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STARDA Casino blocking withdrawal – lies from support, re-verification despite previous approval

Hi everyone,

I want to share my very frustrating experience with STARDA Casino. Maybe it will help others stay cautious.

I’ve been playing there for quite some time and unfortunately, I’m heavily in the negative overall. In the past, withdrawals were processed very quickly – sometimes within just 30 minutes after requesting them (via card). Everything worked smoothly – until I finally managed to win a slightly larger amount, around 5000 PLN (~€1,100).

That’s when the problems started.

Even though my account was fully verified, they suddenly blocked my withdrawal. A support agent initially told me that the payment would be processed within 48 hours, but that deadline has long passed – and I still haven’t received the money.

It gets worse:

They requested a new verification – despite my account being already verified. This time they asked for a video selfie with my ID, and a photo of my ID with date, signature, and time written on it.

Support agents constantly change their story – one moment it’s a payment system issue, then it’s due to verification, then some other vague excuse.

When I ask to speak with someone responsible or escalate the matter, I get generic copy-paste replies, like "we can’t give you a reason" or "we don’t know how long it will take."

Of course, deposits still work perfectly fine – which makes this whole thing even more suspicious. It really seems like they’re creating artificial delays once a player wins a larger amount.

I’m extremely disappointed and feel completely misled.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your reply.

I would like to clarify and update the status of my situation.

My account at Starda Casino has already gone through the re-verification process. The support team confirmed that my identity, payment method, and account are now fully verified.

In the past, all my withdrawals were processed within 1 hour — never longer. This issue is clearly not related to payment systems or standard KYC delays.

After checking similar complaints online, I discovered that many other users had their withdrawals blocked for 31 days after placing bets on table tennis, even if it was just a single bet — just like in my case. While the support team never officially confirmed this as the reason, this pattern is very clear and concerning.

It makes no sense that the casino offers a market (table tennis) and then uses it as a basis to block a verified user’s withdrawal. What’s worse, they allow deposits to remain open during this "investigation period," encouraging further losses while winnings are locked.

As a VIP player who has lost significant amounts in the past, I now feel completely betrayed and misled by their actions. I do not intend to wait another 14 days just to get a proper response.

I kindly ask Casino Guru to escalate this matter and intervene immediately, as I believe this is not a standard delay but a targeted restriction with no valid justification.

Thank you in advance for your support.

My update: I still haven't received my withdrawal - it has been pending since July 11. I am fully verified, and Starda hasn't responded to my complaint. This clearly shows they may be scammers. Please take action to resolve this situation.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My update: I still haven't received my withdrawal - it has been pending since July 11. I am fully verified, and Starda hasn't responded to my complaint. This clearly shows they may be scammers. Please take action to resolve this situation.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Could you please let us know the exact date when your account was successfully re-verified by the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi ,

I don’t understand why you haven’t contacted Starda Casino to get a response from them. I was playing with my own money, not with a bonus. I was fully verified again on July 11, but I still haven’t received my withdrawal.

They claim that the money will be sent soon, but they don’t provide any specific date and won’t give me contact details for anyone who can actually help.

Please take action to resolve this situation, because so far, it feels like nothing has been done to support me.

Dear player, I would like to clarify that the questions I asked were directed at you, not at the casino. We need your answers in order to fully understand the situation and proceed accordingly.

Additionally, I would like to point out that I have not yet received any communication between you and the casino — such as emails or chat transcripts — which I kindly requested earlier.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear stefeknowak250,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Starda Casino representative to join this conversation and participate in resolving this complaint.

Dear Starda Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello dear player and Casino Guru representatives! Player's account is subject to additional verification due to paragraph 10.4 of the terms and conditions, that is

The STARDA Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.

Best regards,

Starda Casino

In this case, the latest date by which I should receive my money is August 11. If I don’t receive it by then, I will consider your casino dishonest and assume my funds have been stolen.

I kindly ask for an earlier payment, as it appears you are intentionally waiting until the very last day, while the terms clearly state that payment may be held for up to 31 days, not that it must be delayed for the full 31 days.

I would greatly appreciate it if the payment could be processed without further delay.

Dear stefeknowak250,

Did you manage to receive the payment from the casino? According to your calculations, this should be the last day to pay you the funds.

I'll be awaiting your reply.

Dear stefeknowak250,

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.

Hi, I get some money, but they didn’t withdraw the full amount of 3,446 zł. They only paid 3,254.89 zł, and the withdrawal took 32 days. It seems like they did it on purpose. This casino is not respectful, and I suggest not playing here.

Dear Starda Casino,

Could you please state why the player was paid only 3254.89 zl out of 3446 zl? Was there some fee applied?

I'll be awaiting your reply.

Hello, dear player! If the amount you received is smaller, please send us a bank statement for the card where the transfer was made covering the period from July 12, 2025 to August 11, 2025, so that we can look into the issue.

Best regards,

Starda Casino

Dear stefeknowak250,

Did you manage to provide the casino with the bank statement?

I'll be awaiting your reply.

Why do I need to send a statement for one month if they exactly know that they sent it one day after 31 day ??? I send you confirmation with screenshot.

Dear Starda Casino,

Thank you for your response and cooperation.

Could you please review the provided bank statement and inform us why the player received a smaller payment than he should have been paid?

I'll be awaiting your reply.

Dear player, could you please clarify where you've sent the bank statement?

Best regards,

Starda Casino

I will not send a bank statement!! You exactly know when you send me my money, I send proof from the Skrill app where it is exactly visible that you don't send me my money !!!

Dear stefeknowak250,

I would recommend that you provide the casino with the bank statement, as it will serve as proof of decreased payment. If the bank statement is not provided, I am afraid we won't be able to investigate further, and the complaint will have to be closed as rejected.

I'll be awaiting your reply.

Dear stefeknowak250,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru