StarVegas Casino IT - El retiro del jugador se retrasa debido a solicitudes de documentos.

Hello, StarVegas is asking me for documents. I send them, and then they ignore me. After a while, I ask if they have approved them, and they reply that I need to send them again. This has been going on for months. Do I have to file a complaint to get paid?

Can you contact them?

salve starvegas mi chiede dei documenti io glieli invio e poi ignorano dopo un po gli chiedo se me li hanno approvati, e mi rispondono che devo inviarglieli di nuovo, questa storiella va avanti da mesi, devo denunciarli per farmi pagare?

potete contattarli?

Hello lanomaria180,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with StarVegas Casino IT. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

They have been having their check-ups for 7 months

I don't understand but I think they approved the selfie and my residence certificate

da 7 mesi fanno i loro controlli

non si capisce ma penso che abbiano approvato il selfie e il mio certificato di residenza

why you still didint contact the casino jet?

il will check on trust pilot immediatly

Hello lanomaria180,

The e-mail from the screenshot does not belong to us so please do not share any information with them - we never request any login details from any player.

Can you please forward the communication between you and the casino regarding your complaint to nikolas.b@casino.guru?

Looking forward to hearing from you.

Regards,

Nick

Done

fatto

Hello lanomaria180,

Did you forward them the document which shows the ownership of the card mentioned in the e-mail from the casino?

Would it be possible to forward the same document to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

envoy

inviato

Hello lanomaria180,

Thank you for the information provided.

I've noticed that the card does not belong to you - can you please explain why did you use a 3rd party deposit method?

Please keep in mind that you can never use a payment method which does not belong to you as it is strictly forbidden in every single online casino.

If you do, the casino has right to confiscate any balance and ban your account forever.

Regards,

Nick

I used my brother's card, is it a crime?

do you really think they can confiscate my winnings just because I used my brother's card?

ho usato la carta di mio fratello, è reato?

pensate veramente che possono confiscarmi la vincita solo perche ho usato la carta di mio fratello?

Hello lanomaria180,

Yes they can.

You can never deposit or withdraw with a 3rd party payment - its a common rule in every single online casino. You must always deposit with your own payment method and your own funds only.

Unfortunately, as you have breached the casino rules, we can't further assist you in this specific matter.

Is there anything else we could assist you with?

Regards,

Nick

you don't know the Italian law, so there really is nothing you can do to help me

voi non conoscete la legge italiana, dunque veramente non ce niente che potete fare per aiutarmi

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.