Stelario Casino Complaint

Disputed amount: 5500 EUR

Posted: 2024-07-26 13:07:36

I usually use your site to decide which casino to play at, and that’s how I ended up at Stelario Casino. I’m fully verified there, but I’m having a lot of trouble with my withdrawal. They keep asking for the same KYC documents over and over, even though I’ve sent exactly what they requested multiple times. Their support hasn’t been any help, and I’ve seen other reviews saying the same thing about delays.

I also asked them to set a loss limit to protect my winnings, but they said that’s “under development.” When I asked for a cool-off period, they denied it because I have pending withdrawals.

I’m really frustrated and desperate about this situation. Since I picked this casino based on your recommendation, I’m hoping you can help me sort this out and reconsider recommending Stelario Casino to others.
Thanks for your help.

Disputed amount: 5500 EUR

Posted: 2024-09-30 09:32:57

Dear Mikyep, After reviewing your case, we would like to share the following update: During the verification process, the KYC Department requested additional details related to your bank account. Regrettably, you have not yet submitted all the required information. On 2024-08-01 at 12:00:37 UTC, the KYC Department sent you an email with the following request: "Dear Mikail Yenigün, We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us the following documents and information: A screenshot of your personal online bank profile (or a bank statement) which contains the following information: Your address (postal code, street, city, country) Unfortunately, you did not provide this information earlier. We assure you that your personal information and any payment information are governed by our reliable data protection system. Please send the list of documents to [email protected] and write down your login as the email subject." Unfortunately, you did not provide the documents requested for verification and used the balance of your funds for betting. From our side, we are ready to complete the verification of your account as soon as you submit the documents requested by KYC Department. Regards, Risk Department of Stelario Casino