888Starz Casino - Los depósitos de los jugadores han sido confiscados.

On December 27, 2024, at 15:40, I made a deposit transaction of 1800 PLN using my debit card. As with most transactions, it was processed through some strange payment operator—this time through NOVA. The amount was charged in euros, totaling €420.80. The funds were deducted from my card, but the deposit has still not arrived in my account, and more than a month has passed.

Dealing with customer support is like hitting a brick wall. This is their response:

"The details on the check do not match the details provided in the application. You sent the funds to third-party accounts."

How could I possibly send funds to third-party accounts? Earlier that same morning, I made another deposit through the same payment operator, and everything went through just fine. This is simply theft of 1800 PLN. Today, on February 4, I also made a deposit using my bank card. The funds were deducted, but the app displayed a message stating that my deposit was canceled, and the funds have still not been returned. They are literally scamming people over and over again.

Today, the amount was 135 PLN. Last time, it was 1800 PLN. In total, they have stolen 1935 PLN from me.

Can you do something about this?

Dear Kotula, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Dear Veronika,

Thank you for your response.

I have already contacted my bank, but they are having difficulty reaching the payment operator. Additionally, both the system message and the live chat agent at 888Starz confirmed that my deposit was successful. However, support continues to dismiss my case, repeatedly stating that the payment details do not match the check and that I transferred funds to a third-party account, which is completely false and nothing but blatant theft.

The same issue occurred with today’s deposit. I have also seen that you have handled similar disputes before, and at least one of them was successfully resolved. Could you take this into account and reach out to the casino regarding this matter? https://casino.guru/888starz-casino-player-s-deposit-not-credited-to-account look this , the same situation.

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.

the problem with the PLN 135 deposit has been solved, but there is still no solution for PLN 1800 and it will be 2 months soon, I have sent all confirmations by email.

Thank you for the email and the additional information. However, I still need more documents from you. Please send me the bank statements showing the transactions for December 2024, January 2025, and February 2025.

I sent you in previous email

You sent me the bank statement for December only. However, I have not received any bank statements for January and February 2025.

Ok its safe? If yes i send you

We need to see these bank statements to verify if the deposits have been returned to your bank account. Sometimes, when a payment is unsuccessful, the funds may be returned automatically.

Please forward the relevant bank statements to help us investigate further.

i sent you today

Thank you very much, Kotula, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Kotula,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now, I would like to invite an 888Starz Casino representative to join this conversation and help resolve this complaint.

Dear 888Starz Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

and have you tried to contact them? in one case I saw that the reaction was after you contacted them?

Dear sheriftoukhy,

I have tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at stefan.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Stefan, Casino.Guru

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.

Dear 888Starz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

So I'm waiting to see how the situation develops because I still haven't recovered my funds...

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.

Dear 888Starz Casino,

Thank you for your response.

Could you please provide more details regarding the situation? You mentioned that the player funded a third-party account—could you clarify what exactly occurred and how this conclusion was reached?

I look forward to your response.

It's a ridiculous situation, I gave confirmation of the correct transfer (in this case, payment by card), it turns out that the intermediary was at fault, they should have solved the situation with them, and it will be a year since this situation has been going on, in my opinion 888 starz does not want to take responsibility for it and they will blame me. Writing that "please check your data next time" is simply pathetic and shows a total lack of respect, I have deposited hundreds if not thousands of times and everything was always fine.

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 confirm that after 11 months of waiting, my deposit of 420.80 EUR has finally been credited – the day before the CasinoGuru deadline.

However, I would like to express my disappointment that despite nearly a year of stress, false accusations of user error, and countless messages, no compensation or goodwill gesture has been offered by 888Starz.

This situation caused unnecessary frustration and mistrust.

I believe that if CasinoGuru had not intervened, the funds would still not be credited – and that says a lot.

I kindly ask CasinoGuru to consider whether this case truly reflects fair treatment, and if players deserve more than just "getting their money back" after being ignored for so long.

Hello,

Thank you for your update. We are genuinely glad to hear that the funds have finally been credited to your account.

We fully understand how frustrating and exhausting such a long delay must have been, and we sincerely appreciate your patience throughout this difficult experience. Waiting for almost a year is far from the level of service we aim to provide, and we deeply regret the inconvenience this situation caused you.

After completing a full internal investigation, we confirmed that the delay was caused by an issue on the payment processing side rather than on the 888STARZ side. Our team continued working with the payment provider over an extended period to identify the source of the problem and push for a proper resolution. Once the processing issue was clarified and corrected by the provider, the payment was finally released and credited.

We would truly appreciate the opportunity to show you the actual standard of service we strive to deliver. If you decide to give us another chance, we will be happy to welcome you back and ensure a much smoother and more positive experience.

If you need any further assistance or clarification, we remain at your disposal at any time.

Best regards,

888STARZ Team

Thank you for confirming that the funds have finally been credited to my account and for the apology.

However, I must express my disappointment that after nearly a year of waiting, false accusations of user error, and complete lack of communication for months, no form of compensation – not even symbolic – has been offered.

I understand that the issue may have been caused by the payment provider, but it was still 888Starz’s responsibility to communicate and resolve it with their payment partner. I was left without any support, and only public escalation and CasinoGuru’s involvement finally pushed this case toward resolution.

While I appreciate the polite tone of your response, it does not make up for 11 months of frustration and helplessness.

I hope CasinoGuru considers whether this case has truly been resolved in a fair and respectful manner.

Given the circumstances, are you planning to offer any form of compensation – even symbolic – for the experience I had to go through?

Dear Kotula,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru