StarGames - I want my winnings

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Star Games Casino where is clearly visible that player didn't pass casinos KYC and with that act breached casino's general terms stated below.

6. The company undertakes thorough checks whenever a player requests a payout. The company shall remit the funds to the player within 5 working days, if practicable, after receipt of the request. The Player acknowledges that the company reserves the right to verify the entitlement of the player prior to effecting a payout and, in case of doubt, to withhold the payment. To provide evidence of the entitlement, the player is required to submit a written request for payment. The Player further acknowledges that the company is duty bound by law to verify information about the Player including, but not limited to, identity, age and place of residence of the Player in order to effect certain payouts. The Company further reserves the right to review the Player’s transactions and activity and verify the financial instruments being used on the Player Account prior to effecting a payout. Additionally, the Company reserves the right to perform enhanced verification and due diligence checks where this is deemed to be necessary, in the sole discretion of the Company, and the Player agrees to submit to and cooperate in the performance of such checks. In light of these checks, the Player shall be required to supply to the Company any documentation or information requested by it in order to facilitate such verification. The Player shall be requested to provide documentation including, but not limited to, a copy of an official and valid proof of identity (passport, ID, driver’s licence), a copy of valid proof of address (utility bill, bank statement) and documentation verifying financial instruments (for instance bank statements), which are not older than 3 months, per mail or e-mail. The Company reserves the right to withhold any payout requests pending successful verification of the Player’s registration and any other relevant information to the satisfaction of the Company.

And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious that this is not the case with this particular issue. Therefore this complaint is being rejected.

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Star Games Casino where is clearly visible that player didn't pass casinos KYC and with that act breached casino's general terms stated above.
 
And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious that this is not the case with this particular issue. Therefore this complaint is being rejected.

Dear fxluv,

Apologies for such a delay in resolving this complaint.

The reason as to why you were blocked and your winnings were kept were due to a breach in our General Terms and Conditions (GTC).

Our GTC explains in Section C. Payouts:
6. The company undertakes thorough checks whenever a player requests a payout. The company shall remit the funds to the player within 5 working days, if practicable, after receipt of the request. The Player acknowledges that the company reserves the right to verify the entitlement of the player prior to effecting a payout and, in case of doubt, to withhold the payment. To provide evidence of the entitlement, the player is required to submit a written request for payment. The Player further acknowledges that the company is duty bound by law to verify information about the Player including, but not limited to, identity, age and place of residence of the Player in order to effect certain payouts. The Company further reserves the right to review the Player’s transactions and activity and verify the financial instruments being used on the Player Account prior to effecting a payout. Additionally, the Company reserves the right to perform enhanced verification and due diligence checks where this is deemed to be necessary, in the sole discretion of the Company, and the Player agrees to submit to and cooperate in the performance of such checks. In light of these checks, the Player shall be required to supply to the Company any documentation or information requested by it in order to facilitate such verification. The Player shall be requested to provide documentation including, but not limited to, a copy of an official and valid proof of identity (passport, ID, driver’s licence), a copy of valid proof of address (utility bill, bank statement) and documentation verifying financial instruments (for instance bank statements), which are not older than 3 months, per mail or e-mail. The Company reserves the right to withhold any payout requests pending successful verification of the Player’s registration and any other relevant information to the satisfaction of the Company.

We did not receive a VALID form of identity from you, this has been explained to ask AskGamblers, that is the reason why your account was blocked and your funds were withheld. We have no way of proving who you are and that the funds are going to the correct person.

This complaint has been reopened due to the declared willingness on behalf of Star Games Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.