Stelario Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されます。

I made 2 deposits of 200 euros and when I asked to withdraw 200 euros they closed my account and they don't give me my money

532 euros

They sent me an email and they said that my balance was cancelled. They call the theft, cancellation!

Dear zhivko550,

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 you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Hello, I've been a casino player for about a week. My account was blocked after I tried to withdraw €200. I found out I was blocked when the day after I requested a withdrawal I tried to log into my account. It gave me an error "your account has been blocked". I went to their chat and was told to contact them by email. After I asked them why my account was blocked, they replied as follows "your account was closed without the right to reopen, and your balance was cancelled. ". I have played blackjack by myself on their site and never used a bonus.

Thanks for the reply zhivko550.

Could you please forward the email you received from the casino to my email at tomas@casino.guru?

I appreciate your cooperation and I am sorry for the inconvenience.

I sent my conversation with the casino.

Thank you very much, zhivko550, 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 zhivko550,

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

We would like to invite Stelario Casino to join the conversation.

Dear Stelario Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

Dear Michal, 

Additional information about the user's situation has been sent to your e-mail - michal.k@casino.guru

Regards, 

Stelario Casino Risk Department.

Thank you for your emails and the evidence, Stelario Casino Team.

Dear zhivko550,

After a careful review of the information and evidence provided by the casino team, it has been determined that your gameplay involved prohibited techniques that provided you with an unfair advantage, as flagged by the casino team as well as the game provider.

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions as was communicated to you by the casino team via email.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru