StarVegas Casino IT - El jugador tiene dificultades para retirar las ganancias del casino.

Hello, about ten days ago I played slots in this casino by depositing real money. I won €1650. When I tried to withdraw they asked me for a series of documents that I am not going to list because I think you already know what they are asking for. My problem arises from the fact that I used the company card to deposit, which is supposedly mine but is made out to my cousin (I have the physical card, the App, and all my cousin's documents including the certificate of incorporation). The other problem is that I separated about 2 years ago and went to live with my sister, where I didn't bring the residence but only the domicile. Now the casino is asking me for a certificate of residence corresponding to the identity card. Yesterday I went to the registry office where I had my residence and they informed me that I was cancelled. Currently, therefore, I am without residence.

Can you help me? I thank you in advance.

Buongiorno, circa dieci giorni fa'ho giocato alle slot in questo casino depositando soldi veri. Ho vinto 1650 €. Quando ho cercato di prelevare mi hanno chiesto una serie di documenti che non sto ad elencare perché credo voi sappiate già cosa chiedono. Il mio problema nasce dal fatto che ho utilizzato per depositare la carta della società, che sarebbe mia ma ho intestato a mio cugino (io dispongo della carta fisica, della App, e di tutti i documenti di mio cugino compreso la visura camerale). L'altro problema è che io mi sono separato circa 2 anni fa e sono andato a vivere da mia sorella, dove non ho portato la residenza ma solo il domicilio. Adesso il casinò mi chiede un certificato di residenza corrispondente alla carta d'identità. Ieri mi sono recato presso l'anagrafe dove avevo la residenza e mi hanno che sono stato cancellato. Attualmente quindi mi trovo senza residenza.

Riuscite ad aiutarmi? Vi ringrazio anticipatamente.

Dear rossanotrombini71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found: https://www.starvegas.it/it/contratto-di-gioco

"Article 10 - Obligations and responsibilities of the customer

If the Dealer becomes aware that the Customer:

• deposits funds via credit cards without being authorized to use such credit cards and/or related current accounts;

may suspend the contract, informing AAMS, until the facts are ascertained. "

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

As for the situation with your residence, have you explained the situation to the casino? What was their reply?

Best regards,

Tomas

Dear rossanotrombini71,

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.