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

Das Casino fordert unmögliche kyc bedingungen. Kulanz ist nicht zu erwarten. Der Support ist ebenfalls nicht entgegenkommend.

Dear Philipp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

Die KYC wurde abgeschlossen allerdings wurde meine Auszahlung aus mir keinem bekannten Grund einfach abgebrochen. Somit ist dieses Casino für mich Geschichte. Ich kann nur andere warnen auf Curacao Casinos zu spielen, da sie weiterhin ihrem alten Ruf hinter sind.

Is there any relevant communication that you could forward to petronela.k@casino.guru? Do I understand correctly that regardless of successful account verification your withdrawal was cancelled? Have you accumulated your winnings with or without an active bonus?

Looking forward to hearing from you.

Dear Philipp,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.