888Starz Casino - O levantamento dos prémios dos jogadores está atrasado.

I am writing to formally raise a complaint regarding a withdrawal issue I experienced on 24/12/2024 at 23:20 through 888starz Cash at Asyut, Bani Ghalib (24/7) for an amount of 12,000 EGP. Please find the attached screenshot for your reference.

After submitting the withdrawal request and successfully entering the OTP, I received the code fswe, which I shared with the agent via WhatsApp. However, the agent immediately informed me that there was no pending withdrawal. I then reopened the app and noticed that the withdrawal had been marked as "processed successfully" with Request Nº3076769967, as shown in the attachment.

Given the urgency of this matter, I kindly request your swift assistance. This amount is critical due to a family emergency, and I would greatly appreciate a resolution at the earliest possible time.

My WhatsApp chat attached below

Dear sheriftoukhy,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Th full what’s app conversation with a gent that was shared with the 888stars processing team support

Link full the full whattsapp chat sorry I ha

d to add the link as image I couldn’t otherwise ,

and the Problems is not at the payment system side" as I made the withdrawal and I got the a code I gave it to the agent and when he went to withdraw he told he found no withdrawal , while I got a withdrawal confirmation in my account , NO PAYMENT SYETEM WERE INVOLVED IN THIS WITHDRAWAL ???!!!! (BECAUSE THIS WAS LIVE CHAT REPLY ON ME

As all what 888starz need to do is to check with if this  Withdrawal (Request Nº3076769967) had hit the agent account on the site or not , does this takes 5 days !

If you can start investigating please do as I just got this reply for the scamming soy with a single proof shared

Just to to keep you posted with the update

as this was last feedback received from the site

As this is my reply on there email telling them that the agent is scammer and telling them what occurred

Dear sheriftoukhy,

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.

No update since my last comment and case was not resolved

thanks

Dear sheriftoukhy,

Did the casino ever confirm (their e-mail support) that the person you talked to on WhatsApp is their staff?

Can you also advise if you ever did share any of your login information with the person on WhatsApp?

Please forward the communication in link rather than a screenshot of the link.

Awaiting your response.

Regards,

Nick

This is my personal WhatsApp linked to my wallet, which I’ve used for deposits and transactions. Both this number and my other number are registered under my name. However, the agents always delays transactions on the site and creates issues with withdrawals, leading to frustration. Eventually, they contact you via WhatsApp, claiming to be an agent who can make transactions faster and easier.

I’ve experienced this with many agents on platforms like 1xbet, Betwinner, Melbet, and 888stars.

For example, the withdrawal was processed to the exact wallet address shared in the chat and the same confirmation code is also reflected  in the chat . Additionally, I have another chat on my friend’s phone after he blocked me and this time a voice message—where I told the agent he was a scammer and that I’d lock him out. He responded mockingly, saying, "LOL, all our wallets are not in our names," and told me to "go f*** myself."

I swear I then told him he was stupid because I could get all his real information from the casino since he is a registered agent. In response, he attempted to send me 30% of the original amount as a bribe.

The main issue is that they never addressed what I told them nor asked me anything about the WhatsApp messages I reported.

To prove this scam further, I can share the wallet to which the money was sent (including information about its owner) and show the chat where the agent provided the wallet address and withdrawal code. He tried to make the transaction appear legitimate by transferring 12k to another wallet and sending me a screenshot.

Lastly, I want to note that I use an iPhone 13 Pro Max, which is fully secured. I’ve exported the entire chat and shared it as it is. I swear this is a pure scam

.

Can you tell me how can I attach the WhatsApp exported chat zip file ?

I uploaded the exported WhatsApp chat on drop box and had shared the link the previous reply

Dear sheriftoukhy,

You still did not answer to my questions to my previous post - can you please clarify all those things?

Regards,

Nick

Nick all casino that works in Egypt they have two types of deposit and transfer through agents that are on the site and when you deposit it diverts you to their whattsapp and when i make a withdrawal I must add the gent address and amount and after approval a code is generated that I share with the agent on WhatsApp and give home my wallet I want the withdrwal on and that what I did exactly but the agent the amount with 12k big amount and he didn’t had the cash and when I made complain he tried to compensate me with 6k after telling him that I’ll prison him " at the begging he laughed and told go FCK your self all wallets are not in our name " so I told lol stupid MTF as I’ll get your info from 888starz as they must have your real information since your are a registered agent .

5 minutes after that someone called from the same number and told me that he is sorry as he got scammed as his friend was handling the (deposits and withdrawal and then stole him ) lol which is non sense and he tried to compensate me and sent me 6 k only and what’s funny the proof 888starz gave was a screen shot of the 12k transfer to a random wallet that is not mine nor in my name !!

add is documented in the exported WhatsApp chat I’ve shared with you

I hope this clarity your inquiries and if not please don’t wait 7 days to tell me whats missing 🙂

Thank you sheriftoukhy for all the information provided so far. To further clarify the situation, I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sheriftoukhy,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 888Starz Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 888Starz Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Nope sir I just found that they prevented me from bonuses and promotions after raising this complaint noting the account is open and still active

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 sheriftoukhy,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo

Dear sheriftoukhy,

We have reopened this complaint at the request of 888Starz Casino. We would like to give the case another opportunity to be resolved and support both parties in reaching a satisfactory outcome.

The casino has indicated that your issue may have already been settled. Could you please confirm whether this is correct?

Thank you.

What these scammers did is unbelievable they ignored me all this time and only responded to you "Casino Guru" claiming the issue was resolved! I’m really sorry, sir, but I was literally scammed and ignored for weeks. When I saw your comment, I immediately logged into 888Starz, and nothing was credited these scammers did absolutely nothing.

Hello!

We have carefully reviewed your case. According to our system records, the withdrawal of 12,000 EGP made on December 25, 2024, was successfully processed and credited to the account you provided.

Our team has verified the transaction, and all obligations on our side have been fully completed.

If you still have any questions or require additional clarification, please don’t hesitate to reply — we’ll be happy to assist you further.

Thank you for your understanding and cooperation.

Best regards,

888STARZ Team

Sorry forgot the attach NBE cash sample

And finally, if 888starz can share the name of the wallet provider that executed the transfer, I’ll be able to provide the official mandatory fields and the standard confirmation template used by that provider as I am a banker.

If their goal is to resolve this matter fairly, they should verify the withdrawal transaction details directly with there agent the same exact way they verify deposits by requesting players to share statement print from the transaction history on the wallet app along with a video of him accessing his wallet and opening the claimed transaction and finally providing the missing mandatory fields (This is said in good faith toward 888starz.)

Dear sheriftoukhy,

Thank you for your clarification.

Dear 888Starz Casino,

Regarding the screenshot you provided, it does not sufficiently verify the transaction. It only shows that EGP 12,000 was sent somewhere, but the recipient’s wallet number does not match any of the player’s registered wallet numbers. Could you please clarify this discrepancy?

Thank you.

Hello!

 We have thoroughly reviewed this case once again. According to our internal system records, the payment in question was successfully processed and completed in full accordance with the withdrawal details confirmed at the time of the request.

The screenshot provided earlier was obtained from the payment agent who executed the transaction, and it reflects the confirmation available in the processor’s system at that time.

 As the transaction dates back to December 2024, detailed technical data are no longer available in the payment processor’s system for additional verification.

All obligations on the 888STARZ side were fulfilled, and we therefore consider this matter fully reviewed and closed.

Best regards,

 888STARZ

It’s easy for anyone to claim that a transfer was sent, but when it comes to money, only proof matters. Please show clear evidence that I ever gave you the wallet number you used. My wallet number is the mobile number linked to my wallet, and I never shared the number you claim to have used. I have no idea who that wallet belongs to.

I also asked repeatedly for the exact wallet number or bank details where you say the withdrawal was sent. This is very simple to verify. Under the Central Bank rules, all licensed wallet apps must keep a complete transaction history for three years, so you can easily print the actual transfer record. A transaction less than one year old cannot disappear.

I swear I did not receive any money. The "confirmation" your agent provided is fake. If you had responded to the case earlier and shared real proof, this issue would have been solved long ago but you didn’t because no valid proof exists.

Dear Kubo

i think now it’s clear that this casino are scammers and you saw his non sense reply although what he is claiming that history is gone I told you no way as this is against CBE regulations and I also mentioned if your tell me the wallet bank or MNO that you make the transfer from. Can assist as I am a banker .

Dear 888Starz Casino,

Could you please clarify where the wallet number used for the transaction originated? Was it entered by the player when submitting the withdrawal request? Based on the screenshot provided by the player, the funds indeed appear to have been sent to a different recipient (named Ahmed).

Thank you for your assistance.

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.

Hello,

To proceed with the verification, we kindly ask you to provide a video showing the following:

The wallet to which you requested the withdrawal.

The transaction history for one month, starting from the date your withdrawal request was created.

Please make sure the video clearly displays:

– the full or visible part of the wallet number,

– the date and time,

– all transactions within the specified period.

Once we receive this information, we will be able to continue reviewing your case.

Dear Kubo,

I cannot proceed until you confirm that this request is genuine and not a waste of time. As you saw, they left the case unattended for almost 11 months and only came back two weeks ago, most likely expecting that I would have forgotten about it. Even now, their inquiry is not accurate, and they won’t be able to validate anything based on what they shared.

So Kubo, once you confirm the legitimacy of his request, he will need to ask the correct questions. I will then provide whatever details he requires.

• Wallet number to be reviewed: ?????

• Exact transaction history period: From ????? to ?????

I’m addressing this directly to the 888starz representative.

The strange part is that you’re asking me for the wallet number, the exact date and time, and the full transaction history for a specific period. These are questions you should be asking your own agent. If he had actually given you this information, the case would have been closed immediately and I would have been blamed as the scammer. But the reality is the opposite. Your agent is the one who created this issue, and he already had all the details you’re now asking me for.

Let me explain clearly. In Egypt, mobile wallets must keep a full transaction history for three years under Central Bank rules, so getting the statement for the period you requested is easy. What doesn’t make sense is that you’re asking for the wallet history while you don’t even seem to know which wallet number you’re referring to. I have the full WhatsApp chat with your agent where I told him I made a withdrawal of 12,000, sent him the OTP, and gave him the exact wallet number where I wanted the money to be received.

After all of that, and after the amount was already taken from my casino balance, he still told me, "I don’t see any withdrawal under your ID." This is clearly shown in the chat.

With this message, I’m sharing a video of my wallet showing the full transaction history for the requested period in December 2024. I also exported the entire WhatsApp conversation with your agent the moment the issue happened and uploaded it here, so no one can claim the screenshots were edited or changed.

If someone had taken two minutes to check the case history and the evidence already submitted, you would have seen everything before sending me the same standard reply.

Dear User,

We kindly ask you to provide a screen recording of your wallet, showing:

The wallet address to which the withdrawal was requested,

The complete transaction history for the entire 30 days following your withdrawal request, not only for December,

The history must clearly display all incoming and outgoing transactions during that period.

Thank you for your cooperation.

Best regards,

888Starz Team

Already shared it in the comment before the Dropbox link and it shows the wallet address and the history or regiment 2024 please check before commenting for once as I had sure this and the WhatsApp chat 8 months ago but you never bothered but now you just trying to find a way out as all what you are requesting should me requested from the sender (your agent ) and not the receiver lol

as I mentioned I want give you a chance and I have provided what you have requested in the attached comment

Dear User,

Thank you for your message. However, the video you provided covers the period from December 1 to December 31, while your withdrawal request was made on December 24.

As previously requested, we require a full 31-day transaction history starting from the date of the withdrawal request — that is, from December 24 to January 24.

Please provide a screen recording of your wallet that clearly shows:

the wallet address to which the withdrawal was requested,

all incoming and outgoing transactions within the period 24 December → 24 January.

Thank you for your cooperation.

Best regards,

888Starz Team

888STARZ I can’t here your voice

Hello,

Thank you for your reply. The statement you previously provided was issued for a different account, and unfortunately, we cannot use it for verification.

We kindly ask you to provide the correct information for the account 01098760235.

Please send us:

A screen-recorded video statement showing the full transaction history

For the period 01.12.2024 – 31.01.2025

The video must clearly show the account number and all incoming/outgoing transactions

Additionally, please attach an electronic statement (PDF) for the same period

We kindly ask you to provide these documents within 7 days so we can continue processing your case.

Thank you for your cooperation.

Best regards,

888Starz Team

Dear Kubo,

Please step in here because this has gone too far. They are now claiming that I said 010014076780 is my number, which is not true.

You are the ones who shared a fake screenshot with a random number. Only the amount was correct. I already explained that the receipt is fake and that the wallet number in it belongs to someone named Ahmed. I even tested it by sending one Egyptian pound and shared the screenshot.

I attached again the full chat with your agent from your deposit page. I made several deposits and one small withdrawal with him. The problem started only after I made the twelve thousand withdrawal and he scammed me.

I do not understand how you can ask questions but claim your agent has no chat history with me and cannot retrieve any transactions. He is the only person in Egypt whose history is suddenly deleted, even though this goes against Central Bank rules.

I have already provided everything. I shared the chat screenshots with the wallet number and the withdrawal pin. I shared the full chat export. I also proved the real owner of the wallet you sent me compared to the owner of the wallet I used.

At this point the situation is clear. You can either pay what you owe me or continue ignoring the facts and scamming your players.

Dear 888Starz Casino,

You continue to disregard the questions raised in this case. To date, you have not provided any explanation as to why the funds were sent to an individual named Ahmed instead of the player, nor have you clarified the origin of the wallet address to which the funds were transferred.

The player states that he has no access to the wallet you claim belongs to him. If you maintain that this wallet is indeed under the player’s control, please provide concrete evidence supporting this claim.

You may submit the documentation directly here in the thread or, if preferred, send it to my email address at jakub.m@casino.guru.

Thank you.

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.

The investigation is still ongoing. According to the agent’s confirmation, the funds were successfully received by the player.

The wallet used is insured by the central bank, which guarantees correct crediting of funds even in cases of temporary restrictions or blocking.

We will provide an update once the review is completed.

Sorry but what you are saying makes no sense your agent who scammed me will never provide proof for anything and you already saw what your agent was able to provide you with all the documents screenshots and videos you’ve requested me so you can easily ask him any documentation but unfortunately you still chose to rely on your agent word as confirmation "very weird "

Dear sheriftoukhy,

Dear 888Starz Casino,

Despite our repeated requests, we have not received any information that would help move this case toward a resolution. Under these circumstances, there is unfortunately no basis for continuing the complaint resolution process.

As a result, we have no option but to close the complaint once again as unresolved.

Thank you for your understanding, and I’m sorry that we could not provide a more favorable outcome. If you encounter other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo