StarVegas Casino IT - Player’s account suspended after winning bet.

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

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

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.  

Thank you

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?

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.

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