Stelario Casino - 플레이어가 보증금 전액 환불을 요청합니다.

I was able to open an account at the end of December, although I have been banned from the Altacore NV network since summer 2021. Because I self-excluded myself from comsmicslot casino which is a sister casino. According to my own statement, I am blocked from all casinos because of this.

Ich habe Ende Dezember ein Konto öffnen können, obwohl ich seit Sommer 2021 aus dem Altacore N.V. Netzwerk gesperrt bin. Da ich mich aus dem comsmicslot casino selbstausgeschlossen haben, welches ein Schwestercasino ist. Laut eigener Aussage bin ich dadurch aus sämtlichen Casinos gesperrt.

Dear CH4RL3I,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section of Stelario Casino (here) , and this is what I found:

"Responsible Gaming

We at Stelario believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at Stelario, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@stelario.com and ask to terminate your Stelario account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous, GamCare, Gambling Therapy."

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Since this casino is licensed by Curaçao, not even Licensing Authority enforces this. Could you please advise if you have requested a self-exclusion from Stelario Casino directly?

Looking forward to hearing from you.

Best regards,

Petronela

Unfortunately, I didn't exclude myself directly, but according to cosmicslot.com I should be automatically excluded.

ich habe mich leider nicht direkt ausgeschlossen, jedoch müsste ich laut Aussage von cosmicslot.com automatisch ausgeschlossen sein.

I'm truly sorry but if you haven't requested the self-exclusion from Stelario Casino directly we can't help you. Any gambling establishment licensed under Curaçao Authority needs a separate self-exclusion request.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear CH4RL3I,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.