Star Games Casino - Giving me the runaround with payments

RESOLVED
pufnica86 Bosnia and Herzegovina
posted on February 18, 2016.

I made two withdrawals from Stargames casino on 04 and 05. Februray 2016. I got automatic statement from the casino that the payments have been made but I still did not receive my money. I already had payments made from this casino usually 2-3 days after the payment statement comes. I immediately contacted support and they first did not answer for two days and then told me to contact PPRO (never heard of that before). When I asked what is PPRO they answered it their provider of services. I tried to contact PPRO (hardly found an email address) and they answered after two days that I am not their client and that their client (stargames) should approach to them. I forwarded this email to star games support and got very short answer that I contacted wrong provider without stating any other details - is this a joke? I asked again from them to contact their provider, not mine do send me certificate of payment so I can go to my bank and ask to try to find the money, but no answer. This is very serious and so unprofessional that I can not even believe it. There is not support at all and the problem is surely on their side. What should I do to get my money?

posted on February 22, 2016.

Dear pufnica86,

We regret to hear that you are still having issues with receiving these payments.

We have just sent you a private message to explain the next steps and would like to ask you for your continued patience while we investigate the payments further.

Your case has been prioritised and we hope to have it resolved as soon as possible.

Kind regards,
Stargames Support Team

pufnica86 Bosnia and Herzegovina
posted on February 22, 2016.

Today I have submitted the requested account statement showing I did not receive the money. Waiting for the response.

posted on February 24, 2016.

Dear pufnica86,

We have sent you a private message earlier today and hope to have a further update for you before the weekend.

Kind regards,
Stargames Support Team

pufnica86 Bosnia and Herzegovina
posted on February 24, 2016.

Thank you for the email. I really hope you will pay back the money to the gaming account as soon as possible since this is your mistake and not mine. Please understand that I will then have to withdraw it again using other methods I have never used before and really hope not to have additional problems with receiving my money. I am waiting for the money for 20 days now and I am also late with my other payments because I believed my money will come as usual and I will be able to cover other payments (this is not small amount of money) and because of the fact that all of this is your fault I expect also the answer from you regarding the indemnification. I hope you will take this problem seriously and do your best to resolve it as expected.
Best regards

posted on February 25, 2016.

Dear pufnica86,

As explained in our email to you earlier today, these circumstance were beyond our control due to changes in the handling of bank transfers to non-SEPA countries by our payment handler. We have requested a full explanation of the issue in order to ensure that it does not occur again in the future.

In the meantime, the funds have been returned to your gaming account so that you may request a withdrawal using an alternative payment method. Once you have done this we will prioritise your payment to ensure that you do not endure any further delays.

Thank you for your understanding.

Kind regards,
Stargames Support Team

pufnica86 Bosnia and Herzegovina
posted on February 27, 2016.

I have tried to use credit card payment but there was an error so I used my Skrill account I never used before so I will let you know if and when the money comes to my account.
Best regards

posted on February 28, 2016.

Dear pufnica86,

Thank you for your perseverance.

According to our records payment was sent on 26.02.16. Please confirm that you have received the funds so that this case may be resolved.

Kind regards,
Stargames Support Team

AskGamblers
posted on March 2, 2016.

Dear @pufnica86,

Did you receive your payment, 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.

pufnica86 Bosnia and Herzegovina
posted on March 4, 2016.

Dear all, I have finally received the money. Thank you for your support. Best regards

AskGamblers
posted on March 5, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.