Stelario Casino - Výběr hráče se zastavil kvůli neočekávanému ověření.

Hello, first of all i would like to say that i am fully verified plus kyc at stellario casino and i have withdrown in the past some times. At 12.2 i deposited at stellario 25 eur with deposit bonus and some free spins and i wagered it ending up with 1200 eur so at 12.2 i withdrew 1200 eur (500 plus 500 plus 200). All the bonus was wagered like i have done again in this casino many times without problems. At 13.2 i got an email thatgame provider needs to verify my session and that it needs 3 to 14 business day for game provider to answer. So i came up with mails to the support asking what is this and that it has never happened to me before while playing for years at casinos. Never got an answer and when i ask in live chat they tell me that i should sent email but email never gets answered. I believe the casino wants to find a way to cancel or delay my withdrawal. Yesterday 19.2 i canceled my 500 and 200 withdrawal played a little and then made them again. Right now i have 2 withdrawals of 19.2 500 and 200 euros and 1 withdrawal from 12.2 500 euros.

Dear paraskeuasdellis97,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Lastly, I would recommend that you refrain from canceling your withdrawal, as this can lead to further delays.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear paraskeuasdellis97,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.