The player from Germany is experiencing difficulties withdrawing his winnings due to an alleged self-exclusion in sister casino. We rejected the complaint because the player didn't respond to our messages and questions.
Stelario Casino - Player’s winnings have been cancelled.
Amount: €1,400
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello everyone at the moment I seem to have a real run I have registered in the entire casino without a bonus won € 1400 wanted to verify I did that and then got an email that I was banned from another casino because of my exclusion . I was able to log in to the casino in question as normal and also play again. They supposedly only noticed when I verified myself. For me it is just an excuse not to have to pay. I ask for help in this case as well
Unfortunately, playing isn't really fun anymore
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2 years ago
Dear Michael,
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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?
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 this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela yes I have it is referred to the casino Dozenspins I closed this casino because I didn't feel comfortable there I let it close afterwards I was accused of having closed it because I should have a problem with the game, I also have the email even at stelario they just kicked me out without me wanting to
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2 years ago
Thank you very much, Michael, for your reply. If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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2 years ago
Dear Michael,
We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello Petronela, I have sent you the data by email, best regards Michael
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2 years ago
Translation
Hello Petronela, I read my account at dozen spins closed by email on July 15th, 2020 because the casino was a complete disaster Lg michael
I could just register with stelario and deposit only when I had won the account was blocked, which I find very strange
Edited
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2 years ago
Could you please confirm that you have been self-excluded from Dozenspins Casino due to a gambling addiction?
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2 years ago
I'm truly sorry, but in this case, you're not entitled to your winnings. Could you please advise if you have received a refund of your deposit?
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