Stelario Casino - 플레이어는 자신의 출금이 지연되었다고 생각합니다.

Hello, my problem with the stelario casino is that they are asking me to take a screenshot of the virtual card that I made a deposit with. I took a picture with another phone with all the required data but they don't want to accept it, they say I have to send them a screenshot that is not possible to take. I sent them my card statement in exchange for this photo, but they still won't accept it.

Witam mój problem z kasynem stelario wynika z tego że żądają ode mnie zrzutu ekranu karty wirtualnej którą to dokonałem wpłaty. Zrobiłem zdjęcie innym telefonem ze wszystkimi wymaganymi danymi lecz oni nie chcą tego zaakceptować mówią że muszę wysłać im zrzut ekranu który nie jest możliwy do wykonania. Wysłałem im mój wyciąg z karty w zamian za to zdjęcie lecz oni nadal nie chcą tego zaakceptować.

Dear Gucio0101,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Gucio0101, do I understand correctly that verifying your payment method seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

You understand very well. I have a problem with card verification and they accepted the rest. I sent you my messages to your inbox.

Rozumiesz bardzo dobrze. Mam problem z weryfikacją karty, a całą resztę zaakceptowali. Wysłałem Ci moje wiadomości na twoją skrzynkę.

Thank you very much Gucio0101 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi I think now is everything fine. On Friday they verify my account, they only call me to split withdrawal for 200 euros per day but now one of them have status processing so I think we are be have happy finish

Hello Gucio0101,

I will assist you with the complaint from now on. I went over the details of the case, and just to be sure we'll keep the complaint open until you confirm you receive your winnings in full. Please let us know when the withdrawals are complete. Do I count correctly that it will take 3 or 4 days of withdrawal requests for the entire amount to complete your withdrawal?

Dear Gucio0101,

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.

Hello Gucio0101,

It seems that this issue was resolved, but without confirmation from you that you have received your payment, the complaint will now be rejected as previously mentioned.