Starda Casino - La cuenta del jugador fue cerrada.

good night casino guru team

i hope you will help me with my complaint

starda casino try to cheat me and do not pay winnings

i made deposit yesterday, when i saw good bonus at this casino. to get maximum bonus value i made 620 eur deposit and get 600 euro welcome bonus. After i tryied few games, and after may be two hours i had 2000 real balance without any bonus money. I picked my best slot GoldenFish and hit 4 golden fishes with maximum bet 125 eur. I won more then 30 000 euro. Trying to withdraw first i have to approve my crypto adress. Then casino asked me video selfie with document. I sent it and casino answered that i can make withdraw now, but in same time closed my account. Then they said that i need to make video call. I take my phone i try to make this call, but casino said that they can not make this call, and when it will be possible, they do not know. I try to add all possible screenshots about this complaint. Sorry i use google translate to write complaint, but i hope that you understand what i mean. I hope you will answer at this topic.

Dear deniskrr7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the verification call is the last step before the casino verifies your account? Did you provide any other documents to verify your identity?

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

Best regards,

Kristina

Yes, i provided photos of id, selfie with id card, video selfie. All is accepted.

Thank you very much for your reply, deniskrr7. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear deniskrr7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of deniskrr7. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

You mentioned in your reopen request that the account has been verified. Have you already received your winnings, or has there been any news regarding the withdrawal?

Hello. Yes, at this moment i passed video call and allready withdraws all winnings in 33000euro amount! thanks for help

Do I understand correctly that we can consider this case resolved?

Dear deniskrr7,

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 close the complaint.

Based on the last deniskrr7's it seems that the issue has been resolved, therefore we will now close the complaint accordingly.