Stelario Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hi!It's about stelario casino.I've gone through kyc. All documents are ok except that I have to take a card on an old card that I no longer have. I have sent in a screenshot from the bank that says when the card was closed. They don't even answer it, but send the same email all the time that I should send in pictures on the card. The live chat doesn't help either.

can you help me?

Hej!Det handlar om stelario casino.Jag har gått igenom kyc. Alla dokument är ok förutom att jag skall ta kort på ett gammalt kort som jag inte längre har kvar. Jag har skickat in en screenshoot från banken där som skriver när kortet stängdes. Dom svara inte ens på det utan skickar samma mejl hela tiden om att jag skall skicka in bilder på kortet. Livechatten hjälper inte heller till.

kan ni hjälpa mig?

Dear mrbugari,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, everything else is clear. Is just a card I used a long time ago that I no longer have. I have emailed twice but they only send the same email back that I should send in a picture of the card, it doesn't feel like they read my email. Then I get no emails from them, have to go to the live chat to see if they sent anything.

Javisst allt annat är klart. Är bara ett kort jag använde för länge sedan som jag inte har kvar. Jag har mejlat 2 gånger men dom skickar bara samma mejl tillbaka att jag skall skicka in en bild på kortet, känns inte som dom läser mitt mejl. Sedan får jag inga mejl från dom måste gå till livechatten för se om dom skickat något.

Thank you very much, mrbugari, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear mrbugari,

My name is Stefan, and I will be helping you with this case from now on.

The credit card you are referring to is still valid, or it is already out of date?

I am looking forward to your response.

Kind Regards,

Stefan

Dear mrbugari,

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.

Dear mrbugari,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan