The player from Finland had won money via a welcome bonus at an online casino. The first withdrawal had been successful, but subsequent attempts were delayed due to KYC-related verification. Despite multiple messages, the issue was still unresolved. The player had then reached out to the Complaints Team, who had contacted the casino to inquire about the delay. The casino had responded that the player's account had undergone additional checks by the risk department and that the withdrawal requests were processed in three smaller amounts. The player had confirmed receipt of the payments, and the Complaints Team had marked the complaint as resolved. The casino also had informed the player about the closure of his account, which was done in accordance with their rules.
Stelario Casino - Player's winnings payout delayed due to KYC verification.
Amount: €462
Stelario Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
I was playing with the welcome bonuses at this casino and accidentally managed to win some money. My first withdrawal through them went smoothly, but after that, they started asking for additional KYC related verification documents. I didn't hear anything for two weeks, after which I sent another message, and the response was an investigation from some risk department. Three weeks later, I sent another message and got the same response back.
I didn't breach the bonus terms and everything should be in order, but they refuse to pay out my winnings.
I need help with this situation.
Dear noutaja,
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.
- Is your casino account currently accessible to you? Can you log in?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve the balance you are attempting to withdraw with the help of a bonus?
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,
Tomas
Hello,
Yes i am able to log in to the account.
I played slots, since it was a casino welcome bonus. It was third deposit, i had no issues with withdrawal before this one.
It was a non sticky bonus with 3 x D on the real money. After that i cancelled bonus. I also did this on a earlier deposit and had no issues with withdrawal as it’s approved with their terms.
Thank you very much, noutaja, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 noutaja,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Stelario Casino representative to join this conversation and participate in resolving this complaint.
Dear Stelario Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello,
i got response from casino and they have started to pay withdrawals. They for some reason splitted the withdrawals to 3 smaller amounts.
Dear noutaja,
We inform you that additional check of your account by the risk department has been completed and your withdrawal requests have been processed by the casino's financial department.
2024-03-08 06:10:10 UTC +0, 2024-03-12 09:45:07 UTC+0, 2024-03-14 07:05:08 UTC +0 You received a notification by email associated with your casino account, that your payments in the amount of 154 euros each have been successfully completed.
We ask you to confirm receipt of payments.
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 2024-03-14 07:12:27 UTC +0, in accordance with clause 14.5 of the casino rules:
- 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,
Risk Department of Stelario Casino.
Hello noutaja,
Could you confirm if you have received the three payments of 154€?
I'll be awaiting your reply.
Hey,
I have received three 154e payments. Thank you. 🙂
Dear noutaja,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Stefan
Casino.Guru
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