Stelario Casino - Player's account is closed.

Hi. I played at the casino with 30e, completely in accordance with the casino's terms, after which my user account closed and I can't see any payouts.

KYC account verifications have been done and approved.

The casino was played on 7.1.2024.

Dear Emppuu,

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. Have you made any successful withdrawals before? Could you please advise when exactly you created your casino account?

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

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

Best regards,

Kristina

Hey. I have collected the profit completely with my own money without bonuses. If I remember correctly, the first deposit and withdrawal from that casino would be at the end of September. There are also many other withdrawals from that casino.

Thank you very much for your reply, Emppuu. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

email sent

Thank you very much, Emppuu, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Emppuu 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 why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear Emppuu,

2024-02-12 10:48:54 UTC +0 An email was sent to you from our financial department to the email address that is linked to your casino account.

Please follow the instructions provided in the email to expedite the processing of your withdrawal requests.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Risk department of Stelario Casino.

Dear Emppuu,

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.

There has been no email of any kind. Not in inbox or spam

Dear Emppuu,

We inform you that our financial department has received the necessary documents requested on 2024-02-12 10:48:54 UTC+0.

2024-03-29 15:05:51 UTC+0 financial department sent you an email stating that your account has been successfully verified to the email linked to your casino account.

Payments of winnings to your account will be made in accordance with the rules of the casino. You can also request an individual payment schedule by contacting the financial department by email: kyc@stelario.com

We inform you that all actions in relation to your account have been and will be performed strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Sincerely,

Risk Department of Stelario Casino.

Thank you very much for the update Stelario Casino representative.

Dear Emppuu, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Emppuu,

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.

Thank you. The withdrawals came from Stelario

Dear Emppuu,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter