The player from Germany struggles to finish the verification process as it requires a skype call in English. Eventually, the player managed to finish the verification and withdraw her winnings. The issue was resolved.
Stelario Casino - The player struggled to finish the verification process.
Amount: €1,200
Stelario Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hi.
My verification was successfully completed at stelario. Now that I've requested withdrawals, I've already been contacted twice via Skype. Never received a call through this browser. I wonder why the money is not paid out. I signed up for Skype, I really feel like I'm being kidded. Can you please help me to get my winnings. Have requested 3 payouts of 400 euros each.
LG
melanie
Automatic translation:
Public
Public
1 year ago
Hello Audiqueen,
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.
Do I understand it correctly that the skype call is required to finish the verification? Was there an appointed date for the call to happen? When was the last time you spoke to the casino and what did they respond?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello, I was contacted on Saturday via Skype, but unfortunately it was canceled because I don't understand or speak English. That's never happened to me before. I had to install extra Skype. It seems to me as if they want to avoid the payment.
Automatic translation:
Public
Public
1 year ago
Translation
It can't be that it's so complicated. If I don't find anyone now, my winnings will be deleted and I will be banned from the casino. I find that impossible. Have all bonus terms and conditions 
Fulfills.
Automatic translation:
Public
Public
1 year ago
Thank you Audiqueen for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 year ago
Translation
Good morning
Here again the picture of the successful verification, before I found out that I should talk to someone via Skype. How is it going now? I don't have much time left. Do I have any chance of getting my money at all?
LG Melanie 
Automatic translation:
Public
Public
1 year ago
Hi Audiqueen,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Stelario Casino to the conversation to participate in the resolution of this complaint.
Public
Public
1 year ago
Dear Peter.
We have reviewed the player's complaint in detail.
The player has not yet completed the account verification.
On the provided screenshot of the player shows the successful verification of the data she had specified in her profile and that the player is at least 18 years old.
At the moment, the player has not yet confirmed ownership of the payment method to which the request for withdrawal is made.
According to the current rules of the casino, paragraph:
2.5.1. In some cases, Risk Stelario Department has the right to request video verification from the player via Skype.
- if the player does not pass the verification procedure by calling Skype at an agreed time with the representative of the Risk Department, the Site Administration reserves the right to cancel all winnings and close the account without the right to recovery.
The player must pass the verification of the account by calling on Skype with our representative of the Risk Department of the casino and confirm the ownership of the account and payment method.
The player was notified of this on 2022-07-21.
Also, the player was offered the assistance of an interpreter from her side, and extended the deadline for verification through Skype with our representative of the Risk Department of the casino until 10 August.
We are always going to make advances to players, and in this case, the deadline for verification was extended and the player was informed that as soon as she found an interpreter for her side and informed the Risk Department, she will be immediately assigned a date and time of verification through Skype.
All actions in relation to the player are carried out in accordance with the current rules.
Public
Public
1 year ago
Thank you Stelario Casino team for your reply.
Dear Audiqueen,
Will you be able to find someone that would be able to translate for you? In the worst-case scenario, if you don't find anyone, I could do that for you.
Public
Public
1 year ago
Translation
Hi Peter,
Unfortunately I haven't been able to find anyone so far. I asked my family, friends and acquaintances, my work colleagues can't help me either.
LG
Automatic translation:
Public
Public
1 year ago
I see, let's see if the casino will agree with me translating.
Dear Stelario Casino team,
Would it be possible to make a verification call where I would help with the translation? Could this be arranged for tomorrow between 7:00-14:00 CEST?
Public
Public
1 year ago
Translation
Hello , I have to work from 5 am to 12 pm .
Automatic translation:
Public
Public
1 year ago
Translation
Hi Peter
I could always skype from 1 p.m. during the week because I work until 12 p.m.
Hope the casino agrees to help me translate.
But what if they don't report?
Do I have any chance of getting the money?
Automatic translation:
Public
Public
1 year ago
Hi Audiqueen,
It would be great if the casino replied here and we could do the verification call this week because next week I won't be working. If there's no response from the casino, the complaint will become unresolved which may affect the casino's rating.
Public
Public
1 year ago
Translation
Hello Peter, if I'm honest I don't expect an answer. They gave me time to make the Skype call until tomorrow. If not, the money won is gone. I'm already thinking about pulling it back and playing it. I'm really angry. My husband had something like that at another casino before, we didn't get 1000 euros there either.
LG
melanie
Automatic translation:
Public
Public
1 year ago
Dear Peter.
Your offer has been considered.
Risk Department of the casino does not in any way want to prevent the verification of the player via Skype. The player has been provided with a way to pass the verification via Skype in accordance with the rules of the project.
The player can only use the help of an interpreter from his side (the help of relatives / acquaintances).
Risk Department will not consider passing verification via Skype with a representative from Casino Guru.
In this case, the request for withdrawal of the client will be waiting for him on the balance of the game, until the client can not pass Skype verification.
We have every suspicion that the client being verified is not a client. And the documents were provided by a 3rd party.
Within 90 days, if the client does not pass the verification according to the rules, his balance will be canceled and the account will be closed without the right to open.
Public
Public
1 year ago
Translation
That's stupid what they write there, the documents were from me and my son, because I don't have an account. The documents were accepted and a few days later I took a call on Skype. It was canceled because I don't speak English.
Automatic translation:
Public
Public
1 year ago
Translation
Hi Peter
There is good news. A friend of mine helps me translate. I'm curious if it will work with the payment.
LG Melanie
Automatic translation:
Public
Public
1 year ago
Hi Audiqueen,
I'm not sure why the casino refused my help but if you have a friend that can translate for you, let's see if it works out. Please keep me updated.
Public
Public
1 year ago
Translation
Hi Peter
I will let you know if I pass verification.
Greetings Melanie
Automatic translation:
Public
Public
1 year ago
Translation
Hi Peter
The skype call went well so far. I will receive an email within the next 24 hours. I just hope I get the money now.
LG Melanie
Automatic translation:
Public
Public
1 year ago
Translation
Hi Peter
I emailed stelario to ask when my payouts would be processed, unfortunately there was no answer. When I ask support, I always get the same answer: First come, first served. I don't really want to wait weeks for my money. Did everything they wanted. I'm really disappointed.
melanie
Automatic translation:
Public
Public
1 year ago
Translation
Hi Peter ,
The case can be closed. Got my 1200 euros. Thanks for your help .
LG Melanie
Automatic translation:
Public
Public
1 year ago
Thank you Melanie for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
Please disable your AdBlock