Stellare Casino - Player’s winnings have not been paid out.

I won a sum of around 1,400 euros, but it has NEVER been paid out to me... Additionally, I mentioned in the chat that their game "Gate of Olympus" has issues... Specifically, once the free spins are activated, it is possible to gain 5 additional free spins when 3 "Gate of Olympus" faces appear on the reels. However, only 4 spins are actually credited... I wrote and explained this, but they either do not understand Italian or do not want to understand... Is there any way I can get my money back? TO ME, THEY ARE CHEATERS.

Dear Michelabo,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you're experiencing with your winnings and the issues with the game "Gate of Olympus." To assist you more effectively, could you please provide us with some additional information?

• When did you win the 1,400 euros, and when did you request the withdrawal?
• Could you provide any screenshots or records of your game sessions, particularly showing the issue with the "Gate of Olympus" free spins?
• Have you received any communication from the casino regarding the status of your withdrawal or the game issue? If so, could you share those details?
• Did the casino provide any reasons for not processing your withdrawal?
• Have you had similar issues with this or other games at the same casino in the past?

Additionally, you can forward any relevant communication or 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

Dear Michelabo,

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.

Good morning Petronela

I'm still waiting for your response... that is, have you contacted Stellar Casino to explain the problem? I repeat myself... I honestly wrote everything I had to write... even with a screen shot of the winnings... I don't understand what more I have to write 🤷

Hi Michelabo,

In my first reply, I asked five questions. Could you please review them and provide more detailed responses? Without your cooperation, we cannot proceed with the case or fully understand the issue.

Thank you.

Dear Michelabo,

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.

Additional comments from the player:

Good morning Petronela

I found the screen shot of the win...it was June 18th...I wrote you an email with all the other information requested...I would like to be able to get my money back...Stellar Casino games are controlled... gate of Olympus when you win the 15 free spins and give them more (5 more) they are not 5 free spins but rather 4... I play from my mobile phone and I can't take a photo because the game is moving.

I hope to have good news from you soon... I have written you all the information I have in my possession... but I would like the 1,400 euros that I won and which I have never been paid

Thank you

Michela

Good evening Petronela,

I answer your questions:

Unfortunately I don't remember the date of my win of 1,400 euros on Stellar Casino...June for sure but I don't remember the exact DD...I only have the screen shot which shows my credit of over 1,400...

-I don't have a screen shot to confirm that the free spins are not what they say...I play with my mobile phone, the game is moving and even if I wanted to I wouldn't be able to take the photo...

- I have no communications from the casino therefore I cannot provide them

- no communication from the casino to receive my money

- I have always and only played with stellar casino and with no other online casino....

This is all the information I have. .I honestly don't understand how long it takes to get my money back..the games are controlled...I'm sure of this..when they have to take the money on the card they are very quick if they have to pay the winnings much less... is there any hope of getting my money?

Thank you

Michela

Thank you

Hi Michelabo,

• Could you please advise if your winings were accumulated with or without an active bonus?
• Was your account previously verified?

Thank you.

Additional comments from the player:

Good evening Petronela

I answer your questions:

My winnings were accumulated without bonuses (as you know I won around 1400 euros)

My account has been verified.

I would like to know if you have contacted the casino...I just read about an unsuccessful complaint...can I know if I will get my money back? Because I wrote you a lot of information but I don't receive any news from you. ..

A thousand thanks

Michela

Thank you.

Thank you very much, Michelabo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Michelabo, please reply within the thread instead of sending emails. You can access the thread from the notification email sent to your registered email address. Just click the "LINK" button, and you will be redirected to your complaint.

Thank you.

Hello there,

Thank you Michelabo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stellare Casino for their help in resolving this complaint. We would like to know why wasn't the player's withdrawal paid out and what can we do to help the player receive their winnings.

Thank you!

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter