Stelario Casino - Player’s attempts to close his account have been overlooked.

Das Casino ist das schlechteste was ich bis jetzt mitgemacht habe. erstmal kann man nicht auf die weise auszahlen wie man eingezahlt hat.

wenn mann das casino verlassen will wird man unnnötig dort fest gehalten un muss einen triftigen grund angeben um dort wieder raus zu kommen. weiter wird man trotzdem mit werbung beballert und mehrmal gefrag wieso und warum man das casino verlassen will. pielsucht und prävention ist nicht für dieses casino aktuell, das gibt es dort nämlich nicht. ich habe 4mal bis jetzt versucht da raus zu kommen und es passiert nichts. der support verweist immer wieder auf die regeln, triftige gründe gehören zu den regeln, die aber von denen nicht eingehalten werden.

Dear Oliver,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://stelario.com/en/responsible-gaming:

„We at Stelario believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at Stelario, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@stelario.com and ask to terminate your Stelario account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous GamCare Gambling Therapy"

Is this the email address that you have sent your email to?

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

Best regards,

Petronela

Dear Oliver,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Die Anfragen wurden nicht übersehen, sie hane sich ja gemeldet und immer wieder gefragt warum ich das will und dann haben sie gekonnt die Anfrage gar nicht weiter bearbeitet. Ich fühlte mich wie in einer Sekte gefangen, die schickten mir danach besonders viel Werbung und bonus Angebote um weiter zu machen. Ich dachte mir nur, so sieht verantwortung gegenüber dem Spieler aus der das nicht mehr will.

Thank you, Oliver, for your reply. Could you please forward emails or screenshots showing that you have sent requests for the account closure?

Mal ganz ehrlich, jetzt kommen sie damit. Natürlich habe ich das nicht, hatte ich gewusst das es so ein Laden ist hätte ich mir den gesamten Chat Verlauf und Email Verkehr behalten. Sie müßten den doch eigentlich in ihrem Verlauf noch haben. Warum soll ich es beweisen, ich bin nicht der Angeklagte. Beweisen sie mir bitte das es nicht so war.

Thank you very much, Oliver, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Oliver,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Stelario Casino to the conversation to participate in the resolution of this complaint.

Dear Oliver,

Your game account has been closed since 10.01.21

According to your request on 10.01.21 you were clarified the reason for blocking.

You provided it on the same day, and then your game account was closed on the same day. 

You can check your email address, you were sent a letter on the 10th that your game account has been closed.  

Das ist richtig, der Weg bis zur schließung war sehr anstrengend. Das Casino hat mich nicht ernst genommen, ich fühlte mich verarscht und nicht ernst genommen. Weiter dachte ich ihr macht es extra um den Kunden noch mehr Geld ab zu nehmen..

Dear Oliver,

I can well understand your frustration.

On the 10th you made a few deposits and when your balance reached 150 EUR, you unfortunately lost and also used the bonus after that.

You then submitted a request to the appropriate department to close the account. And your account was closed according to the project regulations which you agreed to when you registered. 

We strictly follow the rules of the project and we want our players to follow them as well. 

Your account was closed on 10.01.21 without the right to reopen. 

Thank you both for your replies. Oliver, how much money did you deposit between 4.1.2021 (standard reply to self-exclusion requests takes about 48 hours) and 10.1.2021?

Dear Peter Marko,

The player sent the first letter that he was dissatisfied with the project on 03.01.21.

This letter did not say anything about the fact that the player is addicted, or the player has problems with gambling, and also did not indicate the period of blocking the account, according to the rules of the project.

10.01.21 player sent a letter about the closure of the account:

I quote the letter of the player:

"So, now for the third time, please delete my account immediately, I no longer want to play with them. the support is totally crappy and I'm annoyed by the constant mail flood.please also take me out of the advertising mailing list.

i don't want to spend money on useless casino games anymore."

The player was immediately asked the detailed reason for the blocking, to which the player sent a reply letter:

"Close my account, i have an online casino gambling addiction and want to get out of it and don't want this anymore."

On the same day 10.01.21 after receiving the reason for closing the account in accordance with the rules of the project the account was closed and sent a notification to the player about it. 

Ich finde das es egal ist wie oft ein Spieler sagt das er seinen Account geschlossen haben möchte. Es ist bauernfängerei eine Spieler unnötig in seinem Casino gefangen zu halten in dem er nicht spielen will. Sie haben keine Funktion das der Spieler sich von selbst aus raus nehmen kann oder einen selbstauschluss vornehmen kann. Das ist schon genug um zu sagen das sie die Spieler fest halten wollen und ihn auszunutzen um ihm sein Geld zu nehmen. Sie nehmen es wissentlich in Kauf das die Spieler ungewollt in ihrem Casino fest hängen und nur mit einem angeblich triftigen Grund oder einer Lüge bei ihnen raus kommt. Das ist eine schlechte Einstellung und so nicht zu empfehlen, deswegen ist der Support sehr schlecht und nicht annehmbar.

Well, the player asked you to close your account on 2.1. 2021, 9.1. 2021 and 10.1.2021 (screenshots above). That is 3 emails, in each email, he stated practically the same: Delete/close the account immediately.

I quote: "The player sent the first letter that he was dissatisfied with the project on 03.01.21. This letter did not say anything about the fact that the player is addicted, or the player has problems with gambling, and also did not indicate the period of blocking the account, according to the rules of the project."

Did anyone ask the player the first time what his reason for the closing of his account was or was it just ignored?

Dear Peter Marko,

According to the rules of the project, namely the paragraph of the rules:

14.1. If there is no debt to us or any other Third side, you can close Your Account and terminate the Terms of Use on not less than twenty four hours’ notice to us at any time. You can contact our Customer Services Department - support@stelario.com for noticing us about your decision.

14.1.1. In request for closure of the account you mention:

- the objective of your request (closure of the account);

- the reason of your decision (in particular if you are going to close your account because of concerns over the level of Your use of the Services. We will reply to your request after getting it. There will be a confirmation of closure of the account and the date, when this closure will be effective. Account Holder, for his part, commits to continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms of Use shall terminate).

Dear Peter Marko, please see where the player sent the second letter. It was sent to the financial department, it is unclear why. 

Finance Department does not block accounts and this is stated in the rules of the project.

Despite his desire to stop playing, the player came to the project and activated all his bonuses, which confirms his desire to continue playing without mentioning game addiction. 

10.01.21 player sent a letter with the criteria for blocking the game login, according to this letter and the rules of the project game account was closed without the right to open 10.01.21.

If a player has a complaint about the blocking of a gaming account, he can complain to the licensing authority, and for our part, we will also provide all information on the player to resolve the issue. 

If a player does not want to comply with the rules of the project, but agreed at registration with them, our fault. 

This player is forbidden to play on this casino site, as well as on casino sites specified in the license. 

Wie Sie oben zitiert haben kann der spielen ohne Grund das Casino verlassen, das ging aber nicht. Weiter die Email die an die falsche Adresse gesendet wurde, diese Adresse habe ich aus einem Chat mit ihren Mitarbeitern online bekommen und da hieß es ich soll mich bitte an die wenden damit mein Konto geschlossen werden soll. Ja, ich habe die bonisse benutzt, ich bin ja auch immer wieder in eure Falle gelaufen. Hattest ihr mein Konto gleich gelöscht, hatte ich gar kein Geld mehr eingezahlt, so ist das nun einmal mit einer Sucht.

14.1. Wenn keine Schulden gegenüber uns oder einer anderen dritten Seite bestehen, können Sie Ihr Konto schließen und die Nutzungsbedingungen jederzeit mit einer Frist von mindestens vierundzwanzig Stunden kündigen. Sie können sich an unsere Kundendienstabteilung wenden - support@stelario.com, um uns über Ihre Entscheidung zu informieren.

Dieses gilt wohl nur für Sie und nicht für den der ihr casino verlassen will. Da steht nichts von einem triftigen Grund, somit kann ich eine Kündigung erwirken solange ich keine Schulden bei Ihnen habe.

Hi all,

Thanks for your replies. I wanted to test the account closure/self-exclusion myself so that I could judge how the system works more objectively. I opened an account in the casino and asked for account closure shortly after that using similar words like Oliver. The reply was very quick and the support asked me what the reason was (see picture attached). My question for Oliver is: Did you reply to the question every time and explained that you had a gambling problem?

Beim ersten Mal nicht direkt, ich glaube es war das ich nicht mehr spielen möchte. Danach schon, darauf hin wurde gefragt was ich denn für ein Problem habe, ich fühlte mich hingehalten. Ich frage mich warum wird ein Konto nicht einfach geschlossen wenn man sagt ich möchte nicht mehr in dem casino spielen, warum wird meine Entscheidung nicht einfach angenommen und macht was ich möchte. Ich muss doch nicht darum betteln ernst genommen zu werden..

Hi Oliver,

I see now. When it comes to processing self-exclusion requests, the casino actually didn't do anything wrong. They replied very quickly, asked you for a reason, and mentioned the advantages of you staying in the casino because they didn't want to lose you as a customer. This is a common marketing practice and since you didn't inform them about your gambling problem, they considered you to be an unhappy customer. You are right that it would be much easier to get self-excluded by pressing a button in your account but this feature is not an industry-standard yet. If you had informed the casino that the reason for the self-exclusion was a gambling problem and, despite that, they wouldn't close your account, we would request the deposits back. However, I'm afraid I can't help you in this situation. If you do have a gambling problem and want to self-exclude yourself from a casino, I recommend you express your request as clearly as possible. I wish I could be of more help.

Best regards,

Peter