HomeComplaintsStarVegas Casino IT - Player's struggling to withdraw casino winnings.

StarVegas Casino IT - Player's struggling to withdraw casino winnings.

Amount: €1,650

StarVegas Casino IT
Safety Index:High
Submitted: 15 Mar 2023 | Case closed : 30 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy is experiencing difficulties withdrawing his winnings due to a third-party deposit. We closed the complaint because the player didn't reply to our questions and messages.

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1 year ago
Translation

Hello, about ten days ago I played slots in this casino by depositing real money. I won €1650. When I tried to withdraw they asked me for a series of documents that I am not going to list because I think you already know what they are asking for. My problem arises from the fact that I used the company card to deposit, which is supposedly mine but is made out to my cousin (I have the physical card, the App, and all my cousin's documents including the certificate of incorporation). The other problem is that I separated about 2 years ago and went to live with my sister, where I didn't bring the residence but only the domicile. Now the casino is asking me for a certificate of residence corresponding to the identity card. Yesterday I went to the registry office where I had my residence and they informed me that I was cancelled. Currently, therefore, I am without residence.

Can you help me? I thank you in advance.


Automatic translation:
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1 year ago

Dear rossanotrombini71,


Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found: https://www.starvegas.it/it/contratto-di-gioco


"Article 10 - Obligations and responsibilities of the customer

If the Dealer becomes aware that the Customer:

  • deposits funds via credit cards without being authorized to use such credit cards and/or related current accounts;

may suspend the contract, informing AAMS, until the facts are ascertained. "

 

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

As for the situation with your residence, have you explained the situation to the casino? What was their reply?

Best regards,

Tomas

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1 year ago

Dear rossanotrombini71,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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