Stelario Casino - La retirada del jugador se retrasa debido a la preocupación por su bienestar.

I have a gambling addiction and i lost around 15k only this month with this specific casino its around 8k in 1 day. I dont even have any money left to buy food for myself. I had 1600 dollars in the acvount and submitted 800 yesterday and 800 today as daily limit is 800. ( in casino guru it says 3000 euros tgats wrong i formation do not mislead people) anyways i told them i cannot survive if i loose that 1600 too so block my ability to play and progress my withdrawals. Tgey take their time while i think about killing myself here. I sent sincere mails to them i really need tgat moneu to survive how inhumane thos casino is they are waiting for me to cancel that withdrawal and loose it too. Please casi o guru do not grade these scam casi os o.4 i trusted you begore i register how a casi o doesnt care ablut human wellbeing can be 9.4 score? Really

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Is there any evidence regarding the daily withdrawal limit? Could you provide it to me? Have you discussed the issue with the casino?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@Stelario.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Stelario Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

can you please help me with this? is there anyway i can claim that money back please? i reached out to them i begged them to block my account so i cannot play and loose that money too. But they havent replies for almost 3 days and at the last minute i couldnt stop of course it is addiction them i lost it all then right after that second they send me an e-mail saying your account approved? i mean is that a coincidence you think? i really dont think so. They just played me really well and prayed on the weak minds

Thanks for your patience.

I am sorry to hear about what you're going through. If you are suffering from gambling addiction, you need to tell the casino about it to trigger player protection. Since you told the casino already, they should act to protect you from gambling.

Please share with me the casino's responses since the complaint started, to your requests at tomas@casino.guru

Please let me know whether the casino closed your account and when it was closed.

I have sent e mail please let me k ow if you need anythong else

Thanks for your patience.

I checked the information you provided.

Since the casino closed your account after you informed them of your gambling issues, the casino acted correctly by closing your account. Is there any earlier communication between you and the casino to better support your complaint? Would you be able to share it with me?

Please make sure the recipient of the emails is visible.

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Dear soulsociety,

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.

I already forwarded all tge communication to the given email address can you please cgeck and let me know in case you havent received it

Thanks for your patience.

I went over the communication you provided. Since you informed the casino of your gambling issues and the casino closed your account as a result, we believe the casino acted correctly in this situation.

Have you informed the casino of your gambling issues before April 25th on any occasion?

Please let me know.

Dear soulsociety,

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,
Tomas
Casino.Guru