Stelario Casino - Hráčův účet byl uzavřen kvůli duplicitnímu nároku na účet.

Hello,

I have a friend that was playing in Stelario and he was quite pleased, he also made a withdrawal and they helped him a lot with the process of validating his account so he proposed it to me. I created an account completed the KYC and started playing. I wagered a lot of money in 5 days, five digit wager, and when i tried to withdraw they asked proof for my bank account i provided everything even for 2 bank accounts!! But yesterday i tried to login and i found out that they disabled my account. In the live chat they told me my account was duplicate and i was baffled because this couldn't have happened. Then they told me that my account was duplicate with the account kka519 but the thing is that this account is my friend's account. The only thing is that after a big win i had in my house i visited his house and i logged from there to show him that big win. After that i stayed there and played for a few hours before i returned to my home. That is the only thing that connects me with this account of my friend, nothing illegal just because i used his wifi for a few hours. Since then i returned home, where i ve been only playing from here. My account is disabled and all my money is lost.

Hello vanosv89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stelario Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that it strictly forbidden to use 1 device for 2 different casino accounts and they may block both accounts now and confiscate any balance on them.

Looking forward to your answer.

Regards,

Nick

Hello,

thank you for responding,

my account was new in the casino but it was legit. It was the first time i created an account and played there. Nevertheless i completed the KYC and it was accepted before asking for a withdrawal. After that, because of the fact i asked my withdraw via bank transfer, they emailed me asking for further proof about the bank account. They helped me a lot by sending me some examples for screenshots that i had to make, and finally i provided them with everything. After that my account got disabled. I accumulated the winnings without claiming any bonuses. Since they disabled my account they do not answer my emails. I tried the support email, i tried the financial department email, but nothing. No response. They claim the account is a duplicate with my friend's account(as you can see in the chatscript i provided) despite the fact that we are both 2 different people (different IDs, different names, different addresses). I am willing to prove it even by making a video call between me, my friend and the casino. I have played in a lot of casinos over the years and i know to respect the rules, i have never made a second account and never shared my credentials with anyone.

Thank you vanosv89 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vanosv89,

I'm Michal, and I have taken over your complaint. I have reviewed your case and if the IP match between the accounts is the only reason why the casino has closed your account, we don't consider this to be fair. I will contact the casino to shed more light on this matter.

We would like to invite Stelario Casino to join the conversation.

Dear Stelario Casino,

As the player stated they have passed the KYC and they informed you that they indeed at one point shared the same IP with their friend while they were on a visit, however, just the IP match with another account should not be the only reason for closing the player's account. If there are additional reasons why the player's account was closed kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of to me at michal.k@casino.guru

Dear Michal,

We have sent the additional information to your email address - michal.k@casino.guru

Sincerely,

Stelario Casino Risk Department

Thank you for all the provided information and evidence, Stelario Team.

Dear vanosv89,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts associated with the same device, same user agent, playing the same or very similar games from the same provider, placing identical bets, and exhibiting matching IP addresses on several occasions across multiple days. All these findings cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules as was communicated to you previously.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru