Stelario Casino - Player’s account seems to be blocked.

I made a deposit of 200.400.600.600 in a way that didn't receive the bonus. When I finally returned 2000 with the 4th deposit, I was forced to log out during play and I have never been able to log in from there. .. .. I checked the contents in the chat, but I was told that I can contact you from another department, and it has already been 4 days, but I have not contacted at all. I think it's too terrible. I would be grateful if you could help me, but I am regrettable and regrettable.

Dear hideya,

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. Is there any notification or a message when you try to log in? What exactly it says when you try to enter your username? Do you type your email address or username to enter your account? Do I understand correctly that your winnings have been accumulated without an active bonus?

I understand that it might seem like a lot of queries, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you for your support. Please check the attached photo for the message that appears when you log in. The second question is probably because the translation function has converted incorrectly, so the question is not good. .. How much did I deposit and what was the final casino balance? Since I have paid from my credit card this time, the proof is correct, so I will attach an image for the time being

I'm sorry, hideya, but I haven't received any attachments or screenshots. If you'd like to forward any supporting evidence, my email address is petronela.k@casino.guru.

Do I understand correctly that your winnings have been accumulated without an active bonus?

Thank you very much, hideya, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello hideya,

I looked at your complaint and will do my best to help you. I would like to invite Stelario Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Dear hideya,

Your account is temporarily blocked due to verification of your deposits.

A letter was sent to you by the KYC department on 2021-06-09 to which you have not yet responded.

Your deposits that you made on 2021-06-06 aroused the suspicion of the Risk Department.

Please read the letter from the kyc department and provide documents for verification of your account, as well as screenshots of the successful payment of your deposits for 2021-06-06 from the history of transactions in your personal cabinet of your bank. (Where we will see that you have made payments in the amount: 400 / 500 / 500 EUR).

E-mail address kyc department kyc@stelario.com

Dear Hideya end Viliam,

The player provided all the necessary documents.

To avoid misunderstandings, we will duplicate here the answer to the player to his complaint. (Also a letter was sent to the player's e-mail address).

Risk Department conducted a detailed check of your game login and your game session.

According to your history on 06.06.21 you have made 3 deposits from the bank card in amount of 400 EUR, 500 EUR and 500 EUR.

There was also a technical error when paying the account.

According to your screenshots you confirmed that you did not make deposits of these amounts.

You deliberately did not inform us that the transactions were not made for the correct amounts, which is a violation of the rules of the project, namely:

19.5. If you become aware of any error connected with Services, provided by us, You shall inform us about it as soon as possible.

19.6. Stelario reserves the right to cancel any bet / withhold any winnings, if they were made or were gotten by using the funds, which we transferred to you by mistake. If there are money, transferred by mistake on your account, you shall repay it to us immediately or after our requesting.

The amount of your deposits which you have paid according to the screenshots that you have provided from your personal bank account (06.06.21):

1. 400EUR = You have paid - 4168 JPY = 31,25 EUR

2. 500EUR = You have paid - 5210 JPY = 39,06 EUR

3. 500EUR = You have paid - 5210 JPY = 39,06 EUR

The first two deposits you have lost completely.

The third deposit according to your balance you began to play EvoPlay - Hot Triple Sevens slot at 5 EUR, and your balance before winning was 440EUR, based on your deposit which you made on 39,06 EUR you lost your deposit (500EUR - 39,06 EUR = 460,94EUR), after that you began to win, respectively, your winning is not legitimate and is not obtained in an honest way.

At the moment of winning you had 440EUR on your balance. (and these funds you received illegally).

According to the rules of the project and the license, your winnings are not fair and are considered to be cancelled.

Your account is open and your balance is currently correct. Payment systems at the moment also work correctly. You can deposit, win, and we will be happy to process your future withdrawal requests.

It's not a very convincing response. We deliberately did not inform us that the transaction was not made at the correct amount. There is something like that, but it's very out of my mind. Since I wanted to play at your company, I have deposited 400.500.500, and of course I will pay the bill for coming at the end of the month. I don't check every time I make a deposit. I have never imagined that such a system error could occur in an important money trading environment. It is unlikely that we will receive it illegally and, at the end of the day, confiscate the winnings. .. I'm not convinced by the response as a result of waiting for a long time.

Dear Hideya,

The waiting period was delayed because you did not immediately respond to the email from kyc.

Moreover, if you really have proofs of the deduction of these deposit amounts from your bank account, please provide them. But unfortunately you will not be able to provide them as you have not made deposits of these amounts.

If you have additional proof of payment of these deposit amounts, please provide it.

From the amount of your deposits, we only received a total amount for three deposits of approximately 109EUR, from an assumed amount of 1400EUR. Which you lost.

We would be glad to get other evidence from your side.

We have performed a detailed check of the Risk Department and the processing center which accepted your payments. You have also confirmed by sending screenshots that you have not paid the deposit in full.

It was only due to your system error, this was just a deposit according to your deposit method, and if there was a mistake, I would tell you that this was due to a system error All you have to do is apologize first and request again As I say many times, I think it's wrong to confiscate my deposit or winnings suddenly without any apology, blaming me for what happened because of that system error. With your response this time, I understand why your company is a low-rated casino . I'm sorry.

It was only due to your system error, this was just a deposit according to your deposit method, and if there was a mistake, I would tell you that this was due to a system error All you have to do is apologize first and request again.

As I say many times, I think it's wrong to confiscate my deposit or winnings suddenly without any apology, blaming me for what happened because of that system error.

It was only due to your system error, this was just a deposit according to your deposit method, and if there was a mistake, I would tell you that this was due to a system error All you have to do is apologize first and request again As I say many times, I think it's wrong to confiscate my deposit or winnings suddenly without any apology, blaming me for what happened because of that system error. With your response this time, I understand why your company is a low-rated casino . I'm sorry.

It was only due to your system error, this was just a deposit according to your deposit method, and if there was a mistake, I would tell you that this was due to a system error All you have to do is apologize first and request again.

As I say many times, I think it's wrong to confiscate my deposit or winnings suddenly without any apology, blaming me for what happened because of that system error.

Dear Stelario Casino,

I would like to ask you to provide evidence of your claims with a description to my email address: viliam.v@casino.guru.

Dear Viliam,

Proofs and screenshots have been emailed to you at viliam.v@casino.guru.

Dear hideya,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.