A fully verified player from Germany was facing withdrawal issues at Stelario Casino. Despite numerous correspondences with customer support since November, she hadn't received her €135 winnings. She believed the continued requests for additional documentation were stalling tactics. Her account access had also been recently blocked and she wasn't receiving replies to her emails anymore. We attempted to communicate with the player to gather more information and extend the resolution timeline, but due to the lack of response from her, we had to reject the case. However, we remained open to assist should the player have chosen to resume communication.
Stelario Casino - Player is experiencing delayed payout and locked account.
Amount: €135
Stelario Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello Guru Casino,
Need your help. I am stelario casino verified. These are the things I always do first. My deposit of November 20th was 10 EUR and I won one hundred and thirty five euros. As I said, my verification was already done. Of course, I kept sending new documents to their requests as they wanted, but they weren't recognized or even when I answered.
I've been writing to support back and forth probably ten times since November, maybe even more.
There I am always reassured that it will all go away, but nothing happens or at the beginning you kept asking for another document of this kind. 2 things
Skrill account deposit and account statement. Of course with personal details and address on it.
That was enough for the online chat support. But apparently not the internal casino, however that is handled there. I'm of the opinion that it's just stalling and trying to make me give up or squander it. So for me it is absolutely certain that this is an attempt to cheat me out of the winnings or to avoid the payout. I definitely blame them for that. And if you have a good review here, I also accuse him of doing this on purpose, as I said. this is cheating on the player. I have lots of screenshots. I also took screenshots of chats, but we should have sent them to me by email, but I can't find them. Maybe they can get them to SEND THE CONVERSATION HISTORIES to you.
To me, this isn't my first personal experience, it happens to me sometimes, but most of the time, something like this isn't the norm, my verifications are all top perfect. It is incomprehensible to me that this CASINO is doing such a terrible job of holding me out for this small amount and without your help nothing will happen, I know that.
SO PLEASE LET'S DO THIS PUBLICLY UNDER FAIR CONDITIONS and see what they are supposedly accusing me of and refusing to pay out.
Thank you Guru Casino for existing. You've helped me before. At the time, payment was held up for 6 months until I was recommended to you.
I don't want anything that I'm not entitled to, look at this with me and see who is being wronged here.
I hope that puts a little damper on their good rating.
I'll still look for the screenshots and upload them here if I'm looking for TVs that are relevant. If you have specific wishes, just ask me and ask me if I have anything else where I can no longer log in. If you contact support Fortstadt, write the email twenty emails have been written and not a response since then.
Best regards
Helene M*****
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear Lenuschka,
Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with Stelario Casino.
To better understand the situation and assist you effectively, could you please provide us with the following details:
- Can you confirm the specific documents requested by the casino for verification?
- Did you receive any specific reasons or explanations from the casino regarding the delay in processing your withdrawal?
- Have you made any recent attempts to contact the casino's support team, and if so, what responses have you received?
- Additionally, if you have any relevant communication or screenshots, please feel free to forward them to petronela.k@casino.guru for further review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Dear Lenuschka,
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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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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