Stelario Casino - Hráč se snaží vybrat své výhry.

Hi, I made a deposit of 60€, I arrived at a figure of around 90 euros, playing a total of 100 euros (between winnings and losses).

But now I can't withdraw, I keep getting the message "the requested amount is bigger than allowed for withdrawal"

but I don't understand why!! it does not make sense!

I ask for your help

a thousand thanks

Ciao, io ho fatto un deposito di 60€, sono arrivato ad una cifra di 90 euro circa, giocando un totale di 100 euro (tra vincite e perdite).

Adesso però non riesco a ritirare, continua a venirmi il messaggio "the requested amount is bigger than allowed for withdrawal"

ma non ne capisco il motivo!! non ha senso!

chiedo il vostro aiuto

grazie mille

Dear manuelsquillantini,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela, my account has been fully verified, I have not used any bonuses and I have made a deposit with Mastercard. Now the site asks me to make a minimum deposit with the same system with which I want to withdraw..

From assistance they told me that I have to play at least three times the amount deposited.

Ciao Petronela, il mio account è stato completamente verificato, non ho utilizzato bonus e ho fatto un deposito con Mastercard. Adesso il sito mi chiede di effettuare un deposito minimo con lo stesso sistema col quale voglio prelevare..

Dall'assistenza mi hanno detto che devo giocare almeno il triplo di quanto depositato.

Thank you very much, manuelsquillantini, for the clarification. I have checked the terms and conditions, and this is what I found (here):

"6. DEPOSITS

...

6.5. The deposit amount must be wagered three times before it can be withdrawn."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies. I'm afraid you need to complete the wagering requirements before you'll be able to withdraw your funds. Please keep me informed about any further developments.

Thanks a lot, that was exactly the problem. But now I have an even bigger problem, I can't verify my bank account. They keep asking me for an official document certifying ownership of my account.. I sent them everything but they keep asking for it, Do you know if there is a particular document? and they also keep asking me for a selfie, which I've sent at least a thousand times, but I don't have a passport, I don't have to have one!!!

Thanks in advance.

Thank you very much, manuelsquillantini, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, manuelsquillantini,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Stelario Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Stelario Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his account and withdraw? Was the deposit wagering requirement (AML) done?

Thank you in advance for providing the information.

An official bank document certifying that the credit/debit card you used to fund your account belongs to you.

- A selfie with your ID card against the background of our site stelario.com

* Please take new selfies in good quality that clearly show your passport information.

This is what is being contested, but I DO NOT HAVE A PASSPORT, I am not obliged to have one.

Regarding the debit card certification I don't know what document they need, I sent the contract between me and the bank but apparently it's not good. what should i send?

Thank you

An official bank document certifying that the credit/debit card you used to fund your account belongs to you.

- A selfie with your ID card against the background of our site stelario.com

* Please take new selfies in good quality that clearly show your passport information.

Questo è ciò che mi viene contestato, ma io NON POSSEGGO IL PASSAPORTO, non sono obbligato ad esserne in possesso.

Per quanto riguarda la certificazione della carta di debito non so di quale documento abbiano bisogno, ho inviato il contratto stipulato tra me e la banca ma a quanto pare non va bene. cosa dovrei inviare?

Grazie

Dear manuelsquillantini,

Your complaint has been reviewed in detail.

In order to process your withdrawal request you need to complete the verification of your account.

You have not been asked to provide your passport. You sent your ID card and it was successfully accepted.

You deposited your game account with a non-personalized bank card. That is why you have to present a document confirming that you are the owner of the card: 535476******1985

You can provide the following documents of your own choosing:

1) A bank statement/reference that contains information exactly about the bank card 535476******1985 and that it belongs to you i.e. your name and surname will be presented.

2) A screenshot from the bank's application with the number of the bank card 535476******1985 and the fact that it belongs to you, i.e. your name and surname will be presented.

Earlier you sent documents that displayed only your IBAN - but they did not contain any information about the bank card 535476******1985

Please send one of these documents to complete the verification of your account to the e-mail of the financial department: kyc@stelario.com

Please, if you have any questions or difficulties, please contact e-mail support@stelario.com

We are always happy to help you.

Thank you all for the help, the withdrawal was successful 👍

Ringrazio tutti per l'aiuto, il prelievo è andato a buon fine 👍

Great news!

Thank you, manuelsquillantini, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Stelario Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.guru