StarVegas Casino IT - A conta do jogador está bloqueada há meses

Good evening, my Starvegas account has been suspended since October of last year following a win on the slots. I have been trying to send emails asking for explanations for months after being told that I needed to wait 180 days, but either they do not respond, or they respond with automated messages ignoring my requests.

buonasera, il mio conto starvegas a seguito di una vincita alle slot risulta sospeso da ottobre del anno scorso provo ad inviare email con richieste di spiegazioni da mesi dopo che mi dicevano che dovevo aspettare 180 giorni ma non rispondono oppure rispondono con dei messaggi automatici ignorando le mie richieste

Dear marcolugas841,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino blocked you?

Do I understand correctly that €32933 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

3293.3 sorry I misspelled it didn't take the comma, yesterday the casino sent me this email:

HELLO MARCO,

Based on the results obtained from a security check on your account, you will need to send us the documents requested below.

As established by AAMS, sending this documentation is mandatory when requested, therefore your possible withdrawal will remain pending until the verification is complete.

Game account owner documents:

- We inform you that you will need to send us proof of residence in full and no older than 6 months. We accept bills, bank statements, family records and proof of residence. We do not accept self-certifications and identity cards.

If you have SPID, you can download a Family Certificate or a Residence Certificate from the website www.anagrafenazionale.gov.it . Click on "Access Citizen Services". Log in with SPID as authentication method. After that you can download the requested document and send it to us by email.

Alternatively, you can ask your credit institution for an account statement indicating the requested data.

- A copy of card 535456******0071 leaving the first 6 and last 4 numbers uncovered and covering the central ones. If the name and surname of the holder is not present on the card, you will have to send us an account statement or a list of movements, where the card number, name and surname are present or that the card has been closed and extinguished.

I think he therefore accepted the selfie and the new alternative document provided

but the bank document provided as proof of residence was refused and the card I don't know what to send it being a virtual revolut without my name on it

3293,3 scusate ho sbagliato a scrivere non mi ha preso la virgola, il casino ieri mi ha inviato questa email:

CIAO MARCO,

In base ai risultati ottenuti da un controllo di sicurezza sul tuo conto, dovrai inviarci i documenti di seguito richiesti.

Come stabilito da AAMS, inviare questa documentazione è obbligatorio quando richiesta, pertanto il tuo eventuale prelievo rimarrà in sospeso fino al termine della verifica.

Documenti proprietario del conto gioco:

- Ti informiamo che dovrai inviarci una prova di residenza per intero e non piu' vecchia di 6 mesi. Accettiamo bollette, estratti conto, stato di famiglia e certificato di residenza. Non accettiamo autocertificazioni e carte d'identita'.

Se sei in possesso dello SPID, potrai scaricare un certificato di Famiglia o un Certificato di Residenza dal sito www.anagrafenazionale.gov.it. Clicca su "Accedi ai Servizi al Cittadino". Accedi con lo SPID come metodo di autenticazione. Dopodiche' potrai scaricare il documento richiesto ed inoltrarcelo tramite email.

In alternativa, potrai richiedere al tuo Istituto di credito un estratto conto che indica i dati richiesti.

- Una copia della carta 535456******0071 lasciando scoperti i primi 6 e gli ultimi 4 numeri e coprendo quelli centrali . Qualora nella carta non fosse presente il nome e cognome dell’intestatario ,dovrai inviarci un estratto conto o una lista movimenti ,dove siano presenti numero della carta ,nome e cognome o che la carta sia stata chiusa estinta.

penso abbia accettato dunque il selfie e il nuovo documento alternativo fornito

ma il documento bancario fornito come prova di residenza è stato rifiutato e la carta non so cosa inviargli essendo una virtuale revolut senza il mio nome sopra

Thank you very much for your reply, marcolugas841. Even if you paid with a virtual card, there still should be a record of the transaction in the Revolut bank statement. Therefore, I would recommend that you download it from the app and forward it to the casino as soon as possible.

I sent everything to the casino that the bank gave me

ho inviato tuto al casino tutto cio che mi ha fornito la banca

Alright. Please, let us know when the casino reviews your bank statement so that we can proceed with this complaint accordingly. Thank you very much.

the casino is still not cooperating and asking for more paper ownership documents, they've had my funds for a year now i think i should start hearing a lawyer if i can't resolve this complaint

il casino continua a non collaborare e a richiedere altri documenti sulla titolarità della carta, ormai è un anno che hanno i miei fondi penso che dovrei iniziare a sentire un legale se non riusciro a risolvere con questo reclamo

Thank you very much, marcolugas841, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi marcolugas841,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply. In the meantime, can you please specify what was the response from the casino and what other papers they require?

Dear StarVegas Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents for verification from the player? What were the reasons for blocking the player's account 6 months ago?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

they don't answer.......... they don't pay

non rispondono.......... non pagano

Dear marcolugas841,

I have tried to contact the casino repeatedly but had no success in getting any information. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority (ADM) (https://www.adm.gov.it/portale/contatti) and submit a complaint to them. The Italian Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru).

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

Best regards,

Natalia