The player from Baden-Württemberg has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Stelario Casino - Player’s winnings haven’t been received yet.
Amount: €2,000
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
1 year ago
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1 year ago
Translation
Hello, Good Day,
On 24.07, I attempted to cash out my winnings, 2x400 euros (bank transfer to a Hungarian account) and 1x400 euros (Ezeewallet), leaving 800 remaining in my account.
I received an email from the casino stating that I need to be verified...Ok (although it's stated in my customer account that I am already verified. I had done this upon registration, thinking that if I ever win, I wouldn’t have to wait for the verification process. I guess I was mistaken.)
They wanted me to provide a screenshot from my bank account, which includes my IBAN, Bic, and complete address. I have been living in Germany for several years, but I still maintain my Hungarian account. Neither the German nor the Hungarian online banks allow screenshots to be taken, let alone capture all the required data together in one image...
I downloaded my Hungarian bank statement (which has all the wonderful details they require from me!) and sent it over.
They also asked for a photo of the card that I used for depositing, and a selfie with my ID.
I sent everything as requested.
Then they responded, stating that I should send a screenshot containing the required details OR a photo of the credit card (which I had already sent) and that they cannot accept bank statements.
They then requested photos of 2 old credit cards (which I no longer have, as they are no longer valid, but I managed to find photos of them on my phone) and a screenshot of Ezeewallet...
I sent everything again, including the bank statement, and I asked them to understand that there's no way to capture the required data together in a screenshot.
On 25.07, I received a reply asking for the same details.
I resent my bank statements and again appealed for their understanding..
Since then, I have not received any response.
Today, I wrote and resent my last email, only to receive the same reply, that I need to send a screenshot with all the required details in it for my account to be verified!!!
So now I really don’t know what to do, as I believe not only my two banks don't permit capturing screenshots, but they also don't display all the data together! I also fail to understand why they cannot accept bank statements (which I have sent both as a photo and as a PDF document).
I am genuinely seeking your help, as it seems I can't solve this issue on my own.
Many Thanks,
Natalia
Automatic translation:
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1 year ago
Dear nataliagonczi,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello Kristina!
Yes I understand, but my problem is that they don't want to verify my account!
The answer always came that I should send a screenshot, where is my IBAN, BIC and address. But there isn't such a surface where this data is together!
Today my withdrawal request was deleted, came the email that I can only select the withdrawal method that I used last time as a deposit.. ok, today I deposited 20 euros with Ezewallett and again withdrawal request with Ezewallett...
Now I got an e-mail again that I should send a screenshot where IBAN, BIC and the address are together, but there isn't! And anyway because of that I just wanted to cash out with Ezewallett now....
I can't go any further because there's just no way to take a screenshot like that!! I think not only at my bank!
Automatic translation:
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1 year ago
Thank you for your reply, nataliagonczi. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
Could you 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.
