The player from Sweden had been gambling on Rollingslots and Spinspirit, which did not possess a Swedish license. The player had contacted these casinos several times without receiving a satisfactory response. He was demanding a KYC procedure to validate his play from Sweden and a refund as per regulations. After reviewing the case, we concluded that we could not assist with complaints related to licensing regulations and policies. Furthermore, the player's request for a refund solely based on the lack of valid license could not be facilitated. We suggested that the player should have played only in casinos licensed in Sweden and provided him with a list of recommended casinos. Consequently, we decided not to proceed further with this case.
Stelario Casino - Player complains about unlicensed casinos and demands a refund.
Amount: 1 kr
Stelario Casino
Safety Index:Very highOther
REJECTED
Case summary
Hello!
I have gambled at both Rollingslots and Spinspirit, which apparently lack a license in Sweden and are supposed to refund me everything, but these establishments have not. Given that they lack a Swedish license, I've contacted them multiple times via email to carry out a Know Your Customer (KYC) procedure and to get in touch with them in general. They have not provided satisfactory responses, and so I would like to file a complaint and make contact with them. They should conduct a KYC on me as proof that I've played from Sweden, despite their lack of license, they have enabled this for me. I have kept track of everything and have numerous emails that I have sent to them.
Dear wrgbdng9sg,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Stelario Casino.
Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Unfortunately, in this case, we are not able to help you. I can only recommend you do better research next time and play only in the casinos licensed in Sweden.
Please let me know if there is anything else I could do for you regarding this case, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards
Veronika
Dear wrgbdng9sg,
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.
Hello!
I played on iWildCasino, closed my account and then managed to play on Stelario. I should not have been able to do them as they are both of the same license number, they have the same terms and conditions and much more.
Tried to contact them, but they are pretty good at ignoring.
So now I go on and on until this is resolved.
I just want them to answer, otherwise I will go to their licensing company.
Here are their terms and conditions.
what's so terrible is that they duck their members and customers, if you can't handle offering service maybe you shouldn't have a casino, there are laws that apply nationally as well as internationally, follow them, help your members and make sure that answer, and don't make excuses because it's been too long for them to believe in "waiting times". Be sure to reply to me instead so we can move forward with this.
Both Stelario and iWild Casino are indeed operated by the same company, Altacore N.V., and are licensed by Antillephone, but this does not mean that when you close your account in one casino, your account will be automatically closed in other casinos as well.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.
