StarsPlay Casino - Igrač se suočava sa kašnjenjima u povlačenju zbog problema sa verifikacijom.

Hello, StarsPlay Casino won't allow me to complete my verification and withdraw any money, winnings, or a €250 deposit. I haven't been able to verify my identity for 10 days. They're asking me for a one-month crypto exchange statement, which I submitted immediately. They wrote that the statement is incorrect and there's only one transaction. However, there are four transactions per month. Therefore, I send them a daily statement in Excel and CSV format, requesting this statement. They write that not all transactions are there. But all transactions are there.

Hallo, das StarsPlay Casino erlaubt mir keine vollständige Verifizierung und keine Auszahlung von Geld, Gewinnen und einer Einzahlung von 250 Euro. Seit 10 Tagen kann ich meine Identität nicht mehr überprüfen. Sie verlangen von mir einen Kontoauszug der Kryptobörse für einen Monat, den ich sofort eingereicht habe. Sie schreiben, der Kontoauszug sei nicht korrekt und es gebe nur eine Transaktion. Es gibt jedoch vier Transaktionen pro Monat. Deshalb schicke ich ihnen täglich einen Kontoauszug im Excel- und CSV-Format, in dem sie diesen Kontoauszug anfordern. Sie schreiben, dass nicht alle Transaktionen vorhanden sind. Aber alle Transaktionen sind vorhanden.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Can you specify what documents you have submitted for verification?
• What was the exact reason given by the casino for deeming your crypto exchange statement as incorrect?
• Have you received any specific feedback from them regarding the transactions that are supposedly missing?
• Were there any additional requirements or documents requested by the casino that you might have overlooked?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I passed the verification two weeks ago and submitted all the required documents. These are a photo of my passport, a selfie with my passport, proof of address, and a bank statement from the crypto exchange. I sent the bank statement to the crypto exchange five days ago. However, the verification is not yet complete. They promised a response via email, but there has been no response. My €250 has not been withdrawn.

Ich habe die Verifizierung vor zwei Wochen bestanden und alle erforderlichen Dokumente eingereicht. Dies ist ein Foto meines Reisepasses, ein Selfie mit meinem Reisepass, ein Adressnachweis und ein Kontoauszug der Kryptobörse. Den Kontoauszug habe ich vor fünf Tagen an die Kryptobörse geschickt. Die Verifizierung ist jedoch noch nicht abgeschlossen. Sie versprechen eine Antwort per E-Mail, aber es kommt keine Antwort. Meine 250 Euro werden nicht abgehoben.

Please forward me all the communication between you and the casino customer support regarding the verification of your crypto exchange at veronika.f@casino.guru. Kindly include the one-month statement you sent to the casino for verification as well. Thank you for your cooperation.

This fraudulent casino is operated by Deep Dive Tech BV. I've found many casinos owned by this company. And for each casino, there are complaints that they're not withdrawing money. These are scammers. I request that this casino and all Deep Dive Tech BV casinos be blacklisted.

Dieses betrügerische Casino wird von Deep Dive Tech B.V. betrieben. Ich habe viele Casinos dieser Firma gefunden. Und für jedes Casino gibt es Beschwerden, dass sie kein Geld abheben. Das sind Betrüger. Ich bitte darum, dieses Casino und alle Casinos von Deep Dive Tech B.V. auf die schwarze Liste zu setzen.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact StarsPlay Casino outside this complaint thread and let you know any new information once I receive it.

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 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 its 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 Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana