Stelario Casino - プレイヤーが賞金を受け取れずにいます。

Hello. The case is as follows. The stelario casino suddenly has technical problems with the withdrawal of funds to the bank account. On their chat, there are only bots that can not write back and KYC makes delays. They ask me to pay a minimum deposit and withdraw funds through other possible options, but still free by bank transfer. 4 payouts of 1,800 each because I had a total of PLN 34,200 to pay. Please contact them because it's not funny anymore.

Dear mateuszkurowski3555,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I get this message:

We would like to inform you that the processing of the transaction by the bank may take 3 to 5 working days. During this time the amount will be credited to your account.            

Thank you for addressing to our Stelario Support Service.

If you have any questions, we will be happy to help you by Live Chat or Email. support@stelario.com

Close my complaint

Thank you for your reply, mateuszkurowski3555. Do I understand correctly that the issue has been resolved?

Theoretically, I got a transfer 4x for PLN 1,800, but I still have 27,000 on my account and I'm afraid that in a moment I will have some problems with transfers again.

mateuszkurowski3555, could you please post here your withdrawal (cashier) history? Do you currently have any pending withdrawals?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear mateuszkurowski3555,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.