Star Games Casino - Not paying my 159 EUR

RESOLVED
patineza Greece
posted on February 7, 2016.

Deposited 200 EUR , played casino and lost 40 EUR.I not liked this casino room so I requested all balance payout of 160 EUR and they charged me 1 EUR extra fee.They asked me to submit identity document which I done.Two days later they said I violated GTC and blocked my account without giving any information,so it just seems they not want to pay money and wanted me to loose all funds here.Now they offering me to pay with bank wire,but I want to get my funds back to my neteller account 4*****­***­***­***­***­****2 which I used as deposit option and I not want not to show bank I am gambling as this is my private information I wont share with anyone.My stargames username patineza

posted on February 10, 2016.

Dear Patineza,

Thank you for your message.
On 27th January we sent you an email asking for KYC docs to be able to process the payout.
It is correct that your account was blocked, but we never said you would loose all your money.
The money which is left in your account will be paid out (minus the fee which is clearly stated in our GTC to which you consented), but due to security reasons only after we got the proofs we asked for and only to your very own bank account. In case you did not have our old email any more, we resent the message now to your registration email address.

P.S. we would strongly recommend that you delete your neteller account data from your posting as it would be visible there for every one.

Best regards,

Stargames Customer Support

patineza Greece
posted on February 10, 2016.

I have received your message and I not agry to submit verification where I need to take a photo of my face with document near my face.My nationality is french,I am black women and I see rasizm and discrimination manifestation from your side so if I not receive my payout I am going to fill out complaint about your company about discrimination because of race!
Your first email was about that I violated such of GTC but from this answer I see manifestation of rasizm and wanting to take my funds taking such my personality discriminating actions.You never provided any clear information about pronounced violation.
I also not agree to provide you my bank details as it has nothing to do with,my deposit was made from neteller and payout must be made to same method.I not want not to show bank I am gambling as this is my private information I wont share with anyone.If you want to verify my address I can upload utility bill.
I have submited requested neteller transaction screenshot here and to your email.

AskGamblers
posted on February 11, 2016.

Dear @partineza,

We remove your attachment because it contains personal and sensitive information.

We hope you realize that all these verification procedures and steps were set in place to provide a safe and secure environment for you to play at the aforementioned online casino. While we could understand that some of these procedures and requirements could take some time and bring certain delays in getting your money in a timely manner, please keep in mind that you accepted these procedures upon registering at Star Games Casino. Which means you are obliged to follow and stick to these rules.

Response from casino representatives doesn't have anything with discrimination, she/he explained what procedure you need to obey so you can receive your winnings.

AskGamblers
posted on February 13, 2016.

Dear @patineza,

Did you send requested documents to the casino so you can finish your verification process?

patineza Greece
posted on February 14, 2016.

Hello,its not finished yet.I not received answer will I get paid back from this casino for 4 days.

posted on February 16, 2016.

Dear patineza,

We are still waiting to receive the requested documents.

As explained in the previous posts and emails to you, we cannot proceed with your payment until all the documents have been received and approved.

We appreciate your understanding and co-operation.

Kind regards,
Stargames Support Team

patineza Greece
posted on February 18, 2016.

Your first email was about blaming me for unknown violation so please give me evidence to what I violated playing all legal services you provide and why you not paying my funds just because I not liked your casino and not lost all my money and cashed out my part of initial deposit.

This was your first message!

"due to violation of our Terms and Conditions (GTC)
Your account has been banned. They were also permanently from using our
excluded platform."

posted on February 20, 2016.

Dear patineza,

Thank you for your response.

Please see section J. of our GTC which states that:
"Both parties are entitled to terminate the contract at any time with immediate effect without statement of a reason or cause."

In such cases we are willing to payout the balance on the player's account, but this is only possible to their own bank account.
Therefore we ask you to send us the 2 remaining requested documents so that we may finalise your payment.

Kind regards,
Stargames Support Team

patineza Greece
posted on February 24, 2016.

On your GTC is clearly written you must make payout to the same method!

"Unless any problem arises, payouts may only be remitted to the same payment method chosen for deposit. Methods available for withdrawals are bank transfer, credit card, PayPal, Skrill and Neteller."

Its found on GTC section C. Payout number 5.

AskGamblers
posted on February 24, 2016.

Dear @patineza,

Please provide necessary documents so that casino can process your money. Please be advised that in case you fail to respond within the given time frame we will have no other option that to reject your complaint.

patineza Greece
posted on February 24, 2016.

I need an evidence for what I violated?How can it be for spinning slot machines?

Dear Ms Coulibaly,

Thank you for your email.

Please note that you violated our General Terms and Conditions (GTC) which is
why you have been excluded from our platform. Kindly submit the requested
documents so we can proceed with your payout.

Kind regards,
Your Support Team

patineza Greece
posted on February 24, 2016.

I provided all documents they need I not agree to provide bank information as I used neteller and in their GTC is clearly written they must only pay to the same method.I can submit utility bill instead of bank information if they want to verify my address.

posted on February 24, 2016.

Dear patineza,

Thank you for your reply.

In your case "a problem did arise" and therefore we are not obliged to send the payment to the same account that was used to deposit. In fact in cases where the player account has been blocked we can only send payment to a bank account in the player's own name.

You have not sent us the photo of yourself holding your ID, nor the bank statement therefore we cannot proceed with payment.

Kind regards,
Stargames Support Team