Casino Estrella - Payment delay for more than 17 days

Dear @dezarate,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Is 600.51€

I’m still asking the casino to send me the prof of the transfer , and they close my chats, o don’t replay the emails. I try to ask for a Manager And they told me that don’t exist any manager in the company. Please , what a kind of joke is this? Not a single person on the casino have a idea where is my money

Recibe me dicen que mi pago se regreso , tengo mi dinero en la cuenta de casino estrella. después de 20 dias.
llame al banco y me dicen que ellos no han regresado ningun pago. por lo tanto el pago no salió de su casino, y en vez de volverlo a mandar me lo añaden a mi cuenta para que siga jugando. ya vi varios jugadores con el mismo complaint. la verdad esto no es profesional de su parte.
volvi a mandar el retiro ahora a ver que cuento o excusa me dan. llevan 3 semanas con mi dinero sin querer ni si quiera darme la cara.

Dear @dezarate,

The AskGamblers Complaint Team is kindly asking you to use English language when posting updates on the complaint thread.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per Casino Estrella request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear DEZARATE,

We are sorry that you had previously encountered this issue. I can completely understand how frustrating it is that at the withdrawal stage, we had some issues to tackle.

Looking back at the account, I can see there was some payment issues and this was the main reason for the delay.

I can also see that the withdrawal has been processed since then and you should have received the funds. Kindly let us know if this is not the case.

We apologise for any inconvenience this matter might have caused you!

Please contact us should you have any other questions.

Thanks,

Matthew

Dear @dezarate,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.