Hello,

I have requested withdrawal of funds 2 days ago, and casino marked the withdrawal successful. But funds did not come to the account. The payment method is mobile wallet that is instant transfer.

I have contacted support by chat, mail and telegram bot, the answer i got in one sentence : the agent transfer the funds. I have asked for the transaction details from processing - all I got is sms photo from vodafone cash with no details that would allow to check furter the transaction. Orange cash receiving wallet operator confirmed that there are no pending transactions and it has to be directed to sender operator. As i use both operators i could contact vodafone cash as well and provided the photo of sms i got from the casino. Of course it is impossible to track or check anything by this sms as it contains o details. But they confirmed that to receiving orange ber was no transaction done and to investigate further we need a transaction number or sender number. Which casino support did not provide although i request it in every message I sent. The answer i get every time: "agent transfers the funds" no details provided what so ever. Please help to get any prove of funds transfer.

Thank you in advance

Dear oxanasub,

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.

Dear Dominika

Thank you for the response , please take into consideration that the casino claims that the transfer is processed by their agent, but don't want to provide any proof nor details. They didn't asked me to wait for processing, they claim that its done completed and i should receive the amount, as payment is instant,

As I have stated I have contacted both payment operators, and they both confirmed to me, using my receiving number, that no such a transaction was done.

My KYC verification was finished years ago. Casino did not claim a high volume of withdrawal requests. they just told me that the transfer is completed and money is there in my account! Which means that from their side SUPPOSING all completed ! This transfer is not done, and to truck it they should at least send any data of this transfer.

I would not complain if the casino said to wait for the trans time. 

Please kindly help to get the data in order to find the funds (if its really done)

Dear oxanasub,

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.

Dear oxanasub, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you receive any formal confirmation or transaction ID from the casino that explicitly confirms the withdrawal payment?

Have you checked your casino account withdrawal history for any transaction details or statuses that might indicate a processing error or cancellation?

Have you made successful withdrawals using this same payment method before?

Did you provide the casino with evidence showing that the funds never arrived in your mobile wallet, such as confirmation from the payment operators?

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.

Dear Dominika, I have answered bellow:

I Did not receive any formal confirmation or transaction ID from the casino that explicitly confirms the withdrawal payment, only Vodafone Cash sms photo that suppose agent recieved which does not containe any data. snapshot attached.

Casino account withdrawal history has no transaction details the statuses is successful. snapshot attached

i've used this payment method before for deposit few times and once for withdrawal

I Did provide the casino with evidence showing that the funds never arrived in your mobile wallet, more than that I have sent them the confirmation from both payment operators (sender Vodafone and reciever Orange cash) chats. snapshot attached

You can find all the data in details via lik i sent in correspondence

I trully hope you are able to help

thanks for getting involved

Due to limited attachments i send the rest here

My wallet tranactionistor also showig that 3600 was not debited

Chat with Orange Cash

Thank you very much, oxanasub, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.

Here also te recipe that normally Vodafone sends for transactions that the agent from vodafone sent to em over chat as an example

Dear oxanasub,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 888Starz Casino representative to join this conversation and participate in resolving this complaint.

Dear 888Starz Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Dear oxanasub,

I have tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Cura?ao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players. Please be aware that the CGA does not handle the individual disputes between players and the operators, but you can try to contact them.

You can find more information on how to properly submit a complaint to the regulator at http://www.kpvfaw.com/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected].

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

Best Regards,

Stefan, www.kpvfaw.com