The player from India was playing a game, but then a technical glitch occurred. The player was no longer interested in our help, therefore we closed the complaint.
Stelario Casino - Player experienced problems with a game.
Amount: Can$36
Stelario Casino
Safety Index:Very highSafety Index
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9.0
Stelario Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
There was game error while playing Mystical Lamp slot during free spins. It hung while I had already won 18$ & 14 spins were left, net amount 0.60$.
Bet id - 59852 as per Stelario casino. When checked same time game history in same slot even that was not showing any history.
Please find attached screenshot. It's clear case of fraud by game provider and even Stelario casino who are not ready to share video of that bet id as game provider fraudulently claiming that there was no issue.
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3 years ago
Dear umesh1jai,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the winnings from the spin haven’t been credited? Have you tried contacting the casino’s support regarding this issue? If there is any communication between you and the casino, please, forward it to kristina.s@casino.guru.
I will be waiting for your reply patiently.
Best regards,
Kristina
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3 years ago
Thank you for your email, umesh1jai. It seems that the casino started the investigation with the game provider. Please understand that it is a necessary step to find out the result of the spin. From our experience, it may take up to 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
We are left with no other option now just to wait for the casino to complete their investigation with the game provider. I will set the timer for 14 days and please, let us know if there is anything new in the meantime.
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3 years ago
Dear umesh1jai,
Has there been any news, umesh1jai? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
As expected they replied as- Game provider found Technical glitch and manually completed game rounds which surprisingly fetched Zero amount out of 14 spins left with bet value of 0.60
They think I'm fool to accept this shit if theirs as it is.
It's fake casino. I knew this would be their reply and they were just reluctant to resolve it further though I requested it twice. Hence I had asked them to give me either Proper winning credit else to close my casino Account.
They preferred to Close my account with the Bullshit reason as - Player has gambling addiction.
That was totally pathetic on part of Stelario Casino. First of all they could not resolve it properly and when I had asked them to close it, they closed it with such weird reason of their own choice.
I want this to be escalated to highest legal authorities.
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3 years ago
Umesh1jai, have you ever mentioned or indicated gambling problems when communicating with this casino? Would you be so kind and forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.
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3 years ago
Dear Umesh1jai,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
