Stelario Casino - アカウントが閉鎖されたため、プレイヤーの賞金は没収されました。

I’ve tried sending multiple emails to stelario.com, but they do not answer my emails.

I won 895€ from that casino over many months ago, and I did withdraw the money, but they banned my account and stole my money.

Attachment "Screenshot1" shows that i cant log in to site. In screen shot they say "User is disabled because of a gambling addicion", but i can tell u thats not the case.

They also send me this email, and say that i used some stategies but thats not the case

Dear yoteng13,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino communicate with you regarding your account closure?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus?
• Have you informed the casino about any gambling problems or trouble controlling your gambling in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

answered by email to tomas@casino.guru

Thank you very much, yoteng13, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, yoteng13,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Stelario Casino team,

Could you please provide us with an explanation of the situation in more detail? Why has the user's account been closed and the winnings confiscated?

The casino informed the complainant that the reason was the "use of strategies when playing with an active bonus balance". Can you be more specific about what exact strategies we are talking about and substantiate it with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav, 

We have thoroughly investigated the case of user yoteng13 and made a decision regarding the user's issue.

Dear yoteng13, 

We have re-investigated your case and decided to reconsider the initial closure of your account. 

At the moment your account is open, the amount of 895 EUR has been credited to your account and is available for withdrawal. 

You can make a request at your convenience. 

Sincerely, 

Stelario Casino Risk Department

Thank you very much for the update and good news, Stelario Casino team!

Dear yoteng13,

Has your issue been successfully resolved so I can consider the case closed? Is there anything else I can help you with?

Dear yoteng13,

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 consider the complaint resolved.

Based on my previous message, we are closing the complaint as resolved.

Thank you, Stelario Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru