StarVegas Casino IT - La cuenta del jugador se cerró permanentemente.

I received a suspension of my gaming account after two months of playing on starvegas, primarily in the casino section. Subsequently, I had to provide bank statements, credit card screenshots, and numerous selfies to pass their checks. I then withdrew part of my winnings but a month later, or three days ago, I received this communication:

DEAR CUSTOMER,

After conducting a more detailed analysis, we regret to inform you that your gaming account will remain permanently blocked and cannot be reopened because you have violated our Terms and Conditions.

Click on the link for more information https://www.starvegas.it/it/gioco-responsabile.

Thank you for your understanding.

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

Sincerely,

StarVegas Support

I don't know what to say/do, should I consult a lawyer?

Ho ricevuto la sospensione del mio conto gioco dopo due mesi di gioco su starvegas principalmente sulla sezione casino, successivamente ho dovuto fornire estratti conto screen carte di credito e tantissimi selfie per superare i loro controlli, ho poi prelevato parte della mia vincita poi dopo un mese ovvero 3 giorni fa ho ricevuto questa comunicazione:

GENTILE CLIENTE,

Dopo aver effettuato un'analisi piu' dettagliata, siamo spiacenti di informarti che il tuo conto gioco rimarra' permanentemente bloccato e non potra' essere riaperto, in quanto hai violato i nostri Termini e Condizioni.

Clicca sul link per maggiori informazioni https://www.starvegas.it/it/gioco-responsabile.

Grazie della comprensione.

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

Non so che dire / fare , dovrò sentire un legale?

Dear danielabet324,

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 received any confirmation regarding successful verification?
• Do I understand correctly that €5,000 (dispute value) is being held in your casino account?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

never used the bonus, yes they had verified my account because they made me withdraw, I had sent them proof of residence selfie proof of the card, then after a while of withdrawing they sent me the email I copied above

mai usato bonus, si mi avevano verificato il conto perche mi hanno fatto prelevare , gli avevo inviato prova di residenza selfie prova della carta , poi dopo un po che prelevavo mi hanno inviato l'email che ho copiato sopra

but why do you rate this casino as very safe? I also see other open complaints and I don't see any resolved cases.....

ma questo casino perche lo valutate molto sicuro? vedo anche altri reclami aperti e non vedo casi risolti.....

Thank you very much, danielabet324, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello danielabet324,

I'm Michal, and I have taken over your complaint. Upon reviewing your case, it's worth noting that StarVegas Casino IT hasn't been particularly cooperative in resolving player complaints with us, so achieving a favorable resolution to your complaint may be uncertain. Nevertheless, I will still reach out to the casino to see if I can help.

We would like to invite StarVegas Casino IT to join the conversation.

Dear StarVegas Casino IT,

Can you please provide more information regarding the player's suspended account?

why do you rate him with a high score if he is not particularly collaborative? very high indeed

perche se non è particolarmente collaborativo lo valutate con un punteggio alto? anzi altissimo

Dear danielabet324,

While we hold a reputable "authority" status in the gaming industry and collaborate with numerous casinos to resolve player issues, regrettably, not all casinos are willing or able to cooperate with us in resolving complaints. I will make an effort to obtain a response from the casino team, but based on my previous experiences with StarVegas Casino the likelihood of successfully resolving your issue is quite low without the casino's cooperation.

When it comes to the Safety index rating, various factors are taken into consideration when calculating the rating. You can find information on how we calculate the rating here: Learn About Our Casino Review and Rating Process | Casino Guru (casinoguru-en.com)

I have found this information about the casino's Complaint Procedure, so I guess you can follow these steps.

already sent but aams responds with a generic copy and paste saying that it has many requests etc, can you help me report the issue to aams correctly?

gia inviato ma aams risponde con un copia e incolla generico dicendo che ha molte richieste etc, voi npotete aiutarmi a segnalare ad aams la questione correttamente?

Dear danielabet324,

I understand that you expect a prompt response from ADM regarding your complaint. However, please bear in mind that they likely receive hundreds of similar requests every day, so it takes time to review each one. While you are free to submit another complaint to ADM, in my experience, sending multiple complaints may not expedite the process and could even have the opposite effect.

We can't draft the complaint for you; this must be done by the players themselves. To assist you, we have prepared a guide on how to submit a complaint to a regulator, including information about Agenzia delle Dogane e dei Monopoli (ADM), which I believe will be useful for you.

Unfortunately, apart from this, there isn't much more we can do at this point. Since you have already submitted a complaint to ADM, it is now up to them to decide when and how to address it. Their decision will be binding. I can only advise you to be patient and await their response.

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.

but have the Starvegas people ever responded?

ma hanno mai risposto quelli di starvegas ?

Dear danielabet324,

The Starvegas team has not really responded to us. If we received any email from them, it was only that the customer should get in touch with their customer support directly. That's about it.

As I mentioned before, while we hold a reputable "authority" status in the gaming industry and collaborate with numerous casinos to resolve player issues, regrettably, not all casinos are willing or able to cooperate with us.

As a part of our standard procedure, I will leave the timer on the casino until it's run out and if the casino team don't respond, I will later close the complaint as unresolved. 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.

Please forward your complaint email you have sent to ADM to me at michal.k@casino.guru. This will help us to keep track of the case and let me know how ADM decided.

but sorry, change the score if they never collaborate? I mean you also make us look bad, I don't understand...

ma scusate cambiategli il punteggio se non collaborano mai? cioe ci fate anche brutta figura voi non capisco...

Dear danielabet324,

I understand your concerns, but as I have mentioned above, various factors are taken into consideration when calculating the rating, not just your negative experience. You can find information on how we calculate the rating here: Learn About Our Casino Review and Rating Process | Casino Guru (casinoguru-en.com)

If the number of complaints keeps increasing and the casino fails to address them, the safety rating will eventually decrease. It is important to understand that we cannot legally compel the Starvegas team to cooperate with us. The only legal authority is ADM, so I strongly recommend that you continue contacting them.

Dear danielabet324,

I have tried to contact the casino repeatedly but had no success in getting any information. 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. Since you have already submitted a complaint to ADM, it is now up to them to decide when and how to address it. The Italian Gaming Authority has more options and tools to help players. Please let me know how ADM responded at michal.k@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru