The player from Germany spun a wheel at Stelario Casino and initially saw that he had won €100, but was redirected and then shown 5 loyalty points instead. Despite reporting this to support, the casino insisted everything was fine on their end, leaving the issue unresolved. The player completed account verification but couldn't provide evidence of the €100 win due to the redirection. Without proof, we were unable to assist further, and the complaint was closed.
Stelario Casino - Player contests wheel spin outcome.
Amount: €100
Stelario Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Good day
I have a complaint regarding the Stelario casino. You can spin a wheel every 24 hours to win loyalty points as well as cash prizes. I spun the wheel earlier and won €100. I wanted to take a screenshot straight away to be on the safe side. The problem is that I couldn't do it at first because you're immediately redirected and then you see what you've won. The display on the screen showed 5 loyalty points and I thought, what's going on now?? I immediately reported it to the support staff in the chat, they checked it and said everything was fine with the wheel and I won 5 loyalty points ^^ I then said that couldn't be that the wheel stopped at €100. I tried to take a screenshot straight away but I couldn't. Then it said empty the cache, could that be the reason or have been the reason!?? Huh? I said I do that regularly so it can't be. Well, now it won't be solved because there is no problem on their side. 👎😡 All well and good, I would have liked to take a screenshot and prove it, but I wasn't able to. What can I do then?? 😏
Casino account consists of the email address Mr*****@skymail.de
Kind regards, René
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Hello barkowrene59,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stelario Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Is there any history of the wheel visible within your casino account? When was the last time you spoke to the casino and what was it about?
Please note that without any actual evidence, it is impossible to provide support in such matter.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
I can't say exactly when, it's been a few weeks since I signed up or registered. So far, the email address has been verified, but there were problems with the phone number, and the employee told me that she would make a note that it wasn't that important. I haven't been asked for ID etc. yet. But is it possible to go through this process at any time.....😊👍
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5 months ago
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I can't see any history related to the bike...so I can't find it there....
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4 months ago
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Good morning
So I successfully completed the verification this morning and it was successful!!
That would be the new status of the verification!!
Kind regards, René
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4 months ago
Hello barkowrene59,
As you can see, there is timer on the complaint which indicates the time left to reply. Also please understand that without any evidence, it is not possible to move forward as the wheel could simply be a visual effect and the reward was given correctly.
Is there any kind of evidence that would prove your statement regarding the 100€ win?
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4 months ago
Translation
Unfortunately not, I couldn't take a screenshot. Because after filming you are redirected. That's the problem, I had no chance to do anything. I've done everything on purpose so that you can't take any screenshots to prove something 🤨🧐
If the forwarding didn't happen, you could prove it with screenshots. 😔
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4 months ago
Hello barkowrene59,
As mentioned above, without any evidence, we can't process in resolving the matter. Also if you would get the betting history, it would most likely show the wheel result based on what you received.
I'm really sorry that we could not be more of a help this time. If you would anyhow be able to receive any proof of your claim, free feel to forward it to nikolas.b@casino.guru and we will reopen the case, until then, we will be forced to close it.
Best regards,
Nick
