StarLight Casino - La cuenta del jugador ha sido cerrada después de la solicitud de retiro.

I requested a withdrawal from Starlight Casino for my winnings. After that, the casino asked me to submit verification documents. I provided all requested documents fully and on time.

After reviewing my documents, I was clearly informed that no further verification was required and that my withdrawal would be processed within 7 business days.

Despite this confirmation, the payment was not made after the stated period. When I tried to log in again, I discovered that my player account had been blocked. The website itself is still accessible, but my account has been individually restricted, preventing me from accessing my balance.

I did not violate any terms or conditions and fully complied with all verification requirements. Blocking my account after confirming payment appears to be a deliberate attempt to avoid paying my legitimate winnings.

The disputed amount is 11,000 TRY.

I request immediate access to my account or the full withdrawal of my funds without further delay.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starlight casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, including the most recent replies coming from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

I have been a registered player at Starlight Casino for nearly one year.

I submitted my withdrawal request for 11,000 TRY on January 21st. As of today, it has been almost one month since my withdrawal request was submitted.

My account was blocked approximately 11 days ago, shortly after I requested the withdrawal.

I discovered that my account was blocked when I tried to log in and received an access error. Additionally, after contacting live support on January 29th regarding my withdrawal, I was later blocked from live chat as well.

I accumulated my balance by playing Pragmatic Play provider games, for example "Bigger Bass Bonanza" and similar slot games.

I did not use any bonus to achieve this balance. The funds were obtained from my own deposits without any bonus assistance.

Before my account was blocked, the casino confirmed that no further verification was required and promised that the withdrawal would be processed within 7 business days. However, the payment was never processed, and my account was closed without explanation.

I am attaching screenshots of my communication with the casino as requested.

Thank you for your assistance.

Best regards,

Ömer

Dear Ogzoztrk_7091,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Ogzoztrk_7091,

I am truly sorry to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly in order to address this matter. Additionally, I would like to invite a representative from StarLight Casino to join this conversation and assist in resolving your complaint.

Dear StarLight Casino,

Could you kindly clarify the reason for the player's account blockage? Your assistance in providing relevant evidence would be greatly appreciated. You may respond here or send any documentation to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in this matter.

Kind regards,

Jana

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 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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana