The player from Sweden has requested a wire transfer 10 days ago. She believes that the funds have been sent to the wrong bank account. Player’s complaint has been resolved successfully.
Stelario Casino - Player’s struggling to receive her withdrawal.
Amount: €400
Stelario Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
I won 400 euros and made a payment on November 19, 2022. I verified myself on the casino's website with a passport and a selfie. Then the e-mails started coming that I should submit one document after another to get the money. At the same time, the money disappeared from the game account and there was a completely different account number than the one from which I had deposited money into the game account. I don't know how many emails I have received from kyc@stelario.com that they needed more verification documents. Today 29/11 I received an email that I can withdraw money without having to verify myself more times. BUT I probably won't get my 400 euros that I won. They appear to have been paid to an account that does not belong to me.
I am annoyed, frustrated and pissed at how this casino treats me as a player. This is a casino that is only out to scam people out of money!!!
Now I wonder if I can be robbed of money from my bank account as they have requested information from the bank. But they haven't received my full number on the VISA card or Mastercard card.
Automatic translation:
Public
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1 year ago
Dear MIOMIO59,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have opted for to deposit funds into your account? Was this your first withdrawal request in this casino? Are there any bank details saved in your casino account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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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1 year ago
Translation
Hello
Can we wait a bit because today at 12.20 I received an email from support@stelario.com that they have paid out my 400 euros. I still haven't received them in the account, but hopefully tomorrow.
Can I get back to you if I don't get the money within the next few days?
Sincerely
Ingalill L******
Edited by a Casino Guru admin
Automatic translation:
Public
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1 year ago
Translation
Hello
Now we can finish my case because I received 400 euros in my account today. But thank you for getting involved and wanting to help when you are completely powerless and have no meaningful contact with the casino. This is the first time it has been this uncertain and confusing. From now on will make sure their mail ends up in the spam folder. I will never play on this casino site again.
Sincerely
Ingalill / miomio59
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, MIOMIO59, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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