Stelario Casino - Рахунок гравця закрито, а виграш конфісковано.

Hello, I need help.

My account was just deleted, and I had a balance of about €4500.

This is the reason given:

Customers are not allowed to use strategies while playing with an active bonus (bonus abuse). If strategies are used, the management reserves the right to cancel all of the player's winnings.

- Delaying game rounds in any game, including free spins and bonus features, for a later time when you do not have wagering requirements.

Due to the violations found, your balance has been canceled, and your account has been closed without the right to reopen it. According to the project’s rules, you are prohibited from playing on this site. The casino is not responsible if you open a new account or for any losses you may incur after opening a new account. We reserve the right to terminate any account created in violation of these rules at any time.

I honestly have no idea what I did wrong and don't understand what I am accused of. What can I do now?

Looking forward to your response.

Hallo , Ich benötige Hilfe.

Mein Konto wurde soeben gelöscht ich hatte ein Guthaben von ca 4500€.

Das ist die Begründung:

Kunden dürfen beim Spielen mit einem aktiven Bonus keine Strategien anwenden (Bonusmissbrauch). Bei der Verwendung von Strategien behält sich die Verwaltung das Recht vor, die gesamten Gewinne des Spielers zu stornieren.

- Verschieben von Spielrunden in jedem Spiel, einschließlich Freispielen und Bonusfunktionen, auf einen späteren Zeitpunkt, wenn Sie keine Wettanforderungen haben.

Aufgrund der festgestellten Verstöße wurde Ihr Guthaben storniert und Ihr Konto ohne das Recht auf Wiedereröffnung geschlossen. Gemäß den Regeln des Projekts ist es Ihnen verboten, auf dieser Website zu spielen. Das Casino ist nicht dafür verantwortlich, dass Sie ein neues Konto eröffnen, und für etwaige Verluste, die Ihnen nach der Eröffnung eines neuen Kontos entstehen können. Wir behalten uns das Recht vor, ein unter Verstoß gegen diese Regeln erstelltes Konto jederzeit zu kündigen.

Ich bin mir echt keiner Schuld bewusst und verstehe ehrlich gesagt auch nicht was ich falsch gemacht haben soll.

Was kann ich jetzt machen?

Antworten

Dear carsten491,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the link to the bonus you played with?

What games did you play?

Did you leave any bonus rounds or free spins unfinished while your bonus was active, and then return to them later?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

I don't have the link to the bonus, and unfortunately I can't say which one it is or whether I left bonus rounds or free spins unfinished while the bonus was active and came back to them later, since I can no longer log into my account and thus track this.

I passed the verification completely.

Received a payout of my balance of 500€.

But my remaining balance of €4,500 is now gone. Which I absolutely cannot understand.

Thank you for your efforts and help.

Hallo,

Den Link zu den Bonus habe ich nicht , genauso kann ich leider nicht mehr sagen um welchen es sich handelt und ob ich Bonusrunden oder Freispiele unvollendet gelassen habe, während der Bonus aktiv war, und später darauf zurückgekommen bin, da ich mich ja nicht mehr in mein Konto einloggen kann, und so dies nachvollziehen könnte.

Die Verifizierung habe ich komplett bestanden.

Eine Auszahlung meines Guthabens von 500€ erhalten.

Mein Restbetrag von 4500€ ist aber nun weg. Was ich absolut nicht verstehen kann.

Danke für Ihre Mühen und Hilfe .

Hello, I just thought of something else.

Because I am accused of bonus abuse.

I declined every suggested bonus on every deposit.

That doesn't really fit with the accusations, does it?

Greetings Carsten

Guten Tag, mir ist noch etwas eingefallen.

Da mir ja Bonusmissbrauch vorgeworfen wird.

Ich habe bei jeder Einzahlung jeglichen vorgeschlagen Bonus abgelehnt.

Das passt ja dann auch irgendwie nicht zu den Anschuldigungen oder?

Gruß Carsten

Thank you very much, carsten491, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello carsten491,

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

Thank you

Vielen Dank

Dear Michal,

We have reviewed the user's situation again and made decisions to refund the debited amount as well as to reopen the account. 

Dear carsten491,

We would like to inform you that your account has been reopened and the amount of 4834.33 EUR has been credited to your game account. We would also like to point out that the entire amount is available for withdrawal at the moment.

We sincerely apologize for any inconvenience. 

Regards, 

Stelario Casino Risk Department

Thank you for your great support

Danke für eure grandios Unterstützung

Thank you for your cooperation in reassessing the player's account and for correcting what seems to be just a misunderstanding, Stelario team.

Dear carsten491,

I'm glad the situation concerning your account was reassessed and that your winnings have been re-credited to your account. I hope you will continue enjoying the casino. Please let me know if I can assist you with anything else or if I can proceed to close your complaint as resolved.

Dear carsten491,

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.

The player has not yet replied to our most recent inquiry; however, it is presumed that the issue has been effectively resolved. The casino team has verified that the winnings have been reinstated to the player's account. Therefore, we regard this complaint as successfully addressed. We will proceed to mark it as "resolved" in our records. I would like to express my gratitude to both parties for their collaboration. Should you experience any difficulties with this or any other casino in the future, please feel free to reach out to us, carsten491.

We are here to assist you.

Best regards,  

Michal  

Casino Guru.