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Good morning, while I was playing a slot, the session was blocked with a win of €138.72. I am attaching a photo of the screen. Casino support has already reported the issue to the provider, but to this day I have not received my winnings in my gaming account.

Buongiorno mentre giocavo a una slot si è bloccata la sessione con una vincita di 138,72€ vi allego la foto dello screnn, l assistenza del casinô ha gia fatto una segnalazione al provider ma ancora ad oggi non ho ricevuto la mia vincita nel mio conto gioco

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Hello,

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

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

• Could you please specify when the incident with the game happened? (date and time)
• Is the result of the game round recorded in your game history?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Good morning, Star Casino support sees the session open and has made a request to the provider, who has not yet responded. It happened on January 27th at 6.43pm and from the screen shot you can clearly see a win of €138.72 with still some free spins to complete in the bonus game. This game does not appear in the game history, but in live chat they confirm the problem. I am attaching a photo of the chat.

Buongiorno l assistenza di star casinò vede la sessione aperta e ha fatto richiesta al provider il quale quest ultimo non ha ancora risposto è successo Il 27 gennaio alle 18:43 e dallo scren shot Si vede chiaramente una vincita di 138,72€ con ancora dei frespin da ultimare nel game bonus, nella cronologia giocate non appare questa giocata ma in chat live confermano il problema vi allego foto chat

Even today, Star Casino support says they are waiting for a response from the provider.

Ancora ad oggi l'assistenza di star casinò dice che sta aspettando una risposta dal provider

Same today they say that the provider doesn't respond

Idem oggi dicono che provider nom risponde

Still nothing seems crazy that an ams site would do this

Ancora nulla sembra pazzesco che un sito ams faccia così

Thanks for your reply and ongoing updates.

Please note that the result on the provider's server is key in this case.

We are unfortunately unable to confront the casino without a record of the game round recorded in your game history.

Since further investigation depends on the information coming from a third party (the game provider), we understand there can be a delay on learning the result of your game round.

I'll set up the timer for 2 more weeks. I am hopeful we'll learn about the result from the casino in the meantime. If the casino informs you about the outcome in the meantime, please let me know here in the complaint thread.

OK, yes, in the game history there is no screen shot of the game with the AMS session code but it does not appear in the Star Casino history.

Va bene si nella cronologia giocate non c’è ho lo screen della giocata con tanto di codice sessione ams ma non compare nella cronologia di star casinò

They still say nothing and are waiting for a response from the provider

Ancora nulla dicono che attendono risposta del provider

Nothing they are still waiting for a response from the provider how long does it take 1 year 😆😆??

Niente stanno ancora aspettando risposta dal provider quanto ci vuole 1 anno 😆😆??

Dear Mondolax,

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 (igor.p@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,

Tomas

Dear Mondolax,

I am sorry to hear about your problem with Star Casino IT.

I will now try to contact a Star Casino IT 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 Star Casino IT representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thank you very much Igor

Grazie mille Igor

I would like to point out that Star Casino has always been very kind but from my point of view it is not possible that you have to wait more than 1 month for a response from the provider when I have already sent the screenshot of the ADM session code several times.

Premetto che star casinò sono sempre stati molto gentili ma dal mio punto di vista non è possibile che si deve attendere oltre 1 mese per una risposta del provider quando ho già mandato più volte lo screen del codice sessione adm

They told me that they cannot credit the winnings because I am self-excluded and there are 22 days left until the end of it but the winnings were made a month before the self-exclusion but

Mi hanno detto che non possono accreditare la vincita perché sono autoescluso e mancano 22 giorni al termine di essa ma la vincita è stata fatta un mese prima dell autoesclusione mah

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.

I'll try to ask them to intervene in the chat too.

Provo a chiedere anch’io in chat di intervenire

Yesterday I spoke to the casino in chat and they told me that they still haven't received a response from the provider. We're almost 2 months in and they don't even know the exact amount since the round wasn't over yet. It will surely be more than the amount indicated on the screenshot since there were still 1/2 free spins or more to go. I also asked the casino to respond to this complaint and they told me that they will intervene.

Ieri ho sentito in chat il casinò e mi hanno detto che non hanno ancora ricevuto una risposta dal provider siamo quasi a 2 mesi e non sanno neppure la cifra esatta dato che il round non era ancora finito sicuramente sarà di più della cifra indicata sullo screnshot dato che mancava ancora 1/2 frespins o di più, ho inoltre invitato il casinò a rispondere a questo reclamo e mi hanno detto che intervengono

I keep asking the casino to respond to this complaint but they keep telling me that the provider is not responding

Continuo a invitare il casinò a rispondere a questo reclamo ma continuano a dirmi che il provider non risponde

Dear Mondolax

I have tried to contact the casino repeatedly but had no success. 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. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You might find our articles Licensing Authority – Agenzia delle Dogane e dei Monopoli | Casino Guru and How to submit a complaint to a regulator | Casino Guru useful.

I am sorry I could not be of more help on this occasion.

Best regards,

Igor