Casinostars - La cuenta del jugador ha sido cerrada con ganancias retenidas.

I am filing this complaint against CasinoStars.io regarding the improper handling of my account closure and payout.

I registered on their platform using my full real identity and IP address from Kuwait. Despite Kuwait being listed as a restricted jurisdiction in their terms and conditions, the website allowed my account creation, verified my KYC documents, and processed deposits and partial withdrawals.

After accumulating a balance of $15,138.47, I requested full account closure and initiated self-exclusion to protect myself from further gambling. Only then did the platform request KYC, which I submitted promptly. The account was then marked as verified.

Following that, CasinoStars processed only $2,638.47 and deactivated my account, withholding the remaining $12,500 without any justification or further response.

According to their own terms (Clause 7.2), they are obligated to honor all contractual obligations prior to account closure, including full payout. I have reached out with documented proof, including screenshots, withdrawal requests, and email records, but have received no further response.

I am requesting the immediate release of the remaining funds and further investigation into the platform’s treatment of players, especially those from restricted countries who are still permitted to sign up and deposit without restriction.

i have many evidences and screenshots even fron the livechat and mails

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casinostars.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you accumulated your balance with the help of bonus, please?
• Could you please share your self exclusion email with me? My email address is katarina.d@casino.guru.

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.

Best regards,

Katarina

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.

Dear Katarina,

Thank you for your response and for taking the time to review my complaint.

Please find below the requested information:

Duration of Account: I registered and played at Casinostars in July 2025. My total activity was limited to a short period prior to requesting self-exclusion and account closure.

Bonus Usage: I did not use or accumulate any bonus funds. My balance was built solely from my personal USDT deposits and regular gameplay.

Self-Exclusion Email: As requested, I’ve attached a copy of the self-exclusion and account closure email I sent to Casinostars. They responded only after my request by asking for KYC, which I completed. Following that, they verified my account, processed only $2,638.47, and then deactivated my account without releasing the remaining $12,500.

i will send you the screenshots of the self exclusion and everything related .

To date, they have not responded to any follow-up emails, including those sent by the Curacao Gaming Authority and their payment provider.

I sincerely appreciate your efforts and look forward to your support in recovering the full balance.

Kind regards,

M********

M***********

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Thank you for the update.

I would like to acknowledge that my full balance has now been successfully paid by CasinoStars, which I appreciate. However, the process involved extended delays, emotional stress, and a significant amount of time spent pursuing resolution through multiple public and regulatory channels.

In light of these circumstances, and as a gesture of goodwill for the inconvenience caused, I have submitted a request for a reasonable compensation. I believe this is a fair and constructive step toward concluding this matter amicably.

I remain hopeful that CasinoStars will recognize the importance of restoring trust and take appropriate action. I will update this review accordingly should there be further progress or resolution.

Hello Msubaihi, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casinostars to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation surrounding the pay out? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you, Matej.

I appreciate your support and welcome your involvement in this matter.

To clarify, CasinoStars has now paid the full balance that was initially withheld. However, the issue at hand remains the significant delay, lack of transparency, and the emotional and administrative toll this situation has caused me. I also raised concerns about the self-exclusion process and how it was handled in parallel with their sudden KYC request after I initiated account closure.

Given the time, stress, and public effort required to reach a resolution, I have requested a goodwill compensation from CasinoStars as a fair and amicable conclusion. I am still awaiting their response.

I will forward all additional details and documentation to your email shortly.

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.

Hi there,

Player was paid accordingly to General T&C. We have no further comments on the case.

However if player believes we somehow did not act within our terms he can turn to our license issuer.

Casinostars Team

Thank you for your reply.

While the casino states that the player has been paid according to the General Terms & Conditions, I would like to emphasize that the payment only occurred after I filed formal complaints and initiated self-exclusion due to gambling-related harm. The funds were withheld despite multiple prior withdrawal attempts, and only a partial amount was initially released until regulatory and public pressure led to the remainder being paid.

This situation caused significant emotional distress and financial uncertainty. I believe it is only fair to request compensation for the delays, lack of transparency, and breach of responsible gambling obligations, especially considering that the platform accepted my registration and deposits from a restricted country, verified my account only after exclusion, and failed to act until escalations began.

I kindly ask Casino Guru to keep the case open and continue evaluating whether Casinostars acted responsibly and lawfully in handling this matter from the start. I am happy to provide further documentation or clarification if needed.

Thank you for your support in upholding fairness and accountability in online gaming.

Dear Msubaihi, after double-checking the evidence and the complaint thread, it seems like you have been paid the full balance. The casino has paid while adhering to their own weekly withdrawal limit, and now closed the account. I don't think there is much more we can ask for. Since we are just mediators, we do not deal with emotional damages - we are not lawyers, neither a judicial body, to request such extra pay outs. I will keep the complaint opened for a bit longer, though, because you have mentioned self-exclusion.

Due to this, I would like to ask the Casinostars to confirm that the player's account has been closed, all the marketing communication has ceased, and that the account has been marked as "gambling addict, never reopen" or with a similar note. Lastly, please confirm the player will not be able to reopen the account in the future, and neither he can re-register using the same credentials. After I receive this confirmation, the complaint will be closed, since there is nothing else to mediate, unless I am missing some key piece of information. Thank you.

Hi there,

As written before, player is paid accordingly, account closed permanently with significant note under his profile. Furthermore Player can not create another account under same credentials.

Casinostars Team

Thank you Casinostars Team for the confirmation. Since the player has been paid in full and the self-exclusion request has been processed, I believe there is no more to mediate.

Unfortunately, Msubaihi is not happy with the result and would like to request additional payments for emotional damages that I am unable to mediate. Due to that, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion.