Stelario Casino - A retirada de tokens pelos jogadores é restrita.

Dear Casino Guru Team,

I'm talking about Casino Stelario. I deposit regularly at these casinos and actively play on their site. I've certainly made a withdrawal or two here. Stelario Casino offers rakeback in the form of Stelario tokens. In other words: By making deposits and actively playing, you can increase your stakes and thus stake the tokens, which you can then withdraw at the end, but which in turn has a wagering requirement of 3x. For me, this clearly indicates cashback. I received an email on July 29, 2025, at 4:38 PM informing me about the token restriction. I have absolutely no understanding of this, because it states: "If you would like to restore the option to withdraw tokens, we recommend:

– Regular deposits into your account.

- Active participation in games with the deposited amounts."

I actively play on the site and deposit regularly. I've counted my deposits and withdrawals. My total deposits are €11,173. My withdrawals are €9,076.

How can I get a withdrawal limit?

I would like a clear statement from Stelario Casino as to why this decision was made. In my opinion, it borders on "fraud and scam."

Liebes Casino Guru Team, 

Mir geht’s um das Casino Stelario. Ich zahle bei diesen Casinos regelmäßig ein und spiele aktiv auf deren Seite. Sicherlich habe ich hier die ein oder andere Auszahlung getätigt. Das Stelario Casino bietet ein Rakeback in Form von Stelario-Token. Sprich: Durch Einzahlungen und aktives Spielen kann man die Stellbeträge erhöhen und dadurch die Token staken, was man am Ende auszahlen kann was wiederum aber eine Umsatzbedingung von 3x hat. Spricht für mich ein klares Cashback. Mir wurde am 29.07.2025 um 16:38Uhr mit einer E-Mail über die Einschränkung der Token mitgeteilt. Ich habe absolut kein Verständnis dafür, denn es steht drin: „Wenn Sie die Möglichkeit zur Token-Auszahlung wiederherstellen möchten, empfehlen wir:

– Regelmäßige Einzahlungen auf Ihr Konto. 

- Aktive Teilnahme an Spielen mit den eingezahlten Beträgen."

Ich spiele aktiv auf der Seite und zahle regelmäßig ein. Ich habe meine Einzahlungen so wie Auszahlungen nachgezählt. Komme auf eine Summe von 11.173 € von Einzahlungen. Auszahlung liegt bei 9.076 €

Wie kann es sein, dass ich ein Auszahlungs-Limit erhalte?

Ich möchte eine klare Stellungnahme vom Stelario-Casino, warum es zu dieser Entscheidung gekommen ist. Denn es grenzt sich in meinen Augen nach „Betrug + Scam". 

Hello,

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

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

• Have you contacted casino support to clarify the decision?
• Could you please describe your recent activity in the online casino? When was the last time you made deposits, played, or made withdrawals?
• Could you please share with me your communication with the casino regarding the decision and subsequent discussion? 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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Casino Guru Team,

Have you contacted casino support to clarify the decision?

I wrote to the casino and the answer is:

– Regular deposits into your account.

- Active participation in games with the deposited amounts."

Can you please describe your recent online casino activity? When was the last time you made deposits, played, or made withdrawals?

The pictures show you the deposits and withdrawals for the whole of July.

Could you please share your communication with the casino regarding the decision and the subsequent discussion? Send emails or chat transcripts to my email address. , or post screenshots here

I've written to live support, and they keep replying. I have to write to the department, but I always get the same answer.

Hallo Casino Guru Team,

Haben Sie den Casino-Support kontaktiert, um die Entscheidung zu klären?

Ich habe das Casino angeschrieben und die Antwort lautet:

– Regelmäßige Einzahlungen auf Ihr Konto.

- Aktive Teilnahme an Spielen mit den eingezahlten Beträgen."

Können Sie bitte Ihre letzten Aktivitäten im Online-Casino beschreiben? Wann haben Sie das letzte Mal Einzahlungen getätigt, gespielt oder Auszahlungen vorgenommen?

Anhand der Bilder können Sie die Einzahlung so wie Auszahlung von den ganzen Juli sehen.

Könnten Sie mir bitte Ihre Kommunikation mit dem Casino bezüglich der Entscheidung und der anschließenden Diskussion mitteilen? Senden Sie E-Mails oder Chat-Transkripte an meine E-Mail-Adresse tomas@casino.guru , oder posten Sie Screenshots hier

Habe mit dem Live Support geschrieben, sie antworten immer wieder ich muss mit der Abteilung schreiben, aber von denen erhalte ich immer die selbe Antwort.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Ronnie for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stelario Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

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.

Dear Peter and Ronnie,

We apologize for the delay in our response. We will review case in detail and get back to you with an update as soon as possible.

Best regards,

Stelario Casino Team

Dear Peter, 

We appreciate your patience while we reviewed this case in detail. As outlined in Section 17 of our Terms, the STEL Token loyalty program is discretionary and subject to specific activity-based criteria:

17.2: Tokens are granted at the sole discretion of Stelario, are not guaranteed, and may be adjusted or revoked based on the program’s terms.

17.3: User activity is evaluated according to deposit-to-withdrawal ratios, frequency of deposits, and overall engagement within the Trueplay Widget, and the casino reserves the right to restrict token withdrawals based on these metrics.

17.10: Withdrawal of STEL Tokens may be temporarily suspended in cases of suspicious activity or other program-related grounds.

Following our review, we note that the deposit and withdrawal figures stated by the player in this thread do not accurately reflect their actual account history. While we will not disclose confidential numbers, we can confirm that the real deposit-to-withdrawal ratio differs significantly from the one presented publicly, and this ratio is a key factor under Section 17.3.

At present, the STEL Token withdrawal functionality remains restricted in line with the above Terms. However, we will continue to monitor the account’s activity, and depending on future engagement patterns, the availability of the Trueplay Widget withdrawal feature may be reconsidered.

Best regards,

Stelario Casino Team

Thank you for the update Stelario Casino representative. Would it be possible to provide me with any information regarding the player's history and why the STEL tokens were revoked? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We have sent you additional information regarding this case to your email address.

Best regards,

Stelario Casino Team

Thank you for the clarification Stelario Casino representative. I have responded to your email, and I await your response!

Dear Ronnie, I will keep you updated about any new developments. Thank you in advance for your patience!

Dear Peter,

Thank you very much for your support and I will continue to patiently wait for news. 🙂

Lieber Peter,

Ich bedanke mich schon mal recht herzlich für Ihre Unterstützung und werde weiterhin geduldig auf Neuigkeiten warten. 🙂

Dear Peter,

We have responded to your email with the requested information.

Best regards,

Stelario Casino Team

Thank you for providing me with the information Stelario Casino representative.

Dear Ronnie, the casino has provided me with your transaction history, which shows your real deposits and withdrawals. As your overall balance remains net positive, the tokens have been restricted according to the casino's policies. Bonuses are not guaranteed entitlements and may be withheld or revoked at the casino’s discretion. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter