Casinostars - Os ganhos do jogador foram confiscados.

hello,

I would like to file a formal complaint against CasinoStars for the unjustified confiscation of my legitimate winnings.

I participated in the 100% deposit match welcome offer.

I deposited €195.31 and received the same amount as a bonus.

-I met all the established conditions:

-I completed the €1,000 wagering requirement.

-I only played on permitted slots.

-I never exceeded the maximum bet of €3.

-I ended up with a final balance of €683.91, perfectly within the allowed profit limit.

Despite this, the casino confiscated my winnings and left only my initial deposit on the balance.

As justification, they sent me a generic email claiming that my play "was not for entertainment purposes" and that my "history with sister brands" suggested "bonus abuse."

The casino provided no proof, cited no specific clause that was allegedly breached, or presented any evidence of fraudulent activity. All my play was legitimate and in accordance with the promotion's Terms and Conditions.

I consider this to constitute an arbitrary and unjustified confiscation.

I request Casino Guru to review the case and ask the casino to:

Provide concrete evidence or the exact clause that I allegedly breached, or

Please reinstate my legitimate earnings of €683.91.

I attach three screenshots that demonstrate the following:

1️⃣ Withdrawal cancellation and return of only the initial deposit.

2️⃣ Email received from the casino, with no specific reason for the confiscation.

3️⃣ Game History: 36 pages are displayed with bets of €2.80 on an eligible slot, demonstrating that I completed the wager above €1,000 as stated in the terms.

hola,

Quisiera presentar una queja formal contra CasinoStars por la confiscación injustificada de mis ganancias legítimas.

Participé en la oferta de bienvenida 100 % deposit match.

Deposite 195,31 € y recibí la misma cantidad en bono.

-Cumplí todas las condiciones establecidas:

-Completé el requisito de apuesta de 1.000 €.

-Jugué únicamente en slots permitidos.

-Nunca superé la apuesta máxima de 3 €.

-Terminé con un saldo final de 683,91 €, perfectamente dentro del límite de ganancias permitido.

A pesar de ello, el casino confiscó mis ganancias y dejó solo mi depósito inicial en el balance.

Como justificación, me enviaron un correo genérico alegando que mi juego "no fue con propósito de entretenimiento" y que mi "historial en marcas hermanas" sugería "abuso de bono".

El casino no proporcionó ninguna prueba, ni citó una cláusula concreta supuestamente incumplida, ni presentó evidencia de actividad fraudulenta. Todo mi juego fue legítimo y conforme a los Términos y Condiciones de la promoción.

Considero que esto constituye una confiscación arbitraria e injustificada.

Solicito a Casino Guru que revise el caso y pida al casino que:

Presente pruebas concretas o la cláusula exacta que supuestamente incumplí, o bien

Restituya mis ganancias legítimas de 683,91 €.

Adjunto tres capturas que demuestran lo siguiente:

1️⃣ Cancelación del retiro y devolución solo del depósito inicial.

2️⃣ Correo recibido del casino, sin motivo concreto de la confiscación.

3️⃣ Historial de juego: se observan 36 páginas con apuestas de 2,8 € en un slot permitido, demostrando que completé el wager superior a 1.000 € indicado en los términos.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Davidyamal,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem regarding the unjustified confiscation of your winnings from CasinoStars.

In order to assist you further and understand the situation better, could you please provide the following information?

• What date did you attempt to withdraw your winnings?
• Can you confirm whether you have received any previous bonuses or promotions from this casino's sister brands?
• Could you specify which games you played while meeting the wagering requirements?
• Do you have any additional documentation or correspondence with the casino that could support your case? If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Hello, I wanted to let you know that after exposing the casino here and on other platforms, they sent me an email saying they had made a mistake and they made the payment. This proves they were really deliberately trying to steal my money. It's a bad practice that unfortunately works for them, since most users don't know that there are mechanisms to protect our rights and recover our money thanks to platforms like Casino Guru and others. I sincerely thank you for your existence. I hope this helps give my profile more credibility, since I will only expose casinos that I detect are genuinely trying to scam me. Here is the email I received, which shows how they rectified my situation after seeing my professional and implacable behavior with them.

Casino Stars email

Hi there,

We have checked your gameplay history on our sisters brand however we noticed you were not informed about bonus revoke with any statement unfortunately.

Your balance is set accordingly and you may proceed with cashout.

Furthermore please note you are not allowed to claim any deposit bonus of any form of promotion on any of our sisters brand operating under the same license number from now.

Casinostars Team

hola, queria informar que tras exponer el casino tanto aqui como en otras plataformas me envio un mail diciendo que se habian equivocado y me hicieron el pago. Esto demuestra que realmente me estaban intentando robar el dinero de forma deliberada. Es una mala praxis que desgraciadamente les funciona ya que la mayoria de usuarios no sabe que hay mecanismos para proteger nuestros derechos y recuperar el dinero gracias a plataformas como Casino Guru y otras. Les agradezco de todo corazon que existan. Espero que esto ayude a dar mas credibilidad a mi perfil ya que solo voy a exponer casinos que realmente detecte que estan intentando estafar. Aqui les dejo el mail recibido donde queda constancia de como rectificaron tras ver mi coducta profesonial e implacable con ellos>

email de casino stars

Hi there,

We have checked your gameplay history on our sisters brand however we noticed you were not informed about bonus revoke with any statement unfortunately.

Your balance is set accordingly and you may proceed with cashout.

Furthermore please note you are not allowed to claim any deposit bonus of any form of promotion on any of our sisters brand operating under same license number from now.

Casinostars Team

I've also asked them to clarify which sister casinos they are so I can't play there again and they can't confiscate my money again. Do you have any information on this? Or can you help me find out? They tell me in the live chat that they have no information on the matter.

Igualmente les he pedido que me clarifiquen cuales son los casino sisters para no volver a jugar en ellos y asi no me puedan volver a confiscar. TIenen ustedes informacion de esto? O pueden ayudarme a que me lo digan? ya que en el live chat me dicen que no tienen informacion al respecto

Thank you for your reply, Davidyamal.

The only casinos we are currently aware of that are connected to this one are listed in our review here:

https://casino.guru/casinostars-review

However, there may be additional connections we haven’t yet identified.

I completely understand that this situation must have been frustrating. While casinos do have the right to exclude players from bonuses or restrict access to certain services, it’s essential that players are properly informed about such decisions in advance. In your case, it appears that this communication did not take place, which understandably caused confusion.

The good news is that the casino has reviewed your case, acknowledged their mistake, and agreed to return your winnings. Since this has resolved the main issue - confiscated winnings, we’ll consider this complaint closed without further intervention.

Thank you for your patience throughout the process, and I’m glad to see a fair outcome was reached. Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru