Starda Casino - Se ha retrasado el pago de las ganancias del jugador.

Description of the problem

For a period of time, my withdrawals were processed normally and within minutes.

After the total amount of my withdrawals exceeded the total amount of deposits I made, all subsequent withdrawal requests began to be delayed and subjected to additional checks.

I currently have the following pending withdrawals:

500 euros

150 euros

200 euros

Total amount due: 850 euros

Withdrawals have been pending for 10 days now.

During my communication with the support department, I received various and conflicting explanations, including:

suspected technical problem;

processing time of 48 hours;

72-hour verification period;

subsequently stating that no precise timeframe could be provided.

Furthermore, the emails I sent went unanswered, and the only communication available was via online chat.

Описание на проблема

За известен период от време моите тегления бяха обработвани нормално и в рамките на минути.

След като общият размер на моите тегления надхвърли общия размер на направените от мен депозити, всички следващи заявки за теглене започнаха да се забавят и да бъдат подлагани на допълнителни проверки.

В момента имам следните чакащи тегления:

500 евро

150 евро

200 евро

Обща дължима сума: 850 евро

Тегленията остават чакащи вече 10 дни.

По време на комуникацията ми с отдела за поддръжка получих различни и противоречиви обяснения, включително:

предполагаем технически проблем;

срок за обработка от 48 часа;

срок за проверка от 72 часа;

впоследствие твърдение, че не може да бъде предоставен никакъв точен срок.

Освен това изпратените от мен имейли останаха без отговор, а единствената налична комуникация е чрез онлайн чат

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.

Dear Milennnm,

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

"Hello, I'm attaching a new email from casino support that I just received. They informed me that they will delay my withdrawals for up to 31 days for additional verification, even though my account is fully verified."

„Здравейте, прикачвам нов имейл от поддръжката на казиното, който получих току-що. Уведомиха ме, че ще бавят тегленията ми до 31 дни за допълнителна проверка, въпреки че профилът ми е напълно верифициран."

Dear Milennnm,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, Carla. Unfortunately, the amount of 850 euros has NOT been received yet. My account is fully verified, but Starda Casino support sent me an official email informing me that they are intentionally delaying my withdrawals for up to 31 calendar days under the pretext of "additional verification". I am attaching a screenshot of their response as evidence. I ask for your cooperation and intervention, as this is a clear attempt to delay the payment.

Здравейте, Карла. За съжаление сумата от 850 евро все още НЕ е получена. Профилът ми е напълно верифициран, но от поддръжката на Starda Casino ми изпратиха официален имейл, в който ме уведомяват, че умишлено забавят тегленията ми за срок до 31 календарни дни под предлог за „допълнителна проверка". Прикачвам скриншот от техния отговор като доказателство. Моля за вашето съдействие и намеса, тъй като това е явен опит за бавене на плащането."

Dear Milennnm, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello, Carla. Here are the answers to your questions: Yes, I have made many successful withdrawals and dozens of deposits before. All withdrawals so far have only taken a few minutes. I confirm that my account is fully verified and I have successfully passed the KYC check. I have accumulated my winnings entirely with my own funds. I have never withdrawn or bet with an active bonus. I have only played sports betting (sports). I have not bet on casino games. I am attaching screenshots here that prove the history of my deposits, previous successful withdrawals, as well as all my correspondence with them (including the letter about the intentional 31-day delay). I remain available if you need any more information. Thank you for your cooperation! I will send you all the screenshots on gmeila.

Здравейте, Карла. Ето отговорите на вашите въпроси:Да, правил съм много успешни тегления и десетки депозити преди това. Всички тегления досега отнемаха само няколко минути.Потвърждавам, че акаунтът ми е напълно верифициран и съм преминал успешно KYC проверката.Натрупах печалбите си изцяло с мои лични средства. Никога не съм взимал или залагал с активен бонус.Играл съм единствено и само на спортни залози (спорт). Не съм залагал на казино игри.Прикачвам тук скриншоти, които доказват историята на моите депозити, предишните успешни тегления, както и цялата ми кореспонденция с тях (включително писмото за умишленото 31-дневно забавяне).Оставам на разположение, ако имате нужда от още информация. Благодаря ви за съдействието!Ще ви пратя всички скрииншоти на gmeila.

Hello Milennnm,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, Carla. I would like to inform you that the case is now fully resolved! The casino has just paid out all my winnings. I am attaching a screenshot of the transaction history, which confirms the successful withdrawal. Thank you very much for your cooperation and quick response! You can now close my complaint.

Здравейте, Карла. Искам да ви информирам, че казусът вече е напълно разрешен! Казиното току-що изплати цялата ми печалба. Прикачвам скриншот от историята на трансакциите, който потвърждава успешното теглене. Искрено ви благодаря за съдействието и бързата реакция! Вече можете да затворите жалбата ми

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

Dear Milennnm,

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,

Karla