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Star Games Casino - Will not pay and will not say why

Complaint Info
Disputed casino Star Games Casino
Reason Declined payment
Amount € 239
Posted on November 26, 2016

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.

Posted on November 28, 2016

Dear Player,

Since your post includes correspondence which has been translated, we would like to clarify the situation in your case.

Your account was blocked and your pending withdrawal cancelled due to a breach of section 'G. Misconduct' of our General Terms & Conditions (GTC). We are not obliged to provide further details, as this information could compromise our security systems.

Since you have already received a previous payment, which exceeds the total deposits that you made on our platform, we feel that we have been more than fair in your case.

Kind regards,
Stargames Support Team

Posted on November 28, 2016

At the request of the licensing controller you must indicate the reason why is not paid, and what point has been broken. You may not just take dengi.Regulyator in Malta requires you to the exact point of the rules on what you have me blocked or your actions are considered illegal.

Posted on November 29, 2016

You are required to provide accurate information about where how and when I broke the rules, and konkrutno specify the item and sub-rules that have been violated. This information is needed by the regulator in Malta, which gives you a license. You must provide this information to conduct a thorough investigation in the course of which the regulator decided I broke the rules, or the casino.

Posted on December 2, 2016

Unfortunately, Star Games Casino didn't provide the 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 Complaints

  • 35 of 36 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 950 USD avg amount

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