Starzino Casino - O pedido de saque do jogador está atrasado e não foi processado.

My €1,600 withdrawal was returned to Starzino (after I confirmed if it was possible with starzino) by my crypto exchange (Coinmerce) due to the Travel Rule. Coinmerce confirmed the return with TXID and written proof. I provided all evidence to the casino, but Starzino refuses to credit the funds back to my account. They keep delaying, giving inconsistent answers, and will not disclose their payment provider. The money clearly returned to them, but they have held it for weeks. I request mediation so Starzino returns my €1,600.

Ticket ID: H48I96

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starzino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Is your player's account verified?
• Could you please share with me your communication with the casino regarding refusing to acknowledge the return of the funds? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good afternoon Tomas,

My account is still accessible and I don't think I needed to verify my account on the website. I have forwarded the mail and chat conversations I had

Hi Tomas,

Could you maybe give me an update on the case? Hope you achieve some progress.

Kind regards,

Rob

Dear Rvb_033,

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, Stefan (stefan.m@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,

Tomas

Dear Rvb_033,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Starzino Casino to join this conversation and assist in addressing the complaint.

Dear Starzino Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,

We would like to inform that following the required review process with the payment provider — which may take up to 2 months, and about which the player was previously informed — the funds have now been successfully returned to casino account on March 17.

Kind regards,

Starzino Team

Dear Rvb_033,

Could you please confirm this information? Can we consider this case as resolved and close it accordingly?

I look forward to your response.

Good afternoon,

I did received 1200 euro's back indeed, although the total amount was 1600 euro. So I'm still missing 400.

Kind regards,

Rob

Hello Rvb_033,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Starzino Casino,

Could you please inform us why the player was credited only with the partial amount of 1200€?

We look forward to your response.

Hello,

Thank you for the opportunity to clarify this case.

We want to emphasize that we do not manually adjust or return funds to a player’s balance, nor do we intentionally reduce any amounts. All such operations are processed automatically by the system in accordance with the applicable exchange rates at the time of the transaction.

In this particular case, the player’s account is held in EUR, while the withdrawal was made in cryptocurrency (XRP). On the specified date, the player withdrew 998.620631 XRP. Based on the cryptocurrency exchange rate as of January 25, 2026, where 1 XRP was approximately 1.60–1.65 EUR, the equivalent value at the time of withdrawal was around 1,600 EUR.

Subsequently, the funds were successfully returned to the player’s balance on March 17, 2026, in the amount of 998.620631 XRP, calculated according to the актуальный exchange rate at the time of the return.

All transactions were processed correctly and in line with system calculations and exchange rate fluctuations.

Dear Starzino Casino,

Thank you for your response and explanation.

Dear Rvb_033,

I understand that this situation must be frustrating for you. However, after reviewing the case, we have to agree with the casino’s position. The delay was caused by a review conducted by the payment provider, and therefore it cannot be attributed to the casino.

Additionally, please note that cryptocurrency values are subject to fluctuation, and over a period of two months, the value of your withdrawal could have significantly decreased or increased.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru