Stelario Casino - La retirada del jugador se ha retrasado.

Stelario Casino does not pay out my balance of 1000 euros. I've been waiting 14 days for all documents submitted for verification up to the skype call (which supposedly only works in English, but I can't speak English) I feel really fooled by this casino .My deposits were not wagered 30 times without a bonus

Stelario Casino zahlt mein Guthaben von 1000 Euro nicht aus .Warte jetzt schon 14 Tage nach allen eingereichten Dokumenten zur Verifizierung bis hin zum skype anruf (der angeblich nur auf Englisch funktioniert, ich aber kein Englisch kann)ich komme mir echt verarschaukelt von diesem Casino vor.Meine Einzahlungen waren ohne Bonus also nicht erst 30 mal umsetzen

Dear Mario,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify if your account has been successfully verified already or the Skype call remains?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi there,

sent all required documents with selfie, ID in hand

and their stelario.com site in the background.

A translator got me yesterday but support stelario didn't answer at all. Write today that there is a skype call in English. They seem to me to be really screwed up

Hallo,

habe alle erforderlichen Dokumente hingeschickt mit Selfie, Ausweis in der Hand

und ihre stelario.com Seite im Hintergrund.

Hatte mir gestern auch ein Übersetzer besorgt aber support stelario hat gar nicht geantwortet. Heut schreiben das weiter skype anruf auf englisch besteht .Komme mir von den schon so richtig verschaukelt vor

Dear Mario B*******,                      

Your request for withdrawal will be considered only after passing the video verification via Skype according to the paragraph of the rules 2.5.1 .

As soon as you are ready to pass the video verification in English, please let us know about it.

If you have any questions, we will be happy to help you by Live Chat or Email. support@stelario.com

Das haben sie mir heute geschickt

Thank you very much, Mario, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Why isn't there a German-speaking skype video call

Wieso gibs da kein deutsch sprachiges skype Video anruf

Hi Mario,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Stelario Casino to the conversation to participate in the resolution of this complaint.

Hello, I even sent all the documents for verification a few times.

Current address with proof of bank, selfie of me with ID and stelario

com Page in the background, bank card IBAN number everything umpteen times. I feel really confused and now I want the Skype video in English. The first time they stopped because I can't speak English.

Then I got myself a translator for Saturday and asked if I could call her via Skype when he was there, but unfortunately there was no answer until Sunday when the translator was home again

Hallo,ich habe alle Dokumente zur Verifizierung hingeschickt sogar ein paar mal.

Aktuelle Adresse mit Banknachweis ,Selfie von mir mit Ausweis und Stelario

com Seite im Hintergrund, Bankkarte IBAN Nummer alles zig mal .ich komme mir echt verschaukelt vor und jetzt wollen se noch das Skype Video auf Englisch. Erste mal haben se abgebrochen da ich kein Englisch kann.

Dann hatte ich mir für Sonnabend ein Übersetzer besorgt und angefragt ob ich sie per Skype anrufen kann wenn er da ist aber leider keine Antwort erst am Sonntag da war der Übersetzer schon wieder zu Hause

Hello, you paid me 400 euros today, but I hope that the remaining 600 euros will also come, believe the numbers are always 400 a day.

First of all thanks for your help

With friendly greetings

Mario

Hallo Sie haben mir heute 400 Euro ausgezahlt, hoffe doch das die restlichen 600 Euro auch noch kommen, glaube die Zahlen nur immer 400 am Tag aus.

Erst mal Danke für eure Hilfe

Mit freundlichen Gruß

Mario

Hello, so you pay me my remaining 600 euros as well.

thanks again

Hallo ,also zahlen sie mir meine restlichen 600 Euro auch noch aus.

Danke nochmals

Hi all,

Thank you for your replies.

Dear Mario,

Please let me know when you receive your winnings in full.

Hello, no further payment so far.

Deposited another 300 euros yesterday

and won my balance is now

over 4000 euros but there are difficulties with paying out again

Hallo bis jetzt keine weitere Auszahlung.

Hatte gestern nochmals 300 Euro eingezahlt

und gewonnen mein Guthaben beträgt jetzt

über 4000 Euro aber es gibt schon wieder Schwierigkeiten beim auszahlen

How can I send you screenshots

Wie kann ich ihnen Screenshots senden

Hi Mario,

You can either upload the screenshots in this thread or send them to my email address: peter.m@casino.guru.

You now want to pay out 3 more times

Today on 03/21 and 03/24 because allegedly only 3 payment requests may be processed by the finance department

Sie wollen jetzt noch 3 mal auszahlen

Heute am 21.03 und 24.03 weil angeblich nur 3 Auszahlungsanträge vorliegen dürfen die von der Finanzabteilung bearbeitet werden

Dear Mario,

Please note that you can only make three active withdrawal requests.

All of your withdrawal requests will be processed in accordance with rule:

9.2 - The Finance Department has the right to determine its own payment and withdrawal conditions, as well as the maximum and minimum withdrawal amount for each procedure, which may vary depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

In order to withdraw funds, you must make a withdrawal request or requests and wait for it to be processed according to an individual schedule set by the finance department according to the status of your account.

This means that each of your withdrawal requests will be processed strictly in accordance with our project rules, which you have agreed to and committed to comply with.

You can request a withdrawal schedule from the finance department by emailing: kyc@stelario.com

Thanks

Danke

Hi all,

Thank you for your replies.

Dear Mario,

Please keep me updated.

Hi Mario,

Has there been any news?

Until now they have always paid out my winnings

Hay bis jetzt haben sie meine Gewinne immer ausgezahlt

Hi there,

Now they're starting to pull my payout again

I have applied for 400 euros to be paid out 3 times, since I could only make one application at a time

if payments are still pending. Today they had emailed me that they should pay out 2 times 200 euros

apply for. Were also again 400 euros credit at Stelario Casino on it. I immediately submitted a new application for 400 euros. Account balance is zero again, but the remaining 800 euros are still missing.

Let's see how it goes

With friendly greetings

Mario

Dear Mario Bertuzzo,

We inform you that your withdrawal payment in the amount of 400 EUR has been canceled by Stelario Financial Department.

We ask you to make another withdrawal request and to divide it into several parts 200 EUR + 200 EUR.

If you have any questions, we will be happy to help you by Live Chat or Email. kyc@stelario.com

With respect,

Hallo,

jetzt fangen sie schon wieder an meine Auszahlung hinzuziehen,

ich habe 3 mal 400 Euro zur Auszahlung beantragt ,da ich ja immer nur ein Antrag stellen konnte

wenn noch Auszahlungen anstanden. Heute hatten sie mir das gemailt soll 2 mal 200 Euro zur Auszahlung

beantragen. Waren auch wieder 400 Euro Guthaben bei Stelario Casino drauf. Habe gleich ein neuen Antrag gestellt von 400 Euro. Kontostandt wieder Null Euro.Fehlen aber noch die restlichen 800 Euro.

Mal seheh wie es weiter geht

Mit freundlichen Gruß

Mario

Dear Mario Bertuzzo,

We inform you that your withdrawal payment in the amount of 400 EURhas been canceled by Stelario Financial Department.

We ask you to make another withdrawal request and to divide it into several parts 200 EUR + 200 EUR. 

If you have any questions, we will be happy to help you by Live Chat or Email. kyc@stelario.com

With respect,

Dear Stelario Casino team,

These are extremely low withdrawal limits. I'm afraid we will have to update this information in your review.

Dear Mario,

Please keep me updated.

Dear Mario.

We have reviewed your complaint.

The amount of your withdrawal requests in the amount of 800EUR has not disappeared from your gaming account. Your withdrawal requests will be processed according to your individual schedule. You can always request an individual withdrawal schedule by sending an email to kyc@stelario.com

Today the financial department has asked you to split one of your three withdrawal requests of 400EUR into two 200EUR withdrawals. Please follow this instruction for a successful withdrawal. 

We remind you that according to the rules:

 9.2 Finance Department - has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

If you have any additional questions, we are always happy to help you.

Dear Mario,

Has any of your withdrawals been successful?

Dear Mario,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Have paid everything so far

Haben bis jetzt alles ausgezahlt

Hello,

now they have blocked my account supposedly because of gambling addiction.

But I still have well over 1000 bonus points. When you deposit, they are always there

very quickly, nothing happens with gambling addiction, first of all the money from the customers

pull out of pocket and then close account ,very strange.

Greetings Mario

Hallo,

jetzt haben sie mein Konto angeblich wegen Spielsucht gesperrt.

Ich habe aber noch gut über 1000 Bonuspunkte.Beim Einzahlen sin sie immer

sehr schnell,da passiert nichts mit Spielsucht ,erst mal den Kunden das Geld aus

der Tasche ziehen und dann Konto schließen ,sehr seltsam.

Gruß Mario

Dear Mario,

According to the rules of the project, the administration has the right to close your account at any time if you have no money on your account.

Since all obligations to your login are fulfilled in full, you have no funds on the real and bonus account, as well as you have no active requests for withdrawal, your account was closed by decision of the administration without the right to reopen. 

We also notify you that you are not allowed to play on this casino site.

We will have the right to block any of your new accounts without notice and without refund if this clause of the rules is violated by you. 

Dear Peter, 

All obligations to the client are fulfilled in full, all requests for withdrawal of funds are processed, there are no funds on the client's account. 

By the decision of the administration the client's account was closed without reopening according to the internal regulations because there are no more obligations to the client. 

I don't understand, there are still more than 1000 bonus points on my account, I could buy 300 or 400 euros for that, it looks like a scam to me. First deposit even more than 1000 euros in one day, which is not allowed. And then block the account.

Verstehe ich nicht ,es sind noch über 1000 Bonus Punkte auf mein Konto, dafür könnte ich 300 oder 400 Euro kaufen, sieht mir doch ganz schön nach Betrug aus. Erst einzahlen lassen sogar über 1000 Euro an einem Tag was gar nicht zulässig ist. Und dann das Konto sperren.

With the pay out was also such delays

Tactics only ever a few euros he will gamble away his winnings again

This is the system of Stelario Casino. So to me they are scammers, if they weren't sitting somewhere else I would sue them. There are already lawyers who have recovered older amounts.

Because I thank you for your support with the initial account verification, that was also a scam

Mit dem auszahlen war auch solche hinhalte

Taktik erst mal nur immer ein paar Euro er wird schon wieder sein Gewinn verspielen

Das ist das System von Stelario Casino .Also für mich sind das Betrüger,wenn sie nicht woanders Sitzen würden ,würde ich sie verklagen. Es gibt da schon Anwälte die ältliche Beträge zurück geholt haben.

Denn Bedanke ich mich für ihre Ünterstützung bei der anfänglichen Kontoverifizirung das war auch schon Betrug

Strange my account banned and these

Criminals are still sending me bonus offers

Tell me everything about their underhanded machinations. I'm going to badmouth Stelario and my sister is going to help me. She's working

at the newspaper and promised me her support to put a stop to such crimes

Seltsam mein Konto gesperrt und diese

Verbrecher schicken mir noch Bonusangebote

Das sag doch alles zu ihren hinterhältigen Machenschaften aus .Ich werde Stelario sowas von schlecht machen und meine Schwester wird mir dabei helfen .Sie arbeitet

bei der Zeitung und hat mir ihre Unterstützung zugesagt damit solchen Verbrechen das Handwerk gelegt wird

Hi all, thank you for your replies.

Dear Mario,

I'm glad to hear that you received your funds. When it comes to blocking your account, the casino has the right to actually refuse any player at any time as soon as their winnings were paid in full. I understand your frustration but I can't really help you with that. If a gambling problem is involved, I suggest looking for help here: https://www.begambleaware.org/. Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter