Stelario Casino - Player's withdrawal has been delayed.

I deposited 30e into Stelario on 11.1.2024 and withdrew 43e.

There were no bonuses or free games involved. They still haven't paid out, and there's been no explanation as to why?

Hello jmlgamebox,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stelario Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified. I started playing there in December 2023. I have made successful withdrawals from the casino before. I played this win with real money, there were no bonuses or free spins involved. I have sent an email about it, but it has not been answered.

Thank you jmlgamebox for all the information provided. I will now forward your complaint to my colleague Katarína (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear jmlgamebox, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Stelario Casino representative to join this conversation. 

Dear Stelario Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Dear jmlgamebox,

We inform you that your account is under review by our casino's risk department.

You will receive a notification via email linked to your casino account as soon as your account is checked by the Risk Department.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Stelario Casino Risk Department.

Dear Stelario Casino , 

Would you please share with us on how long is this player going to be reviewed by your casino’s risk department? 

Dear jmlgamebox,

We inform you that the additional check of your account by the risk department was completed and your withdrawal was paid to you on March 7th.

2024-03-07 12:10:09 +0 you received a notification via email linked to your casino account that your payment in the amount of 43 EUR has been successfully completed.

We ask you to confirm that you have received your payment.

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 2024-03-07 12:48:05 UTC+0, in accordance with casino rules clause 14.5:

14.5. 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,

Stelario Casino Risk Department.

Thank you for the fast response, Stelario Casino. 

jmlgamebox, could you please advise if you have received the payment?

Yes, the money has arrived in the account today. The message has also come about closing the account.

Thank you, jmlgamebox, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.