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Casino Complaints

Unjustified Account Closure And Confiscation


Hello

I played Stargames.net for 5-6 months,first losing some deposits,but then winning some.1 month ago I decided to withdraw some funds,and my account was blocked.I asked why is it blocked and after 11 days of no answer,I got this response :
"We were informed by our riskmanagement department that there were irregularities with your account "iyi_gunler" and it had to be blocked due to violations of our GTC (see Points G and I)."
Just to let everybody know,points G and I are from their T&C,it's not anything specific about my case.So I didn't get any reasonable explanation what happened to my account and what facts and reasons they had to block it.Of course,they dont want to payout my balance,which makes me pretty sure they just want to steal the money.If I am wrong,then for what reason they are hiding the facts?It's normal if you blame someone,to explain to him what he has done and the consequences about it.But no,Stargames.net are not doing that,they are a robbery site,a very risky place to play for money.I would kindly ask if anybody can help me how to resolve this case,how I can proceed further.I contacted their regulator,but it was not of any help.That's what I got from regulator as response:
"In your specific case, the information was passed to the MGA and examined in detail so as to confirm the Operator’s explanation of events. From the Authority’s end, it was determined that the Operator acted in accordance to the regulations and Terms and Conditions.This information is of a sensitive nature and cannot be provided to the player as is your case."
So the regulator is pretty useless,instead of protecting the player,and at least make the site explain it's decision,they act as fraud as Stargames.net.
As I said any help about his case will be appreciated,it will also be great as many gambling forums as possible to know about how fraud Stargames.net is,and how risky is to decide to play there for real money.

Best Regards
Georgi *********
Disputed Casino Star Games Casino

Discussion

User name

Based on the fact that player himself admitted that MGA ruled in the casino's favor, and since the MGA is the official regulatory body whose decisions are of the highest priority when it comes to complaints related matters referring to Star Games casino, AskGamblers Complaints Team has no other option but to mark this case as resolved as casino's favor as well.

User name
Hi GeorgiAtanasov,

We would like to have this complaint closed. We had to block your account due to a serious breach in our General Terms and Conditions(GTC). We cannot publicly disclose the exact reason as it is sensitive information.

As you have stated above, you contacted the MGA who contacted us in turn and asked for an explanation to which we in turn provided our reasons and evidence. As your statement from the MGA clearly says "From the Authority’s end, it was determined that the Operator acted in accordance to the regulations and Terms and Conditions.This information is of a sensitive nature and cannot be provided to the player as is your case." we are not obliged to discuss this further.

We take our security and privacy of players very seriously.

Kind regards,
StarGames Support Team
User name

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.

User name
Dear @GeorgiAtanasov,

Any update regarding your complaint? Thank you.

Star Games Casino Complaint Stats

Resolved 35 / 36
Avg. Amount $950
Avg. Complaint Duration 7 days
Avg. Response Time 3 days

Star Games Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.
So far, 29 out of 30 complaints in this category have been resolved.
This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Star Games Casino Complaints

See all complaints for this casino
Refuses to pay out winnings, will not provide reason and explanation why
Dear, I'm writting you complaint against Stargames casino for blocking my account and refusing to payout winnings. I have submitted a withdrawal request on 14.01.2017 night for the amount of 250,00€ and remaining balance was cca 50€ on my account. That night they blocked my account and asked for identitiy verification in order to pay me out. That identification procedure was as painful as getting a house loan, and after 13 days of struggle and multiple delivery of all documents, on friday 27.01 they wrote me, as their final decision: "Your money has been blocked and kept according to our general terms and conditions of play. Company reserve unlimited right to block and declare void all winnings whic are not gained honestly". Without any reason and/or explanation. All of this looks like online scam casino to me. I'm registered player for years. Played and paying a rake on winnings for quite time. And first time won something, and they blocked me and refuse to pay out for no reason just pointing to breach of the casino general terms and conditions, article G,H and I. Please help. I'm ready to provide you with all proofs necessary. Some data account related informations, I,m unable to get since they immediately blocked my account after payout request. My claim is at around 300€ (250 EUR was payout request and left cca 50€ on balance to keep on playing). Thank you in advance, Sandro < name removed >
Status rejected Rejected
€300
Refusal of payment of 321 euros due to unjustified accusations
Good afternoon. I made a deposit of 100 euros in this casino. It was 07/11/16. Played video slots, roulette and poker. As a result, she won 321 euros and ordered payment. I discovered that my payment is not received in a few days, and my account was blocked. At the same time I did not come in the mail any letters or notifications. I asked the support and received the following reply: "" The audit found that your game account "gretasa93" not subject to further use and benefits due to violation of General Terms and Conditions (CMOs) site gaming platform in the course of your gaming activities. "" In the next letter I with the following: "" Dear Mr. < surname removed > thanks for your reply. Please note that your gaming profile has been suspended because you committed misconduct during a game of poker. Let me also assure you that the security service platform game It has sufficient technical capability for reliable detection Terms of Website Use cases violations. Operator reserves the right to block the account of the player and not pay / to keep the winnings or payments received as a result of violations of these General Terms and Conditions (OCW) site, the contents of which you They have expressed their consent to create an account. Hope for your understanding. Yours faithfully, Your support team "" I did not break any rules and played fair. Casino Action consider illegal and demand my winnings.
Status solved Resolved
€321