StarVegas Casino IT - El retiro del jugador se retrasó debido a las constantes solicitudes de documentos.

Good day, I am reaching out to you for assistance because nearly a year has passed and I have still not been paid by Starvegas. For six months now, they have been asking for my documents. I have sent them everything requested yet they keep asking for more documents.

I have sent:

photos of my ID card, three selfies with the ID card clearly visible in my hand, proof of residence, and three proofs of my credit card

I am unsure what they have approved because every time I contact them, I receive differing information

I beg you to help me, Casino Guru

Buongiorno chiedo aiuto a voi perche dopo quasi un anno ancora non sono stato pagato da starvegas, sono 6 mesi che mi chiedono documenti e io glieli invio tutti quanti ma mi vengono richiesti altri documenti

Ho inviato:

foto della carta di identità, 3 selfie con il documento in mano ben visibili, prova di residenza, e 3 prove della mia carta di credito

Non mi è chiaro cosa abbiano approvato perche ogni volta che li contatto mi danno informazioni diverse

Vi prego di aiutarmi casino guru

Dear staicu333,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Yes I have emailed documents several times in the correct format in the last 3 months I have emailed everything requested several times, I have never made a successful withdrawal, my account has been suspended since October of last year so I am fine past the 180 days that I understand they have by law to verify the plays

si ho inviato diverse volte i documenti via email in un corretto formato negli ultimi 3 mesi ho inviato diverse volte tutto quello che mi veniva richiesto, non ho mai fatto un prelievo con successo, il mio conto è sospeso da ottobre del anno scorso quindi sono pure passati i 180 giorni che mi sembra di aver capito hanno per legge per verificare le giocate

Thank you very much for your reply, staicu333. 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.

HELLO ALEXANDRU,

Thanks for contacting us!

We remind you that you have signed a contract during registration.

this is the last of the same 10 communications sent to me after sending the documents I mentioned previously:

they keep refusing the documents saying it's to protect me but it seems to me the exact opposite

I still fail to pass their checks after promptly providing everything they asked me in different formats and in several different photos

Please read Article 10 - paragraph 2:

''The Licensee reserves the right to perform a detailed verification of the Customer's identity in any event deemed necessary for the security of the Customer and the platform. Such verification may include, but is not limited to, requesting various valid identification documents, contacting the Client directly, or a combination of these and/or other means.''

This is simply a routine procedure required for player protection.

For more information, do not hesitate to contact us by phone on 800 596738, from Monday to Sunday from 8.00 to 21.00. For any clarification, please reply directly to this email.

Cordially,

StarVegas support

CIAO ALEXANDRU,

Grazie per averci contattato!

Ti ricordiamo che hai sottoscritto un contratto in fase di registrazione.

questa è l'ultima delle 10 medesime comunicazioni inviatami dopo aver inviato i documenti di cui ho precedentemente parlato:

continuano a rifiutare i documenti dicendo che è per tutelarmi ma a me sembra l'esatto opposto

continuo a non riuscire a superare le loro verifiche dopo aver prontamente fornito tutto cio che mi hanno chiesto in diversi formati e in diverse foto differenti

Ti invitiamo a leggere l'Articolo 10 - paragrafo 2:

''Il Concessionario si riserva il diritto di eseguire una verifica dettagliata dell’identità del Cliente in ogni evento ritenuto necessario per la sicurezza del Cliente e della piattaforma. Detta verifica può includere, ma non si limita a, la richiesta dei vari validi documenti di identità, contattare direttamente il Cliente, o una combinazione di questi e/o altri mezzi.''

Si tratta semplicemente di una procedura di routine, richiesta per la protezione dei giocatori.

Per maggiori informazioni, non esitare a contattarci telefonicamente al numero 800 596738, da Lunedì a Domenica dalle 8.00 alle 21.00. Per qualsiasi chiarimento, ti preghiamo di rispondere direttamente a questa mail.

Cordialmente,

Supporto StarVegas

Thank you very much, staicu333, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear staicu333,

I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear StarVegas Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons for not verifying the player's account? Could you specify if you have received all the necessary documents to conduct the verification?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear staicu333,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority - ADM (https://www.adm.gov.it/portale/contatti) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia