Stelario Casino Complaints
Stelario Casino Complaint Stats
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
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 I'm fully verified and have successfully withdrawn funds in the past, but now I've been trying to withdraw my last win for about a month now and it keeps canceling.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
Resolved
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
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
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
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
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
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
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
Hello Askgamblers.
I made a profit with Stelario. When I tried to log in again the next day to complete the KYC procedure, I realized that my account had been deactivated. I did not violate any conditions and behaved correctly.
I have not received a reply to my email inquiry.
I would appreciate your assistance in this matter.
Please find attached the evidence of my inquiry by email.
Thank you very much
Resolved
Hello,
Yesterday I deposited 240 euros on stelario without a deposit bonus (so no wagering requirements).
I was spinning till my balance hit 212ish euros. This is when I started buying bonuses, I bought 10 bonuses and immediately closed the slot to then open them all afterwards eachother. These were the bonus features I bought:
212 ish start balance
Sugar rush 20 euro bonus feature MISSING/no reward
Wisdom of athena 20 euro bonus feature MISSING/no reward
Retro tapes 40 euro bonus feature MISSING/no reward
Fat banker 15 euro bonus feature MISSING/no reward
Big bamboo 30 euro bonus feature MISSING/no reward
Monster super lanche 20 euro bonus feature MISSING/no reward
razor returns 20 euro bonus feature MISSING/no reward
vending machine 10 euro bonus feature results: 13.73
starlight 20 euro bonus feature results: 27.1
dinopolis 9.5 euro bonus feature, result: 6.48
End balance: 47.26 ( missing 165 euro balance which I used to buy the bonus features that weren't credited)
I contacted support and they told me this: Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.
But I didn't have a wagering requirement since I didn't use a deposit bonus and I also didn't redeposit. Yet they canceled the winning of some of the bonus features I bought. I really like the site, it has many slots and good rtps. So hopefully we can find a solution quickly, so I can continue playing on this site. Thank you.
With friendly regards,
Laurens
Resolved
A deposit of 50€ made on 13th March and withdrawn from my account on the 15th March.
I contacted the casino several times with proof of this, but the casino says they did not receive the money and that I should contact the bank. my bank says money is sent, nothing to do about it. I simply ask the casino to refund the 50€.
Even if they cannot find the deposit, the risk should be on their side, not on mine. I simply one of their payment systems in their site. the casino should take the responsibility for those and refund the 50€
Resolved
Hi!
I won more than 6000 euros in Stelario. I made withdrawals and after come e-mail I have to make Bank Account verification. Ok no problem. They ask screenshot of personal online bank which contains IBAN, BIC and address. In Finland don't know make this screenshot online bank which contain address because have something new regulation for security. I called the bank and they said, but they know sending this paper by post. This is OK I wait this paper one week. Now I have this paper but when I send it Stelario support always sending back same email. If I ask something don't come nothing answer only always same email.
Resolved
Hello, I wanted to withdraw part of my account after winning. 3x400€ on 02.02. Today is 10th of February. I've been waiting for my wire transfer withdrawal to be processed for 8 days. Officially it may take 5-7 days, but 8 days is too long. Why does the processing take so long? How much longer will it take?
Rejected
I made a deposit through "Bitpace". In litecoin.
The amount was a little too low because of the fees, so the system showed me that I still have to pay something, so I did and waited.
After about 20 minutes, the message appeared that the payment had expired.
Thereupon I contacted the chat but only referred to the financial department. The department I sent my screenshots of payments from my wallet that never arrived.
The next day I received a reply that everything had been posted in my account but nothing ever arrived.
Since then, the support no longer responds to my emails.
Nothing is done to solve the problem.
The fact is that the amounts have arrived on the wallet at Stelario, but they must be credited manually.
I hope askgamblers can help me.
Resolved
The casino refuses to pay out.
A week ago I applied for 1200€ (3x 400€) to be paid out. but nothing happens, no answer from the financial support ([email protected]) yesterday they set one on „processing“ but nothing happens til now. I wait for 1600€ from Stelario now.
I am a Player from Germany but here is Stelario available only in English. Play without Bonus and I am verified.
Thank you for your help
Resolved
On 6th of May I verified myself on the website via some e-verify system, presenting my passport, proof of address and selfie video, which was accepted by the system just a minute after.
Since then I got several emails, always asking for additional documentation. So far the following have been requested:
1) debit card used for deposit
2) Selfie with passport and casino website in background
3) Screenshot of bank account containing IBAN, BIC and address
4) Confirming bank account once more via email
5) Copy of bank card containing IBAN
6) Another screenshot of bank account containing IBAN, BIC and address
Following several emails I submitted:
1, 2 and 4.
3 and 6 are not possible as the bank account been used for withdrawal request does not offer a one page solution showing all those details. Therefore I submitted a bank statement containg all information (even my salary on it), as well as an additional confirmation (created on 9th May 2022) by the bank showing my IBAN, when the account was opened and even the linked debit card used for deposits.
Number 5 is not possible, as the bank card of this bank only contains the debit card details on it, which was already submitted but the information is also shown on the bank statement.
All together I submitted clear documentation of ID as passport, bank statement as proof of address and proof of bank account, selfie with passport, front and back copy of used debit card as well as an additional (and solely for this verification process requested) bank account confirmation.
Considering my deposits have only been done by the one debit card and the current balance is supposed to be paid out via bank account, it feels like I have provided more then enough documentation to verify my account and to process the withdrawals, but Stelario seems very eager to keep the verification pending.
During the past years I played in dozens of casinos and never encountered such a difficult and almost unreasonable verification process. Communication with the casino about the KYC procedure isn't easy as well, cause customer service in live chat always refers to the KYC email address and every message I write there, just gets replied (quite fast though I have to admit) with another document request template without any personalised response to the trouble or questions I am having.
As mentioned before, this complaint is definitely not about the speed of the verification process, but instead the process of requesting every time a new document after I have submitted the previous ones.
Resolved
Hello
My account at Stelario was closed because I apparently violated the terms and conditions. I seem to have canceled or withdrawn deposits.
I've paid in and paid out there several times. Now I wanted to deposit by bank transfer as always, and an error message came up. Support said there were problems at the moment and I should use a different method.
Bank transfer and credit card did not work, there was always an error message. Tried Ezeewallet, and money was booked from the account and transferred to the casino. Strangely enough, the money was not credited there. Support said that sometimes it would take longer.
Then I logged out, when I wanted to log in again later, my account was blocked. When asked why I was told to wait for an email.
An email came with a payment plan where three payouts were still open, one of which was still made. Then another email with this alleged violation, and the notice that my account has been closed and the two open winnings with 600 € have been canceled. I have just tried different payment methods, but have not canceled or withdrawn anything.
What I find strange is that the button for the bank transfer suddenly disappeared.
Maybe you can help me.
I attach screenshots of everything I have.
Kind regards
Resolved
Dear all,
I made a deposit at 22/04/2021 in stelario casino and the casino didnt debit my account. I contact them via live chat and e mail, and they told me that the payment didnt proccessed and they advice me to contact my bank.
I contact with my bank and they informed me that the money debited succesfully to quickbit.com which is the form that appears when you are going to deposit money to the stelario casino.
I also see the extrait statement thas shows clearly that i deposit money to the casino.
Casino is not responding me anymore and i lost 100€ for nothing.
Please any help is appreciated
Resolved
I made two deposits at Casino Stelario on 03/01/2021, but so far only one deposit has been credited to the casino account.
I contacted the Stelario Support to ask for a solution to my problem, because both amounts have been debited from my bank account and € 1000 is still outstanding.
I was advised to contact my bank to clarify the transaction.
Please I have complied with this and have submitted a transfer inquiry request for both payments.
I have sent this evidence to the support with the request to re-examine the case.
Deposit still on pending, when I contact support they only advise me to contact my bank.
Since I have already done this and the payments have been made on the inquiries, I now no longer know what to do and ask you for help or advice on how to best behave in this situation.
Sincerely, Jay
Resolved
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.
Resolved
Stelario Casino flat out refuses to close my account, saying that they did not find a significant reason to do so... I told them that the current deposit methods are insufficient for me. I have never come across a casino that flat out refuses such a request and called it insignificant.
Please help me so my account there can be closed.
Resolved