888Starz Casino - Igrač tvrdi da mu je isplata odložena.

On June 19, 2025, I submitted a €200 withdrawal request from my account at 888STARz (ID: 1282769989). I used Skrill as my withdrawal method, which is the same payment method I used to deposit — fully aligned with their stated policy.

Despite this, the withdrawal was rejected without any clear explanation. I immediately contacted the support team (support-en@888starz.bet) and provided all necessary documentation, including screenshots of the error and verification of the payment method.

I followed up again after 4 days, but I have not received any response from the support team to date.

My account is fully verified, and I have not violated any terms. The funds are rightfully mine, and I simply want the withdrawal to be processed or to receive a valid explanation.

I am attaching:

- Screenshot of the rejected withdrawal

- Screenshot showing Skrill payment method requirement

- Copies of emails sent to the support team

I kindly request the CasinoGuru complaint team to help resolve this matter, as I have exhausted all communication attempts directly with the casino.

Dear komniknight,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear komniknight,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Veronika,

Thank you for your follow-up.

I would like to confirm that I have not received the €200 withdrawal yet, and I have also not been contacted by the casino in any way.

I am still waiting for either the payment or at least a clear explanation from the 888STARz team.

Thank you for continuing to assist with this matter.

Kind regards,

[name hidden by Casino Guru]

Have you tried choosing a different payment method for your withdrawal or submitting the withdrawal request again?

Have you contacted the casino customer support via chat or via email?

Dear Veronika,

Thank you for your reply.

I attempted a withdrawal using another method (Visa) as suggested, but I received an error message stating:

> "Withdrawals are only possible using the same payment method that was used for deposit. Please use recommended methods: Skrill."

This confirms that the only acceptable method for both deposit and withdrawal is Skrill, which is what I originally used. Despite following their instructions, my withdrawal was still rejected.

Additionally, I have contacted the casino’s support multiple times, but have yet to receive any response or assistance.

I kindly ask for your help to escalate this matter, as I have complied with all their stated rules.

Kind regards,

[name hidden by Casino Guru]

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello komniknight,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 888Starz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Is there a particular issue that is preventing the withdrawal from being processed? Alternatively, is there a particular timeframe, in which komniknight can expect his withdrawal to be processed?

Dear Martin,

Thank you very much for your prompt response and for supporting my complaint process.

I truly appreciate the fact that you have reached out to the casino representative and requested clarification regarding my case.

I remain at your disposal should you need any additional information or documents from my side.

Kind regards,

komniknight

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 komniknight,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now 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.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru

Dear parties,

We’ve reopened this complaint at the request of 888Starz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino representative,

can you please explain your position in the thread? In case there is any confidential evidence pertaining to this case, please let me know at martin.l@casino.guru

We have reviewed this case once again. According to our internal system records, the player’s withdrawal was successfully completed on 31 October.

Unfortunately, we are unable to provide an internal payment receipt, as this information is not available on our side.

The player can obtain an official confirmation of the withdrawal directly from Skrill support by contacting them from the email address linked to their Skrill wallet. Skrill is able to issue a document confirming the successful transaction.

Kind regards,

888STARZ Team

Dear casino representative,

thank you for your response. Are you able to provide any other information regarding the matter? Is it possible for your you to obtain a screenshot of the player's balance showing any movements of funds?

Dear komniknight,

can you confirm whether you have received your funds?

Dear komniknight,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear komniknight,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin