The player from Italy has had an issue with a frozen account since October. Despite waiting the advised 180 days and sending multiple emails, the player receives no response or automated replies. We made several attempts to contact the casino but it ignored our messages, therefore the complaint was closed as unresolved.
StarVegas Casino IT - Player's account has been blocked for months
Black points: 1532
Amount: €32,933
StarVegas Casino IT
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Translation
Good evening, my Starvegas account has been suspended since October of last year following a win on the slots. I have been trying to send emails asking for explanations for months after being told that I needed to wait 180 days, but either they do not respond, or they respond with automated messages ignoring my requests.
Automatic translation:
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9 months ago
Dear marcolugas841,
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 passed the KYC verification before the casino blocked you?
Do I understand correctly that €32933 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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9 months ago
Translation
3293.3 sorry I misspelled it didn't take the comma, yesterday the casino sent me this email:
HELLO MARCO,
Based on the results obtained from a security check on your account, you will need to send us the documents requested below.
As established by AAMS, sending this documentation is mandatory when requested, therefore your possible withdrawal will remain pending until the verification is complete.
Game account owner documents:
- We inform you that you will need to send us proof of residence in full and no older than 6 months. We accept bills, bank statements, family records and proof of residence. We do not accept self-certifications and identity cards.
If you have SPID, you can download a Family Certificate or a Residence Certificate from the website www.anagrafenazionale.gov.it . Click on "Access Citizen Services". Log in with SPID as authentication method. After that you can download the requested document and send it to us by email.
Alternatively, you can ask your credit institution for an account statement indicating the requested data.
- A copy of card 535456******0071 leaving the first 6 and last 4 numbers uncovered and covering the central ones. If the name and surname of the holder is not present on the card, you will have to send us an account statement or a list of movements, where the card number, name and surname are present or that the card has been closed and extinguished.
I think he therefore accepted the selfie and the new alternative document provided
but the bank document provided as proof of residence was refused and the card I don't know what to send it being a virtual revolut without my name on it
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9 months ago
Thank you very much for your reply, marcolugas841. Even if you paid with a virtual card, there still should be a record of the transaction in the Revolut bank statement. Therefore, I would recommend that you download it from the app and forward it to the casino as soon as possible.
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9 months ago
Translation
I sent everything to the casino that the bank gave me
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9 months ago
Alright. Please, let us know when the casino reviews your bank statement so that we can proceed with this complaint accordingly. Thank you very much.
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8 months ago
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the casino is still not cooperating and asking for more paper ownership documents, they've had my funds for a year now i think i should start hearing a lawyer if i can't resolve this complaint
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8 months ago
Thank you very much, marcolugas841, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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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8 months ago
Hi marcolugas841,
I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply. In the meantime, can you please specify what was the response from the casino and what other papers they require?
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 if you have received all the documents for verification from the player? What were the reasons for blocking the player's account 6 months ago?
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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8 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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8 months ago
Translation
they don't answer.......... they don't pay
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8 months ago
Dear marcolugas841,
I have tried to contact the casino repeatedly but had no success in getting any information. 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 Italian Gaming Authority (ADM) (https://www.adm.gov.it/portale/contatti) and submit a complaint to them. The Italian 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).
I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
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