Stelario Casino - Player's withdrawal remains pending.

I have not received my money even though I have made the withdrawal on January 8, 2024

Hello jonitarkiainen4,

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

yes, my account has been confirmed on 1 December 2023. I collected my winnings with real money without a bonus. I last spoke with Casino on February 22, 2024 via email. I received a message like this in response:

We would like to inform you that your game account is undergoing an additional check by the Risk Department.

We will notify you by email when the check is complete.

We hope you understand.

Regards, Finance Department!

Thank you jonitarkiainen4 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jonitarkiainen4,

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.

Dear jonitarkiainen4,

We inform you that your account is being checked by the risk department of our casino

2024-03-07 10:39:22 UTC +0 An email was sent to you from our financial department to the email address that is linked to your casino account.

Please follow the instructions provided in the email to expedite the processing of your withdrawal requests.

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 jonitarkiainen4,

Did you manage to follow the casino's instructions?

I'll be awaiting your reply.

I haven't received any email from stelario?

Hello jonitarkiainen4,

Have you checked the spam folder?

I'll be awaiting your reply.

I have also checked the spam folder

Dear jonitarkiainen4,

We inform you that 2024-03-07 10:39:22 UTC+0, the financial department sent instructions for withdrawing funds to your email address (jonddu87@meiliboxi.fi) linked to your casino account.

Email text:

"Dear Joni Tarkiainen,

We inform you that your withdrawal payment in the amount of 394 EUR has been canceled by Stelario Financial Department.

We ask you to make another withdrawal request and to divide it into several parts 197 EUR + 197 EUR."

Please follow the instructions from the finance department to process the payout of your casino account balance.

Your withdrawal requests will be processed on an individual schedule, according to the following rules:

9.2. The finance department has the right to determine its own payment and withdrawal terms, as well as the 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.

You can also always request a customized payment schedule by contacting kyc@stelario.com.

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 jonitarkiainen4,

Did you manage to follow the casino's instructions and divide the withdrawal into two parts of 197€?

I'll be awaiting your reply.

I divided the repatriation into two parts. Now I can't wait to get the money to my account

Hello jonitarkiainen4,

Did you manage to receive the funds in your account?

I'll be awaiting your reply.

yes I got the money in my account, Thanks for the help

Dear jonitarkiainen4,

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