The player from Sweden is experiencing difficulties withdrawing his winnings due to ongoing verification.The player has stopped responding and the complaint was closed as "rejected".
Stelario Casino - Player’s struggling to complete the account verification.
Amount: €300
Stelario Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi!It's about stelario casino.I've gone through kyc. All documents are ok except that I have to take a card on an old card that I no longer have. I have sent in a screenshot from the bank that says when the card was closed. They don't even answer it, but send the same email all the time that I should send in pictures on the card. The live chat doesn't help either.
can you help me?
Automatic translation:
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2 years ago
Dear mrbugari,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Yes, everything else is clear. Is just a card I used a long time ago that I no longer have. I have emailed twice but they only send the same email back that I should send in a picture of the card, it doesn't feel like they read my email. Then I get no emails from them, have to go to the live chat to see if they sent anything.
Automatic translation:
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Public
2 years ago
Thank you very much, mrbugari, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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2 years ago
Dear mrbugari,
My name is Stefan, and I will be helping you with this case from now on.
The credit card you are referring to is still valid, or it is already out of date?
I am looking forward to your response.
Kind Regards,
Stefan
