Star Casino IT - プレイヤーの賞金は没収され、アカウントはブロックされました。

Good morning,

I am desperate. I was scammed by this casino and lost so much money and I don't know how to handle it. They literally scammed me. I was playing slots normally like a normal person and had unlocked a bunch of progressive slots then jumped in and cashed out all at once. The casino, after denying me the welcome bonus, one day sends me a statement where they tell me that my account would be suspended on June 30th (without specifying the reason). So last night I decide to withdraw the winnings. When I log into my account I notice that some of the slots I was playing have been reset eating my money. Then today since not all of them have been reset I wanted to finish playing them but my account was closed early without giving me any explanations. I'm desperate because they scammed me and I don't know how to do it. I am ready to bring all screenshots and evidence of my scam and I am hoping for your help before I have to go through legal action. They literally ate me 2000 euros and I'm desperate. I don't know how to go about it as when I contacted the casino they said they can do whatever they want. In addition, they wrote to me not to write to assistance anymore because "it's useless". Please help me, I would ask that I be given access to my gaming account and restore the slots I was playing or I would ask if it is possible to get the 2000 loaded back. They just scammed me I don't know how to do it

Buongiorno,

sono disperato. Sono stato truffato da questo casinò e ho perso tanti soldi e non so come gestire il tutto. Mi hanno letteralmente truffato. Io stavo giocando normalmente alle slot come una persona normale e avevo sbloccato un po' di slot progressive per poi entrare e ritirare tutto in una volta le vincite. Il casinò, dopo avermi negato il bonus di benvenuto, un giorno mi manda un comunicato dove mi dicono che il mio account sarebbe stato sospeso il 30 giugno (senza specificare il motivo). Io così ieri sera decido di ritirare le vincite. Quando entro nel mio account noto che le alcune delle slot a cui stavo giocando sono state resettate mangiandomi i miei soldi. Poi oggi dato che non tutte sono state resettate volevo finire di giocarle ma il mio conto è stato chiuso anticipatamente senza darmi spiegazioni. Io sono disperato perchè mi hanno truffato e non so come fare. Io sono pronto a portare tutti gli screenshot e le prove della mia truffa e spero nel vostro aiuto prima di dover percorrere vie legali. Mi hanno letteralmente mangiato 2000 euro e sono disperato. Non so come muovermi poichè quando ho contattato il casinò mi hanno detto che loro possono fare quello che vogliono. In più mi hanno scritto di non scrivere più all'assistenza perchè "è inutile". Vi prego aiutatemi, chiederei che mi venga ridato l'accesso al mio conto di gioco e ripristinate le slot alle quali stavo giocando oppure chiederei se è possibile riavere indietro i 2000 caricati. Mi hanno proprio truffato non so come fare

Dear aldovitaj,

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 you collected several bonus rounds on progressive slots and then tried to redeem all of them at once? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.

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,

Petronela

Hello, I played slots with the bonus not active and I had loaded the slots to wait and enter and win all at once. I was loading the slots spending 100-500 per slot to load it and those of random star casinos sent me an email without warning that on June 30th they would close my account and then reset my progressive slots and make me lose a lot of euros. In addition, the morning after the email of June 30, my account was closed in advance scamming me and stealing all my money in the slots

Buongiorno, ho giocato alle slot con bonus non attivo e avevo caricato le slot per aspettare ed entrare e fare tante vincite tutte insieme. Stavo caricando le slot spendendo 100-500 a slot per caricarla e quelli di star casino a caso senza preavviso mi hanno mandato la mail che il 30 giugno avrebbero chiuso l'account per poi resettarmi le slot progressive e farmi perdere tantissimi euro. In più la mattina dopo la mail del 30 giugno il mio account è stato chiuso anticipatamente truffandomi e rubandomi tutti i soldi nelle slot

I can see that you were warned on the 20th that your account will be blocked 10 days later. Do I understand correctly that you left funds inside the slot machines? Could this action be considered as delaying rounds? Were several progressive jackpots in use when your account got suspended?

Good morning, you understood correctly. I had left the money loaded into some slots to play later. By closing my account they made me lose all the money loaded into the slots and now that they have closed my account they don't want to refund me anything. They had to leave my account open or refund me the first top-up I made

Buongiorno, si ha capito bene. Io avevo lasciato i soldi caricati in alcuni slot per giocarli in seguito. Chiudendomi il conto mi hanno fatto perdere tutti i soldi caricati nelle slot ed ora che mi hanno chiuso il conto non vogliono rimborsarmi nulla. Dovevano lasciarmi il conto aperto oppure rimborsarmi la prima ricarica da me effettuata

I'm really desperate, I don't know how to do it. Now they are wasting their time and ignoring my requests. They scammed me and I don't know how to do it. I would like the casino to be reported as they have been thieves. After making me play, they take my money off the slots and close my account and keep all the money just because I would win

Sono veramente disperato, non so come fare. Ora stanno perdendo tempo e ignorano le mie richieste. Mi hanno truffato e non so come fare. Desidererei che venga segnalato il casinò poichè sono stati dei ladri. Dopo avermi fatto giocare, mi cancellano i soldi dalle slot e mi chiudono l'account tenendosi tutti i soldi solamente perchè avrei vinto

Could you please advise if you were able to access the casino in those 10 days from the warning till the actual closure of your account?

No I was not able to access the casino those days as they blocked me earlier than stated in their email

No non sono stato in grado di accedere al casino in quei giorni poiché mi hanno bloccato anticipatamente rispetto a quanto dichiarato nella loro email

How much time passed since the casino warned you that your account will be blocked until they actually closed it? Have you been able to access your account at all during this period?

Hello, as you can see the email sent to me by the casino is dated 6/15/2023 in which it is written that the casino would close the account on 6/30. The problem is that the casino blocked me from accessing my account on 6/16 causing a lot of my money to remain in the slots and now that they have closed it they have not refunded me even the amount in the slots. That is, I lost 1000 euros because they kept them in their slots claiming that everything was legal

Buongiorno, come vede la mail che mi è stata inviata dal casinò è del 15/6/2023 nella quale c'è scritto che il casinò avrebbe chiuso l'account il 30/6. Il problema è che il casinò mi ha impedito l'accesso al mio conto il 16/6 facendo si che molti dei miei soldi sono rimasti nelle slot ed adesso che me lo hanno chiuso non mi hanno rimborsato anche la cifra dentro alle slot. Ovvero ho perso 1000 euro perchè loro li hanno trattenuti nelle loro slot sostenendo che fosse legale il tutto

I had 1000 euros loaded on a slot

Io avevo 1000 euro caricati su una slot

I understand. It's important to note that most casinos consider delaying rounds and "loading slots" to be a prohibited strategy. The casino gave you a day to address the warning, which is actually quite generous on their part. In many online casinos, your balance would be confiscated without any prior warning.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear aldovitaj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

But I have played normally online and I don't think it's legal to close the account by first giving 10 days notice and then randomly right away the next day by resetting the slots again before I can withdraw my money

Ma ho giocato normalmente online e non penso che sia legale chiudere l’account prima dando 10 giorni di preavviso e poi a caso subito il giorno dopo resettando le slot ancora prima di poter ritirare i miei soldi

I wish I could be of more help. As I mentioned earlier, it's crucial to be aware that many casinos view delaying rounds and "loading slots" as tactics that are not allowed. The fact that the casino gave you a day to address the warning is actually quite generous on their part. In several online casinos, your balance would have been confiscated without any prior warning. So, it's fortunate that you were given a chance to rectify the situation.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.