Stelario Casino - Player's deposit has not been credited.

Hallo zusammen,

ich habe am 01.03.2023 via Skrill eine Einzahlung in Höhe von 75€ ausgelöst, das Geld wurde von meinem E Wallet abgezogen aber bisher nicht gutgeschrieben. Laut Skrill ist das Geld definitiv an Stelario überwiesen worden. Stelario behauptet mit ständig der selben Standort Antwort, dass das Geld dort nicht angekommen sei, ich habe im Account allerdings genau bei dieser Überweisung um die es geht den Vermerk stehen, dass die Einzahlung erfolgreich war.

Skrill schlägt nun vor, dass ich 30 Tage nach der Zahlung eine Beschwerde über diese einreichen könne und man würde schauen was passiert. Für mich allerdings inakzeptabel. Ich möchte gern mein Geld auf mein E Wallet zurück.

Daher bitte ich hierbei um Unterstützung.

Vielen Dank und freundliche Grüße

Dear yys5mgrf9p,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as forward any relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here.

Additionally, please also forward all the communication between you and the casino.

Thank you in advance for your reply.

Best regards,

Kristina

Hallo,

habe alles an die gewünschte Mail Adresse gesendet. Hier steht trotzdem ich habe nur noch 5Tage Zeit zum antworten? Ist meine Mail nicht angekommen???

Thank you for your reply, yys5mgrf9p. In your initial message, you mentioned that Skrill confirmed the transaction was successfully processed. Do you have any confirmation from Skrill's customer support about it?

Hallo.

habe ich doch hochgeladen. Das letzte Bild. Dort steht, dass nach frühestens 30 Tagen von Skrill deshalb erst eine Beschwerde aufgemacht werden kann

Yes, that is exactly what it said - that you can dispute the transaction in 30 days, not that the transaction was successful. I would like to see confirmation from Skrill support that the transaction was processed successfully from their side. You said in your first message that according to Skrill, money has been transferred to Stelario Casino.

Additionally, could you please post here a screenshot of your deposit/cashier history from the casino account? Have you made any successful deposits via Skrill to Stelario Casino before?

Hier der Nachweis von Skrill

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Was möchten sie jetzt noch wissen? Ich habe Versuch bei Stelario via Skrill einzuzahlen. Den Screenshot haben sie.

ich habe den Nachweis von Skrill erbracht, dass die das Geld überwiesen haben, sowie einen Screenshot dazu, auch habe ich einen Screenshot aus meine Skrill e-Wallet geschickt, wo zu sehen ist, dass dort das Geld weggegangen ist. Ebenso habe ich geschrieben, dass ich nur einmal versucht habe via Skrill dort einzuzahlen.

sie suchen anscheinend nach Gründen nicht weiter zu machen?!

Please note that we have a specific procedure when investigating issues with lost deposits and there are a few pieces of information we need to gather before we move forward and ask the casino for their standpoint.

Thank you very much, yys5mgrf9p, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, yys5mgrf9p,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Stelario Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Stelario Casino Team,

Could you please look at the player's issue and help us to resolve it? Is the casino able to perform a deep investigation regarding the matter using the provided screenshots and details, and inform us about the outcome?

Thank you in advance for providing the necessary information.

Dear yys5mgrf9p,

We would like to inform you that we have initiated a detailed check of your complaint.

All the screenshots you provided were sent to the processing center.

We are providing the details of the check:

1)2023-02-28 23:36:14 UTC+0 you initiated a deposit of 75EUR via bank card prepaid via Skrill.

2) While this deposit was being processed by the processing center you made the next deposit on 2023-02-28 at 23:40:57 UTC+0 by means of a bank transfer in the amount of 75EUR.

Your deposit of 75EUR was credited to your account by bank wire transfer on 2023-02-28 23:42:05 UTC+0 

3) After receipt of your deposit of 75EUR by bank transfer which was deposited to your game account on 2023-02-28 23:42:05 UTC+0 you entered The Dog House Multihold(PragmaticPlay) slot and started to make bets.

4) On 2023-02-28 23:44:07 UTC+0 when your game balance was 67.82EUR, your game account was credited with a deposit of 75EUR on 2023-02-28 23:36:14 UTC+0. All money you used for betting in slots from different providers.

5) The Processing Center also confirmed that the amount of your deposit 2023-02-28 23:36:14 UTC+0 was successfully accepted and processed. We attach screenshot from the processing center ( the time on the screenshot is UTC+2).

You can also check on your side in game history, that this time all amounts of your deposits have been successfully added to your game account and you used them for betting in slots.

We are very sorry about the situation with the checking of your deposit information, but without the confirmation from Skrill that you provided, the check could not be performed correctly.

Best regards.

Stelario Casino Risk Department.

Hallo,

Danke für die Rückmeldung. Alle Einzahlungen zusammengerechnet fehlt trotz allem der Betrag in Höhe von 75€ ( ersten Versuch der Einzahlung ) via Skrill.

danach bin ich dann auf giropay umgestiegen und das funktionierte tadellos. Einzig die erste Einzahlung nicht. Und diese wurde bis heute weder an Skrill zurückgegeben noch auf meinem Spieler Account bei Stelario gutgeschrieben.

Daher bitte ich nun erneut um die Herausgabe meines gezahlten Betrages. Ich habe auch parallel einen Fall via Skrill eröffnen lassen um mein Geld zurück zu fordern.

Mit freundlichen Grüßen

Dazu kommt, dass ich mit der zweiten Einzahlung, welche dann auch via giroypay funktioniert hat, einen Bonus in Höhe von 100% bekommen habe. Also 75€ eingezahlt, + 75€ Bonus. Das dieser gutgeschrieben wurde habe ich gesehen und diesen auch genutzt.

Hätte die erste Einzahlung via Skrill funktioniert, dann hätte ich also insgesamt 75+75 ( 150€ ) erste Einzahlung und 75+75 ( 150€ ) zweite Einzahlung erhalten müssen! Das ist nicht der Fall gewesen. Als ich auf 69€ war, kam der Bonus in Höhe von 75€ dazu und kein Echtgeld Guthaben wie sie hier schreiben. Das entspricht nicht der Wahrheit.

Dear yys5mgrf9p,

We would like to inform you that the amount of your deposit 2023-02-28 23:36:14 UTC+0 was successfully credited to your gaming account 2023-02-28 23:44:07 UTC+0 in the amount of 75EUR.

For this deposit you did not receive a welcome bonus for the first deposit, because you did not wait for the processing of this deposit, you initiated a new deposit of 75EUR with a bank transfer 2023-02-28 23:42:05 UTC+0, choosing the same bonus 125% Welcome Bonus + 125 Freepins in slot Fire In The Hole xBomb on your first deposit.

Automatics will block access to the deposit bonus selection only after you successfully complete the deposit. Since you selected the same bonus, it was only for the first successful deposit.

You can easily track the changes in your balance on that day by the game history shown in your profile.

On your first successful deposit by wire transfer, you have successfully received and redeemed a special welcome bonus of 125% (93.75EUR)+125 FS. You received this personalized welcome bonus on your first deposit because you registered with our partner.

Best regards.

Stelario Casino Risk Department.

Dear Branislav,

In case a player refuses to check the reliable facts, simply look through the history of his games in his profile, where the change of balance and receipt of the deposit on his gaming account is indicated strictly by the time. 

We are ready to provide you with additional data, confirming all the above information by us and that the player successfully used his deposit for betting in the games and what bonuses were received by the player for his deposits.

Best regards.

Stelario Casino Risk Department.

Hallo,

dann frage ich mich dennoch, warum die erste Einzahlung, siehe Screenshot unten nicht als complete also abgeschlossen aufgeführt wird?!

wenn ich alles zusammen rechne an Echtgeld sollten insgesamt 350€ zusammen kommen aufgrund der getätigten Einzahlungen. Gesamt sind es allerdings nur 275€. Wie erklären sie sich das?

Dear yys5mgrf9p,

The transactions that you indicated:

2023-02-28 23:35:44 Noda

2023-02-28 23:39:28 Noda

These are transactions that were initiated by you to deposit funds to your account via bank transfer.

These transactions are not successful because you have not completed the payment. For this reason, they have the status "decline" and they were not credited to your game account.

We kindly ask you to confirm that you have checked your gaming history and that you have verified that your deposit of 75EUR 2023-02-28 23:36:14 UTC+0 by credit card has been used successfully for betting in slots.

We ask for more details regarding your case with regard to the amounts 275EUR and 350EUR.

Best regards.

Stelario Casino Risk Department.

Thank you both very much for your replies and the details provided.

Dear yys5mgrf9p,

If I am not wrong, you have full access to your gaming account in Stelario Casino.

Can you please provide me with your complete gaming history from this account?

Could you contact your payment method provider (from who the deposit was not successful), and provide us with their confirmation that this payment was successful and debited from your account?

Can you also answer the casino's question and explain in more detail the amount of €275 and €350?

Feel free to send the necessary data to my email address (branislav.b@casino.gugu).

Dear yys5mgrf9p,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Stelario Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru