Stelario Casino - Играчът се затрудни да завърши процеса на проверка.

Hi.

My verification was successfully completed at stelario. Now that I've requested withdrawals, I've already been contacted twice via Skype. Never received a call through this browser. I wonder why the money is not paid out. I signed up for Skype, I really feel like I'm being kidded. Can you please help me to get my winnings. Have requested 3 payouts of 400 euros each.

LG

melanie

Hallo.

Meine Verifizierung wurde erfolgreich bei stelario abgeschlossen. Jetzt wo ich Auszahlungen beantragt habe , wollte man mich schon zweimal per Skype kontaktieren. Habe nie einen Anruf über diesen Browser erhalten. Frage mich warum das Geld nicht ausgezahlt wird. Habe mich extra bei Skype angemeldet ,fühle mich echt langsam veräppelt. Können sie mir bitte helfen ,mein Gewinn zu bekommen . Habe 3 Auszahlungen von je 400 Euro beantragt.

LG

Melanie

Hello Audiqueen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stelario Casino. Please allow me to ask you a few more question before we would move forward.

Do I understand it correctly that the skype call is required to finish the verification? Was there an appointed date for the call to happen? When was the last time you spoke to the casino and what did they respond?

Looking forward to your answer.

Regards,

Nick

Hello, I was contacted on Saturday via Skype, but unfortunately it was canceled because I don't understand or speak English. That's never happened to me before. I had to install extra Skype. It seems to me as if they want to avoid the payment.

Hallo, man hat mich am Samstag über Skype kontaktiert ,aber leider dann abgebrochen da ich kein englisch verstehe und spreche . Sowas ist mir noch nie passiert. Musste mir extra Skype installieren. Mir kommt es so vor als wenn die so der Auszahlung entgehen wollen .

It can't be that it's so complicated. If I don't find anyone now, my winnings will be deleted and I will be banned from the casino. I find that impossible. Have all bonus terms and conditions Fulfills.

Das kann doch nicht sein ,das es so kompliziert ist. Wenn ich jetzt niemanden finde ,wird mein Gewinn gelöscht und ich werde für das Casino gesperrt . Ich finde das unmöglich. Habe alle Bonusbedingungen erfüllt.

Thank you Audiqueen for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good morning

Here again the picture of the successful verification, before I found out that I should talk to someone via Skype. How is it going now? I don't have much time left. Do I have any chance of getting my money at all?

LG Melanie

Guten Morgen

Hier nochmal das Bild von der erfolgreichen Verifizierung ,bevor ich erfahren habe das ich mit jemanden über Skype reden soll. Wie geht es denn jetzt weiter ? Mir bleibt ja nicht mehr viel Zeit . Habe ich überhaupt Chancen mein Geld zu bekommen ?

LG Melanie

Hi Audiqueen,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Stelario Casino to the conversation to participate in the resolution of this complaint.

Dear Peter.

We have reviewed the player's complaint in detail.

The player has not yet completed the account verification.

On the provided screenshot of the player shows the successful verification of the data she had specified in her profile and that the player is at least 18 years old.

At the moment, the player has not yet confirmed ownership of the payment method to which the request for withdrawal is made.

According to the current rules of the casino, paragraph: 

2.5.1. In some cases, Risk Stelario Department has the right to request video verification from the player via Skype.

- if the player does not pass the verification procedure by calling Skype at an agreed time with the representative of the Risk Department, the Site Administration reserves the right to cancel all winnings and close the account without the right to recovery.

The player must pass the verification of the account by calling on Skype with our representative of the Risk Department of the casino and confirm the ownership of the account and payment method.

The player was notified of this on 2022-07-21.

Also, the player was offered the assistance of an interpreter from her side, and extended the deadline for verification through Skype with our representative of the Risk Department of the casino until 10 August.

We are always going to make advances to players, and in this case, the deadline for verification was extended and the player was informed that as soon as she found an interpreter for her side and informed the Risk Department, she will be immediately assigned a date and time of verification through Skype.

All actions in relation to the player are carried out in accordance with the current rules.

Thank you Stelario Casino team for your reply.

Dear Audiqueen,

Will you be able to find someone that would be able to translate for you? In the worst-case scenario, if you don't find anyone, I could do that for you.

Hi Peter,

Unfortunately I haven't been able to find anyone so far. I asked my family, friends and acquaintances, my work colleagues can't help me either.

LG

Hallo Peter,

leider habe ich bis jetzt niemanden finden können. Habe in der Familie ,bei Freunden und Bekannten gefragt, auch meine Arbeitskollegen können mir dabei nicht helfen .

LG

I see, let's see if the casino will agree with me translating.

Dear Stelario Casino team,

Would it be possible to make a verification call where I would help with the translation? Could this be arranged for tomorrow between 7:00-14:00 CEST?

Hello , I have to work from 5 am to 12 pm .

Hallo , ich muss von 5 bis 12 Uhr arbeiten .

Hi Peter

I could always skype from 1 p.m. during the week because I work until 12 p.m.

Hope the casino agrees to help me translate.

But what if they don't report?

Do I have any chance of getting the money?

Hallo Peter

Ich könnte in der Woche immer ab 13 Uhr skypen ,da ich bis 12 Uhr arbeite.

Hoffe das Casino stimmt dem zu , das sie mir beim übersetzen helfen.

Aber was ist wenn die sich nicht melden ?

Habe ich überhaupt Chancen das Geld zu bekommen ?

Hi Audiqueen,

It would be great if the casino replied here and we could do the verification call this week because next week I won't be working. If there's no response from the casino, the complaint will become unresolved which may affect the casino's rating.

Hello Peter, if I'm honest I don't expect an answer. They gave me time to make the Skype call until tomorrow. If not, the money won is gone. I'm already thinking about pulling it back and playing it. I'm really angry. My husband had something like that at another casino before, we didn't get 1000 euros there either.

LG

melanie

Hallo Peter , wenn ich ehrlich bin rechne ich nicht mit einer Antwort. Die habe mir Zeit gegeben bis morgen den Skype Anruf zu tätigen . Wenn nicht ,ist das gewonnene Geld futsch . Bin schon am überlegen es zurück zuziehen und ab zu spielen. Bin echt sauer. Mein Mann hatte sowas schonmal bei einem anderen Casino, da haben wir 1000 Euro auch nicht bekommen .

LG

Melanie

Dear Peter.

Your offer has been considered.

Risk Department of the casino does not in any way want to prevent the verification of the player via Skype. The player has been provided with a way to pass the verification via Skype in accordance with the rules of the project.

The player can only use the help of an interpreter from his side (the help of relatives / acquaintances).

Risk Department will not consider passing verification via Skype with a representative from Casino Guru.

In this case, the request for withdrawal of the client will be waiting for him on the balance of the game, until the client can not pass Skype verification.

We have every suspicion that the client being verified is not a client. And the documents were provided by a 3rd party. 

Within 90 days, if the client does not pass the verification according to the rules, his balance will be canceled and the account will be closed without the right to open. 

That's stupid what they write there, the documents were from me and my son, because I don't have an account. The documents were accepted and a few days later I took a call on Skype. It was canceled because I don't speak English.

Das ist doch schwachsinnig was die da schreiben, die Unterlagen waren von mir und meinem Sohn,da ich kein Konto habe . Die Unterlagen wurden akzeptiert und ein paar Tahe später habe ich einen Anruf über Skype angenommen. Der wurde abgebrochen weil ich kein englisch spreche .

Hi Peter

There is good news. A friend of mine helps me translate. I'm curious if it will work with the payment.

LG Melanie

Hallo Peter

Es gibt gute Nachrichten. Eine Bekannte von mir ,hilft mir beim Übersetzen . Bin gespannt ob es dann klappt mit der Auszahlung .

LG Melanie

Hi Audiqueen,

I'm not sure why the casino refused my help but if you have a friend that can translate for you, let's see if it works out. Please keep me updated.

Hi Peter

I will let you know if I pass verification.

Greetings Melanie

Hallo Peter

Ich werde sie darüber in kenntniss setzen ob ich die Verifizierung bestehe .

Gruß Melanie

Hi Peter

The skype call went well so far. I will receive an email within the next 24 hours. I just hope I get the money now.

LG Melanie

Hallo Peter

Der skypeanruf ist soweit gut gelaufen. In den nächsten 24 Stunden bekomme ich eine Email. Hoffe nur das ich jetzt das Geld bekomme.

LG Melanie

Thank you, Melanie, hope everything will go smoothly.

Great news Melanie,

Please let me know when you receive your winnings.

Hi Peter

I emailed stelario to ask when my payouts would be processed, unfortunately there was no answer. When I ask support, I always get the same answer: First come, first served. I don't really want to wait weeks for my money. Did everything they wanted. I'm really disappointed.

melanie

Hallo Peter

Habe mal per Email bei stelario nachgefragt wann meine Auszahlungen bearbeitet werden ,kam leider keine Antwort. Wenn ich im Support Nachfrage, kommt immer die gleiche Antwort: Wer zuerst kommt ,malt zu erst. Ich möchte jetzt nicht unbedingt Wochen lang warten auf mein Geld. Habe alles gemacht was die wollten. Bin echt enttäuscht.

Melanie

Hi Peter ,

The case can be closed. Got my 1200 euros. Thanks for your help .

LG Melanie

Hallo Peter ,

Der Fall kann geschlossen werden. Habe meine 1200 Euro bekommen. Danke für Ihre Hilfe .

LG Melanie

Thank you Melanie for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter