Stellar Spins Casino - Выигрыши игрока были конфискованы.

Casino has taken roughly €5800 from me after winning from 3 seperate bonuses. Each bonus is capped at winnings of €5000 or twice the amount of the deposit amount. I made 3 deposits; €1600, €2000 and €1000. I made 2 successful withdrawals; first one was after winning on deposit 2 for €4000 and leaving €500 in the account. Resulting in €900 winnings. Deposit 3 was for €1000 in which I finished a bonus with total withdrawal funds of roughly €4500 after successfully completing wagering. I then attempted withdrawal of €3400, which means I left €1100 in the account, after a week or so of playing (with no bonus attached, winnings from wagering completed a long time ago) I won some more. Account balance now up to roughly €2800. Have I got a case? They won’t listen to me. Welcome bonus terms support my claim but they have wiped my balance. They say they has overpaid me as I successful withdraw €7200 in total. Total deposit amount was €4600. Bonus winnings was from bonus 2, 3 and after bonus wagering was completed.

Dear katysmurrie,

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

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

• Have you received any explanation from the casino regarding the confiscation of your winnings?
• If you have any correspondence saved in which the casino gives any justification for its actions, please forward it to my email at tomas@casino.guru

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,

Tomas

Hi Tomas

i have emailed the information I have. I hope it all makes sense. Thanks.

It seems they only want to explain via phone.

Regards

Katy

Thanks for your patience, katysmurrie, and for providing the necessary information. 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.  

Hello katysmurrie,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know Stellar Spins Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.

We would like to invite Stellar Spins Casino to join the conversation.

Dear Stellar Spins Casino,

Can you please provide more information on why the player's winnings were confiscated?

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.

Dear katysmurrie,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only strongly recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru