Stelario Casino - Player's account blocked after attempting a withdrawal.

I deposited 200€ into the casino and received 100% bonus cash as part of the "Welcome Offer". I played according to the rules and when I tried to withdraw 343€, I encountered some problems. I performed the identification process at the casino, after which my account was blocked. There was a confirmation in the email, which I have tried to go through several times and have asked the casino for instructions. Moreover, I have sent the casino identical documents to the ones it requested from me.

Dear aleksanderelias,

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. 

• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi. I played slot games according to the bonus rules

Hey. I sent you receipts by email. they show how the casino has requested documents with examples and I have sent exactly the same but without success. I have also asked about my withdrawal, but the casino has not responded

Thank you very much, aleksanderelias, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear aleksanderelias,

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 clarify the situation for us?

Thank you in advance,

Mirka

Dear Mirka,

We provide you with information regarding this complaint.

We inform you that the player has passed Sumsub's automatic verification on the website.

At the time of withdrawal, the Financial Department required additional documents to confirm the user’s bank account, which the financial department requested at 28.11.2023 07:32:48 UTC+0.

The documents sent by the user to the Financial Department did not meet the requirements. The Financial Department notified the user about this by email linked to the casino account at 27.12.2023 15:44:24 UTC+0, indicating the documents required to confirm the bank account and their format.

02.01.2024 07:48:15 UTC+0 Financial Department again requested the documents necessary for verification of the bank account, and also notified that the user’s account was closed for the duration of verification and that if the user does not provide all the necessary documents by 27.02.2024, the account will be closed due to casino rules clause 14.6.1.

At 30.01.2024 07:42:59 UTC+0 and 05.02.2024 07:51:09 UTC+0 the user was asked to take a selfie with a driver’s license in his hands against the background of our casino website, since the user’s account was on a check Risk Department.

Since the user did not provide the information requested for verification, the player’s account was closed, and a balance amount of 343 EUR was deducted from the player’s account, about which the user was notified by email linked to the casino account at 04.03.2024 09:05:37 UTC +0 due to violation of casino rules clause 14.6.1:

14.6.1. Stelario reserves the right to close your account and terminate the terms and conditions unilaterally if:

- the user did not confirm ownership of the account (did not pass through the verification procedure), did not confirm his payment method within 90 days, or refused to go through verification, Stelario has the right to write off the remaining funds from the inactive account in its favor.

We inform you that all actions regarding the user's account were carried out strictly in accordance with the current rules of our casino, which the user agreed to when registering the account.

Sincerely,

Risk Department of Stelario Casino.

I have sent an email to the casino guru as an attachment of pictures of the discussions between the casino and me, in which I have sent all the documents required by the casino according to the model example that can be seen in the attachments. how is this possible just asking??

Dear aleksanderelias,

Unfortunately, the screenshots of your e-mails with the casino that you sent us did not contain visible details of the verification documents.

Could you please forward me e-mails with all of the documents regarding your KYC process to miroslava.d@casino.guru ? I would like to look at them to see, what could be the problem.

Thank you for your cooperation.

Dear aleksanderelias,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.