Stelario Casino - Player’s struggling to complete account verification.

Basically I have the problem of the screenshot procedure, for security reasons I can't do it, what should I do?

Dear vrispoli5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that you're experiencing difficulties verifying your casino account.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Yes, I have sent them everything they requested, for security reasons the screenshots on the home banking of some banks cannot be done, I have also sent them the official documents requested directly from the bank

In addition, the account has already been verified on the site, before playing, now I don't understand why the department hasn't responded to emails for 3 days

Thank you very much, vrispoli5, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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 vrispoli5,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Stelario Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case?

Looking forward to hearing from you.

Best wishes,

Natalia

Dear vrispoli5,

We have reviewed your complaint in detail regarding the verification of your account.

We would like to inform you, that all actions with regard to players' accounts in our casino are made strictly according to the established rules, which you also agreed and undertook to comply with.

Initially, you have passed the standard verification of the account in your profile.

According to our casino rules, the finance department may request additional documents to verify your account in order to process your withdrawal request.

You will need to provide the following document to complete your account verification:

- A screenshot of your personal online bank profile IT41F3253*******006571195502 which contains the following information:

- Bank account number / IBAN (international bank account number)

- Bank ID / BIC (bank identification code)

- Detailed address of beneficiary (postal code, street, city, country)

You have been repeatedly requested to provide this document by the Finance Department.

This document is required and has been requested strictly according to the rules of our casino:

9.2 - When verifying your account you must provide the following documents:

- A screenshot of your bank account with the following information:

- Bank account number / IBAN

- Bank ID / BIC

- full address of the recipient party (zip code, street, city, country)

Providing of the specified screenshot according to the rules is obligatory. Our players have no problems with providing this screenshot.

The screenshot of the bank profile can be made both by using a PC and a mobile device. You can make a screenshot with the help of external programs or extensions. The most popular service is Google Assistant, with the help of which it is possible to make a screenshot of any banking application without any difficulties. 

After providing the specified screenshot with all specified data your account will be successfully verified.

Unfortunately, we see that at the moment you cancelled your last withdrawal request of 200EUR and lost all money. We are very sorry for your loss.

Based on all of the provided information, you can see that our casino acts strictly according to the established rules.

Please, if you have any questions or difficulties, please contact e-mail: support@stelario.com

We are always happy to help you.

Dear Stelario Casino, thank you for the reply.

Dear vrispoli5, as you can see, the casino informed us, that you haven't provided all the necessary documents. I'd recommend following the required procedures if you want your account to be verified.

Could you please also specify if the withdrawal request was indeed 200,- EUR since you set the amount of 1050,- EUR in your complaint? Do you confirm that while the complaint has been ongoing, you have already gambled your money away?

Regards,

Natalia

Dear vrispoli5,

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.

Dear vrispoli5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.