The player from Italy had registered and cleared the KYC on Starvegas a month prior and had recently won €5000. Shortly afterwards, he became unable to access his account due to a suspension for "customer protection". He wished to withdraw his winnings. The player claimed to have provided multiple valid documents for verification, but the casino had deemed them insufficient without a clear explanation. Despite our attempts to contact the casino for clarification and resolution, we received no response. Consequently, we marked the complaint as 'unresolved', which could have negatively impacted the casino's rating. We had advised the player to reach out to the Italian Gaming Authority for further assistance.
StarVegas Casino IT - Player’s account suspended after winning bet.
Black points: 458
Amount: €6,000
StarVegas Casino IT
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
StarVegas Casino IT has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
7 months ago
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8 months ago
Dear riccardolallai,
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.
- Do I understand correctly that your account was verified?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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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8 months ago
Translation
I have not used any type of bonus, my account is verified yes but now to enter it gives me an unknown error when logging in, the casino wrote to me:
Hello Riccardo,
Thanks for contacting us!
We remind you that you signed a contract during registration.
The Dealer reserves the right to carry out a detailed verification of the Customer's identity in any event deemed necessary for the security of the Customer and the platform. Such verification may include, but is not limited to, requesting various valid identification documents, contacting the Customer directly, or a combination of these and/or other means.
Therefore, this is simply a routine procedure, required for player protection.
They say they do it to protect me, it's strange that it happens immediately after winning 5000 euros and trying to withdraw
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7 months ago
Thank you very much, riccardolallai, for your cooperation. 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.
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7 months ago
Hello riccardolallai,
I'm Michal, and I have taken over this 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,
Could you kindly furnish us with an estimated timeframe for the completion of the player's document verification process? Additionally, are there any additional documents needed to facilitate the withdrawal process?
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7 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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7 months ago
Translation
yesterday I spent two hours in chat and I finally managed to speak to one of their operators, he told me and provided scandalous things, they say that proof of residence is not valid, I provided 3 valid documents in this regard, two account statements from two of my banks and also the bank contract that I signed when I opened, the confused operator first replied that he didn't see the documents then he saw them but they weren't good but he didn't tell me why, it's clear that the casino is looking for excuses not to pay me the I also sent selfies and many other documents, finally I also asked them for the certified email because a friend of mine who is studying to become a lawyer advised me this way and they also provided me with one that didn't work, and I think this is also a crime for the Italian state , I feel cheated on every front and I don't know what to do, in the end I will have to report it I'm afraid
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7 months ago
Dear riccardolallai,
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 at Giochi.reclami.online@aams.it. The Italian Gaming Authority has more options and tools to help players. If you want to know more about ADM and how to submit a complaint please click here. Please let me know how ADM responded at michal.k@casino.guru
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
