Star Games Casino - Have not received my winnings and no response on emails

RESOLVED
VanessaLubbe South Africa
posted on November 4, 2015.

I deposited for the first time, got my welcome bonus. Managed to complete the wagering amount and cash out. Sent identification needed. From there no response from them on emails as they dont offer live chat, also no money. Deposited again after that hoping that ill receive my first cash out but nothing.

AskGamblers
posted on November 9, 2015.

@VanessaLubbe,
Any update considering your complaint?

VanessaLubbe South Africa
posted on November 9, 2015.

Hi no, they sent one email saying that my RSA ID cannot be accepted and that I have to send a passport or a drivers license, I informed them that all countries must accept a RSA ID as that is what identifies all of us and that i do not own a drivers license or a passport. No reply as of yet

posted on November 10, 2015.

Hi Vanessa,

I am sorry to hear your dissatisfaction. I have contacted someone from the support team to look into your matter closely. I apologise that I can not directly help you on this matter as I look after the Affiliate Support aspect of the business. I always recommend to contact the [email protected] for player help, however as you mentioned there was no response I will ask them to look into this and get back to you. If you need to submit certain information for me to help identify your player details in the system please feel free to email for this particular reason on [email protected]

Thank you for your understanding and patience.
Regards,
Adam

VanessaLubbe South Africa
posted on November 11, 2015.

Hi Adam

I sent them a birth certificate 2 days ago and have not heard from them again. So hopefully this will be resolved now. Ill keep you updated

I also cashed out another bonus of $500 from highnoon casino and they said i provided them with incomplete address info so they are not paying out. All the other casinos accepted those details with the documents attached but not them, they just refuse to pay.

Makes a person scared to gamble online

Have a nice day
Vanessa

posted on November 12, 2015.

Hi Vanessa,

I have passed on this further information to the support team and see what the status is.
However if there are developments from your end please let me know.

Kind regards,
Adam

posted on November 12, 2015.

Hi Vanessa,

Please send an email to [email protected] with your nick as I have support asking for this.

kind regards,
Adam

VanessaLubbe South Africa
posted on November 14, 2015.

My nickname there is VanessaLubbe they do have it, they keep asking for documents every second day

AskGamblers
posted on November 18, 2015.

Any news?

posted on November 19, 2015.

Due to KYCs Vanessa was asked for certain details and after several back and forth communications the required details were submitted. The reason why the process took longer than required is due to the said original details sent one of them was not what was asked for and another have incomplete details within the document. However as mentioned this has now been submitted and the process of pay-out has been undergone and supplied this information to Vanessa via auto-mail.

AskGamblers
posted on November 23, 2015.

@VanessaLubbe,
Are you satisfied with casino's response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.