Starzbet Casino - Заявката за самоизключване на играча се игнорира.

I requested a self exclusion to the site on 6th May 2026 and my request was completely ignored.

I have proceeded to lose $3600 and have sent multiple emails since and have still been ignored.

There is no option to self exclude on the site and according to their T&Cs you have to email, my account remains closed and live support are little to no help, i can provide emails deposits and chat logs.

I do not live in Canada i live in the UK, the only way i could make this complaint was via using a VPN.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starzbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether your account is closed or not, currently? Are you able to access it or not?
• When was the last time the casino allowed you to deposit? When was the last time you were in contact with casino support regarding the issue?

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

Best regards,

Tomas

Hello,

I am still able to actively log into my account and deposit funds.

The last time i deposited funds on the account was the 8th of May. I will note my last deposit on the site before the email was on 6th May 2026 at 12:30pm i then sent the email at 13:08pm and had started to deposit again on the site at 16:33pm the following day, so they had more than 24 hours to action my initial email.

I have sent the business numerous emails including yesterday, ive also spoken to their livechat which i provided when i submitted this complaint.

Dear Stainton108,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello

Thanks for the update.

The casino has started to respond but have basically told me they will not close my account and it will be deleted after 12 months of inactivity. They have also multiple times flat out denied a refund. I hope you can help.

Dear Stainton108,

I am sorry to hear about your problem with Starzbet Casino.

I will now try to contact a Starzbet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Starzbet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They arent going to respond, they are not fit to hold a licence. They have zero responsible gambling controls and are insisting they do not provide refunds following used deposited funds.

Dear all,

I have managed to get in touch with the casino representative through our affiliate outside of this thread.

They are currently facing difficulties logging into the system, which prevents them from replying.

I will reset the timer for the casino once again, and hopefully the issue will be resolved in the near future.

Dear Stainton108,

I have repeatedly tried to contact the Starzbet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Starzbet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

We’ve reopened this complaint at the request of Starzbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi Stainton108,

We're sorry to hear about your experience and understand how concerning this situation is.

Responsible gaming requests are taken very seriously, and we'd like to investigate your case thoroughly. Please note that we cannot discuss account-specific details publicly.

Could you please reach out to us at [email protected] with your registered email address and any relevant correspondence regarding your self-exclusion request? Our team will review your case as a priority and investigate the matter as quickly as possible.

Thank you for bringing this to our attention. We appreciate your patience and look forward to assisting you.

Dear Stainton108,

According to the casino, you should contact them via the above-mentioned email address and provide the requested information.

Please let us know once you have done so.

Ive responded to the massive email chain we have, i have no idea what else you want from me, everything is documented in our email chain, the one in which your staff keep telling me "we cant refund just because you lost" completely ignoring the fact my account shouldve been closed 24 hours prior to my "losses".

Dear Starzbet Casino,

According to the player, no progress has been made and no evidence has been shared.

Could you please provide any and all relevant information regarding this case so that a thorough investigation can be conducted?

If you do not wish to share the details publicly, you can send them to me via email. ([email protected]).

We have always responded to the player via email regarding this matter. The member initially contacted us by email requesting that their account be closed. Before proceeding with the closure, we replied to the member to understand why they wanted to close the account and whether they had experienced any issues that we could assist with.

During this process, however, the member continued making deposits and subsequently incurred losses. The member is now requesting reimbursement for the funds they lost after voluntarily making those deposits.

Our website also provides a self-exclusion and responsible gaming section where members can apply restrictions to their own accounts if they wish: https://prnt.sc/ymwNxcdkqKLX

Our standard procedure is to contact members who request account closure to determine whether they are experiencing any issues and whether we can provide assistance before finalizing the request. Afterward, the member explained their reasons more clearly, and the account was subsequently deactivated in accordance with their request.

That is complete and utter lies and proven by my initial email where i specifically stated youre website had made my problem gambling worse.

You did not need to clarify these details, also you are complete and utter liars, at many other points after the initial contact you stated my account would be closed after a period of inactivity, you continued to ignore my requests for closure after the fact, i dont know why youre trying this when i have provable email logs and chat logs where you and your agents constantly stated my account would not be closed, it was only when i threatened you with legal action where you did, and even then in that email you stated i could reopen my account anytime.

You have been caught in a lie and its completely embarassing for you.

Initial email for context: With immediate effect i would like you to close my account under responsible gambling rules and regulations.

I feel youre site has worsened my gambling addiction and on multiple occasions i have set deposit/loss/wagering limits only for them to be either removed without asking or removed upon my request before the standard 24 hour cooling off period.

As stated above, please close my account and never let me re-open one, i will be taking this information to the Curacao Board of Gaming and other regulators as you are clearly failing with regard to their responsible gambling safety measures. Also you do not even have a deposit limit which is just disgusting.

Close my account, and i will pass this info onto relevant authorities which i hope will result in heavy fines or removal of licence. 

Have a day off, youre absolutely not fit to hold a licence.

Also, i would just like to talk about the "responsible gambling" options you offer, you have conviniently only posted an image of the responsible gambling section, in which you can add deposit and wagering limits but you can ONLY self exclude via email, its almost as if you think i wouldnt keep record of any of this, and that i wouldnt send it to casino guru, do you really think that they would open this case if i didnt supply them proof that you have lied, stalled and degraded responsible gambling rules and regulations.

Finally, YOUR OWN REGULATORS terms and conditions state that you should act IMMEDIATELY to any account closures regarding responsible gambling. You didnt, you stalled on the off chance id continue depositing.

By the way, your site does not provide clear instructions on how to self exclude:

If you require a long-term break from gambling, Starzbet offers self-exclusion options:

6 months

1 year

3 years

Permanent exclusion

During self-exclusion:

You cannot log in, deposit, or place bets

All active bonuses are cancelled

Starzbet will not send marketing communications

Account access can only be reinstated after evaluation (if applicable)

If you request permanent self-exclusion, the account will remain closed indefinitely.

I spoke to your chat agent for a while and everytime i was told accounts could not be closed and i had to wait for it to become inactive.

No actions are taken on members' accounts without their request or without informing them. Therefore, any limits that you have personally set on your account cannot be removed unless you specifically request their removal.

Your account has been closed at your request. It will not be reactivated unless you contact us and request that it be reopened.

We wish you a good day.

You just gonna ignore the fact ive caught you in a lie then? You do this frequently, throughout this whole process haha.

It took you so long to close my account, stop the lies its pathetic. You stalled because you banked on me depositing more, its absolutely disgusting.

You didnt need context, you had context.

See youre still doing it now, stop. I dont want to reopen my account nor should i EVER have the option after PERMANENT SELF EXCLUSION, honestly hope everyone sees this and swerves your business is hard as possible.

Dear Starzbet Casino,

I have checked the Responsible Gaming section in the player's account, and indeed there is no self-exclusion option. Only wagering and loss limits are available.

Additionally, the player tried to contact you and request a self-exclusion on multiple occasions via both email and live chat. However, none of those attempts were successful.

Could you please clarify how the player can correctly request a permanent self-exclusion in your casino?

Secondly, could you explain why the player's requests were ignored and why no guidance was provided?

The member's requests and inquiries were responded to through both customer support and email communications.

As part of our standard account closure procedure, accounts are not closed immediately upon request. Instead, we first contact the member via email to determine whether there are any issues or concerns that may have led to the closure request and, where possible, to assist in resolving them.

If, after receiving this information and support, the member still wishes to proceed with the account closure, the request is honored and the account is deactivated accordingly.

Dear Starzbet Casino,

According to the player's screenshots, they requested account closure via email due to problematic gambling on several occasions. Please see the attachments.

Would you like to comment on that?

We deem this a reasonable effort. The request was submitted via a dedicated channel, was acknowledged by your support team, and the player confirmed their decision. Additionally, the next day the player contacted you via live chat with a further question about their self-exclusion.

When reviewing the member's account closure request, we noted that there was an available balance remaining in the account. For this reason, the account was not closed immediately, allowing the member the opportunity to use their deposited funds.

Closing the account while the member still had an available balance, active bets, or an active bonus could have resulted in financial loss or inconvenience for the member. Therefore, the account remained active until the member had used their balance and completed any active bets and bonus requirements.

Once there was no remaining balance, active bets, or active bonus on the account, the member's account was deactivated in accordance with their account closure request.

Dear Starzbet Casino,

According to our policy and point of view, the casino should act promptly upon the player's self-exclusion request. Factors such as an active balance or bonuses should not be a hurdle when closing a player's account due to a gambling-related problem. This is an industry standard that is widely used across most of the world's casinos.

Therefore, I would like to kindly ask you to provide the player's deposit and withdrawal history from 6 to 20 May 2026, so that the disputed amount can be adjusted accordingly.

Hello,

Im just here to say they are absolutely lieing about me having an active balance upon closure request.

They are just making stuff up which shows the sheer level of dishonesty this casino operates under, its neglegent, its harmful and its purely predatory behaviour.

Thankyou for seeing through their lies Casino Guru, ive been going out of my mind with this whole process. Hopefully we can finally hold them accountable.

Following your account closure request, our records show that you continued to make deposits and use your account. Your request for a refund of those deposits also confirms that there was an active balance on your account during this period.

We understand your concerns, and we would like to assure you that customer satisfaction is very important to us. We never intend to create a negative experience for our members.

We are sincerely sorry for the losses you have experienced. However, as previously explained, we are unfortunately unable to approve a refund under these circumstances.

Thank you for your understanding, and we wish you a pleasant day.

Big dog, the casino guru mediator has asked you a question/request and you just go straight back to attacking me? Is this how you really want your company to be seen? Because it looks horrendous.

There was no active balance on my account, you have no proof of this, where as i, have plenty of proof that you ignored my requests time and again, its almost as if i am working on facts and you are working from nothing but vibes.

Please provide the kind reprasentarive of Casino Guru with the requested documentation.

Hello again Stainton108,

We appreciate your feedback and want to assure you that we are fully committed to resolving this matter fairly and securely.

To protect your personal data and officially process your request, please send an email from your registered address directly to [email protected]. Once we receive your email, our team will be able to securely verify your account, address your request, and cooperate fully with the Casino Guru mediator to provide the necessary documentation.

Thank you for your cooperation, and we look forward to assisting you further via email.

Wait, why am i emailing you? You have literally 80 emails from me where you always respond with the same copy and past response.

I mean, ill email you sure but i do believe you should be addressing the CG employee right now and not me.

Dear Stainton108,

I have managed to get in touch with the casino representative outside of this thread in order to resolve this complaint accordingly and reach a mutually satisfactory outcome.

Therefore, I would kindly ask you to cooperate and comply with the casino’s request mentioned above.

Please let us know once you have done so.

Hello,

Ive reached out to them.

Dear Starzbet Casino,

The player has reached out to you via email, as requested.

Please let us know once there is an update regarding this case.

Hello,

All this business seems to do is waste time, no doubt they will let the timer run down to the last few hours and respond with something absolutely outrageous.

They will keep asking me to email them knowing full well they arent going to respond, surely Casino Guru can see that StarzBet are caught in a lie and they are just stalling as much as they can, this is by far the most stressful situation ive ever experienced with a "business" and ill be glad whenever they either refund me or get their rating lowered so nobody else falls foul to these chancers.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team,

We are continuing our communication with the member via email. We will keep you informed of any developments, whether positive or negative, as the case progresses.

Thank you for your attention and cooperation.

Dear Starzbet Casino,

After a thorough review of this case, I came to the following conclusion:

The player requested self-exclusion due to a gambling problem on numerous occasions via both email and live chat. However, no restrictions were made, and the player was allowed to continue to deposit and play on your website. We expect casinos with a high rating to act promptly upon such a request and protect the player.

You also mentioned that the self-exclusion option is available in the account. However, after my own check, I found out that such an option is not available at your casino.

Later, you requested that the player write you an email in order to proceed with this case. The player forwarded me those emails and, unfortunately, I found out that no actual progress was made and that the player was only told that they were not eligible for any refunds.

...We sincerely regret that you experienced these losses. However, as previously explained, we are unfortunately unable to provide a refund for losses resulting from voluntary gambling activity...

We do not deem your approach, both before and after joining this complaint, to be fair. In our opinion, the player is eligible for a refund of all deposits minus the withdrawals that occurred after their initial self-exclusion request.

Since this case has now been active for a while, I expect you to take any necessary steps within the next timeframe that will help move this complaint towards a successful resolution. If not, I will unfortunately have to close this complaint as unresolved - meaning your casino will receive black points and the rating will be adjusted accordingly.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Starzbet Casino,

Thank you very much for your email and further insights. I have replied to you and requested more evidence regarding this case. Please review it and let me know once you have a chance to reply.

Dear Mr. Igor,

As requested, the additional information has been provided to you.

Thank you for your assistance and support throughout this process.

Kind regards,

Starzbet Support Team

Dear Stainton108,

According to the casino, your last successful deposit was on 08.05.2026.

Could you please confirm whether this information is correct?

Hello,

I believe so yes.

Dear Stainton108,

After a thorough review of this case, I have noticed one important detail.

Your self-exclusion request clearly mentioned a gambling addiction, and we do not consider the casino’s handling and communication ideal. However, all documented deposits forming the $3,600 claim occurred within two days after your request. Under our self-exclusion framework, losses during that processing period are not eligible for reimbursement. Your account has since been permanently deactivated, so no further protective action remains outstanding.

I would like to apologize for not noticing this important detail earlier. As I thought that the losses also occurred later after your initial self-exclusion request, I wanted the casino to provide a complete deposit history in order to correctly adjust the disputed amount. However, since all of your deposits happened shortly after, there is no reasonable ground for us to request a refund.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Bet regards,

Igor