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Casino Complaints

Refuses to pay out winnings, will not provide reason and explanation why

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By Leopold_IV
9 years ago
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 >
Disputed Casino Star Games Casino
Reason Declined payment
Amount €300

Discussion

User name
During the course of the investigation AskGamblers Complaints Team did on another complaints case submitted by the same complainant, it became clear that player was involved into fraudulent activities.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this case either and moreover, to ban player from using our services in the future
User name
During the course of the investigation AskGamblers Complaints Team did on another complaints case submitted by the same complainant, it became clear that player was involved into fraudulent activities.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this case either and moreover, to ban player from using our services in the future.
User name
Unfortunately, Star Games Casino didn't provide necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Star Games Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.
User name
Dear Sando,

Thank you for your response.

The safety and security of our players is of utmost importance to us, however we are not at to liberty to discuss our security measures in detail as this would compromise our procedures.

You did have 3 successful withdrawals from your account on 25.08.14, 08.10.14 and 20.01.15, therefore this was not your first withdrawal.

Our top priority is to provide a safe and fair gaming platform to all our players.

Kind regards,
Stargames Support Team

Star Games Casino Complaint Stats

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

Screenshot

Star Games Casino Complaints

See all complaints for this casino
Will not pay and will not say why
Hello. November 6, I filled up an account with this casino is 100 euros. I play slot machines, poker and roulette. In the end, I managed to win 239 euros. I ordered the withdrawal of these funds. I was asked to provide a package of documents - a photo with a passport in hands and a utility bill. I gave everything. As a result, I received the following reply: Dear Ms. Baranova, thanks for waiting. This is to inform you that the documents submitted are approved. However, game profile "neromana22" no longer be used for payments and due to breach of commercial terms StarGames gaming platform in the Your game activity: Casino representatives refuse to disclose the reason why my account is locked, refuse to pay winnings, refuse to return the funds. The reasons are not specified. Casino action in this case I consider illegal and demand my money back.
Status unsolved Unresolved
€239
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
Blocked my account unjustly and i'm worried about my funds
Hello Askgamblers and Stargames Casino, My account is closed because of security reasons. I dont understand what it means. I didn't make multiple accounts. I was playing 3 months and today the closed my account for this reason. Please help me, i have deposit alot of money on this casino. Can i have it back or what can i do? I dont like this, please tell me why its being closed. So yea, this casino closed my account for security reasons. Tell me what is the reasons, i want to know. Thanks in advanced.
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€682
Delayed payment
The first time I made a deposit for withdrawal. It took 10 days to obtain the amount. The second time I made the withdrawals it has been already 10 days passed and do not know if I will get the winning money? They have no chat support, but they have email support. They respond almost never in email support questions and concerns, and if they respond, it will take maybe up to 5 days to be answered. They put on an advertised fee of 1 euro pr outlet / withdraw. But they also adds a % fee on any withdrawals amount that they did not say at about 2 - 2,5% fee They also adds the bonus% of invested money that you did not choose or want to have with wagering requirements Absolutely do not recommend playing this at this scam casino site
Status solved Resolved
Giving me the runaround with payments
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?
Status solved Resolved
No response after withdrawing 14,9K winnings
This tuesday I opened an account at stargames.com because they offer evolution gaming. I play on different sites that offer evolution gaming. What I normally do is; I deposit and once I make a decent sum I block the account for a week until the cashout arrives. This tuesday I deposited 4,5k into stargames. The last 1k I deposited I was able to run it up to 14,9k. After calling the support team ( this was possible at this time ) I managed to make two payouts and block my account for a week. Since this tuesday I haven't heard anything from them. All my verification documents have been sent but still no reply. I have tried calling all their phone numbers and even Europe Entertainment. ltd. Now I know I am maybe taking it too fast, but after all my gaming experience I have never encountered this. I hope I will get some help soon. I've only got automated emails of the withdrawals as evidence and I'm not sure if I should post that here.
Status solved Resolved
€14,900
Not paying my 159 EUR
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
Status solved Resolved
€159
Payment declined and account blocked without any reason
Hi, I was playing in stargames.com for more than one year, made deposits and withdrawal without problems previously. But this time, my account was blocked right after I requested my payout. 667 euros pending ammount and 880 frozen in balance. I tried to contact them, the only thing they tell me, is that stargames.com have the point in their terms and conditions that they can terminate my account at any time. No explanaton, no nothing. Like I mentenioned previously there were no problems to cash out. It looks that this room is popular about unexplained blocks and not paying money. Watch out.
Status solved Resolved
Account blocked from 2 weeks with 4200 euro winnings
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Status rejected Rejected
€4,200
Have not received my winnings and no response on emails
I deposited for the first time, got my welcome bonus. Managed to complete the wagering amount and cash out. Sent identification needed. From there no response from them on emails as they dont offer live chat, also no money. Deposited again after that hoping that ill receive my first cash out but nothing.
Status solved Resolved
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