder's name and surname are not present on the card, you will have to send us a bank statement or a list of transactions, containing the card number (only the first 6 and last 4 digits), name and surname, screenshots will not be accepted of home banking from smartphones.
For further information, do not hesitate to contact us by phone on 800 596738, from Monday to Sunday from 8.00 to 21.00. For any clarification, please reply directly to this email.
Cordially,
StarVegas support
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5 months ago
Translation
but can you explain to me how do you rate this casino 9+ stars? They don't respond, they ignore you completely and I see that it's not something they do only in my case but on all the cases you have on the site and you also have many
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5 months ago
Hello lucyBra,
Can you please forward the communication as an e-mail not just a copy paste version here? Send it to nikolas.b@casino.guru.
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5 months ago
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Once done, I forwarded that and other communications from them to you
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5 months ago
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to make you understand how this casino treats players this is the selfie I sent them and they say they want another one with the excuse that the document data cannot be read, what are they doing with my photos? because clearly you can see everything clearly, because RATED 9 STARS these thieves who ask for photos from young girls and abuse them
I am speechless
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4 months ago
Hello lucyBra,
Can you forward the document through e-mail as it is fully unreadable here as an attachment?
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4 months ago
Hello lucyBra,
What about the other documents which were rejected? Can you forward them as well?
Reviews are managed by our forum not the complaint team.
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4 months ago
Translation
For now they have said that the other documents are fine then if I send them another selfie maybe they will approve it but then they say that another document is not fine, they do that now I understand
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4 months ago
Hello lucyBra,
So which documents are rejected? Did you forward it to the above mentioned e-mail? What is the current status of the verification?
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4 months ago
Translation
they no longer respond, it is not clear what is wrong and above all for what reason
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4 months ago
Thank you lucyBra for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Hi lucyBra,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.
Dear StarVegas Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's KYC review? What were the reasons for rejecting certain documents?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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4 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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4 months ago
Translation
these are clearly hiding behind the kwc verification so as not to pay, why do you rate them very high in security?
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3 months ago
Dear lucyBra,
I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). Here you can read more about submitting complaints to a regulator: https://casinoguru-en.com/submitting-complaints-to-regulators.
I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
