888Starz Casino - El depósito del jugador no ha llegado.

Deposit not arrived

Method: AsixPay

1- Date of the operation (19/8/2025)

2- The time the operation was done at 3:17 pm

3- The value of the transaction is 1000 pounds

4- The phone number from which the money was sent [hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I filed a complaint with 888 Star company without any statement

Thank you for your reply. Have you contacted your payment provider as I recommended in my first response?

Yes, I have already done this since 19/8/2025

And constant contact with them daily without interruption without any benefit or feasibility

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I would like to thank you the deposit was processed successfully thank you very much

Dear alaaeldi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru

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

Dear player,

Could you please clarify one point? In your previous reply, you stated that your deposit had been credited to your account. However, you now mention that the deposit has not been credited. Could you please explain this discrepancy so that we can better understand your situation? Please provide as much evidence as possible.

They gave me a promise that the deposit process would be done and the complaint would be closed and I actually closed the complaint waiting for the deposit process but I was deceived

I want to send you a statement of account

Please forward me the bank statements for August and September to veronika.f@casino.guru. Thank you for your cooperation.

I apologize for the account statement for 19/8/2025 this is available I sent it thank you

Thank you for your email. The document you sent me shows the transactions you made on 19 August. However, if a deposit failed and was not sent to the casino, the amount should have been returned to your payment method (a bank account or a wallet). That’s why I need a statement covering the period from 19 August onwards, ideally up to today.

Would you be able to send me such a document?

ok i will prepare it

Sorry for the delay, I sent you

Thank you for the document.

However, it’s not possible to determine which payments were sent to the casino and which were received from the casino.

Do you have any way to identify these payments so we can verify whether the amounts were deducted or refunded to your account? Could you also please provide any confirmations or receipts showing the reference numbers of your transactions with 888Starz Casino?

Thank you very much, alaaeldi, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of 888Starz Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello there,

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

I would now like to ask 888Starz Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

Dear User,

We are sorry to hear about your deposit issue. After checking the transaction, we can confirm that no funds have reached your 888STARZ account.

In many cases, such situations occur when the payment details are entered incorrectly or the transfer is not fully processed by the sending bank.

We kindly recommend verifying all information carefully before completing any future transactions to ensure a successful deposit.

We appreciate your understanding and hope to welcome you back to our platform soon.

Best regards,

888STARZ Team

I ask you to accept my request to Mr. Peter

Announcement of the results of the investigations of the payments department of 888STARZ

Disclosure of the results of investigations with evidence for transparency and integrity at 888STARZ

I ask you to accept my request to Mr. Peter

This is an attempt to deceive the evidence of the agent's inability to prove the connection with the Access Pay wallet

Thank you for the update 888Starz Casino representative. Would it be possible to provide me with evidence that no funds have reached your payment provider? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hello!

Our technical and payment departments have conducted a full review of this transaction.

Based on the complete system logs and confirmation from the payment provider, we can confirm that no funds have been received by 888STARZ, and the transaction was not successfully completed on the provider’s side.

All records on our end clearly show the absence of any incoming payment corresponding to the player’s details.

 At this stage, there are no additional documents available, as the internal verification was carried out directly through our payment processor’s system interface.

We remain fully confident in the accuracy of our findings and consider this case completely reviewed and resolved from the 888STARZ side.

Best regards,

 888STARZ

My regards to you Mr. Peter

Note sir I have provided these five proofs to prove the success of the operation

1- Video from inside the wallet

2- Account statement

3- Record a call with Axis Pay customer service

4- Whatsapp chat with Axis Pay customer service

5- A copy of the success of the transfer process

This is what I provided proof of the success of the transfer process from the service provider Axis Pay Wallet

While Mrs. Veronika was present

Presenter to you as a customer of 888STARZ

I was subjected to a fraud with evidence and proof

I hope we play this role.

Casino Guru Website

Mr. Peter

I ask you to accept my request (a warning to all customers from 888STARZ Company) for not losing their money.

After more than 90 days and the company refused not to complete the deposit process without justification or evidence (integrity and transparency)

The company is using the time to increase the casualties

Thank you for the update 888Starz Casino representative. Would it be possible to obtain a statement from the payment provider confirming that no funds were received by you? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I ask you to pronounce a fair verdict for this case

It has been more than 95 days since this complaint

Hello Peter,

Thank you for your message.

We have contacted the payment provider once again regarding this transaction.

 At this moment, they are unable to issue any additional documentation or a formal statement, as the detailed transaction records for this specific operation are temporarily inaccessible on the provider’s side due to internal technical limitations.

From our side, we can reconfirm that no funds were received by 888STARZ, and all internal system logs clearly show the absence of any incoming payment matching the player’s details.

If the player wishes to obtain more information, the provider’s support team may be able to offer additional clarification directly to the account holder.

We remain available for any further questions.

Best regards,

 888STARZ Team

Thank you for the update, 888Starz Casino representative.

Dear alaaeldi, could you please request additional clarification from the support team? Thank you in advance!

Mr. Peter

My regards to you

She can inquire about the transaction through the reference number

25166699

Official Payment Hub Wallet Numbers

Inquire by calling and this is their number 15731

Inquire through Whatsapp and this is their number 01556003520

We want proof of thei on their communication with axisPay wallet

Until you learn the master. Peter and everyone knows the proof lies the payments department has 888STARZ

I ask you to pronounce the just verdict

Sorry for some incorrect words because I am not fluent in English

Issued by axisPay Branch

sir. Peter

I ask you to pronounce a fair verdict for this case

It has been more than 95 days since this complaint

sir. Peter

I ask you to pronounce a fair verdict for this case

It has been more than 112 days since this complaint

Dear alaaeldi, I have not received any information I requested from you. Could you please request additional clarification from the support team as I ask earlier in the thread? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

This is the deposit request form

My question is if I make a mistake while filling out the application form what happens

She told me to send the correct data through support and this is what happened

I try to get any information from them about the reason why the deposit was not added

Because they don't want to cooperate with us, they don't want to reveal the truth why

They forgot why

888STARZ dodges this question

The problem sir 888STARZ refuses to give clear proof that the money did not arrive on his account Did you forget this question this is the problem why do you refuse to pronounce the verdict It has been more than 112 days

888STARZ dodges this question

They made me doubt everything, try to do anything to get money back, but they are not swindlers and thieves

Thank you for the clarification. I can pronounce a fair verdict once I have information from both sides. In the meantime, I ask for your patience. Thank you!

Dear 888Starz Casino representative, the payment provider support team, the player has been in contact with confirmed that the funds were received by the other party. They have also mentioned that you can directly request an explanation for why the funds were not received in your casino's account wallet. I would like to warn you that without proper evidence, we are not able to close the complaint in your favour. You will need to provide evidence that you have not received the funds; otherwise, I will be forced to close the complaint as unresolved, which may negatively affect your rating. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear alaaeldi,

we’re happy to let you know that your deposit has now been successfully credited to your account. The issue has been fully resolved.

We truly apologize for the delay — thank you for your patience!

We’ll be glad to welcome you back at 888STARZ and provide you with the smooth gaming experience you deserve.

Best regards,

888STARZ Team

Thank you for the update 888Starz Casino representative.

Dear alaaeldi, We will keep this complaint open until you confirm your deposit has been received. Please keep me informed about any further developments.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear alaaeldi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter