The player from Finland submitted a withdrawal request in January 2024, but the casino did not respond and no funds were received. After the player contacted the Complaints Team, it was established that the player's account was not blocked and he had made successful withdrawals previously. The player also confirmed he passed the KYC verification. The casino was asked to explain their side of the situation and they informed that all the player's withdrawal requests were successfully completed. The player confirmed the receipt of his funds, leading to the resolution of the complaint.
Stelario Casino - Player's withdrawal request has been ignored.
Amount: €287
Stelario Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
I submitted a withdrawal request on January 12, 2024! The casino has not responded to my email, and I have not received any money.
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10 months ago
Dear nikoaropelto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Was your account casino account closed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
Hey! My casino account is not blocked! It had to be put in so that I could move forward in the appeal. I have previously been discharged four times. KYC verification passed!
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10 months ago
Thanks for your reply.
When was the last time you were in contact with casino support?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
If there are any emails the casino didn't respond to, please forward the most recent ones to me as well.
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10 months ago
Translation
I've asked the chat a few times about the situation, but I've been told to just wait! I don't have any chat history saved. These emails have not been answered.
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9 months ago
Could you please specify which games you played to accumulate your winnings? (which slots, which live games, betting on sports)
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9 months ago
Thank you very much, nikoaropelto, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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9 months ago
Hello, nikoaropelto!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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9 months ago
Dear nikoaropelto,
We inform you that all your withdrawal requests have been successfully completed by our Financial Department.
2024-03-08 10:20:11 UTC +0 You have been notified that your payment has been successfully made in the amount of 144 EUR.
2024-03-11 08:40:07 UTC +0 You have been notified that your payment has been successfully made in the amount of 143 EUR.
Please confirm in this complaint that you have successfully received all of your funds.
Sincerely,
Risk department of Stelario Casino.
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9 months ago
Dear nikoaropelto,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
