A fully verified player from Germany had been unable to withdraw 500 euros since December 24th, 2023. Despite daily emails, the support staff made no progress and continually redirected the player to the finance department. The player confirmed that they played with real money and their account was verified. The casino claimed the withdrawal was processed and asked for a bank statement to confirm. The player provided the requested document and later confirmed that the payout had been received. We therefore marked the complaint as resolved.
Stelario Casino - Player experiences delayed withdrawal of winnings.
Amount: €500
Stelario Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Hello, I made a withdrawal of 500 euros since the 24th of December, 2023, and so far, I have received nothing. There has been no progress, and the support staff keeps telling me to contact the finance department. I feel like I've been writing an email every day and still nothing has happened! I am extremely angry; I want my money! I am also fully verified!
Automatic translation:
Public
Public
10 months ago
Hello Face09,
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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello, I'm definitely verified, but I don't remember the exact date. I played normally without a bonus, i.e. with real money. And the finance department hasn't responded for days, nothing has come and it's not normal. Actually it took 3-5 working days for it to be paid out, for me it's already been 3 weeks!!
Automatic translation:
Public
Public
10 months ago
Thank you Face09 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
10 months ago
Dear Face09,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Stelario Casino representative to join this conversation.
Dear Stelario Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
Public
Public
10 months ago
Translation
Hello Mirka, as mentioned, I sent an email to the finance department last week and another email today, there is no response, my money has not been paid out to this day.
Automatic translation:
Public
Public
10 months ago
Dear Face09,
The risk department of Stelario Casino has carefully reviewed your compliance.
2023-12-24 02:49:01 You have submitted a request to withdraw funds.
2023-12-25 10:13:05 Your request for withdrawal of funds was successfully completed by our financial department.
Also 2023-12-25 10:15:19 the financial department notified you by email that your payment was successfully completed.
If you claim that your funds never arrived in your account, then we ask you to send a bank statement on the movement of funds in the bank account from December 25, 2023, to January 19, 2024, in .pdf format to email to the finance department: kyc@stelario.com
Best wishes,
Stelario Casino Risk Department.
Public
Public
10 months ago
Hello Face09,
I wanted to follow up on your withdrawal request and kindly request that you provide us with a copy of the bank statement that was mentioned earlier. This will help us look into the matter and resolve it as quickly as possible.
Thank you so much for your cooperation.
Warm regards,
Mirka
Public
Public
10 months ago
Translation
Hello Mirka, I sent the documents there and sent them to you again by email
Automatic translation:
Public
Public
10 months ago
Translation
Good afternoon Mirka, everything worked out, the payout finally came today, thank you for the work..
Automatic translation:
Public
Public
10 months ago
Dear Face09,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
