Starda Casino - A retirada do jogador foi adiada.

Advertisement

Status of complaint:

Unanswered

I requested a withdrawal on 12/06/2023 on the starda.casino platform, when at 10 AM an email was sent stating that the transaction had been accepted, and that the deposit would soon be made.

However, the deposit was not made.

I contacted them once, they told me that the deadline to make the deposit would be 3 days, I waited, but to no avail.

On the third day, I contacted them again, they told me that this information was incorrect.

This amount should have been credited within 24 hours, as a withdrawal via pix should take a maximum of 24 hours to be processed.

I sent them my bank statement, proving that this amount was not deposited into my account, and they asked me to wait another 2 days, only to eventually send me an email, stating that yes, the deposit had indeed been made, with a proof attached.

This proof is an edited letter, with my details and the sender's details, with the deposit amount and such, but it does not contain the transaction details.

If the deposit has truly been made, I need the transaction details to be able to claim it from my bank, but they are adamant about not sending it to me.

They are dismissive.

I'm extremely disappointed, I really like the platform, for its variety and such, but I'm feeling wronged.

I contact the platform every day, and they tell me that I need to wait for an email response, but they do not give me a waiting period. Today marks the 8th day of my issue, and I don't feel that they're doing anything to help me resolve the problem.

Publicidade

Status da reclamação:

Não respondida

Solicitei uma retirada no dia 06/12/2023 na plataforma starda.casino, quando foi 10 horas da manhã foi enviado um e-mail que a transação foi aceita, e que em breve seria feito o depósito.

Enfim o depósito não foi feito.

Entrei em contato uma vez, me disseram que o prazo para ser feito o depósito era de 3 dias, aguardei e nada.

No terceiro dia, entrei em contato novamente, me disseram que essa informação estava errada

Que esse valor deveria ter sido creditado em 24 horas, pois a retirada via pix é no máximo 24 horas para o dinheiro cair.

Enviei o meu extrato bancário pra eles, comprovando que esse valor não caiu na minha conta, e me fizeram aguardar mais 2 dias, pra no final me enviarem um e-mail, dizendo que foi sim, feito o depósito, Com um comprovante em anexo.

Esse comprovante, é uma carta editada, com os meus dados e os dados do remetente, com o valor do depósito e tals, mas não consta os dados da transação.

Se realmente foi feito o depósito, eu preciso dos dados da transferência pra poder revindicar no meu banco, porém eles não querem de forma alguma me enviar.

Fazem descaso.

Estou extremamente decepcionada, eu gosto muito da plataforma, pelas variedades e tal, mas estou me sentindo lesada.

Entro em contato com a plataforma todos os dias, e me dizem que preciso esperar, a resposta no e-mail, mas não me dão um prazo de espera. Hoje se completa 8 dias do meu problema, e não sinto que estão fazendo por onde me ajudar na resolução do problema.

Hello Nayney,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Strada Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi. Yes, my account has been verified since 11/16, which was also the date of my first withdrawal.

This pending withdrawal would be the third withdrawal. In the other two, I didn't have any problems.

I accumulated my funds with real money. I had made a deposit of R$300.00 on the same day, without acquiring bonuses.

The last time I talked about the casino, it was yesterday 12/14, I talk to him every day after the incident, to find out how my request is going, and my only answer is that I need to wait for the payment system. No deadline.

Oi. Sim, a minha conta é verificada, desde 16/11, que foi também a data do meu primeiro saque.

Esse saque que está pendente, seria o terceiro saque. Nos outros dois, não tive nenhum tipo de problema.

Acumulei meus fundos com dinheiro real. Eu havia feito um depósito de R$ 300,00 no mesmo dia, sem aquisição de bônus.

A última vez que falei sobre o cassino, foi ontem dia 14/12, falo com ele todos os dias após o ocorrido, pra saber como anda minha solicitação, e a minha única resposta é que preciso aguardar o sistema de pagamentos. Sem nenhum prazo.

Thank you Nayney for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nayney,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Starda Casino to join the conversation and participate in the resolution of this complaint.

Dear Starda Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello dear Casino Guru and dear player Nayney!

We have thoroughly reviewed the details of your complaint and would like to inform you that the transaction identifier can be obtained by reaching out to our technical support team. Subsequently, we recommend contacting your respective financial institution to facilitate the search for this particular payment. Your cooperation and understanding in this matter are greatly appreciated.

If you require further assistance, please do not hesitate to contact us.

Best regards,

Starda Casino!

Hello Casino Starda, good morning!

Yes, I need more assistance to resolve my case.

Since 12/10, I have been doing what you indicate. I contact support every day, and the only thing they tell me is that I have to wait for the payments department.

Conclusion: I've been waiting for 10 days now, without any concrete response, or how long I'll need to wait.

I will send below the photo of the receipt that I received in my email, informing that the deposit was made, as you can see in the image, the receipt only states the financial institution that would make the deposit, but it does not include the time of this transfer and neither contains the TRANSACTION ID, which is a code made up of letters and numbers;

Below, I am sending an excerpt from a conversation with my bank's support team, where they say that this proof is not valid, precisely because of the lack of this proof;

And finally, I will also send an excerpt from one of the conversations I had with a Casino attendant, where he told me that he could not send me any more information, other than what had already been given to me;

After a lot of stress, with another attendant, I managed to get the request sent, asking for the data I needed, but so far nothing.

It's been 10 days.

I need you to help me, so how do you ask me to wait, without a specific deadline?

How long will I need to wait without a response?

That's what I don't understand. They can't tell me to wait, without giving me more information and a deadline, because that makes it difficult to believe that they want to solve my problem.

In a few days it will be a month, two months, and I won't get my answer.

Olá Casino Starda, bom dia !

Sim, preciso de mais assistência para poder resolver o meu caso.

Desde o dia 10/12, eu estou fazendo o que vocês estão indicando. Entro em contato com o suporte todos os dias, e a única coisa que me falam é que eu tenho que aguardar o setor de pagamentos.

Conclusão: estou aguardando já fazem 10 dias, sem nenhuma resposta concreta, ou prazo de até quando precisarei aguardar.

Enviarei abaixo a foto do comprovante que recebi no meu e-mail, informando que foi feito o depósito, como poderão ver na imagem, o no comprovante só consta a instituição financeira que faria o deposito, mas não consta o horário dessa transferência e também não consta o ID DA TRANSAÇÃO que é um cód formado por letras e números;

Logo abaixo, estou enviando um trecho de uma conversa com o suporte do meu banco, onde eles dizem que esse comprovante não é válido, justamente pela falta desse comprovante;

E por fim, vou enviar também, um trecho de uma das conversas que tive com um atendente do Casino, onde o mesmo me diz que não poderia me enviar mais nenhuma informação, além da que já haviam me passado;

Depois de muito stresse, com uma outra atendente, eu consegui que a solicitação fosse enviada, pedindo os dados que eu preciso, mas até agora nada.

Já se passaram 10 dias.

Eu preciso que me ajudem por isso, Como me pedem pra aguardar, sem um prazo determinado ?

Precisarei aguardar até quando sem uma resposta ?

Isso que não entendo. Não podem me mandar aguardar, sem me dar mais informações e um prazo, porque assim fica difícil mesmo acreditar que estão querendo resolver o meu problema.

Daqui uns dias completa um mês, dois meses, e eu não vou obter minha resposta.

Dear Starda Casino,

It seems your support team is unable to provide the player with the transaction ID, which is necessary to track the payment. Can you please comment on this issue? Thank you.

Hello dear Casino Guru and dear player Nayney!

We sincerely apologize for any inconvenience you may have experienced regarding the disbursement of your winnings. Rest assured, we are fully committed to resolving this matter promptly and efficiently.

Our team is dedicated to ensuring that you receive your winnings without any further delay. We understand the importance of this issue and are undertaking every effort to expedite the process. Regardless of the duration, please be assured that you will receive your rightful winnings.

To facilitate this process, we kindly request you to contact your bank at your earliest convenience. Please inquire about the specific information that should be visible on the check. Then contact customer service and provide all the information you were told by the bank.

Best Regards,

Starda Casino!

Dear Starda Casino,

If I'm not wrong, the player has already done this step. You can see it in their last reply here in the thread. Therefore, I kindly ask you once again to answer my question above. Thank you very much for your cooperation.

Good morning Casino Guru and Casino Starda!

I got a response from support and they only sent me the transaction ID, with that number, I was able to open a request with my bank, but as you can see in the image below, the bank needs proof that is issued at the time of the transfer.

They told me that I will need to attach proof, even though I have the ID number.

Casino Starda support sent me an email requesting an example of the payslip that the bank requests:

Guys, this is simple, every financial institution when making any transaction, it issues a receipt.

I need this proof that was issued by Onekey Payments bank at the exact time of the transfer.

Dear Casino Starda, I am having great difficulty with support.

Because every time, I talk to a different person, many of them don't even seem to understand what is happening.

Today this email was sent to me in which I sent the print above, which shows Casino's interest in helping me, but when I contact Casino's support, they don't seem to understand what is needed, they open several requests, without even They really try to understand what I need.

Just now I spoke to Casino's technical support, they told me that I need to wait for a response to the email again, which usually takes too long to happen. And I'm almost certain that the person who helped me didn't really understand what was necessary.

It's very difficult. Could there be a person I could talk to directly

This way we would be able to resolve this issue much faster.

Bom dia Casino Guru e Casino Starda !

Eu obtive resposta do suporte e me enviaram somente o ID da transação, com esse número, eu consegui abrir uma solicitação com o meu banco, mas como vocês poderão ver na imagem abaixo, o banco precisa do comprovante que é emitido na hora da transferência.

Eles me disseram que eu precisarei anexar o comprovante, mesmo tendo o número do ID.

O suporte do Casino Starda, me enviou um e-mail solicitando um exemplo de contracheque que o banco pede:

Gente, isso é simples, toda instituição financeira quando faz qualquer transação, ela emite um comprovante.

Eu preciso desse comprovante que foi emitido pelo banco Onekey Payments no momento exato da transferência.

Caro Casino Starda, eu estou tendo uma grande dificuldade com o suporte.

Porque a cada momento, eu falo com uma pessoa diferente, muitos deles, aparentam nem estar entendendo o que está acontecendo.

Hoje me foi enviado esse email que eu mandei o print acima, onde demonstra interesse do Casino em me auxiliar, porém quando entro em contato com o suporte, do Casino, eles parecem não entender o que é necessário, abrem diversas solicitações, sem ao menos buscarem realmente entender o que eu preciso.

Agora mesmo eu falei com o suporte técnico do Casino, me disseram que preciso aguardar de novo uma resposta no e-mail, o que normalmente demora de mais pra acontecer. E eu tenho quase certeza que a pessoa que me atendeu, ela não entendeu realmente o que é nescessário.

Tá bem difícil. Poderia haver uma pessoa com quem eu falasse diretamente

Assim conseguiríamos resolver essa questão muito mais rapidamente.

Hello dear Casino Guru and dear player Nayney!

Our team comprises exceptionally competent specialists who are dedicated to providing the best possible assistance in resolving any issues related to the operation of our site.

We appreciate that you have provided the necessary documents to request payment. However, upon verification, we discovered that the statement provided belongs to a different bank than the one listed in your request.

To ensure accurate payment processing, we ask that you double-check the information provided and provide the support team with the correct and important details.

Best Regards,

Starda Casino!

Hello Nayney,

I'm not sure how this could have happened, but can you please provide the casino with the correct document? Kindly let me know once you do so. Thank you.

Dear Nayney,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas

Casino.Guru