Stelario Casino - Player’s withdrawal is delayed due to repeated KYC requests.

I’ve been playing at Stelaeio Casino and I’m fully verified there. I recently made a withdrawal request, but they keep asking for KYC documents over and over, even though I’m sending them exactly what they want. I’ve sent the same screenshots they asked for multiple times. Their support team says they can’t help me, and I’ve seen reviews from other people who are having the same issue, they just keep delaying the process.

I asked them to set a loss limit so I don’t play away my winnings, but they told me that’s not possible because the loss limit "is under development." I also asked for a cool-off period, but they denied that too because I have pending withdrawals.

I’m really angry and desperate about this situation!

Dear t7wy4frmsy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stelario Casino.

We understand the situation when loss limit or similar responsible gambling tools are not available to players. I encourage you to be patient until the issue is resolved.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you tried taking the requested screenshots using a personal computer or taking the screenshots using a different device?
• Is the personal information in your bank profile identical to the personal information in your player's profile?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Thomas, thanks for the fast answer.

To answer your questions:

• Yes, my personal information in my bank profile is exactly the same as in my player’s profile.

• I’ve tried taking the requested screenshots using both my personal computer and a different device.

The device I’m using isn’t the issue. Stelario has never said there’s a problem with the documents I’m sending. They just keep sending the same email asking for the same documents over and over, without explaining what’s wrong. Because there is nothing wrong, as you see on the attached files, the document I’m sending is identical with what they are asking for.

It’s really frustrating that they won’t let me set a loss limit or take a cool-off period. Im certain that they’re trying to players to play away their winnings, which is really concerning.

I started playing at Stelario because of their good rating on CasinoGuru, but now I’m wondering how that rating is possible.

I appreciate any help you can provide to resolve this issue as soon as possible.

Thanks,

Thank you very much, t7wy4frmsy, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear t7wy4frmsy,

My name is Mirka, 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 clarification regarding this case?

Thank you in advance,

Mirka

Dear t7wy4frmsy,

We have reviewed your situation and can provide the following update:

The KYC Department requested additional information regarding your bank account during the verification process. Unfortunately, you have not provided the complete information that was requested.

On 2024-08-01 at 12:00:37 UTC, an email was sent to you by the KYC Department. Below is the quoted text from the email:

"Dear Mikail Yenigün,

We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us the following documents and information:

1. A screenshot of your personal online bank profile (or a bank statement) which contains the following information:

• Your address (postal code, street, city, country)

Unfortunately, you did not provide this information earlier. We assure you that your personal information and any payment information are governed by our reliable data protection system. Please send the list of documents to kyc@stelario.com and write down your login as the email subject."

Please provide the necessary information so that the verification process can be completed.

Sincerely,

Risk Department of Stelario Casino.

Dear t7wy4frmsy,

Have you been able to submit the mentioned document in the format mentioned by the casino?

Dear t7wy4frmsy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.