HomeComplaintsStelario Casino - Player claims that payment has been delayed.

Stelario Casino - Player claims that payment has been delayed.

Amount: €15,400

Stelario Casino
Safety Index:Very high
Submitted: 26 Aug 2023 | Case closed : 05 Sep 2023
Case closed Our verdict

Other

REJECTED

Case summary

1 year ago

The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.

Public
Public
1 year ago

I’m struggling to withdraw my money.

I played 40x the Bonus as requested, then I asked for the first withdraw.


That one is pending since KYC verification.

I sent all the stuff requested but I don’t receive emails from their financial dept so I got to ask everytime for news at the live chat.

Now it seems KYC is ok.


Then they told me that:


Dear player, don't worry! Your game session has been sent to the game provider for a check. As soon as we receive a response from the gaming provider regarding your gaming session and rates, we will immediately notify you by email. 


Verification takes 3-14 business days.


I’m really worried as I never had such experience.


Public
Public
1 year ago

Dear Pinkman777,

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

Public
Public
1 year ago

They repeat me:

Please do not worry. Once the additional check is completed, your withdrawal request will be processed. 


An additional check is carried out in accordance with paragraph of the rules 2.4.1 of the project: 

2.4.1. The finance department may postpone processing a withdrawal request due to additional verification. 


-


Please do not worry. This is a standard game session check. You will be notified by mail when the check ends.


I don’t receive any mails from them since day one and got to ask everytime to live chat.


I’m a bit worried


Public
Public
1 year ago
Translation

The complaint can be closed as the balance has been replayed while waiting for payment.


There's no point in making it public.

Automatic translation:
Public
Public
1 year ago

I am sorry to hear that. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news