Starda Casino - Hráč má negativní zkušenost v kasinu.

I signed up to Starda casino with the intention of playing some serious money (£1000+).

I accepted a small no deposit bonus. 50 free spins to test site. Well aware of bonus violations as another casino stole over 600 EURO from me for supposed max bet violations.

I followed ALL rules. My 50 spins made me 8.83 EUR. There was a 45x wager requirement. I completed it with tiny bets of 0.2 and 0.3 eur. The total winning during wagering was over 150 EUR, but the casino capped it at 10x the win (88.3 EUR).

I was really keen on depositing a large amount as I liked the casino a lot (they had Funky Time and a lot of new games). It is then that the problem started.

My withdrawal of 20 EUR was denied. I was referred to bonus terms 10.6. Chat stated: "Management reserves the right to request a deposit of equal amount to what you want to withdraw, and wager that 3x before withdrawal accepted."

Confused, I looked at 10.6. VIOLATIONS?!

"10.6.

Liability for bonus abuse

Before wagering a no deposit bonus, the personal data must be filled out in the profile. If the profile is filled out after receiving a no deposit bonus, the bonus and all related winnings shall be void.If you have an active bonus and obtain free spins and other bonuses in any game, you have to wager them before switching to another game. If you place bonus money bets in any other game when there are unused free spins or other uncompleted bonus games, these actions shall be considered a deliberate violation of the Casino rules. If the Casino identifies such violations, it reserves the right to refuse any payouts and/or confiscate all winnings obtained using the aforementioned strategies.If you create duplicate accounts, intentionally provide false information upon signing up or inaccurate data during account verification, the bonuses you have received and all related winnings shall be void.

If a no deposit cumulative bonus is received but we suspect fraudulent activity, we reserve the right to ask you to make a deposit equal to the wagered bonus funds in your account at the time the withdrawal request is submitted (not less than 10 €, and ask to wager the deposit three times.

We reserve the right to change, alter, or amend the bonus terms and conditions at any time. Players should regularly check the Terms and Conditions for any updates."

I asked Chat agent, to clarify if any violations had been made. Chat refused to explain. They said management had decided that for any withdrawal I make, I need to first deposit the equal amount and wager 3x.

Even more confused, I asked to have this put in writing as that was not part of bonus terms.

Chat agent said not to ask more questions, that this was management's decision.

I then asked them, is that rule applying for ALL WITHDRAWALS? Chat agent ended chat saying: "This is standard Curacao license.... In order to withdraw funds, you need to win back your deposit".

WHAT?? I have never heard of such a rule.

I feel cheated here for such a small amount. I told them it was sad to see such fraud in open daylight as I was going to wager £1000 here tomorrow, but after this bullshit I am staying far away from Starda.

STAY AWAY.

Dear chrisjorg,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starda Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how much specifically you were asked to deposit according to casino point 10.6.?

What does the dispute value (€55) represent in this situation?

Could you please send me the communication from the casino to my email at tomas@casino.guru?

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,

Tomas

Hello

I was asked that when I was prepared to do my first withdrawal, to deposit the equivalent of my current balance and wager it 3x, in order for withdrawal be approved.

The disputed value (55 EUR) was the balance at the point of submitting complaint.

Thank you!

Christian

Thanks for your email.

Do I understand correctly the casino live chat specified the rule 10.6? Do you have a chat transcript or email where this is mentioned? I didn't find it on the chat transcripts you provided.

Please send it to me on my email at tomas@casino.guru

I'll await your message.

Thank you very much, chrisjorg, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 chrisjorg,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Starda Casino representative to join this conversation and participate in resolving this complaint.

Dear Starda Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Why does the player have to deposit and wager it 3x times in order to withdraw the bonus?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 chrisjorg,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru

Hello Everyone,

We have reopened this complaint at the request of Starda Casino to provide another opportunity for a resolution and to assist both parties in reaching a satisfactory conclusion.

Dear Starda Casino,

Since this complaint has been reopened at your request, could you kindly provide comprehensive details regarding this case? Your prompt response will help facilitate a constructive resolution.

Thank you.

Hello, dear player and Casino Guru representatives! We are very sorry that we were unable to respond to your complaint, as we did not have access to the account at the time. We would like to explain that the rule we referred to earlier when taking such action against your account has been amended and is currently not valid.

Dear player, we are ready to refund your balance in the amount of 88.3 EUR. Please give us a reply so that we can restore it.

Best regards,

Starda Casino!

Dear Starda Casino,

Thank you for your post.

Dear chrisjorg,

Could you kindly respond so the casino can proceed with your refund?

Dear chrisjorg,

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.