Stumla Casino - 플레이어는 우승 상금을 아직 받지 못했습니다.

I deposited $100 into my casino account and successfully passed all the verification checks, which led to my account being verified. I was specifically told by live chat support that I would be able to withdraw my winnings as soon as my account was verified. However, now that I've won some money and attempted to withdraw, the casino is claiming that I need to pay an additional $200 to "verify" that my deposits came from my crypto account. So I paid the $200 dollars and now They are refusing to let me access my winnings unless this another payment is made of $200 which feels suspicious and unfair, especially after I was assured I could withdraw once my account was verified.

Dear Lozzag1982,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I now don’t have access to the site, they’ve locked me out but I have every screen shot of my balance and conversations I’ve had with them! And they told me once I deposited I could withdraw straight away which isn’t the case

Also I would like to add I paid them the $200 after I made the $100 payment!

Dear Lozzag1982,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for following up. Unfortunately, there’s still no update on my case. My account remains locked, and it says I’m banned.

Dear Lozzag1982,

Would it be possible to send the exact link of the website and the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Yes sure I’ll gather it all together and send it over

thank you

All sent

Dear Lozzag1982,

A reputable casino will never ask a player to deposit additional fees to process a withdrawal. While it’s true that players may be asked to make a verification deposit to verify a payment method.

I would advise not to deposit any more money into this casino ever as it seem's like they are a fraud casino.

We will soon do a review of the casino as it is not in our database yet.

Unfortunately, I hardly doubt they will ever respond or you will see any money from them.

Regards,

Nick

Hi Nick,

Thanks for your message and for all your help with this. I want to let you know that I will definitely not be putting any more money into the casino. In fact, I’ve already been blocked from accessing my account, so I can't even make any further deposits or withdrawals. It's a frustrating situation, and I just wish I could get my money back.

I really appreciate everything you’ve done so far. Please do keep me updated if you hear anything new.

Best regards

lauren

Thank you Lozzag1982 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thank you very much and for all your help

Hello, Lozzag1982,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Stumla Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed, and what is the estimated time frame for processing his withdrawal?

Asking the player for an additional deposit to be able to withdraw his winnings seems like a real scam.

Thank you.

Dear Lozzag1982,

The casino does not communicate with us at all and does not have any casino representative account set up in our system (they cannot comment on the thread). Even after I attempted to contact the casino using all the available contacts from its website, we have not received any response from the casino regarding the issue until now. Therefore, unfortunately, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. At this point, it makes no sense to keep the case open and leave another 7 days for them to get back to me.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via the email provided.

Best regards,

Branislav, Casino.Guru