Stelario Casino - Player's account blocked hindering withdrawal.

I deposited 200€ into the casino and received a 100% bonus under the "Welcome offer". I played according to the rules and attempted to withdraw 343€, but ran into problems. I have gone through the identification process at the casino, but since then, my account has been blocked. I've tried several times to confirm the email they sent and have asked the casino for instructions, but they are no longer responding. Can you help me with this issue? Thank you.

Dear aleksanderelias,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Stelario Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which identity documents you sent to the casino? Have any of them been approved?

Have you received any explanation from the casino as to why your account was blocked?

Have you accumulated your winnings with or without an active bonus?

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

Veronika

Hi. ID proof residence certificate all that were required on the page and all have been accepted.

due to verifications, my account has been closed, I have sent the documents in accordance with the casino's requirements in an e-mail, and after this I have asked about the withdrawal situation, but I have not received an answer. thank you

Could you please forward any relevant communication from the casino regarding the closure of your account to my email address veronika.l@casino.guru? Thank you.

I have sent you an e-mail with messages from the casino and me very unilaterally.

I hope you can figure them out

From the email you sent me, it seems that your verification was not finished because you did not provide a satisfactory bank statement. Please keep in mind that the bank statement has to contain all your personal information as well as the name of the bank and the deposits made into the casino so that the casino can check that the payment method you used for depositing belongs to you. Have you received any suggestions from the casino about a more suitable document you could provide them with?

greeting.

I have received suggestions for vouchers from the casino and I have delivered these vouchers to the casino. how long can the verification of documents take, if not several months? if the casino has something objectionable about the books, you could reply to the message and ask for new ones, it won't be left unanswered.

When exactly did you submit the last verification documents?

When was the last time you communicated with customer support regarding your verification?

27.12.2023

Thank you very much, aleksanderelias, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you aleksanderelias for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stelario Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear Peter,

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 2023-11-28 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 2023-12-27 15:44:24 UTC+0, indicating the documents required to confirm the bank account and their format.

2024-01-02 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 02/27/2024, the account will be closed due to casino rules clause 14.6.1.

At 2024-01-30 07:42:59 UTC+0 and 2024-02-05 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 2024-03-04 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.

Dear aleksanderelias, as you were given enough time to provide the documents and have failed to do so, there is not much we can do to assist you further. Unfortunately, we will have to reject your complaint. 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.