The player from Italy had several issues with Stellare Casino due to the casino's continual dissatisfaction with the ID verification selfies he had provided. Despite sending numerous attempts, none were accepted, which had blocked his attempt to withdraw €500. However, after sending another selfie with his document, the casino finally accepted his ID verification. His withdrawal was processed and he received the funds in his checking account. With the player confirming the resolution of the issue, we had closed the complaint as 'resolved'.
Stellare Casino - Player's selfies rejected in verification process.
Amount: €500
Stellare Casino
Safety Index:Below averageSafety Index
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5.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day. I am here today to lodge a complaint against STELLAR CASINO🤬🤬🤬! So.. I have recently signed up for this site... Days ago, I made my first deposit of 20€ and they automatically gave me the first deposit bonus, the percentage of which I can't recall now! Then I began to play on a slot machine... As the reels spun, I was fortunate enough to see my bonus balance reach 1000€... So I kept playing until a few hours later when I noticed that the bonus balance became real balance (I was almost at 1,200€). Before proceeding with the withdrawal request, having been familiar with the usual affair of non-aams casino websites for a few years now, I sent all my documentation to their support email, namely: front and back of my identity card, bank statement and photo of my virtual prepaid REVOLU card along with the relevant card documentation. Then I requested a withdrawal of 500€ (the maximum daily withdrawal of their casino site). Right after I received an email from them stating that they needed my selfie with my ID card in hand to fully verify my account. Given that I always respect the terms and conditions of these online casino websites, I immediately sent them my selfie with the document in hand, both by email and in the site's chat. They responded after about half an hour letting me know that the ID card data in my hand was blurred and asked for another, better quality selfie. You must believe me... from yesterday morning to last night at 23:30, this charade continued🤬🤬🤬 I ended up sending over 13-14 selfies with this document in hand only for them to tell me each time that the selfie was not acceptable because the ID data was blurred!!🤬🤬🤬 Moreover, it's worth mentioning that among the various documents I sent via email, there was also THIS ID CARD... which they accepted!! Now I'm wondering.. what’s the difference between the ID card you accepted as documentation and the ID card in my hand during the selfie🤬🤬🤬 where they claim the data is blurred!!!!!🤬 It's truly SCANDALOUS 🤬🤬🤬 It's only natural for one to think the site is a scam!!!🤬🤬🤬 I kindly ask you, Casino Guru🙏🏻, to help me resolve this issue😫😫😫😓😓😓 you must believe me, it's frustrating to send 15 selfies to this site and each time receive the same response that the selfie is not good enough and that I have to take this selfie again!!!🤬🤬🤬
Automatic translation:
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1 year ago
Dear Ragmn82,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos take KYC lightly and it might take a few working days to complete this thorough process.
If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
Please forward any relevant communication along with supporting evidence 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
Translation
Good morning! I have great news!🎉 Last night, after sending yet another selfie with document, I was finally accepted! So my withdrawal was processed last night itself! The fantastic news is that this morning I already had the funds in my checking account. So I underline the seriousness of the STELLARE CASINO site. I also thank you for the CASINO GURU support that you always make available!🙏🏻 So I can say that the case was solved in a great way!💪🏻
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ragmn82, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
