Starz Spins Casino - Вывод выигрыша игрока задерживается.

Hi,

I made victory of +3000 euros, and they asked for documents which i send, but they keep me on hold. Offcourse i lost some, and i had remaining balance of +1000 euros left, when they offered me a bonus of 70% from deposit amount.

I did deposit 200 euros, i was thinking maybe with this bonus money i can play and wait to refund my remaining 1000 euros. When i started playing, suddenly all the money i had turned into bonus money. Is this possible and legal? It sucks and theyr support replys me very slow and is rude.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear kekekeke,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I did deposit +200 euros with +70% bonus while i had +1000 euros my "own money" on application,

when i did de deposit for bonus ALL My money turned to bonus money. Plus i played some games with bonuis money i guess because bank roll was showing only 170 euros and every single win i got didnt get registered anywhere. Can you please invite starpinz to explain here?

After all i did pick this casino from your good ratings. I dont feel like everything is correct here.

They say if i cancel my bonus i lose all my credit from my account, not only the 200 euros i deposit.

Even website is super slow after i complained so i guess i dont even ever have change to fullfit that bonus wagering. Thanks for scamming site.

This is ridicilous guys wont answer me anymore because i made complaint here and my application keeps crashing so i dont even have hope to get wagering amount. Please blacklist this site. I am very pissed.

They dont accept My documents or reply to emails anymore. I did play trough bonus though and.lost alot.of money (i still dont understand why my old money went to bonus money)

Now its only about 1500 euroa withdrawal. They Ban my account, i did send email all The info.

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents were you asked to provide during the KYC (Know Your Customer) verification?
• Could you please clarify which documents were accepted and which you had problems with?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected] or post screenshots here. If you email me, please also notify me in the complaint.

Thank you very much in advance for your cooperation.

I send you an email.

Did you receive My email?

Thank you for your answer. I will paste your answers here to make it easier to see all important information about the complaint.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I wasnt player for casino long time, probably more or less two weeks.

Which documents were you asked to provide during the KYC (Know Your Customer) verification

They asked my photo verification, which i did, also photo of my credit card, and photo with me and my credit card together.

Could you please clarify which documents were accepted and which you had problems with?

i have no idea, it was always just pending. I still dont know if they were accepted. Support dosnt answer to me because i contacted casinoguru. Now i have 1500 euros deposit there but i dont know how to get it...

Based from your correspondence with the casino, you had informed them of a gambling issue and requested for a break until you can safely receive your withdrawal. Then customer support permanently closed your account under their protocol but assured you that your withdrawal is safe and that you need to email [email protected] to find out how to receive it.

But since your KYC verification is still not successful, you could not process the withdrawal.

Since KYC verification is preventing you from receiving your balance, let's find out what the issue is.

• Could you please clarify whether you sent the documents through the casino's website or through email support?
• For an independent review, please email me the documents you sent to the casino.
• Also, please forward the complete email threads containing your communication about KYC verification. Please do not send screenshots, but the original, uncropped email messages instead.