I am filing this complaint regarding StarsPlay Casino's failure to process my withdrawal and their excessive, continuously changing documentation demands despite full compliance on my part. My funds (€2,182.60) have disappeared from my account balance but have not been transferred to my crypto wallet. Despite providing all requested documentation and multiple follow-ups, StarsPlay has ceased responding to my communications.
Timeline of Events:
April 10, 2025:
- Made a deposit of €400.00 via USDT (cryptocurrency)
- Played on the platform with some winnings, bringing balance to €2,182.60 (as evidenced by the attached screenshot)
- Requested a withdrawal of my funds on the same day (April 10th)
- Shortly after, noticed my funds were no longer visible in my account balance or transaction history
- Had not received the funds in my crypto wallet
Mid-late April 2025:
- Contacted StarsPlay support about my missing funds
- StarsPlay demanded a "crypto banking statement" downloaded from my crypto bank
- Explained repeatedly that my hot wallet does not have such features
- Their live chat representative dismissively responded: "well how is every other customer then able to get it and you aren't" - completely ignoring the technical reality of how crypto wallets work
- Provided my wallet address, a link to Tronscan, and CSV files of my wallet's lifetime transactions as alternative verification. Additionally provided my crypto statement from Revolut, invoices of USDT purchases and screenshots of the USDT sent to my Tronlink wallet.
- Each response from StarsPlay took 2-3 days, and only after multiple follow-up emails and live chat communications
- They consistently ignored my questions about where my funds had gone and why they disappeared from my account
- After resolving the crypto verification issues, StarsPlay began requesting additional documentation:
* Bank statements
* Proof of funds
* Utility bills
* ID verification
- I promptly provided all requested documentation
- Each new request came only after 2-3 days of waiting, requiring me to chase them via email and live chat
- They continued to ignore my questions about the missing funds from my account
- Received a request for Apple Pay (credit card)/Revolut transaction details and need for credit card statements despite having initially deposited with USDT
- Explained this discrepancy but provided the requested bank statement when it became available
- Emphasized that I had now fulfilled ALL their ever-changing documentation requirements
- Asked again for information about my missing funds and a timeline for receiving my money
- Received no response
Early May 2025:*
- Sent urgent follow-up email expressing serious concern about their lack of response
- Set a 48-hour deadline for a response before escalating to regulatory authorities
- Still received no response from StarsPlay
StarsPlay hasn't replied my email and live chat responds with "We'll look into this and contact you via email" and similar types of replies. Very frustrating and concerned that this was an online scam.
I'm attaching a screenshot of my account balance showing €2,182.60 as evidence. I have all email correspondence and documentation available should AskGamblers require it for investigation.
