The player from Greece had sent all required documents and selfies to the casino, but the verification process was still not completed. The player had attempted to contact support but received no response. After two days, the casino had blocked her account and withheld her winnings of 700 euros. We had asked the player to provide evidence of the communication with the casino, particularly the explanation for the account suspension. However, no evidence was provided from the player's side. Consequently, we had to reject the complaint due to a lack of supporting evidence.
Stelario Casino - Player faces account validation delays.
Amount: €1,000
Stelario Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Good evening, I have sent all of the documents and selfies, yet they are not validating my account. I am sending emails to the support but they are not responding. What should I do?
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7 months ago
Hello Tony2020,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
I sent it two days ago and it showed me on the site that everything is fine and the papers and now it tells me that I can't verify the account and they literally tell me what to do
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7 months ago
Hello Tony2020,
As stated above, verification may take up to 14 days so I would recommend to wait only. Please let us know if it would take longer so we can try to intervene.
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7 months ago
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now they have blocked my account and are not sending me the money
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7 months ago
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The administrator suspended my account and I was supposed to withdraw 700 euros and I got nothing
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7 months ago
Hello Tony2020,
Can you please forward the communication between you and the casino, especially where they explain the reason of blocking you to nikolas.b@casino.guru?
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7 months ago
Dear Tony2020,
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.
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6 months ago
Due to the aforementioned reasons - no evidence provided from the player's side, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
