888Starz Casino - O jogador afirma que o seu pagamento foi atrasado.

I have been trying to withdraw 118 EUR for several days. My requests are repeatedly 'Approved' and then manually 'Rejected' by the operator with vague excuses like 'technical issues' and 'payment processing error'. I have provided all documents, and my initial deposit was made via the same system. The casino is intentionally stalling the payment and even threatened to block my email when I complained. I have already contacted the licensing authority (Antillephone), but the casino continues to manipulate the withdrawal status.

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Dear Naudiooo,

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

Update: The casino is now just sending automated responses, telling me to 'create a withdrawal request later' without addressing my request for a bank transfer or explaining why previous approved withdrawals were canceled. They are clearly avoiding the payout.

Update: It has been exactly one week since my first withdrawal attempt on May 1st. The casino is still completely ignoring my emails and has not processed my manual SEPA request, despite me providing all IBAN/SWIFT details. They are even sending me promotional 'reload bonuses' while withholding my funds. I am still waiting for any official response regarding my 118.02 EUR

I just spoke with support again. They admitted to 'technical problems' but refused to process the manual SEPA transfer I requested weeks ago. Instead, they suggested I deposit MORE money via another system to 'verify' it, which I refused. They are now just repeating the same scripts. Please see the attached chat logs.

The casino support is now sending generic replies (Ticket #TKNBWF) suggesting I use cryptocurrency. This is unacceptable as I have already followed their previous instructions to verify my Mastercard with a new deposit, which was also rejected multiple times. They are providing no real solution to the technical errors on their end

The casino has now officially admitted in an email (Ticket #TKNBWF) that they are experiencing 'temporary difficulties' with their payment system. Despite this, they still offer no solution other than cryptocurrency, which I cannot use. They are acknowledging the fault is on their end but still refusing to process my withdrawal to my verified card or via SEPA

Dear Naudiooo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

​Thank you for stepping in. Unfortunately, the withdrawal has NOT been received, and the casino continues to reject my payout requests.

​There have been significant developments:

​After following the casino's strict instructions to deposit and verify my Mastercard (Swedbank), my withdrawal requests on that verified method were still repeatedly rejected with 'Operator error'.

​I have recently received an email from the casino's support team (Ticket ID: #TKNBWF) where they officially admit to experiencing "temporary difficulties with their payment system".

​Despite admitting the issue is entirely on their end, they refuse to offer a standard solution (like a manual SEPA bank transfer) and are continuously pressuring me to use cryptocurrency instead. I do not use cryptocurrency, and I should not be forced to change my payment methods due to technical failures on their part.

​The funds (€118) are still sitting in my casino account, and the casino is stalling. I kindly request your assistance in pushing the casino to process the payout to my verified Mastercard or via a direct bank transfer.

​Thank you for your support.

Dear Naudiooo, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Thank you for your response. Here are the clear answers to your questions:

​No, I have never made any successful withdrawals before. This is my very first withdrawal request as I am a new customer.

​Yes, my account is fully KYC verified and all documents have been approved. Additionally, I followed the casino's instructions to deposit and verify my Mastercard (Swedbank).

​No, I did not use any bonus. My winnings were accumulated without any active bonuses.

​I mainly played slots. I only placed a sports bet because the casino support explicitly told me that I had to wager/turn over my funds before I could withdraw.

​I will forward the complete email chain (including where the casino admits to their payment system difficulties) to your email at karla.m@casino.guru right away.

​Thank you for your help in resolving this matter.

Dear Naudiooo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 888Starz Casino representative to join this conversation.

Dear 888Starz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your message.

Please note that the case is currently under review by the relevant team. We are carefully checking all the details and will get back with an update as soon as possible.

We appreciate your patience.

Kind regards,

888STARZ Team

Dear 888Starz Casino,

Thank you for the update.

I understand that the case is currently under review. Once the review has been completed, please send any relevant evidence or findings supporting your decision to barbora.p@casino.guru so that we can assess the matter accordingly.

Thank you for your cooperation.

Hello Barbara,

Thank you for your message.

We have sent the requested information to your email address and are currently awaiting your feedback following its review.

Kind regards,

888STARZ Team

Dear 888Starz Casino,

Thank you for your response.

I have sent you an email requesting additional information regarding this matter and will await your reply.

Thank you for your cooperation.

Hello Barbara,

Thank you for your message.

The requested information has already been provided to you via email. At this stage, we are awaiting your feedback .

Dear player,

I have received additional information from the casino regarding your case.

According to the casino, the withdrawal requests were declined by the payment system due to a rejection by the issuing bank. They have advised you to contact your bank directly to verify whether any incoming transactions were rejected.

The casino has also informed me that the withdrawal method previously used is currently unavailable and that an alternative withdrawal method may need to be used.

Furthermore, the casino indicated that account verification must be completed before a new withdrawal request can be submitted. Since you previously stated that your account had already been verified, could you please clarify your current verification status? Have you received any recent requests for additional verification documents?

I look forward to your reply.

Hello Barbora, thank you for the update. 

1. Regarding the verification status: My account was fully verified (KYC completed) a long time ago. I have already forwarded all the screenshots and email proof to Karla earlier in this complaint thread, confirming that my profile status was approved. I have NOT received any recent or new requests for additional documents from the casino. This sudden claim that I need verification is just a standard delaying tactic from their side.

2. Regarding the bank rejection: This is completely false. The casino's own support team previously sent me official emails stating that the withdrawals failed due to "temporary difficulties with our payment system" and "Operator error". My bank has never received or rejected any incoming transactions from them.

3. Regarding the withdrawal method: I am fully ready to use an alternative withdrawal method to get my 118 EUR, but the casino must first stop making false claims about my verification status and allow me to make a withdrawal.

Thank you for your assistance in moving this case forward!

Dear 888Starz Casino,

The player has confirmed that they are willing to use an alternative withdrawal method in order to receive the funds.

Could you please clarify what options are currently available to the player and what specific steps they need to take to successfully withdraw the remaining balance?

As the previous withdrawal method is reportedly unavailable, I would appreciate if you could provide clear instructions on how the player may proceed with the withdrawal.

I look forward to your reply.

Dear Barbora,

Thank you for your message.

The player may either try submitting a new withdrawal request at a later time or use one of the currently available cryptocurrency withdrawal methods.

At the moment, withdrawals are available via:

Tether (USDT) on TRON

Tether (USDT) on BSC

Ethereum (ETH)

Binance Coin (BNB) on BSC

Should the player choose one of these methods, they may proceed with a withdrawal using the corresponding available option in their account.

Hello Barbora, thank you for the update. 

I want to emphasize that I deposited real money using standard payment methods, and I expect to receive my winnings the exact same way. I do not use cryptocurrency, I do not understand it, and forcing a player to open a crypto wallet just to get a legitimate payout is deeply misleading – especially since the casino app still falsely claims that bank withdrawals are fully available to everyone. 

I do not have a crypto wallet and I will not create one. Since the casino states that alternative options can be used, I request my 118 EUR to be paid out either via Skrill (which I use) or through a manual SEPA bank transfer to my Swedbank account. The casino has all my verified details and they are fully capable of processing a standard manual transfer if they want to remain a reputable platform.

Thank you for your help in resolving this.

Dear 888Starz Casino,

The player has stated that they do not use cryptocurrency and would prefer to receive their funds via a standard withdrawal method.

Could you please clarify whether it would be possible to process the withdrawal via Skrill or a manual SEPA bank transfer? If neither option is available, please explain whether there are any other non-cryptocurrency withdrawal methods currently available to the player.

I look forward to your reply.

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 Barbora,

Thank you for your message.

Unfortunately, there are currently no alternative non-cryptocurrency withdrawal methods available for this player.

At the moment, the available withdrawal options are limited to the cryptocurrency methods previously listed. If the player does not wish to use cryptocurrency, we kindly recommend waiting and trying to submit a new withdrawal request at a later time.

Thank you for your understanding.

Kind regards,

888STARZ Team

Dear 888Starz Casino,

Thank you for your response.

Could you please clarify whether the inability to withdraw via the player's original payment method is a temporary issue or a permanent restriction?

If it is temporary, could you please provide an estimated timeframe for when the player may reasonably expect to submit a successful withdrawal request using a non-cryptocurrency payment method?

Additionally, could you please explain why a manual bank transfer or Skrill withdrawal cannot be offered in this case, considering that the player has stated they do not use cryptocurrency and has expressed their willingness to use another standard payment method?

I look forward to your reply.

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 Barbora,

Thank you for your message regarding the player.

The withdrawal method used by the player is temporarily unavailable. Please note that the timing for when it becomes available again depends on external factors beyond our control. We recommend that the player either try submitting a new withdrawal request at a later time or use one of the alternative withdrawal methods currently available.

We appreciate your understanding.

Kind regards,

888STARZ Team

Dear 888Starz Casino,

Thank you for your reply.

I understand that the player's original withdrawal method is temporarily unavailable. However, I'm still struggling to understand what the player's realistic options are in this situation.

Since the player deposited using a standard payment method and does not use cryptocurrency, could you please clarify why a manual bank transfer or another non-cryptocurrency withdrawal method cannot be arranged?

If this issue is only temporary, could you also provide at least an approximate timeframe for when the original withdrawal method is expected to become available again? I appreciate that this may depend on external factors, but at the moment the player is essentially being asked to wait without any indication of how long that might be.

Without a timeframe or a reasonable non-cryptocurrency alternative, it will be difficult for us to determine whether asking the player to continue waiting is justified.

Thank you in advance for your clarification.

Dear Barbora,

Thank you for your message regarding the player.

We understand that the player prefers to receive their funds via a standard withdrawal method and does not wish to use cryptocurrency. At the moment, the original withdrawal method is temporarily unavailable due to factors beyond our control.

We kindly recommend that the player either try submitting a new withdrawal request at a later time or use one of the currently available alternative withdrawal methods.

We appreciate your understanding and patience.

Kind regards,

888STARZ Team

Dear Barbora,

We would like to provide an update regarding the player’s withdrawal request. The withdrawal methods previously used by the player are now available again. We recommend the player to submit a new withdrawal request using these methods.

Thank you. I have submitted a new withdrawal request for 118 EUR to my bank card/account. The request is currently marked as 'Approved' and 'Processing'. I am waiting for the funds to arrive in my bank account and will update this thread as soon as the money is received."

Dear player,

I'm glad to hear that you were finally able to submit a new withdrawal request using your preferred payment method.

For now, let's wait for the payment to reach your bank account. Please let us know as soon as you receive the funds or if you encounter any further issues with the withdrawal.

I look forward to your update.

Unfortunately, the withdrawal request was rejected shortly after submitting it. The error message states: 'Operator rejected. (Payment processing error)'. As seen in the attached screenshot, the withdrawal method is still not working, despite the casino's claim that it was restored.