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

I’m struggling to withdraw my money.

I played 40x the Bonus as requested, then I asked for the first withdraw.

That one is pending since KYC verification.

I sent all the stuff requested but I don’t receive emails from their financial dept so I got to ask everytime for news at the live chat.

Now it seems KYC is ok.

Then they told me that:

Dear player, don't worry! Your game session has been sent to the game provider for a check. As soon as we receive a response from the gaming provider regarding your gaming session and rates, we will immediately notify you by email. 

Verification takes 3-14 business days.

I’m really worried as I never had such experience.

Dear Pinkman777,

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

They repeat me:

Please do not worry. Once the additional check is completed, your withdrawal request will be processed. 

An additional check is carried out in accordance with paragraph of the rules 2.4.1 of the project: 

2.4.1. The finance department may postpone processing a withdrawal request due to additional verification. 

-

Please do not worry. This is a standard game session check. You will be notified by mail when the check ends.

I don’t receive any mails from them since day one and got to ask everytime to live chat.

I’m a bit worried

The complaint can be closed as the balance has been replayed while waiting for payment.

There's no point in making it public.

Si può chiudere il reclamo in quanto in attesa del pagamento il saldo è stato rigiocato.

Inutile renderlo pubblico.

I am sorry to hear that. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am 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.