StarVegas Casino IT - Player's account is under investigation.

I deposited and played with real balance and bonus and won a figure that I don't even remember and I can't see because still after 4 months the account is suspended and inaccessible the casino is uncontactable they only replied once via email telling me that they are checking they are not but knows what

Dear pasqualeoliverioslot ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 

Please allow me to ask you a few questions so I better understand the situation.

Could you please advise if you've received any confirmation from the casino your withdrawal request was received? Which games have you been playing in the casino? (slots, live games, multiplayer) Have completed the verification of your account successfully?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

I have only played slots and the casino has suspended my account, it is inaccessible so I cannot withdraw and refuses to give me any information regarding the unlock

pasqualeoliverioslot,

Could you please forward the email casino sent you regarding your account and any additional relevant communication to my email tomas@casino.guru? I'll await your reply.

there are no communications simply the account is inaccessible and if I go to chat they tell me for 4 months to wait for an email that does not arrive

Thank you very much, pasqualeoliverioslot, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 pasqualeoliverioslot,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite StarVegas Casino IT to join the conversation.

Dear StarVegas Casino IT,

Can you please provide more information regarding the player's suspended account?

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.

Dear pasqualeoliverioslot,

I've contacted the casino at supporto@it.starvegas.it, but I have received just this response from them...

Have you contacted the casino via phone or email recently? Did they respond to you at all?

via email

Dear pasqualeoliverioslot,

The casino did not respond to me, I've only received the "generic answer" as before. Did they be responsive to you by any chance?

Dear pasqualeoliverioslot,

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)(Contacts - Agenzia delle dogane e dei Monopoli (adm.gov.it)) 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 (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

The casino can reopen and solve this complaint anytime.