Stellar Spins Casino - プレーヤーのアカウントはロックされており、出金が保留されています。

Hi i really need some help !

i was playing stella spins regularly depositing and withdrawing with no problem, i was able to get my balance to up to 15,000, withdrew 2000 which worked but had to wait a week before i could withdraw more due to weekly limits.

i retuned a week later to withdraw but i could no longer log in.

i talked to support through their support chat and i was assured this was a normal security check and to come back in 12- 24 hours and it should be fine.

i came back 24 hours later and was told to wait 72 hours

i came 72 hours later and chat said to please allow more time.

i came back 24 hours and was again told to wait more time with no explanation . they would also close the chat instantly after they said that so i could not reply.

it has now been over 146 hours i have been locked our of my account with no explanation and no help.

chat now just closes my chat and says the can not privey the situation. no idea what that means

please please help me get my money from these scammers

Dear Dandanflah,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stellar Spins 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?
• 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 bonuses?
• If there is any relevant recent communication, please forward it to my email at tomas@casino.guru 

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

Hi tomas thank you for the reply.

i was a player for about 3 weeks and had withdrawn 4 times before successfully, i reached the 10,000 a week limit so i waited 4 days to withdraw again i withdrew on the 30th account said technical error on the 31st November have been locked out for a week.

i played a variety of games , slots , live games and casino games.

i forfeited the bonus as i am well aware of their terms and conditions and how casinos use bouse to lock money up i followed everything by the rules.

i have tried using their contact support options , the number they provide is disconnected. , they do not give you a direct email you have to reply through the site , i have added a screen shot of latest message and the only two emails i have received back from them.

when i talk to support online they used to say this was normal and to wait 24 hours now when i ask for update they just say to wait and instantly close the chat also added screen shot below.

i would also like to add that the account does not say disabled when i try to log in it just said technical error.

regards DA'NELLE

tried to contact casino again today and was ignored , its impossible to get answers from this casino 🙁

Thank you very much, Dandanflah, 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.  

they said they would call me gave me a specific day but no time , waited all day for call and now my emails are being ignored again .

Hello, Dandanflah,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Stellar Spins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Stellar Spins Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What a technical issue is it about? Where is the problem? Can you help us to resolve it? What steps should the player take to unblock the account and withdraw the disputed winnings? We would highly appreciate clear information and clarification.

If it suits you better, feel free to use my email to reply (branislav.b@casino.guru).

Thank you in advance for providing the information.

now they send email saying i missed their call..... a week after they aid they would call , this casino is such a scam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dandanflah,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or updates, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru