Dear wahbbs777,
We would like to confirm that your account was closed due to more than one major breach in our General Terms and Conditions (GTC), evidence provided to AskGamblers. Your winnings were retained due to you not being able to verify the details of the payment method you used.
We are always extremely fair to our users and do not block accounts and retain winnings lightly.
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 license), 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.
The above also includes any third party payment methods used
You can find our GTC with the following link:
https://www.stargames.com/en/terms-and-conditions
We would like to have this complaint resolved.
Kind regards,
Your Support Team
