StarVegas Casino IT - Nalog igrača je suspendovan nakon pobede u opkladi.

Dear riccardolallai,

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. 

• Do I understand correctly that your account was verified?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

I have not used any type of bonus, my account is verified yes but now to enter it gives me an unknown error when logging in, the casino wrote to me:

Hello Riccardo,

Thanks for contacting us!

We remind you that you signed a contract during registration.

The Dealer reserves the right to carry out a detailed verification of the Customer's identity in any event deemed necessary for the security of the Customer and the platform. Such verification may include, but is not limited to, requesting various valid identification documents, contacting the Customer directly, or a combination of these and/or other means.

Therefore, this is simply a routine procedure, required for player protection.

They say they do it to protect me, it's strange that it happens immediately after winning 5000 euros and trying to withdraw

non ho usato alcun tipo di bonus, il mio account è verificato si ma ora per entrare mi da un errore sconosciuto al login , il casino mi ha scritto:

Ciao Riccardo,

Grazie per averci contattato!

Ti ricordiamo che hai sottoscritto un contratto in fase di registrazione.

Il Concessionario si riserva il diritto di eseguire una verifica dettagliata dell’identità del Cliente in ogni evento ritenuto necessario per la sicurezza del Cliente e della piattaforma. Detta verifica può includere, ma non si limita a, la richiesta dei vari validi documenti di identità, contattare direttamente il Cliente, o una combinazione di questi e/o altri mezzi.

Pertanto, si tratta semplicemente di una procedura di routine, richiesta per la protezione dei giocatori. 

Dicono che lo fanno per tutelarmi strano che succeda subito dopo aver vinto 5000 euro e aver provato a prelevare

Thank you very much, riccardolallai, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

grazie

Hello riccardolallai,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite StarVegas Casino IT to join the conversation.

Dear StarVegas Casino IT,

Could you kindly furnish us with an estimated timeframe for the completion of the player's document verification process? Additionally, are there any additional documents needed to facilitate the withdrawal process?

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.