Complaint #6 Stelario Casino

Permanent self exclusion lifted removed without my knowledge

By Janne P.

5 years ago

Message on forum

I've played at Stelario on 2 days. Dec 3rd 2020 when I lost 811€ and Jan 1st 2021 when I lost 471€. So in total my demand is all my losses of 1282€ are to be returned for the reasons described below.

On Jan 1st 2021, After I was done playing, I went on live chat and asked to be permanently self-excluded due to a gambling problem. Live chat didn't close it because they need you to request such closure via e-mail.

I went on my email client and it auto-filled their email address, so I began wondering what have I previously emailed to them? upon checking I realized I had made the request already on Dec 7th 2020, asking for a permanent self-exclusion and reason being gambling problem. In their reply on Dec 7th, they confirmed that my account is now closed according to my request.

So, somewhere between Dec 7th and Jan 1st my account was reopened without my request or knowledge and disregarding my request of permanent self-exclusion. Looking at my mailbox I assume it was reopened around Dec 22nd since that's the date I started receiving promotion emails from Stelario and Dozen spins, both Altacore N.V. Casinos. Stelario sending me deposit bonus offers, 4 in total and Dozen spins promoting their new games, 4 emails in total as well.

I emailed Stelario asking how is it possible that they have reopened my account which I requested to be permanently closed, in response they just closed my account and sent me the same email again as on Dec 7th when I first closed it "We have closed your personal account according to your request.".

I replied with: "is this all you have to say about this?" and the next day since there was no reply from them, I lodged a complaint to Stelario demanding my losses of 471€ from Jan 1st to be returned for obvious reasons.

After waiting about a week, I had to update my complaint with them, demanding all my losses back from the casino, for the reason described below.

While I was waiting for their response to my complaint, I decided to google other players experiences with this casino and I found this one:

https://casino.guru/stelario-casino-player-s-winnings-have-been-confiscated

In the complaint linked above, Stelario casino confiscated a player's winnings because the player had a self-excluded account with their sister casino "Dozenspins", now this name started ringing some alarm bells immediately since I remembered I started receiving promotion emails out of nowhere from dozenspins recently, promoting new games added to their casino on 22nd/25th/29th/31st December 2020. Upon checking further I had emailed Dozenspins requesting a self-exclusion due to a gambling problem on April 23rd 2020.

Due to this precedent, I believe if I ever managed to turn to profit at Stelario, my winnings would have been confiscated like in the example above, because of the self-excluded dozenspins account. So I updated my complaint by emailing them, demanding that my deposits from Dec 3rd 2020 (811€) should also be refunded, bringing my demands to a total of 1282€.

This kind of no risk, high reward scheme for the casino makes me furious considering how easy it would be for them to block the email address used on dozen spins from registering on stelario, instead of waiting to do this check until they start losing money.

I know I am supposed to wait for resolution to the complaint I submitted with them directly, but it's been 2 weeks now with minimal communication, So I'm not too hopeful this will ever get resolved directly with the casino. Even my request of basic account details (transaction history, etc.) 3 days ago was completely ignored.

Disputed Casino Stelario Casino

Reason Other

Amount €371

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

japa85

• Finland • 1 reviews

5 years ago

The money arrived on my bank account.

I consider the complaint resolved.

AskGamblers

• Support Team

5 years ago

Dear @japa85,

The AskGamblers Complaint Team is kindly asking you to update your complaint and let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Stelario Casino

• Representative

5 years ago

Dear JAPA85,

The Risk Department was reviewing your request for a refund.

You went through the verification process because an alternative method for a refund was being considered, the Finance Department had to make sure that you were the one who initiated the refund request.

We are glad that the issue was resolved positively.

Stelario Casino Complaint Stats

Resolved 21 / 21

Avg. Amount $1,000

Avg. Complaint Duration 9 days

Avg. Response Time 1 day

Stelario Casino Complaints

See all complaints for this casino

Stelario closed account

Stelario closed my account when I tried to complete KYC. I texted support, but no answer. I had deposited 75euro in total and could withdraw 180 euro that I wanted to but they closed the account.

I have texted support 3 times, but they are just ignoring me.

So I hope they can solve this.

It's really annoying that I tried to withdraw 180€ and they just closed the account.

Resolved

Withdrawals constantly canceled

My last 7 withdrawal attempts have been canceled with no explanation. I'm fully verified and have successfully withdrawn funds in the past, but now I've been trying to withdraw my last win for about a month now and it keeps canceling. Whenever I try to seek help I just get a generic email saying it timed out and to withdraw again. The total amount in my balance is of 9130 dollars. The last successful withdrawal was on September 1st.

Resolved

$9,130

Account closed Money not received

I was playing on this site for 3 years and did not had any problems before despite slow cashouts that sometimes used to take for a week. Then they opened Token program where You could exchange tokens (like cash back) or transfer balance from main wallet to Stel token wallet. I did that because you could earn some money for playing on it. So after I transferred some money from my main balance they froze that money on it (more than 800 euros). Asked why they did that and I was told That it's just temporary and I just need to play more to be able to use it again, of course after that I was playing more and more losing a lot. So I was wagering thousands every week and then they closed my account and refused to pay me out that money. No explanation.

Resolved

€100

I completed wager all bonus credits move to withdrawable balance with maximum 5x But they scam away my big win

I hit big win on tombstone no mercy around 5000x. Then I try to withdraw, and my account has been closed for the reason "gambling addiction."
I never have gambling addiction , I never ask them to close my account.
At the time , I can't screenshot the withdrawal evidence. Because I can't login. But I can see it from multi-tap on chrome
After a while , they unlock my account and said it closed by mistake , but my money got reduce from 479€ to 25€
I don't know what the hell happened
I know it scam , I try to throwaway money on my favourite slot , But I get big win and make it up to 90€
Then I try to withdraw again , just want to see will them accept my withdrawal or not.
And they fuck me again , reduce my balance to 25€
After they not affiliated with Roshtein , they start to scam our money.
I have all screenshot and video evidence. But I can't upload all of video here , I will upload all evidence into my Google drive
https://drive.google.com/drive/folders/1UBk0gJy3r1vr4fG_PoleQUbr0AjolrAW

Resolved

€25

Withdrawals not moving for over a month

On 19.1 i made a 100€ withdrawal. 22.1 i received email from risk department about additional check, and it would take up to 14 business days. I continued to play normally, and on 4.2 i made a second withdrawal of 330€ while the other one still pending.

On 13.2 i sent email to support, asking
about the status of the check, and if there is anything i need to do. No reply from support, and on 14.2 i received the same email about the additional check, but this time without mention of how long it could take.

On 20.2 i just cancelled the 100€ withdrawal, played, won and placed two withdrawals, 1 on 21st and 1 on 22nd, with more than 24 hours apart

26.2 i sent another email to support, this time i did get an answer: They are still waiting for results.

It has been 6 weeks now. I did not want to start complaining, but this is way to long.
Account was fully verified in 2023.

All in all withdrawals now pending 330€+500€+300€

17 years i have played all kinds of casinos, not once before have withdrawals been held for more than a day or two, now here over a month with bare minimum info and no updates.
What is going on?

Resolved

€1,130

Deposit not received and Stelario stonewalling

I have made a deposit of 198€ in stelario casino with binancePay in 2024-02-24 04:26:15 GMT

The deposit still shows pending.

I tried multiple times to contact live support and they never help, or ask for information that does not exist, or tell me to send an email to [email protected]. Other times they just ignore me not responding probably waiting for me to close the tab.

Also I received an email from the support telling me that there are "no deposits pending or awaiting confirmation" which is not true as the deposit is still "pending" on their website.

I have sent an email to [email protected] and there was no answer.

Please help me with this. I have sent all the proof attached.

Thank you

Resolved

€198

Ignoring my emails and account is blocked

Dear AskGamblers,

I won 3672€ on the 10th January and uploaded my KYC info on the 12th. I was unable to withdraw anything as this stage as the Casino website informed me that the account requires verification before a successful withdraw can be made. The same day the account was verified so i requested a withdraw based on there limit terms.

On the 16th of Jan the Casino emailed asking for a selfie next to the background of the website. Sent this to them. On the 22nd i received a reply that the gaming session has been sent to the game provider for checking and will take up to 14 business days.

on the 30th Jan the Casino asked me for the same selfie again which i sent.

On the 1st Feb the Casino asked for another selfie to be done next to a computer with the website in the background.

On the 14th of February i emailed the selfie to them. Since then i checked my account which is disabled, emailing the Casino and they do not reply to my emails and chat said who knows when they will unblock account, i just have to wait for an email from them.

The Casino have disabled my account without reason, do not respond to you and not paying.

Rejected

€3,672

No payments for a month

A month ago I made withdrawals from Stelario casino and was asked to complete an accoutn verification. After doing it I received an email (17.1) saying my account is undergoing additional check by the risk department and it can take up to 14 business days to complete. It has been a month now with no communication.

I contacted customer support via chat (they could not help me) and sent email to the KYC department. I received an email saying the same thing and I would be informed when they are ready.

I feel this is taking a bit too long and that my money is being held hostage.

Resolved

€1,500

Very delayed payments Stelario

Hello,

I requested 2 withdrawals on January 15th. 500 EUR and 111 EUR.

During the same day they asked for additional documents and I provided them on January 16th.

On January 19th they sent me an email that "We will notify you by email when the check is complete. The procedure can take up to 14 business days."

It has been more than 14 business days already.

All in all feels very unjustified to prolong such small withdrawals for so long time.

Resolved

€611

Stelario keeps delaying verification

I initiated 3 withdrawals in this casino on the 5th of this month.

I submitted documents even before they asked for anything. 3 days later I got an e-mail saying that the account was verified and the first withdrawal was processed. 3 days went by and no messages from the casino I didn't get my other 2 withdrawals processed either so I sent them a message asking when my other 2 withdrawals would be processed. In response, I got an e-mail asking for a selfie and me holding my passport with their casino website in the background. I sent them that.

4 days go by and then I get more requests from the casino. I needed to send a color copy of my passport (which I already submitted) and my transaction history for the last month in Neteller. I did that. Then I needed to send 6 months worth of Neteller transactions so I sent that to them. That was on the 15th of this month.

Since then I haven't heard anything from them despite asking for info a few times. They haven't communicated at all unless it was asking for more documents. The only response I got was from their support which just gives the same copy-paste answer as the live chat has been giving for the past two weeks. From the KYC department, I haven't gotten a single answer to anything.

Resolved

€600