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Dear Emefra,

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

I want to clarify that more than 14 days have passed since my first withdrawal request.

I already sent everything they asked for:

1. Bank statement to verify payment method

2. Photo of my document with date/time

3. Selfie video

The main problem is that casino support confirmed to me *before my deposit* that it wasn't necessary to verify the payment method for withdrawals. I have that conversation saved. Only after I won and requested a withdrawal did they introduce new obstacles. Is it legal for a betting site to lie to its customers?

Therefore, I request that you intervene with the Starda casino for the immediate release of my $148

I am available for any additional documents you may need.

Greetings.

Quiero aclarar que ya han pasado más de 14 días desde mi primer solicitud de retiro.

Ya envié todo lo que me pidieron:

1. Estado de cuenta bancaria para verificar instrumento de pago

2. Foto de mi documento con fecha/hora

3. Video selfie

El problema principal es que el soporte del casino me confirmó *antes de mi depósito* que no era necesario verificar el instrumento de pago para retirar. Tengo esa conversación guardada. Solo después de ganar y solicitar el retiro me pusieron trabas nuevas. O es legal que una casa de apuesta mienta a los clientes?

Por eso solicito que intervengan con el casino Starda para la liberación inmediata de mis $148

Quedo atento a cualquier documento adicional que necesiten.

Saludos.

Dear Emefra,

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.

Greetings.

I haven't received my money yet.

Saludos.

Aún no recibo mi dinero

Thank you for the update.

I understand your concerns regarding the information provided by the casino before you made your deposit. However, it is important to note that online casinos may request additional verification documents at any stage of the verification process, particularly before approving a withdrawal. This is generally considered a standard security and compliance procedure.

To better understand the current status of your case, could you please clarify the following?

• Has your account verification been completed successfully?
• Has the casino confirmed that the bank statement you submitted was approved for payment method verification?
• If your verification is still incomplete, what reason has the casino given? Are there any documents or verification steps that are still pending?

Additionally, please send us all relevant correspondence between you and the casino regarding your verification and withdrawal, especially any messages explaining the current status of your account or requesting further documents.

Once we have this information, we will be in a better position to assess the situation and determine the appropriate next steps.

I look forward to your reply.

My account is fully verified, and the bank statement was also accepted and verified. They are reviewing my betting transactions, which only consisted of four bets (two losses and two wins). Two days ago, they told me that 14 days remained out of the 31 they initially told me. Even so, I disagree with them taking so long to review four bets. I have attached evidence.

Mi cuenta está totalmente verificada y el extracto bancario fué aceptado y verificado también. Lo que están revisando son mis movimientos de apuestas, los cuales fueron solo 4 (dos perdidas y dos ganadas). Hace 2 días atrás me dijeron que faltaban 14 días de los 31 que un principio me dijeron. Aun así no estoy de acuerdo que para revisar 4 apuestas se tomen tanto tiempo. Adjunto evidencias.

Thank you for your confirmation. It is good to hear that your account is fully verified. Then what remains is only the review of your bets.

Could you please clarify which types of games (slots, live games, betting on sports) you played after you lost your bonus? Did you deposit again after losing the welcome bonus?

After losing my bonus, I didn't make any further deposits and used my real money on four football sports bets, which were as follows:

First bet: single bet of $50 (won)

Second bet: single bet of $40 (loss)

Third bet: $20 combination bet (loss)

Fourth and final bet: single bet of $70 (won)

Attached are the 6 total bets (2 from the bonus and 4 with real money)

Después de perder mi bono, no realicé ningún otro depósito y utilicé mi dinero real en cuatro apuestas deportivas fútbol que fueron las siguientes:

Primer apuesta: apuesta simple por $50 (ganada)

Segunda apuesta: apuesta simple por $40 (perdida)

Tercer apuesta: apuesta combinada por $20 (perdida)

Cuarta apuesta y última: apuesta simple por $70 ( ganada)

Adjunto las 6 apuestas totales (2 del bono y 4 con dinero real)

Thank you for your reply, Emefra.

I’m sorry to say I don’t have good news. If your account was blocked after placing only on sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly.

I understand how frustrating this must be. And I apologize that we cannot resolve this for you. We must therefore close this complaint.

Please don’t hesitate to contact us in the future if you encounter issues with casino gaming, and we will do our best to assist.

Best regards,

Jean