The player from Poland has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Stelario Casino - Player’s withdrawal has been delayed.
Amount: 34,000 zł
Stelario Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Stelario Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
The case is that at the Stelario casino they asked for a Skype connection. I won 34,000 playing wanted dead or a wild and there have been problems for the past few days
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2 years ago
Dear PsychologSnapa,
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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2 years ago
I get this message now:
Dear Mateusz K***,
You are assigned for video verification via Skype call with our representative from Risk Department - you will get the call on 6 October at 16:15(GMT +3).
You need to have your ID card with you.
Please be advised that if the client fails to pass the verification procedure by means of a Skype call at the appointed time, the website Administration reserves the right to cancel all winnings and close the account without the right to restore it.
If you have any questions, we will be happy to help you by Live Chat or Email. support@stelario.com
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2 years ago
Awesome news, PsychologSnapa. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
