Stelario Casino - Player claims that payment has been delayed.

Hello,

I have problems withdrawing money from stelario casino. I have managed to submit all the information they request from me to make a withdrawal to a regular bank account. Their service and response time was ok until I actually sent in all the documents they required of me, then they stopped responding. There is an incredible lack of withdrawal options, which complicates the process. Please can you help me?

Dear fabianmartinsson1994,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello again,

Many thanks for the quick reply - not used to it in processes like this. I understand and know that it may take some time. However, my suspicions are that time does not matter in this case. After I submit documents, I always get new supplementary information to submit. After I sent in my "bank statement" which the casino said was the only thing I needed to send in, I got back that I had to supplement this with a selfie, where my driver's license is visible in the picture together with their website in the background. Does it all sound weird?

Sincerely,

Fabian

Dear fabianmartinsson1994,

Have you received your withdrawal from the casino yet?

Dear fabianmartinsson1994,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.