Royal Stars Casino - El casino no ha reconocido el depósito del jugador.

I would like to express my complaint about this casino as this is not the first time I have had this issue. I have only been playing for a few days, and I have the feeling that they are not helping the user.

Today, I made a deposit of €100 by transfer, which they received immediately. Then, I made another transfer of €400, which also arrived instantly. However, after about 20 minutes, I made another transfer of €400 which they did not receive. I checked with my bank and I saw that they have indeed charged me. So, I talked to their chat service and they asked for proof, which I sent immediately. They told me four hours later that it was under review. I sent an email with the proofs of the €400 I paid and which were charged to my bank account, but they didn’t give me any answers or solutions, nor did they reply to any emails. I am sharing all of this so that anyone who reads this complaint knows that this casino is not reliable, because if they were, they would have credited the €400 to my account so I could continue playing. Now I don’t have the money that is rightfully mine and I can't play either.

Where are the €400 from the immediate transfer?

It’s clear that they are highly unprofessional and I trusted this casino because Guru gave it a high rating.

I have screenshots of the deposit receipts that I made today, and they also have these, but they are not responding, much less resolving the issue.

Quisiera expresar mi queja sobre este casino porque no es la primera vez que me pasa. Llevo pocos dias jugando y la sensacion es que ayudan al usuario.

Resulta que hoy hago un deposito de 100 € por transferencia que ls llega al instante, despues hago otra de 400 € que tambien les llega al momento, pero a los 20 minutos hago otra de otros 400 € y no les llega. Miro en mi banco y SI me la han cargado, entonces hablo en el chat y me piden justificante que les envio al instante y me dicen a las cuatro horas que esta en revision. Mando un email con los justificantes de esos 400 € pagados por mi y cargados en mi cuenta bancaria pero no me dan ninguna respuesta y menos una solución, ademas no contestan a ningun correo. Todo esto lo digo para que quien lea esta queja sepa que este casino no es formal porque, si lo fuera, me habrian ingresado los 400 € en la cuenta para poder seguir jugando. Ahora ni tengo el dinero que es mio ni tampoco puedo jugar.

¿ Donde estan los 400 € de la transferencia inmediata?.

Está claro que tienen muy poca formalidad y yo confié en este casino porque Guru le da una puntuacion muy alta.

Tengo pantallas del justificante de los depositos hchos hoy y ellos tambien los tienen pero siguen sin contestar y menos aún sin solucionar

Dear canaberto, 

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

hello Veronica: the money has already appeared and is in the casino account. I have now requested a refund of the €400 because I no longer wish to play at this casino. How to withdraw according to "qyc" you have to bet the deposit at least once (x1) and I have not managed to bet anything, I ask to be able to withdraw the 400 or have it refunded to my bank account but as always, they do not answer in the chat They don't help and they tell me to write to finance but finance never answers.

I ask Guru for help

hol Veronica: el dinero ya ha aparecido y esta en la cuenta del casino. Ahora he solicitado el reembolso de los 400 € porque no deseo jugar más en este casino. Como para retirar segun " qyc" hay que apostar el deposito al menos una vez ( x1) y yo no he llegado a apostar nada, pido poder retirar los 400 o que los reembolsen a mi cuenta bancaria pero como siempre , no contestan en el chat no ayudan y me dicen que escriba a finance pero finance nunca contesta.

Pido ayuda a Guru

Everything was solved, the money arrived and they claim that it was a failure of the payment processor but it happened to me again.

I have reverted the €400 and I am playing so I am withdrawing the complaint.

All the best

todo solucionado, llego el dinero y alegan que fue un fallo del procesador de pagos peroes ya me paso otra vez.

He revertido los 400 € y estoy jugando por lo que retiro la queja.

Un saludo

Dear canaberto,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru