The player from Germany's account was closed, and a balance of approximately €4500 was cancelled due to alleged bonus abuse and strategy use while playing with an active bonus. The player was confused about the accusations and sought clarification on what actions could be taken next. The Complaints Team intervened, and the casino re-evaluated the situation, ultimately deciding to reopen the account and credit €4834.33 back to the player's game account. The issue was regarded as resolved, and the player was informed that the winnings were now available for withdrawal.
Stelario Casino - Player's account has been closed and winnings confiscated.
Amount: €4,500
Stelario Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, I need help.
My account was just deleted, and I had a balance of about €4500.
This is the reason given:
Customers are not allowed to use strategies while playing with an active bonus (bonus abuse). If strategies are used, the management reserves the right to cancel all of the player's winnings.
- Delaying game rounds in any game, including free spins and bonus features, for a later time when you do not have wagering requirements.
Due to the violations found, your balance has been canceled, and your account has been closed without the right to reopen it. According to the project’s rules, you are prohibited from playing on this site. The casino is not responsible if you open a new account or for any losses you may incur after opening a new account. We reserve the right to terminate any account created in violation of these rules at any time.
I honestly have no idea what I did wrong and don't understand what I am accused of. What can I do now?
Looking forward to your response.
Automatic translation:
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3 months ago
Dear carsten491,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please send me the link to the bonus you played with?
What games did you play?
Did you leave any bonus rounds or free spins unfinished while your bonus was active, and then return to them later?
Have you passed the full KYC verification?
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
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3 months ago
Translation
Hello,
I don't have the link to the bonus, and unfortunately I can't say which one it is or whether I left bonus rounds or free spins unfinished while the bonus was active and came back to them later, since I can no longer log into my account and thus track this.
I passed the verification completely.
Received a payout of my balance of 500€.
But my remaining balance of €4,500 is now gone. Which I absolutely cannot understand.
Thank you for your efforts and help.
Automatic translation:
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3 months ago
Translation
Hello, I just thought of something else.
Because I am accused of bonus abuse.
I declined every suggested bonus on every deposit.
That doesn't really fit with the accusations, does it?
Greetings Carsten
Automatic translation:
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3 months ago
Thank you very much, carsten491, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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3 months ago
Hello carsten491,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Stelario Casino to join the conversation.
Dear Stelario Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru
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3 months ago
Dear Michal,
We have reviewed the user's situation again and made decisions to refund the debited amount as well as to reopen the account.
Dear carsten491,
We would like to inform you that your account has been reopened and the amount of 4834.33 EUR has been credited to your game account. We would also like to point out that the entire amount is available for withdrawal at the moment.
We sincerely apologize for any inconvenience.
Regards,
Stelario Casino Risk Department
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3 months ago
Thank you for your cooperation in reassessing the player's account and for correcting what seems to be just a misunderstanding, Stelario team.
Dear carsten491,
I'm glad the situation concerning your account was reassessed and that your winnings have been re-credited to your account. I hope you will continue enjoying the casino. Please let me know if I can assist you with anything else or if I can proceed to close your complaint as resolved.
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3 months ago
Dear carsten491,
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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3 months ago
The player has not yet replied to our most recent inquiry; however, it is presumed that the issue has been effectively resolved. The casino team has verified that the winnings have been reinstated to the player's account. Therefore, we regard this complaint as successfully addressed. We will proceed to mark it as "resolved" in our records. I would like to express my gratitude to both parties for their collaboration. Should you experience any difficulties with this or any other casino in the future, please feel free to reach out to us, carsten491.
We are here to assist you.
Best regards,
Michal
Casino Guru.
