Stellar Spins Casino - Player’s active balance has disappeared.

I opened an account with stellar spins because i am a meme we at johnnie cash kings and this is one of their sister sites. I had $250 sitting In my account which I had been trying to withdrawal and I won a $124 bonus so I thought I would play with the $124 bonus I just received and then try and withdraw my $250 after I had played that down. I played two games long of hero’s and the fishing trawler $1 bets. As I was playing the fishing trawler game I noticed al my money stared to go. I got free spins on the fishing trawler and whilst I had free spins each spin al my money started to go. I quickly exited the game and I only had $110 left which in no way I could have spent and I wouldn’t have spent as o really wanted to withdraw the $250 I had prior to receiving the $124 bonus. I was sitting there shocked at what happened and then all of a sudden my $110 on my phone screen went to nothing and I wasnt even playing a game. I went on the chat and spoke to a guy named Edward he was so rude and unhelpful. He told me that I had been playing a game called queen of the suns and doing $5 bets. I explained to him that I definitely did not play that game. He said it was in my gaming history which it was however I never played that game. I never do $5 bets and I have never played two games at once I didn’t even know you could do that. Edward refused to believe me he was so rude and so unhelpful and he closed my account. I really would like my money back as I did not play this queen of the suns that they say I did play.

Dear Ezmay,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots, and possibly your game history to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Sorry I made an error it is $300 not €300. Thank you

Dear Ezmay,

Could you please advise when exactly you noticed that the funds are being deducted and when you contacted Customer Support? Please forward your complete game history (not screenshots) at your earliest convenience to petronela.k@casino.guru. Thank you very much in advance.

Additional comments from the player:

"Hi I can’t give you times because stellar spins closed my account on me. I noticed the funds leaving my account when I was playing the fishing trawler and then when I exited just on the Home Screen I had money there and then it just disappeared. I honestly did not play that game.

Kind Regards

Erin W*********"

Dear Ezmay,

Please understand that if your game history (the one that I received from you, even if incomplete) suggests that you have played your funds, there is not much we can do to prove otherwise. These cases are very difficult to fight and many times end up being rejected as supporting evidence from players are insufficient.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I have a iPhone and it is not possible to have 2 pages open at the same time with the games running at the same time, as soon as you leave the first page to open the second page (the first page game playing auto spins will stop) and the page on your screen will play the game and when you return to the first page it will reload and it makes you refresh the page. It doesn’t auto spin while on another page. The only way that is possible is if I had two seperate devices with a page each open which I did not. They are saying it was done on the same device which is impossible. Also it comes up with a error when you return to the first page.

Please tell me how I can prove to you that I did not play the 2 games at once and that it is not possible to play 2 games simultaneously . That should be common knowledge that it can’t be done on the same device.

Also if you look at my history I sent you you will notice that the queen of the suns game betting amounts change with in minute of each other but yet that’s the game they claim I had on auto spin. How could that be possible when the amounts that were being being bet changed from $7 to $5 to $4 at the exact same time as I was playing the games I actually played at $1 bets. It’s just not possible

Hi this has been a long time and I am still waiting to get the money back that disappeared from my account on Stella spins. Can you please let me know what is going on?

Thank you, Ezmay, for your reply.

Dear Stellar Spins Casino team,

Since the player's account has been closed and we were unable to get her game history, would you be so kind and forward it to petronela.k@casino.guru along with the authorization journal (logs showing from which IP addresses players accessing their accounts)? Thank you very much in advance.

We would like to ask the Stellar Spins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

It is really poor form on their behalf as they are the sister site to Joka Room, King Johnnie and Johnnie Kash Kings which are all well known online casinos. All the staff that work in StellarSpins 24 hour chat line are the exact same people you chat to on Joka Room, King Johnnie, and Johnnie Kash Kings

What surprises me is the lack of common knowledge in regards to being able to play two games at once on a mobile phone it’s is virtually impossible it can’t be done. You can’t auto spin a game exit it to play another game and it continue to auto spin and change the dollar amounts being bet whilst playing another game. I would like you to try doing this yourself on your mobile device and i know that you will not be able to put one game on auto spin change the dollar amounts whilst in another tab playing another game. I want my money back. I feel ripped. I know it’s only $250 but it’s the principle. Their must of been a glitch in their system that they refuse to take responsibility for and it’s just not fair. My friend recommended to go through you guys as you do the right thing by people who have been unfairly treated by an online casino. She is a VIP member with Joka Room and she can not believe that the sister site StellarSpins is being so difficult over $250 that they are at fault for when it is all the same staff for everyone of Joka Rooms sister sites. You speak to the same people on StellarSpins as you do on Joka Room etc.

We would like to ask the Stellar Spins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Is it possible to contact StellarSpins through Joka Room since it is a sister site to them?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What a joke! I am really shocked that they won’t even respond.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.