888Starz Casino - Depozit igrača nije uplaćen.

Subject: 888STARZ – Deposit of 500 EGP Not Credited Despite Successful Transfer

Dear Casino Guru Complaints Team,

I am submitting this complaint against 888STARZ regarding an unresolved deposit of 500 EGP that has not been credited to my gaming account.

User ID: [redacted]

On 20 April 2026 at 04:54 AM, I deposited 500 EGP via Etisalat Cash using the payment details displayed directly on the 888STARZ deposit page. I copied the recipient's number directly from the platform and completed the transfer successfully.

After the transfer, the deposit was never credited to my account. The transaction status on the platform showed "Rejected by agent."

From the beginning, I fully cooperated with the operator and provided every document they requested, including:

The transaction receipt.

Screenshots.

A complete, unedited verification video recorded from another phone.

An official confirmation from e& Egypt (Etisalat) following their technical investigation.

My telecom provider officially confirmed that the transfer was successfully completed and that the funds reached the recipient associated with the operator's payment network.

For more than one month, 888STARZ consistently maintained that their agent had not received the funds and repeatedly instructed me to contact my payment provider. I followed every instruction they gave.

However, after more than one month, the operator completely changed its explanation. They no longer claimed that the agent had not received the funds. Instead, they stated that the payment details shown on my receipt did not match the payment details assigned to my deposit request, alleging that the money had been sent to a different account.

This new explanation directly contradicts everything they had been telling me throughout the previous month.

I repeatedly asked the operator to clarify:

Why this alleged mismatch was never mentioned at the beginning of the investigation.

Why I was repeatedly instructed to contact my payment provider if the real issue was supposedly incorrect payment details.

How the payment details could be incorrect when I copied them directly from the deposit page provided by their own platform.

Despite these questions, I never received a clear explanation or any supporting evidence.

I have attached the complete email correspondence between myself and 888STARZ, documenting my numerous attempts to resolve this matter directly with the operator. The attached emails clearly demonstrate my full cooperation, the extensive evidence I submitted, and the operator's inconsistent explanations throughout the investigation.

I respectfully request that Casino Guru independently review this case and evaluate whether the operator handled this dispute fairly and consistently.

Thank you for your time and assistance.

Kind regards,

[redacted]

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Stay safe.

Dear Kapo,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with the deposit to 888STARZ.

To better understand your situation and assist you effectively, could you please provide us with some additional information? We would like to clarify the following:

• Have you made previous successful deposits using the same payment method in the past?
• Are you able to view the status of your deposit in the casino in your deposit history found in your player's account? Please post a screenshot of your casino account's deposit history.
• Could you please share a screenshot of the payment instructions as they appear when attempting to deposit in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at jean.s@casino.guru, or post screenshots here

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

Best regards,

Jean

I'm sorry. I do not see the screenshot for your deposit history with the status "Rejected by agent." Please post it again.

You mentioned in your previous message that you attached some files but the following were not attached:

• nomercy.pdf.
• gmail_star4.pdf.
• Gmail - Re: FINAL LEGAL NOTICE...pdf.

I have received your email. If the previous files were not included in the files you sent me in your email, then please forward them.

Please also forward evidence where the casino support suddenly changed their explanation and claimed that the payment details do not match.

Indeed, I have already sent you all of those supporting documents via email because it is not possible to upload PDF files here.Thank you as well for your efforts to help resolve this matter.

Dear Kapo,

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, Matej L., (matej.l@casino.guru). 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,

Jean

Hello Kapo, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing deposit. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of 888Starz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s deposit has been refused by agent and where did the money go after rejection? I would also appreciate if the casino could provide us with any and all relevant evidence:

• the recipient details generated for the player’s specific deposit request;
• the request or transaction ID, creation time and validity period;
• an explanation of the exact mismatch identified;
• the result of the payment provider’s or agent’s investigation into recipient 01035797081 and transaction reference 019310491250; and
• the relevant account ledger or deposit-status record explaining "Rejected by agent."

Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. Thank you for your patience and cooperation in advance.

Hello,

Thank you for your message.

To proceed with the investigation, we kindly request the player's Player ID and proof of the transfer (receipt).

Once the requested information is received, we will review the case and provide an update.

Kind regards,

888STARZ Team

Hello,

Could you please provide a payment receipt where the date and time of the transaction are clearly visible? This information will help us check the payment details further.

Thank you.

Dear 888STARZ Team,

I have attached the payment receipt once again, although this is far from the first time I have provided it.

Honestly, I have lost count of how many times I have been asked to submit the same information. Throughout this case, I have already provided my Player ID, the payment receipt, transaction history, screenshots, a complete verification video, an official confirmation from my telecom provider, and the full email correspondence documenting every stage of this dispute.

If you had carefully reviewed the case file—or even my deposit history—you would understand why I find these repeated requests extremely disappointing. I have been a customer for years and have made numerous successful deposits, many of them significantly larger than 500 EGP. This case is clearly not about the value of the money. It is about fairness, transparency, and ensuring that the truth is not ignored.

During more than one month of communication, I fully cooperated with every request. Despite that, I received conflicting explanations and repeated requests for documents that had already been submitted multiple times. This approach is frustrating and gives the impression that the investigation is being unnecessarily prolonged.

I have also reviewed several complaint cases involving 888STARZ and became concerned after noticing a similar pattern of repeatedly requesting documents that had already been provided instead of addressing the core issues. I sincerely hope this case will be handled differently.

At this stage, I respectfully believe the focus should be on answering the questions raised by the Casino Guru Resolver, particularly regarding the recipient details generated for my deposit request, the exact reason for the alleged mismatch, the payment provider's investigation, and the evidence supporting the status "Rejected by agent."

I have fulfilled every request made of me. I now respectfully expect the same level of cooperation, transparency, and accountability from 888STARZ.

Thank you.

Dear 888STARZ Team,

I would also like to remind everyone of a very important fact that is already documented in our previous correspondence.

For more than one month, your support repeatedly instructed me to contact the payment provider because, according to your investigation at that time, the payment had not reached your agent's wallet yet. At no point during that entire period did anyone tell me that the recipient number was incorrect or that the payment details did not match.

Following your instructions, I contacted the payment provider, submitted a formal complaint, and after their investigation they officially confirmed that the funds were successfully delivered to the recipient number that I copied directly from your deposit page.

Only after I presented this official confirmation and escalated the matter did your explanation suddenly change. Instead of claiming that the funds had not reached your agent, you began claiming that the payment details were different and that the money had been sent to another account.

These are two completely different explanations.

If the payment details had truly be

For clarity, I am attaching once again:

My formal complaint submitted to the payment provider.

The payment provider's official response confirming that the funds were successfully delivered to the recipient.

I respectfully ask both 888STARZ and Casino Guru to take this contradiction into consideration while reviewing this case, as it is central to the entire dispute.

Thank you.

Thank you, dear Kapo, for providing the details and additional information.

Dear 888Starz Casino, I believe the player has provided enough details tto be able to identify the payment. Please let us know once the investigation has been finished, and let us know of your findings.

Hello,

We would like to provide you with an update regarding your case.

After an additional and final review of the payment details, video materials, and transaction information provided, our team has confirmed that the funds from this payment were not received by 888STARZ.

Based on the final verification result, we kindly recommend contacting the bank or payment provider from which the payment was made in order to clarify the transaction status and request assistance with the return of the funds.

We understand that you may have previously received different updates while the case was being reviewed. However, after completing the full verification process, this is the final information confirmed by the responsible team.

We hope this helps clarify the situation and recommend contacting your bank for further assistance with the payment return.

Best regards,

888STARZ Team

Dear Matej,

The casino's latest response is deeply disappointing because it completely avoids the questions you specifically requested them to answer.

Instead of providing evidence, they simply repeated the same unsupported claim that "the funds were not received" and advised me, once again, to contact my payment provider, despite the fact that I already did so months ago.

I submitted a formal complaint to e& Egypt, provided the official complaint reference number, and submitted the official response confirming that the transfer was successfully completed to the recipient number copied directly from the 888STARZ deposit page. These documents have already been provided to both the casino and Casino Guru.

What is even more concerning is that the casino has repeatedly changed its explanation.

- For more than one month, I was told that the funds had not reached their agent, and I was instructed to contact my payment provider.

- After I submitted the official confirmation from my payment provider, the explanation suddenly changed to an alleged mismatch in the payment details.

- Now, even that explanation has disappeared, and the casino has returned to its original claim that the funds were simply not received.

These are contradictory explanations regarding the same transaction.

More importantly, the casino completely ignored every specific question raised by the Resolver. They did not provide:

- the recipient details generated for my deposit request;

- the transaction/request ID and validity period;

- any evidence supporting the alleged payment mismatch;

- the result of their payment provider's investigation;

- or the internal record explaining the "Rejected by agent" status.

Repeating that "the funds were not received" is not evidence. It is merely an unsupported statement.

Throughout this case, I have fully cooperated and provided every document requested: the payment receipt, transaction history, screenshots, verification video, the official complaint submitted to my payment provider, the provider's official response, and the complete correspondence with the casino.

I respectfully request that the casino now be required to support its claims with verifiable evidence instead of repeating changing explanations that are not supported by any documentation.

Thank you.

After reviewing a significant number of public complaints against 888STARZ, I noticed that a considerable number involve players from Egypt reporting very similar deposit-related issues, repeated requests for the same documents, prolonged investigations, and conclusions that are not supported by verifiable evidence.

In my opinion, this recurring pattern raises serious concerns about a systemic issue within the payment network or the handling of deposit transactions for the Egyptian market. If an official investigation by the payment provider confirms that the funds were successfully delivered to the recipient while 888STARZ maintains that the funds were never received, this points to an internal issue that the casino should investigate and resolve instead of repeatedly placing the responsibility on the player.

In any event, a player should not become the victim of an internal problem involving 888STARZ, its payment agents, or its payment providers. I followed the deposit instructions exactly as displayed on the casino's platform and transferred the funds to the payment details provided by the casino. Therefore, any issue arising after that falls within the casino's responsibility, not the player's.

Dear 888Starz Casino,the bank has confirmed the money transfer to be successfull, and reaching its destination. The player has done everything you have asked for - provided bank statements, payment confirmations, signed documentation and answered all the questions. Since I have not received any counter-evidence from yourself, I believe it is safe to say the issue must have happened somewhere between the processing agent and the casino. As such, I believe there is nothing more to investigate or a different avenue to look into.

The best course of action is to credit the player's gaming account with 500 EGP and then resolve the issue of any missing money internally, with the agent in charge of this transaction or the finance department.

Please, let me know if you agree with the above, or have a different proposal in mind. Thank you.

Hello,

To help us investigate the situation further, please provide the wallet address from which the transfer was made.

Once we receive this information, our team will be able to check the details more accurately.

Thank you for your cooperation.

Best regards,

888STARZ Team

Hello!

We would like to conduct an additional review regarding your payment. If you insist that the payment was successfully completed, please provide a recording of your conversation with the bank or a stamped bank statement for April 20 showing the details of this transaction.

This information will help our team investigate the matter further.

Best regards,

888STARZ Team

Dear Kapo, would you be able to visit your local bank branch, and get a signed/stamped confirmation of the payment being processed, alongside the account number of the sender, the recepient, and the amount itself? I am only asking this, as it is the final, undisputable proof that you can send to the casino, and afterwards there will be no doubt that the issue lies within the finance department of the casino.

However, I also understand this constant prolonging of the mediation process is very frustrating, and would understand if you refuse. Please, let me know. Thank you.

Dear Matej and 888STARZ Team,

I have obtained the requested video recording of my conversation with e& Egypt regarding the disputed transaction.

The recording specifically concerns the 500 EGP transfer made on 20 April 2026 at 04:54 AM, reference 019310491250, to recipient 01035797081.

I have sent the video directly to Matej by email because I am unable to upload the video file through the complaint thread.

Matej, please kindly review the video and, if appropriate, forward it to 888STARZ for their review.

Thank you.

Dear Matej,

I would just like to clarify an important point regarding the document you requested.

This type of stamped and signed document is simply not available in this form within the Egyptian electronic wallet system, so I cannot provide a document that does not exist in the first place. I have already provided all available evidence related to this transaction, including the payment receipt, the payment provider’s confirmation, the verification video, and the official complaint reference number with the payment provider.

More importantly, I believe there is a much simpler way to resolve this case instead of continuing to request additional documents from me.

I already provided the official complaint reference number submitted to my payment provider. If 888STARZ or its payment agent simply verifies this complaint reference directly with the payment provider, they can obtain confirmation regarding the result of the investigation into this transaction.

I also previously sent 888STARZ, months ago, a video containing confirmation from the bank/payment provider regarding the successful completion of the transaction, together with all relevant transaction information. Yet after all this time, I am still being asked for information that has already been provided and documented repeatedly, including the wallet number associated with my account, which has already appeared numerous times throughout the previous correspondence and documentation.

Honestly, it is difficult to understand why this process is continuing in this way.

If 888STARZ had spent the same effort verifying the official complaint reference with the payment provider as it has spent requesting new documents from me, this case could very likely have been resolved long ago through direct confirmation from the payment provider serving their agent.

I am not refusing to cooperate, and I believe my actions throughout this case clearly demonstrate that. However, continuing to request the same information in different forms despite the existing evidence and official complaint reference is no longer a reasonable way to investigate the matter. At this point, it is simply causing unnecessary delay.

I have provided everything that is reasonably available to me. I believe the next step should be between 888STARZ and its payment agent/payment provider to establish where the funds went, rather than repeatedly asking the player to prove the same transaction for the tenth time.

Thank you for your understanding and continued assistance.

Dear Kapo, thank you for oyur message, however it needs to be sent to the support team at the casino, not myself. Please resend it to the support e-mail address with the same details you have given to me. Thank you.

Afterwards, could you please let me know what exactly is this e& Egypt service? I was under thte impression it was a bank. Do they have any kind of brick and mortar shop you can visit and discuss this issue, obtaining the signed document caisno requested? Or do they at least have a customer service you can contact regarding this? Thank you.

Dear Matej,

Thank you for your clarification.

I would like to clarify an important point regarding the document you requested.

e& Egypt (Etisalat Egypt) is not a bank. It is a telecommunications company and mobile operator that also provides electronic wallet services. Therefore, the transaction in question was an electronic wallet transfer through Etisalat Cash, not a traditional bank transaction.

Consequently, the Egyptian electronic-wallet system does not issue a bank statement in the form you requested, namely a stamped and signed bank statement showing this transaction. I therefore cannot provide a document that simply does not exist.

More importantly, I have already encountered the same type of request in another case involving Mostbet. You can review that complaint in my history on Casino Guru, as well as the position taken by the other operator. It was made clear there that requesting this type of document for Egyptian electronic-wallet transactions is unrealistic and does not reflect the documents actually issued for such transactions.

Instead of continuing to request a document that is not available, I have already provided every piece of official evidence that can reasonably be obtained, including:

The payment receipt.

The transaction details and reference number.

The complaint reference submitted to e& Egypt.

The payment provider's confirmation that the transaction was successfully completed and reached the recipient.

The video recording confirming the provider's statement.

And the complete correspondence concerning this transaction.

I believe the simplest and most conclusive solution would be for 888STARZ or its payment agent to verify the complaint reference and transaction directly with the payment provider, rather than continuing to ask me to prove the same transaction in different forms.

There is also another practical issue. You asked me to send this message to the casino's support team. How exactly am I supposed to do that at this stage? The case is already considered closed on their side, their support conversation is closed, and I have already provided them with this information and evidence several times.

Therefore, if you still consider it necessary for me to contact their support team, please let me know the practical way in which you expect me to do so, particularly since I cannot reopen a conversation that has been closed by the casino.

I am absolutely not refusing to cooperate. My actions throughout this entire case clearly demonstrate the opposite. However, I cannot provide a document that is not issued in the Egyptian electronic-wallet system in the first place.

In my view, after all the evidence already provided, the focus should now be on the relationship between 888STARZ and its payment agent, and on determining where the funds actually went, rather than continuing to place the burden of proving the same transaction on the player again and again.

Kind regards,

Kapo

Dear Matej,

Just to let you know, I have sent the requested video directly to 888STARZ Support, as you advised.

The video concerns the 500 EGP transaction from April 20, 2026 at 04:54 AM, reference 019310491250.

Please note that I have now provided the video to the casino as requested. I would appreciate it if you could also take this into consideration in the ongoing complaint.

Thank you..........Dear Matej,

Just an update: I have now contacted 888STARZ Support directly and sent them the requested video, as you asked.

Their support agent confirmed in writing that they received my request and forwarded it to their specialists for investigation.

I have therefore fulfilled your request and provided the video directly to the casino. I will wait for their response and will keep you updated if they provide any further information.

Thank you for your assistance.

Dear Kapo, thank you very much for the details, this is exactly what I needed.

Dear 888Starz Casino, as the player has already provided all possible evidence of the payment being made, alongside with the confirmation of the payment provider that the payment has been successfully delivered, I would like to get back to my original proposal of the solution - to credit the player's casino account with 500 EGP and then investigate the missing money internally, with the payment agent and financial team within the casino. Given the disputed amoutn is not high at all, I hope this can be done quickly, and then we can close this complaint as successfully resolved. n case you have different opinion or have another proposal in mind, please let us know. Thank you.

Dear User,

Thank you for the update.

To review the situation and investigate the case further, please send the video recording and all relevant details directly to our team at assistance@888starz.bet.

Once received, our team will carefully review the provided information and assist you further.

Best regards,

888STARZ Team

Dear Matej,

I would like to point out once again that 888STARZ has repeated the same approach for what feels like the thousandth time.

Instead of addressing your direct proposal to credit the 500 EGP to my casino account, they have once again asked me to provide evidence that has already been submitted repeatedly throughout this case.

I have now sent them the video for what feels like the billionth time, this time directly to their support email, exactly as they requested.

I have already provided the payment receipt, transaction details, verification video, payment provider's confirmation, and all other relevant evidence available to me.

At this point, I genuinely do not know what else I can provide. The continuous requests for the same evidence are only prolonging the case without addressing the central issue.

I respectfully ask you to take this repeated pattern into consideration. I hope 888STARZ will finally address your proposal and either credit the 500 EGP to my account or provide actual, verifiable evidence supporting their position.

Thank you for your continued assistance.

Dear 888Starz Casino,

I believe you have received every possible evidence the player could provide, and you have all the information necessarry for the complaint. This means it is time to reach a final decision, and no further prolonging is necessarry.

To sum up the current situation - the player has provided evidence and signed bank branch statement confirming successfull deposit of 500 EGP to the casino. Yet the deposit has never been credited to his gaming account. As I have suggested, the best approach would be crediting the missing 500 EGP to the player and then investigate the payment agent with the financial team to find the supposedly missing deposit.

Please let me know whether you will be following my suggestion, so we can conclude this complaint. Thank you for your understanding.

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 Matej,

Before you close the complaint, I would like to ask for your permission regarding something.

If 888STARZ ultimately refuses to resolve the issue and the complaint is closed as unresolved, would I be allowed to publish the full complaint, including the complete correspondence and all the evidence submitted during the case, on relevant gambling platforms and Telegram channels?

My intention would simply be to share the complete case publicly so that other players can see what happened and how the matter was handled.

I would appreciate your confirmation before doing so.

Thank you.

I would also like to clarify one additional point regarding why I would like to publish the case.

I have a Telegram channel where I used to recommend 888STARZ to my followers as one of the good platforms, and some of them relied on my recommendations when choosing which platforms to use.

Therefore, what happened in this case has become a matter of transparency and credibility for me toward the people who trusted my recommendations. I do not want to continue recommending a platform while having a documented experience like this with them without informing my followers about it.

This is precisely why I would like to publish the full case, so that the people who trusted me can see what actually happened and make their own decision based on complete information.

Dear Kapo, this is a public thread so anyone with the link can read through the posts. Couple of them are set as private since they contain personal information and we have to comply with GDPR laws and data protection rules. I don't think I have e-mailed you anything privately, so whether you make your own messages and conversations with the casino public - is up to yourself. Just be careful not to share your name, banking and contact details or home address. The internet is full of hackers, fraudsters and malicious AI bots gathering such info for further nefarious usage.

As for this case, since we have not received a response for over a week, I think it is safe to assume the casino is not going to give you your deposit back either as a refund or account balance. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of both Kapo and 888Starz Casino, as both sides confirmed the missing, disputed amount has been credited to the player's casino account.

Dear Kapo,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the 888Starz Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru