The player from Finland had reported that he had requested a withdrawal a month prior but the casino had not been responding to his emails and he hadn't received his payout. He had confirmed that he had made successful withdrawals in the past, passed the KYC verification, and won without an active bonus. The Complaints Team had contacted the casino and asked for clarification. The casino had responded that they had completed an additional check on the player's account and confirmed that payments had been made. The player had confirmed receipt of the payments, and the Complaints Team had marked the complaint as resolved. The casino had also informed the player that his account was closed without the right to reopen, in accordance with their rules.
Stelario Casino - Player experiencing withdrawal delays and poor communication.
Amount: €406
Stelario Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I made an withdrawal at 17.1.2024 and it has been a month now, the money hasn't arrived and the casino doesn't answer to my emails, even though in the chat they directed me to send an email to their KYC Department.
Dear nyaredoxvirallinen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
I have made successful withdrawals in the past, I have passed KYC verification and I collected this win without an active bonus, it was a raw deposit.
Thank you for your reply, nyaredoxvirallinen. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Thank you very much, nyaredoxvirallinen, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello nyaredoxvirallinen,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Stelario Casino,
Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Hey,
Even though you say you sent me an email, I haven't received one.
How long does the review take? You would think that the inspection would have already been done in this time, which I have now had to wait for more than a month.
Best regards,
nyaredox
Dear Stelario Casino,
Please let us know here in the thread with any updates. We will be waiting to hear from you.
Dear nyaredoxvirallinen,
We inform you that an additional check of your account by the Risk Department was completed on March 8th.
2024-03-08 06:35:10 UTC+0 and 2024-03-12 09:40:08 UTC+0 you received notification via the email associated with your casino account that your payments for the amounts 200 EUR and 206 EUR successfully completed.
We ask you to confirm receipt of payments.
We also inform you that your account was closed by decision of the administration without the right to reopen, of which you were notified by email 2024-03-13 10:55:25 UTC+0, in accordance with clause 14.5 of the casino rules:
- Stelario, in turn, reserves the right to close your account at any time, terminate the Terms of Use and provide you with written notice using the contact information in your account.
The casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.
This decision is final and cannot be changed.
All actions regarding your account are carried out strictly within the framework of the rules of our project.
Sincerely,
Risk Department of Stelario Casino.
Dear nyaredoxvirallinen,
Could you confirm that you have received your payment?
Dear nyaredoxvirallinen,
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,
Michal V, Casino.Guru
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