4Stars Games Casino - El retiro del jugador se retrasa significativamente.

I made my first withdrawal attempt on 28th September 2024. Since then, the casino has requested a photo of my driver's license, a selfie with the driver's license including the date, a photo of my passport, a selfie with my passport, a photo of a bill, and most recently, they are asking for photos of a personal ID card from both sides.

I responded that I do not own a personal ID card because in Finland it is not mandatory.

The response times have been consistently delayed. Initially, it took a day, but now it takes weeks.

I contact customer support every other day, but they only say it is ''under review''.

Kotiutuksen yritys ensimmäisen kerran 28.9.2024. Tämän jälkeen kasino vaatinut kuvan ajokortista, selfien ajokortin kanssa ja päivämäärällä, kuvan passista, kuvan passista selfien muodossa, kuvan laskusta ja viimeisempänä vaativat henkilökortista kuvat molemmilta puolilta.

Vastasin, että en omista henkilökorttia, koska Suomessa se ei ole pakollista.

Vastausajat jatkuvasti pidentyneet. Aluksi oli päivä, nyt viikkoja.

Olen joka toinen päivä chat-aspaan yhteydessä, mutta sanovat vain, että ''under review''.

Dear Eriseva,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have your other identity documents (such as your passport copy and driver's license) been successfully approved during the KYC process?

Have you submitted additional documents for verification, such as proof of address or proof of payment? If so, have these documents been approved by the casino?

Lastly, could you please confirm whether you accumulated your winnings with or without a bonus?

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

Best regards

Veronika

Hello!

I have sent all the documents you mentioned and they are valid.

I asked the casino if any other document besides the identity card is acceptable, and I got the answer that they need my identity card (which I don't have)

A non-sticky bonus was used for my winnings, which at no point counted towards the bonus money. My money can therefore be withdrawn according to the conditions.

Hei!

Kaikki mainitsemasi dokumentit olen lähettänyt ja ne ovat kelvanneet.

Kysyin casinolta, kelpaako mikä tahansa muu dokumentti henkilökortin lisäksi, ja sain vastaukseksi, että tarvitsevat henkilökorttini (mitä en omista)

Voittoihini oli käytetty non-sticky bonusta, mikä ei missään vaiheessa laskenut bonus-rahalle. Rahani voi siis nostaa ehtojen mukaisesti.

Please forward all the communication between you and the casino regarding your unfinished verification to my email address at veronika.l@casino.guru. Thank you for your cooperation and I look forward to assisting you further.

Dear Eriseva,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Eriseva. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Eriseva, please forward me the communication and other evidence as requested in my previous message. My email address is veronika.l@casino.guru. Thank you for your cooperation.

Hello!

I emailed you the email thread.

Hei!

Lähetin sähköpostin viestiketjun sinulle sähköpostitse.

Hello!

I logged into the casino's website and this notice popped up on my screen. I was wondering if you still need more information.

Hei!

Kirjauduin sisään kasinon sivuille ja tämä tiedote pomppasi ruudulleni. Ajattelin jos kaipaat vielä lisätietoja.

Thank you very much, Eriseva, 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.

Hello there,

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

I would now like to ask 4Stars Games Casino for their help in resolving this complaint. We would like to know what is the issue with the verification 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. 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 might 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. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter