The player from Greece had a verified account but found his account closed without notice, allegedly due to gambling addiction, after noticing his deposits had gone to different destinations. He had been trying to contact the casino for a month without receiving a response and wanted his total deposits of 195 euros returned. The issue was resolved by clarifying that the player's request for personal data deletion fell outside the Complaints Team's expertise, and the complaint was closed without further assistance.
Stelario Casino - Player’s account has been closed.
Amount: €195
Stelario Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Good evening. I have an account at this casino, and it has been fully verified. I have made total deposits of 195 euros. I was playing normally, and one day when I made a deposit, I noticed that each time I deposited, the money went to different destinations. I sent them this observation via email, and they closed my account with the excuse that I am addicted to gambling, acting on their own initiative. These people are scammers. I have been sending them emails for a month, and they never respond. I didn't have a balance in my account, but since they did this, I obviously want the deposits I made returned to my bank account, and then I want my account to be permanently deleted because they are scammers.
Automatic translation:
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2 months ago
Dear Nikosnikos1312,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. Please understand that it is common practice for many online casinos to use neutral company names for transactions. This is done to protect your privacy and ensure that your financial institution does not identify the transaction as casino-related.
To help us investigate further, could you please forward me the email communication between you and the casino that led to the closure of your account? You can send it to me at veronika.l@casino.guru.
Additionally, could you kindly confirm the following:
Have you successfully passed the full KYC verification?
What was the balance in your account when the casino decided to close it?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Casino Guru
Public
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2 months ago
Translation
I had no tpol on my account when it was closed. My account was verified normally. I just want my account and data to be permanently deleted please help me thank you.
Automatic translation:
Public
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2 months ago
Thank you for your response. I understand your request to have all your personal data removed from the website. However, we are unable to assist with this particular matter, as handling GDPR-related complaints falls outside of our area of expertise.
If you wish to pursue this further, we recommend contacting the appropriate authorities responsible for GDPR concerns. While we always strive to support players dealing with unfair casino practices, GDPR issues are beyond our scope.
We appreciate your understanding and wish you all the best going forward. As we are unable to assist further, this complaint will now be closed. If you encounter any issues with this or any other casino in the future, please don't hesitate to reach out to us.
Best regards,
Veronika
Casino Guru
