Stellare Casino - Player’s account has been blocked.

mia moglie a vinto 500€in data 01/02/2023 e non hanno fatto il bonifico ho mandato l, estratto conto ma non vogliono sapere niente!!!!che schifo e poi ci anno bloccato sul sito ....

Dear frezzamassimo55,

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.

Firstly, could you please clarify what you meant by "they blocked us"? Do you have your own casino account here or you were both playing from one account with your wife?

Also, I'd like to emphasize that we do not discuss any issues of involved third parties. Therefore, if your wife would like to submit a complaint on her own, she's more than welcome.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Buongiorno io e mia moglie siamo iscritti sul casino stellare con due profili diversi siccome abbiamo reclamato una vincita che non ci è stata pagato abbiamo chiesto spiegazioni ma dopo anno bloccato a entrambi i nostri profili...

Thank you, frezzamassimo55, for the explanation. Let's focus on your account.

• Have you completed the KYC verification successfully in the past?
• Were your winnings accumulated with or without an active bonus?
• Which account was created first, yours or the one of your wife?

Looking forward to hearing from you.

Scusi che senso a quello che a scritto io vi ho scritto x un reclamo xchè sono stata truffato dal casino stellare se dobbiamo perdere tempo lasciamo stare prenderò strade diverse se poi voi potete aiutarmi grazie mille

Could you advise a better way for me to find out what happened, please? My only option is to ask you as many questions as possible before proceeding to contact the casino directly. I wasn't there, I don't know what happened. Only you can shed some light on this problem for me.

Buongiorno ero iscritto su questo casino stellare io e mia moglie con due profili diversi siccome mia moglie a fatto una vincita di 500€il 01/02/2023 e non e stata addebitata la vincita abbiamo chiesto spiegazioni ho contattato la mia banca e chiesto una lista movimenti solo che non ci sono entrate dopo il 06 02 2023 il casino non vuole darci la somma vinta e adesso ci ha bloccati entrambi gli account!!!!!questo è tutto spero di essere stato chiaro

I'm sorry but you still didn't answer any of my previous questions.

• Have you completed the KYC verification of your casino account successfully in the past?
• Were your winnings accumulated with or without an active bonus?
• Which account was created first, yours or the one of your wife?

Dear frezzamassimo55,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.