Complaint #64 Star Games Casino

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

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

AskGamblers

• Support Team

2 years ago

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

AskGamblers

• Support Team

8 years ago

AskGamblers

• Support Team

9 years ago

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.

Star Games Casino

• Representative

9 years ago

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