Starda Casino - Оттеглянето на играча се забавя поради разширени изисквания за проверка.

They are refusing to pay out my winnings. They are acting like scammers and thieves. I am losing my patience! They are refusing to pay out such a small amount! The problem is that for the payout they demanded a selfie with my passport, they called to verify the data of my cryptocurrency wallet, and everything seemed fine. But when I try to withdraw, there's another obstacle - they demanded a lot of documents - a selfie with my tax identification number, a selfie with my social security number, a selfie with my birth certificate, a selfie with my passport, a photo of my passport!!! They are asking for a lot of documents and it's illegal to demand so much, but I sent them anyway. They said it was fine, and I could withdraw the money. I initiated the withdrawal, but then there was another hurdle - they are delaying the payout for an unregulated period of time - which could possibly be forever. They have stated that they are conducting some kind of check which they can't say when it will end. Moreover, they constantly lie, claiming that everything is fine and I can withdraw the money, while inventing new and new hurdles. And all of this over a mere 100 dollars! Please help me sort this out with them. These people are terrible!

Не выплачивают выигрыш. Ведут себя как мошенники и воры. Не хватает нервов уже! Не выплачивают такую небольшую сумму! Дело в том что для выплаты они потребовали сначала селфи с паспортом, позвонили по телефону проверяли данные криптокошелька и все хорошо я прошла. Пробую вывести - снова препятствие - нужно выслать много документов - селфи с инн, селфи со снилс, селфи с свидетельством о рождении, селфи с паспортом, фото паспорта!!! Много документов и не законно столько требовать, но я выслала. Они сказали хорошо, можете выводить деньги. Я вывожу, дальше следующее испытание - мы задерживаем выплату на не регламентируемое время - то есть возможно навечно. Пока будет идти какая-то проверка которая не понятно когда будет закончится. Причем они врут все время. утверждая что все хорошо можно выводить и придумывают все новые и новые препятствия. И все из-за 100 долларов! Помогите с ними разобраться. Ужасные люди!

Dear zabol92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise how many days ago you requested a withdrawal and started the account verification? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello! Verification was successfully completed 4-5 days ago. I put the money for withdrawal a day ago. There were no bonuses. All money has been wagered successfully. The casino says they want to check the account for fair play or something. And that the terms of verification can be at least some time. Although earlier they said several times that you can withdraw funds and so on.

Здравствуйте! Верификация успешно прошла дней 4-5 назад. Деньги на вывод я поставила сутки назад. Бонусов не было. Все деньги отыграны успешно. Казино говорит что они хотят проверить аккаунт на честную игру или что-то такое. И что сроки проверки могут быть хоть сколько времени. Хотя ранее несколько раз сказали что можно выводить средства и прочее.

Thank you very much, zabol92, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi zabol92,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Starda Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for delaying the player's withdrawal if she already successfully passed the verification? When the player can expect her withdrawal request to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello! Thank you! The casino said that according to the rules they can check my account for up to 31 days. Although there is nothing to check there, I managed to play there a little and then some problems with the casino began. Nerves are not enough already 🙁

Здравствуйте! Спасибо! Казино сказало что по пункту правил они могут до 31 дня проверять мой аккаунт. Хотя чего там проверять, я успела немного по поиграть там и потом начались одни проблемы с казино. Нервов не хватает уже 🙁

Hello, Zabol92! According to the point of the rules 10.4 "The STARDA Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential". You agreed with these rules when registering, at the moment your payment is being checked, this is a standard procedure. Please be patient.

Best regards,

Starda Casino!

It is clear that according to the rules, the check is up to 31 days, but there was a lie from the casino, they said that the withdrawal is available after I sent a million photos with a passport and other documents, and before that I made a call with them and also sent documents. A lot of obstacles and checks. And then another 31 days to wait. See what it looks like from the side! This is disrespectful and a complete mockery! Where I did not play - nowhere was this! I'm just really uncomfortable on principle. It's not even about money, but about the attitude of the casino to its customers!

Понятно что по правилам проверка до 31 дня, но была ложь со стороны казино, они сказали что вывод доступен, после того как я отправила миллион фото с паспортом и другими документами, а до этого я проводила звонок с ними и также отправляла документы. Очень много препятствий и проверок. А тут еще 31 день ждать. Посмотрите как выглядит это со стороны! Это неуважение и полное издевательство! Где я не играла - нигде такого не было! Просто мне очень неприятно из принципа. Дело даже не в деньгах а в отношении казино к своим клиентам!

Dear zabol92, I fully understand that it might be frustrating for you to wait for such a long time, but it happens sometimes that online casinos conduct additional checks. I can only advise you to fully cooperate with the casino and wait until the results are provided.

We will keep this complaint open until there're any updates. I believe your account should be verified by the end of the month, so I'll set the timer accordingly. In the meantime, please keep us updated if some new details are revealed.

I hope for your understanding and patience.

Thanks for support! August 25 will be exactly 31 days. I understand account verification. This is fine. BUT! Before that, I sent a lot of photo documents. And they told me everything was fine. You can make withdrawals. But then check again and again. I've read that I'm not the only one suffering from this. In the reviews, people also suffer from this casino as well. Very sad. I will play elsewhere. I think people will also play in other casinos, but not in this one.

Спасибо за поддержку! 25 августа будет ровно 31 день. Я все понимаю проверка аккаунта. Это нормально. НО! До этого я отправляла много фото документов. И мне сказали что все хорошо. Можно делать вывод средств. Но потом снова и снова проверки. Я читала что не только меня так мучают. В отзывах люди тоже страдают также от этого казино. Очень печально. Буду играть в других местах. Думаю люди тоже будут играть в других казино, но не в этом.

Hello! Strada casino again continues to mock me. My account has been verified for about three weeks. Withdrawal of funds 72 dollars were withdrawn. I tried to withdraw the rest of the money. 12 dollars. And then the problems started again. As we know, the life of a casino is a continuous one problem. They again demanded to verify the crypto wallet, confirming it with a call and sending a selfie of the passport. But I already did it! And besides, after this confirmation, I withdrew the first money! They contradict themselves. Just scammers! I publish the whole truth about them on all forums and stuff. So people don't lose their money to these scammers! sorry nerves. time is a pity and money! It's a terrible experience! But I'm still waiting for my $12! Out of principle, I will not go through the verification of the wallet a second time. because I already passed it before!

Здравствуйте! Страда казино снова продолжает издеваться надо мной. Мой счет прошел проверку прошло около трех недель. Вывод средств 72 доллара вывелись. Я попробовал вывести остальную часть денег. 12 долларов. И тут снова начались проблемы. КАк мы знаем страда казино - сплошная одна проблема. Они снова потребовали верифицировать крипто кошелек, подтвердив его звонком и выслав селфи паспорта. Но это я уже делала! И кроме того после этого подтверждения и вывела первые деньги! Они сами противоречат себе. Просто мошенники! Я публикую о них всю правду на всех форумах и прочее. Чтобы люди не теряли свои деньги у этих мошенников! нервы жалко. время жалко и деньги! Это ужасный опыт! Но я все жду свои 12 долларов! Из принципа не буду проходить второй раз верификацию кошелька. потому что я ее уже прошла раньше!

Dear zabol92, could you please specify your last message? Initially, when submitting the complaint, you wrote that the request was to withdraw $100, and then you were asked to wait until the additional verification is completed.

Now you say that the account was verified and you received $72. Did you make a new withdrawal request of $12 and were you asked to go through the whole procedure again or you were asked to verify your payment method only? Haven't you requested to withdraw initial $100 in one installment?

Sorry confused if you. I explain. Initially, there were about 100 dollars (8200 rubles). The record was verified recently and I withdrew $72. There are 12 dollars left on the balance. I tried to withdraw this money, immediately after withdrawing 72 dollars. Once again, the casino began to create problems. And he said that you need to pass the verification of the address of the crypto wallet - confirm it. BUT! I confirmed my wallet address a month ago. I spoke to the casino on the phone and also sent a selfie with my passport. Now the casino says that you need to do it again in order to withdraw money. Although the casino is blatantly lying. If the address had not been confirmed, then there would have been no withdrawal of 72 dollars! I also bet 72 dollars on the withdrawal and 12 remained. Then I just made a second withdrawal of funds. And now I can not withdraw 12 dollars. The casino deliberately creates a lot of problems, I have not been able to withdraw all the money normally for 2 months. It is unpleasant for me from the principle and I want to withdraw everything. It's disgusting to treat yourself like that.

Извините запутала если вас. Объясняю. Изначально лежало около 100 долларов (8200 рублей). Проверку запись прошла недавно и я вывела 72 доллара. Осталось на балансе 12 долларов. Я попробовала вывести эти деньги, сразу после того как вывела 72 доллара. И снова казино начало создавать проблемы. И сказало что нужно пройти проверку адреса крипто кошелька - подтвердить его. НО! Я подтверждала месяц назад адрес кошелька. Я разговаривала с казино по телефону и также отправляла селфи с паспортом. Теперь казино говорит что нужно снова это сделать чтобы выводить деньги. Хотя казино нагло лжет. Если бы не было подтвержден адрес то не было бы вывода 72 долларов! Еще я поставила на вывод 72 доллара а 12 осталось. Я потом уже следом сделала второй вывод средств просто. И не могу теперь вывести 12 долларов. Казино нарочно создает массу проблем я уже 2 месяц не могу нормально вывести все деньги. Мне из принципа неприятно и я хочу вывести все. Неприятно такое отношение к себе.

Thank you for the explanation, zabol92. I fully understand you have negative emotions caused by repeated checks, but sometimes casinos need to verify the gaming activity of players several times. It may look unfair to you, but there are certain security reasons for this.

Anyway, I hope this verification is about to be completed soon and without any problems. Keep us updated, please.

Dear zabol93, can you please let me know if there have been any updates?

Dear zabol92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the delay, the money of 12 dollars still won’t allow me to pay it. I think it looks like the casino is bankrupt.

Извините за задержку, деньги 12 долларов так и не дают выплатить. Как я думаю похоже казино банкрот.

Dear Strada Casino, can you please explain why the player cannot withdraw the remaining balance of 12$? It seems that all the verification checks were already completed by you, so what are the reasons for delaying the withdrawal request?

Hello, Natalia! The withdrawal of the player was canceled, because the wallet to which the player withdraws funds has not been confirmed, before that the player confirmed another crypto wallet, now, in order for the payment to be approved, the player needs to contact the chat and confirm the wallet to which the funds are being withdrawn.

Best regards,

Starda Casino!

Starda Casino ! You are lying!!! I confirmed the wallet and made a withdrawal to it!!! The first withdrawal of funds in history! He was!!! If it was, it means all the more 100% that I confirmed the wallet. I spoke by phone and confirmed it (the first withdrawal was to the same wallet)! You are just confused! I did not confirm the LTC wallet. And I confirmed the TRX wallet! For 12 dollars you create a circus that lasts two months! That's just funny!!! Be ashamed to lie! This does not make you look good and only spoils your ruined reputation!!! Give me back my money! You have frayed all my nerves for several months!!!!!!!!!! IT'S OUTRAGEOUS!!!!! RETURN my 12 dollars!!!!

Starda Casino! Вы нагло лжете!!! Я подтвердила кошелек и на него выводила!!! Вывод средств первый есть в истории! Он был!!! Если он был значит тем более 100 % что я подтверждала кошелек. Я общалась по телефону и подтвердила его (на этот же кошелек был вывод первый)! Вы просто путаете! Я не подтверждала кошелек LTC. А кошелек TRX я подтверждала! Из-за 12 долларов вы разводите цирк длинной два месяца! Просто СМЕШНО!!! Постыдитесь нагло лгать! Это вас не красит и только портит вашу испорченную репутацию!!! Верните мне мои деньги! Вы мне все нервы истрепали уже несколько месяцев!!!!!!!!! ЭТО ВОЗМУТИТЕЛЬНО!!!!! ВЕРНИТЕ мои 12 долларов!!!!

I'm just shocked! This has never happened to me. So that the casino would lie and torment me for several months with checks that I passed. And for 12 dollars there was a circus! My God. How terrible is this!!!

Я просто в шоке ! СО мной никогда такого не было. Чтобы казино врало и несколько месяцев мучало проверками, которые я прошла. И из-за 12 долларов устраивало цирк! Боже мой. Как это ужасно!!!

Dear zabol92, can you please take screenshots from your transaction history where it will be visible what wallets you use to request withdrawals so that we can make sure these were the same/different wallets? Feel free to attach the files here or send them to my email at natalia.b@casino.guru.

Anyway, can you please also double-check it again, what was the wallet that was already verified and used for the successful withdrawal, and submit a new request to withdraw the remaining 12$ there so there's no need for the casino to conduct any new verification for "another" crypto wallet since it confirms one crypto wallet has been for sure verified before? Can you please make the screenshots as well?

Thank you.

I have attached screenshots to the letter. There you can clearly see that the funds were deposited into TRX. I also made withdrawals to TRX. But they don't want to make the final withdrawal. Although I withdrew money to the same wallet. I confirmed the TRX wallet, so the withdrawal was made to it. as well as depositing funds. I also deposited LTC funds. I have not verified this wallet. It was LTC that did not confirm. But I did not make withdrawals on LTC. I hope everything is clear now) I would like to resolve this dispute as a matter of principle. It's not about the money. I just want justice to prevail. The truth is on my side! In the screenshots, I highlighted the deposits and withdrawals of funds. You can see that I withdrew to the TRX wallet several times, and deposited funds from the TRX wallet many times. All this is visible. Therefore, the casino blatantly lied. I am telling the truth and waiting for the withdrawal of my funds from the casino.

Я приложила скриншоты к письму. Там прекрасно видно, что средства были внесены в TRX. Я также выводила средства в TRX. Но они не хотят производить последний вывод средств. Хотя я выводила деньги на тот же кошелек. Я подтвердила кошелек TRX, так что на него был осуществлен вывод средств. а также внесение денежных средств. Я также внесла депозит LTC-средств. Я не подтверждала этот кошелек. Не подтвердила именно LTC. Но на LTC я не делала выводы средств. Надеюсь, теперь все стало ясно) Мне из принципа хочется решить этот спор. Дело не в деньгах. Я просто хочу чтобы справедливость победила. Правда на моей стороне! На скриншотах я подчеркнула ввод и выводы средств. Можно увидеть что я несколько раз выводила на TRX кошелек, много раз делала ввод средств с TRX кошелька. Все это видно. Поэтому казино нагло лгало. Я говорю правду и жду вывод моих средств от казино.

Dear zabol92, I have contacted the casino representative and they've provided us with the proof that your last withdrawal requests were rejected because you used a new Tron wallet that hasn't been verified yet. So the casino has a right to ask you to verify a new payment method before approving your request. Or you still can request a withdrawal to your other verified wallet, that you previously used for the successful withdrawal.

I may have mixed up my tron wallets, I just have several of them. I'll take a look and let you know

Возможно я спутала свои кошельки tron, у меня просто их несколько. Я посмотрю и сообщу Вам

Thank you, zabol92. We'll await your reply.

Dear zabol92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for waiting! I brought everything out. Everything is fine. I just confused the addresses, I just have several wallets. Thanks for the help anyway! This is not the first time you have helped me out!

извините за ожидание! Я все вывела. Все хорошо. Просто спутала адреса, у меня просто несколько кошельков. Все равно спасибо за помощь! Вы меня выручаете не в первый раз!

Thank you for the reply, zabol92. Can you please specify, if you managed to request a withdrawal already? And if yes, if it was successful?

Yes, everything was fine. I withdrew all the money! God bless!

Да все было хорошо. Я вывела все деньги! Слава богу!

Dear zabol92,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru