Stelario Casino - 決済が遅延しているとのクレームがあります。

Hello,

I have problems withdrawing money from stelario casino. I have managed to submit all the information they request from me to make a withdrawal to a regular bank account. Their service and response time was ok until I actually sent in all the documents they required of me, then they stopped responding. There is an incredible lack of withdrawal options, which complicates the process. Please can you help me?

Hej,

jag har problem att ta ut pengar från stelario casino. Jag har lyckats skicka in alla uppgifter dom begär av mig för att göra ett uttag till ett vanligt bankkonto. Deras service och svarstid var ok fram tills att jag faktiskt skickat in alla dokument dom krävt av mig då slutade som svara. Det är otroligt bristande alternativ på uttag vilket försvårar processen. Snälla kan ni hjälpa mig?

Dear fabianmartinsson1994,

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

Hello again,

Many thanks for the quick reply - not used to it in processes like this. I understand and know that it may take some time. However, my suspicions are that time does not matter in this case. After I submit documents, I always get new supplementary information to submit. After I sent in my "bank statement" which the casino said was the only thing I needed to send in, I got back that I had to supplement this with a selfie, where my driver's license is visible in the picture together with their website in the background. Does it all sound weird?

Sincerely,

Fabian

Hej igen,

Stort tack för snabbt svar - inte van vid det i såna här processer. Jag förstår och vet att det kan dröja. Mina misstankar är dock att tid inte spelar roll i detta fall. Efter att jag skickat in dokument får jag alltid nya kompletterande uppgifter att skicka in. Efter att jag skickat in mitt "bank statement" som casinot sa var det enda jag behövde skicka in, fick jag tillbaka att jag var tvungen att komplettera detta med en selfie, där mitt körkort syns på bild tillsammans med deras hemsida i bakgrunden. Allt låter konstigt?

med vänlig hälsning,

fabian

Dear fabianmartinsson1994,

Have you received your withdrawal from the casino yet?

Dear fabianmartinsson1994,

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.