888Starz Casino - El jugador aún no ha recibido las ganancias.

Hello AskGamblers 

I have an account with 888starz 

in last 29/07/2024 I was request a withdrawal to my number through E-wallets and was confirmed in app as completed but I didn't received it yet

 Try to contact support several times but no response in all support channels they provide it to me .

And customer support in app everytime contact them give me another mail or telegram channel to contact with .

I was send 3 email to 3 different emails and contact 2 telegram channels but no response from any of them all 

My account id is 6612****

Dear ahmedmody53,

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 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

Thanks for fast reply

I was request 2 withdrawals in same day first one with amount 700 egp was received it instantly when confirmed in app second one with amount 1000 egp was confirmed as completed but didn't received it yet

Dear ahmedmody53,

Have you received your withdrawal from the casino yet?

No I didn't received it yet

Thank you ahmedmody53 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ahmedmody53,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 888Starz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 Natalia

I just received a reply from there telegram bot with a fake image that show the agent was send the money to my E-wallet number in 29/07/2024 but I didn't received it I will attach their answer and a video I recorded it from my Vodafone app that shown all transactions in 29-30/07/2024

Dear ahmedmody53,

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 the Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

Hello everyone! We’ve reopened this complaint at the request of 888Starz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The following message was received from the casino:

Hello! On our side, the user's conclusions were successful. Is it possible to reopen this complaint to clarify the situation?

Dear 888Starz Casino, could you please share more information? When was the withdrawal processed from your side? I'd appreciate it if you could also send me some supporting evidence to natalia.b@casino.guru. Thank you.

Hello!

We’d like to help you resolve this issue as quickly as possible.

To identify your case and investigate the payment problem, please provide your Player ID, email address, and any details related to the unsuccessful payment.

If possible, attach an account statement or any screenshots that confirm the payment attempt — this will greatly speed up the verification.

You can send all information through our official support channel:

 assistance@888starz.bet

Once we receive your details, our team will review everything carefully and get back to you with a detailed update.

Best regards,

888STARZ Team

Hello!

We have already provided the player with the payment confirmation for this transaction (receipt dated 23.08.2024), however the player continues to claim that the funds were not received.

As requesting an account statement requires direct communication from the player, and the player has not contacted our processing email for a long time, we are unable to submit this request without their participation.

We kindly ask the player to write to us directly at assistance@888starz.bet and provide:

• Player ID or account email

• Details of the transaction

• An account statement or a screenshot of the operation

Once we receive this information, we will be able to proceed and provide all necessary confirmations.

Best regards,

888STARZ Team

Dear player, please provide the casino with the bank statement for the period of August-September 2024 to confirm that you haven't received your withdrawal. Please send the statement to assistance@888starz.bet, and I'd appreciate it if you could CC me too (natalia.b@casino.guru). Thank you for your cooperation.

Dear ahmedmody53,

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.

Hello all

As I say before I didn't received this withdrawal and that was with a saved video from bank app with all details and when support answer me after 1 month they send me a fake image that provide the transfer was done to my e-wallet number and this image was edit and not from bank app as I provide so if you want know the truth check all screenshots and videos I uploaded before

thanks

Hello,

To review your case, we kindly ask you to provide a bank statement for the period 01.07.2024 – 01.09.2024.

Please make sure the statement includes all incoming and outgoing transactions for that period.

Thank you for your cooperation.

888Starz Team

However, the player is now claiming that this wallet does not belong to him.

From our side, we can only process withdrawals to the exact address submitted by the user and the payment provider’s confirmation clearly shows that the funds were delivered to that address.

Thanks Casino representative

For your response I also like to point that I was provide a video from bank app that show I didn't received this amount in July 29 2024

And already the number was provide is my e-wallet number but didn't received this amount and I was ask about the number who was transfer this withdrawal to me but didn't get answer about that and asking about a screenshot from bank app that show the agent send the money to my number but didn't get answer too.

Please see all uploaded

Hello,

To proceed with reviewing your case, we kindly ask you once again to provide a bank statement in electronic format (PDF) for the period 01.07.2024 – 01.09.2024.

Please ensure the statement includes all incoming and outgoing transactions for the specified dates.

We cannot continue the investigation without this document, so we kindly request that you submit the electronic statement within 7 days.

Thank you for your cooperation.

888Starz Team

Dear player, please provide the casino with the requested bank statement so that it is possible to verify your claims and check that the payment was not received. The casino can start an investigation with its payment provider only based on the supporting evidence from your side. Please send the bank statement to assistance@888starz.bet, and I'd appreciate it if you could CC me too (natalia.b@casino.guru). Thank you for your cooperation.

Dear ahmedmody53,

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,
Natalia
Casino.Guru