888Starz Casino - Račun igrača je zatvoren, a sredstva zadržana.

My account was blocked and funds withheld after I fully complied with all verification and additional requirements imposed by the operator.

When I attempted to withdraw funds, the operator requested identity verification, which I completed successfully. After that, support contacted me regarding multiple linked accounts. I explained openly that one account belonged to my wife, one to my brother, and one was my old personal account that I no longer used due to lost login credentials.

At my request, the operator agreed to delete all additional accounts and confirmed in writing that only my main account — where I held the highest VIP level — would remain active. As a condition to restore withdrawals, I was asked to provide a medical certificate confirming that I am not addicted to gambling.

I complied in good faith. After seven psychotherapy sessions, I obtained an original certificate confirming no gambling addiction. The operator rejected it without explanation, stating only that they were waiting for an "original document from a specialist."

To avoid further issues, I arranged and paid for an online psychiatric consultation. The psychiatrist conducted a full assessment and issued an official certificate confirming that I am not addicted to gambling. I submitted this document together with the previous one.

The operator then alleged that the stamps were not original due to the use of black ink. To prove authenticity, I provided email correspondence with the medical clinic and photos of the registered postal envelope from the Polish Post showing the same clinic stamp.

The operator acknowledged receipt and stated that the documents would be sent for further review. Two days later, my account was permanently closed. I received a generic message accusing me of "fraud" based on a general Terms and Conditions clause, without identifying any specific violations or providing evidence.

Access to my account was revoked, and no final balance statement was provided. The balance at the time of blocking was approximately 50,000 PLN.

I am requesting CasinoGuru’s assistance to:

• Obtain confirmation of the final account balance,

• Assess whether the operator acted fairly after accepting a written agreement,

• Help resolve the withholding of funds without substantiated justification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you reached out to the casino after they informed you of their final decision? If so, could you please share that correspondence as well?

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,

Attila

1. mostly slot games, sometimes live casino games, blackjack or poker
2. After receiving their final email, which firmly stated that any further attempts to contact them would be ignored (see last photo in first post), and after the disrespectful way they treated me, I decided to turn to you for help, for which I thank you in advance.

Hello,

Following a comprehensive internal review, our compliance team made a decision to terminate cooperation with the player in accordance with the Terms and Conditions of the platform. As part of this process, the player was able to withdraw the total amount of their deposited funds.

Please note that, in line with our internal policies and regulatory obligations, we are not able to disclose detailed internal findings or specific reasons behind compliance-related decisions. Such assessments involve internal risk and security procedures that are not subject to public disclosure.

We confirm that the player’s deposited funds were returned, and no balance remains withheld on our side.

Kind regards,

888STARZ Team

To clarify:

The casino is referring only to deposited funds, not to the account balance / winnings.

1) I have NOT received any refund of deposited funds. No payment was credited to any of my payment methods (Revolut, BLIK, Skrill). No transaction IDs were provided.

2) The remaining account balance (winnings) was confiscated after the account closure, despite a prior written agreement and full compliance with all requested verification steps.

I respectfully ask the casino to:

• provide proof of any refunded deposits (dates, methods, transaction IDs),

• explain on what exact Terms & Conditions basis the remaining balance was confiscated after the agreement was fulfilled.

At this moment, neither deposited funds nor the account balance have been paid to me.

Dear player, thank you for the update.

Dear 888Starz Casino,

Thank you for your message. I would greatly appreciate your assistance in understanding why the player has not yet received the refund of their deposits.

Furthermore, could you please provide clarification regarding the reason for the account closure? Any sensitive information can be sent to my email at attila.g@casino.guru.

Thank you in advance for your cooperation; it is truly appreciated.

Since access to your account is currently restricted, we kindly ask you to provide a bank statement for the payment method used, covering the period from the date of the deposit up to today.

This is required for an additional review and to confirm whether the refund has been credited.

Best regards,

888STARZ Team

I'm having trouble sending a PDF file containing my full transaction history. I'll send screenshots of these files soon.

Hello, the bank statement I prepared is in PDF format and exceeds the image upload limit. Could you please advise the best way to provide it to you for review?

Hello,

If the PDF file exceeds the upload limit, please send the full bank statement directly to our official email: assistance@888starz.bet

Kindly include your Player ID in the subject line so we can identify your account and review the document.

Best regards,

888STARZ Team

Hello,

As requested by the casino, I have sent the full bank statement directly to their official email address.

After carefully reviewing my bank records, I can confirm that no refund transaction has been credited to my account.

I kindly ask the casino to provide the refund transaction ID, date, and payment method used, so the matter can be clarified.

Thank you.

Hello,

We confirm that we have received your bank statement sent to our official email address. Thank you for providing the document.

Our team is currently reviewing the information, and we will provide a detailed update shortly.

Best regards,

888STARZ Team

Dear player, could you please forward the document you have sent to the casino? You can reach me via email at attila.g@casino.guru.

Thank you in advance.

Hello,

Following an additional inquiry with the payment provider, we have received clarification regarding this case.

Due to the significant time that has passed since the date of the payment, the provider no longer retains the necessary technical data required to re-check or trace the transaction in their system. As explained to us, once the data retention period expires, the provider is technically unable to conduct any further verification related to that payment.

In other words, at this stage, it is not possible to perform a retrospective review of the transaction on the provider’s side.

We understand that this situation may be frustrating. However, payment-related matters must be reported within a timeframe that allows the provider to access and review the relevant transaction records.

Best regards,

888STARZ Team

Hello,

Due to the significant time elapsed since the transaction date, the payment provider no longer retains the necessary records to generate additional confirmation documentation. This is related to standard data retention policies and is beyond the casino’s control.

We would also like to clarify that the player’s account was restricted and subsequently permanently closed in accordance with our Terms and Conditions and internal security policies. Such decisions are made following a comprehensive review and are not applied without valid grounds.

For security and confidentiality reasons, detailed information regarding internal assessments cannot be publicly disclosed.

Additionally, if any concerns regarding a transaction arise, they should be reported within a reasonable timeframe to allow proper verification while provider records remain available. At this stage, further documentary confirmation is technically unavailable due to standard retention limits.

Based on the above, our position remains unchanged.

Kind regards,

888STARZ Team

Hello,

The decision to permanently close the account was made following a comprehensive internal review and in accordance with our Terms and Conditions and internal security policies.

We clearly state that the company will not disclose the specific reasons, internal findings, or detailed grounds that led to the account closure. Such information relates to internal security and fraud prevention procedures and cannot be made public or shared.

The casino reserves the right to restrict or permanently close accounts where security concerns are identified, as предусмотрено действующими Terms and Conditions accepted upon registration.

This decision is final, and our position remains unchanged.

Kind regards,

888STARZ Team

Dear Attila,

I would kindly ask for your assistance in requesting from the casino a clear indication of the specific contractual clause or factual basis that justifies the permanent closure of my account and the confiscation of my 50,000 PLN balance.

Thank you for your support in this matter.

Dear 888Starz Casino, thank you for your response. I would be grateful if you could provide some clarity regarding the decision to close the player's account. If any sensitive information or documents are needed, please feel free to send them to my email at attila.g@casino.guru. Thank you in advance for your cooperation and understanding.

We would like to clearly state that the player has not provided any verified evidence confirming the existence of the alleged winnings.

At the same time, the player claims that no refund was received and insists that a significant winning balance was present on the account. However, no objective proof has been submitted demonstrating that such winnings ever existed — no official game history, no validated balance records, and no documented confirmation of the claimed amount.

Public statements alone cannot be considered evidence.

Our Security and Anti-Fraud team conducted a full internal investigation based on system logs, payment records, and risk monitoring tools. Following this review, the deposited amount was processed accordingly, and the account was permanently closed in strict accordance with the platform’s Terms and Conditions.

We must also note that the continued publication of unverified allegations across multiple public platforms may constitute the dissemination of misleading information, directly impacting the company’s reputation. However, public pressure does not alter the outcome of a completed investigation.

If the player believes the claimed winnings existed, we expect clear, verifiable proof. Until such evidence is provided, the allegations remain unsubstantiated, and the decision remains final.

Dear 888Starz Team,

Thank you for your reply.

I would like to clarify that I did attempt to withdraw my balance before the account was permanently closed. The withdrawal request was initiated while the balance was visible and available in my account.

As a player, I do not have access to internal system logs, payment records, or backend risk monitoring tools. Those records are solely in the possession of the casino. Therefore, it is not technically possible for me to provide internal documentation confirming the balance — such data can only be verified by your system.

Given that your Security and Anti-Fraud team conducted a full internal investigation, I respectfully request that at least a general explanation of the specific rule violation be provided. A permanent account closure and confiscation of funds should be supported by a clear and transparent justification.

I am not making public accusations without basis — I am simply requesting clarification and objective verification of the balance and withdrawal attempt that took place prior to the account closure.

If there was a specific breach of Terms and Conditions, I kindly ask you to indicate the exact clause and provide a summary of the factual basis for your conclusion.

I remain open to a fair and reasonable resolution.

Kind regards,

[Redacted]

Dear 888Starz Casino,

Thank you for your response. I regret to inform you that, without the necessary evidence, conducting a thorough investigation is not feasible at this time. Consequently, we may need to close this complaint as unresolved, which could potentially impact the casino's safety index. Please let me know if you would like to proceed with the resolution of this complaint or if you would prefer that we close it.

Thank you for your understanding and cooperation.

Dear Attila,

We have provided a detailed explanation via email and shared all relevant information with you. We kindly await your response to proceed further.

Dear Player,

We have received an email from 888Starz Casino; however, it appears that no new or relevant information has been provided. The casino has merely reiterated points that have already been discussed in this thread.

Despite our repeated requests, we have not received any information that would help move this case toward a resolution. Under these circumstances, there is unfortunately no basis for continuing the complaint resolution process.

As a result, we have no option but to close the complaint as unresolved.

I can only recommend contacting the Curaçao Gaming Authority (complaints@cga.cw) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. You can learn more on how to submit a complaint to the regulator here: https://casinoguru-en.com/submitting-complaints-to-regulators

Thank you for your understanding, and I’m sorry that we could not provide a more favorable outcome. If you encounter other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Attila