The player from Germany has requested a withdrawal two weeks ago. Unfortunately, the payment seems to be delayed. Even though the player's account was eventually blocked, the issue was successfully resolved and he got paid in full.
Stelario Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Stelario Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Stelario Casino does not pay out my balance of 1000 euros. I've been waiting 14 days for all documents submitted for verification up to the skype call (which supposedly only works in English, but I can't speak English) I feel really fooled by this casino .My deposits were not wagered 30 times without a bonus
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2 years ago
Dear Mario,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify if your account has been successfully verified already or the Skype call remains?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hi there,
sent all required documents with selfie, ID in hand
and their stelario.com site in the background.
A translator got me yesterday but support stelario didn't answer at all. Write today that there is a skype call in English. They seem to me to be really screwed up
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2 years ago
Dear Mario B*******,
Your request for withdrawal will be considered only after passing the video verification via Skype according to the paragraph of the rules 2.5.1 .
As soon as you are ready to pass the video verification in English, please let us know about it.
If you have any questions, we will be happy to help you by Live Chat or Email. support@stelario.com
Das haben sie mir heute geschickt
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2 years ago
Thank you very much, Mario, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Why isn't there a German-speaking skype video call
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2 years ago
Hi Mario,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Stelario Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hello, I even sent all the documents for verification a few times.
Current address with proof of bank, selfie of me with ID and stelario
com Page in the background, bank card IBAN number everything umpteen times. I feel really confused and now I want the Skype video in English. The first time they stopped because I can't speak English.
Then I got myself a translator for Saturday and asked if I could call her via Skype when he was there, but unfortunately there was no answer until Sunday when the translator was home again
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2 years ago
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Hello, you paid me 400 euros today, but I hope that the remaining 600 euros will also come, believe the numbers are always 400 a day.
First of all thanks for your help
With friendly greetings
Mario
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2 years ago
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Hello, so you pay me my remaining 600 euros as well.
thanks again
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2 years ago
Hi all,
Thank you for your replies.
Dear Mario,
Please let me know when you receive your winnings in full.
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2 years ago
Translation
Hello, no further payment so far.
Deposited another 300 euros yesterday
and won my balance is now
over 4000 euros but there are difficulties with paying out again
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2 years ago
Hi Mario,
You can either upload the screenshots in this thread or send them to my email address: peter.m@casino.guru.
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2 years ago
Translation
You now want to pay out 3 more times
Today on 03/21 and 03/24 because allegedly only 3 payment requests may be processed by the finance department
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2 years ago
Dear Mario,
Please note that you can only make three active withdrawal requests.
All of your withdrawal requests will be processed in accordance with rule:
9.2 - The Finance Department has the right to determine its own payment and withdrawal conditions, as well as the maximum and minimum withdrawal amount for each procedure, which may vary depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.
In order to withdraw funds, you must make a withdrawal request or requests and wait for it to be processed according to an individual schedule set by the finance department according to the status of your account.
This means that each of your withdrawal requests will be processed strictly in accordance with our project rules, which you have agreed to and committed to comply with.
You can request a withdrawal schedule from the finance department by emailing: kyc@stelario.com
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2 years ago
Translation
Until now they have always paid out my winnings
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2 years ago
Translation
Hi there,
Now they're starting to pull my payout again
I have applied for 400 euros to be paid out 3 times, since I could only make one application at a time
if payments are still pending. Today they had emailed me that they should pay out 2 times 200 euros
apply for. Were also again 400 euros credit at Stelario Casino on it. I immediately submitted a new application for 400 euros. Account balance is zero again, but the remaining 800 euros are still missing.
Let's see how it goes
With friendly greetings
Mario
Dear Mario Bertuzzo,
We inform you that your withdrawal payment in the amount of 400 EUR has been canceled by Stelario Financial Department.
We ask you to make another withdrawal request and to divide it into several parts 200 EUR + 200 EUR.
If you have any questions, we will be happy to help you by Live Chat or Email. kyc@stelario.com
With respect,
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2 years ago
Dear Stelario Casino team,
These are extremely low withdrawal limits. I'm afraid we will have to update this information in your review.
Dear Mario,
Please keep me updated.
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2 years ago
Dear Mario.
We have reviewed your complaint.
The amount of your withdrawal requests in the amount of 800EUR has not disappeared from your gaming account. Your withdrawal requests will be processed according to your individual schedule. You can always request an individual withdrawal schedule by sending an email to kyc@stelario.com
Today the financial department has asked you to split one of your three withdrawal requests of 400EUR into two 200EUR withdrawals. Please follow this instruction for a successful withdrawal.
We remind you that according to the rules:
9.2 Finance Department - has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.
If you have any additional questions, we are always happy to help you.
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2 years ago
Dear Mario,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello,
now they have blocked my account supposedly because of gambling addiction.
But I still have well over 1000 bonus points. When you deposit, they are always there
very quickly, nothing happens with gambling addiction, first of all the money from the customers
pull out of pocket and then close account ,very strange.
Greetings Mario
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2 years ago
Dear Mario,
According to the rules of the project, the administration has the right to close your account at any time if you have no money on your account.
Since all obligations to your login are fulfilled in full, you have no funds on the real and bonus account, as well as you have no active requests for withdrawal, your account was closed by decision of the administration without the right to reopen.
We also notify you that you are not allowed to play on this casino site.
We will have the right to block any of your new accounts without notice and without refund if this clause of the rules is violated by you.
Dear Peter,
All obligations to the client are fulfilled in full, all requests for withdrawal of funds are processed, there are no funds on the client's account.
By the decision of the administration the client's account was closed without reopening according to the internal regulations because there are no more obligations to the client.
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2 years ago
Translation
I don't understand, there are still more than 1000 bonus points on my account, I could buy 300 or 400 euros for that, it looks like a scam to me. First deposit even more than 1000 euros in one day, which is not allowed. And then block the account.
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2 years ago
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With the pay out was also such delays
Tactics only ever a few euros he will gamble away his winnings again
This is the system of Stelario Casino. So to me they are scammers, if they weren't sitting somewhere else I would sue them. There are already lawyers who have recovered older amounts.
Because I thank you for your support with the initial account verification, that was also a scam
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2 years ago
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Strange my account banned and these
Criminals are still sending me bonus offers
Tell me everything about their underhanded machinations. I'm going to badmouth Stelario and my sister is going to help me. She's working
at the newspaper and promised me her support to put a stop to such crimes
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2 years ago
Hi all, thank you for your replies.
Dear Mario,
I'm glad to hear that you received your funds. When it comes to blocking your account, the casino has the right to actually refuse any player at any time as soon as their winnings were paid in full. I understand your frustration but I can't really help you with that. If a gambling problem is involved, I suggest looking for help here: https://www.begambleaware.org/. Thank you for using the Casino Guru complaint resolution center.
Best regards,
Peter
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