Stelario Casino - Player's struggling with withdrawals.

They refuse to cash out my money. It was not bonus money or anything like that, but my own, if I remember correctly, 30€ deposit.

Dear mustardtigerr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stelario Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that the withdrawal request has been pending since January 13?
• Have you completed account verification in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hey.

• I have done a successful repatriation once before.
• Yes, repatriation has been pending since January 13, 2024.
• I have completed account verification.

Thank you for your reply, mustardtigerr. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear mustardtigerr,

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.

Hey.

Thanks for the reply and the additional time.

• The last successful withdrawal from Stelario was on December 20, 2023, and the money arrived in the account on January 2, 2024, i.e. 13 days. The withdrawal method has been the same as in this last withdrawal.

Thank you very much, mustardtigerr, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@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 mustardtigerr,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Stelario Casino to join the conversation and participate in the resolution of this complaint.

Dear Stelario Casino,

Could you please provide an update on the status of the player's withdrawal request?

Best wishes,

Dominika

Casino.Guru

Dear mustardtigerr,

We inform you that the additional check of your account by the risk department was completed and your withdrawal was paid to you on March 7th.

2024-03-07 12:10:10 UTC +0 you received a notification via email linked to your casino account that your payment in the amount of 44 EUR has been successfully completed.

We ask you to confirm that you have received your payment.

We also inform you that your account was closed by decision of the administration without the right to reopen, of which you were notified by email 2024-03-07 13:30:35 UTC+0, in accordance with casino rules clause 14.5:

- Stelario, in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account.

The Casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and cannot be changed.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Stelario Casino Risk Department.

Dear mustardtigerr,

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.