Hi, I'm sorry you got yourself into this situation. However, are you aware that you transferred funds from one account to another and used a third party payment method ? 

In this case, if you don't feel that you have broken the casino rules or that there was no mistake on your part, I would recommend filing a complaint here on this link. 

Our team will try to help you and look into the situation in depth and see where we can get to. Are you in ? 

I made a win at this casino, I was able to verify my account now I have problems verifying my card! It's not possible for there to be all this mess to withdraw and instead to deposit everything is very simple and fast! Can anyone help me verify my card details?

Ho fatto una vincita in questo casinò, son riuscito a verificare il mio account ora ho problemi a verificare la mia carta! Non è possibile che per prelevare ci sia tutto questo casino e invece a depositare tutto molto semplice e veloce! Qualcuno può aiutarmi nel verificare i dati della mia carta?

Hello. May I ask what do you mean by "verifying my card"? Have you used this card to make a deposit as well?

I am asking because the casinos to make sure that the player is the owner of the account, generally allow players to make a withdrawal only to accounts or cards with which they have previously made a deposit. 

You could ask the support about this. Also if there is some problem with your card, maybe check with your payment provider.

I can understand that it seems strange when you see that to make a deposit is usually very easy, but to withdraw the money can be so time consuming, but it is actually caused because of the verification process which needs to be done and most of the casinos start it when the withdrawal is asked for. And as you say all the problems or issues could start. That's why is always best to cooperate with the casino and provide all the documents they ask for.

Let us know if you have any answer from the support. Will wait for your news.

I don't understand all these negative things, guys I've literally been on stelario for 8 months, and with their token loyalty program I'm generating a lot of money and I'm talking more than 2,000/3,000 a month without even doing half a spin, I always withdrawn easily and I am in profit of 3,500 and more and I have about 7,200 (1,900,000 tokens) which generate 70/90 euros a day, I remember that during the verification I cursed so much it took me almost 10 days but I verified everything, and they always sent me the money without problems. So my advice is to send whatever they ask you, because it's really an honest mess in my experience and I've been withdrawing for 8 months anyway, not 8 days.

Io non capisco tutte ste cose negative, ragazzi io letteralmente sono da 8 mesi su stelario, e con il loro programma fedelta dei gettoni sto generando un sacco di soldi e parlo di piu di 2.000/3.000 al mese senza fare nemmeno mezzo spin, ho sempre prelevato tranquillamenre e sono in profitto di 3.500 e piu e ne ho su 7.200 (1.900.000 gettoni) che generano 70/90 euro al giorno, io mi ricordo che alla verifica ho bestemmiato tanto ci ho messo quasi 10 giorni ma ho verificato tutto, e mi han sempre mandato i sodli senza problemi. Quindi il mio consiglio è di mandare qualsiasi cosa ti chiedano, perchè veramente è un casino onesto per la mia esperienza e son comunque 8 mesi che prelevo, non 8 giorni

So it's good that you have a good experience. Not everyone has to have it and sometimes verification can be quite painful. However, once the player passes it, then it should only get better. 

You play here all the time, right ? What method do you use for withdrawal ? How long does it take for the money to come in? ??

I agree, I usually use bank transfer (I will have already confirmed and collected 20/30 withdrawal operations, or even BTC or e-wallets in general, the only flaw is that these last two/three weeks the live chat doesn't work and the emails don't work). I reply, but despite this the payments are made anyway, I had only asked why they couldn't send me via e-wallet, I just want to understand why they aren't responding, because even in verifying whether you believe me or not I struggled but I they always responded and after all I haven't had any more problems, but I don't have them now either, but the live chat button doesn't work, if they fixed that everything would be perfect

Concordo, solitamente uso bonifico bancario ( avró gia confermato e riscosso 20/30 operazioni di prelievo, oppure anche btc o e-wallet in generale, l’unica pecca è che queste ultime due/tre settimane la live chat non funziona e alle email non rispondo, peró nonostante ció i pagamenti vengono effettuati comunque, avevo solo chiesto in merito al perchè non riuscissero a spedirmi tramite e-wallet, vorrei solo capire come mai non stanno rispondendo, perchè anche nella verifica che mi credi o meno ho fatto fatica ma mi han sempre risposto e dop tutto non ho piu avuto problemi, ma nemmeno ora li ho, ma il bottone della chat dal vivo non funziona, se sistemassero quello sarebbe tutto perfetto

As an Italian I guarantee you that this is not the case, thanks to their token loyalty program I literally passively generate 2/3k a month without problems, basically from a casino it has become a clean investment for me, I withdraw without problems, they asked me a lot too of documents, but once everything was done they checked me and they always sent me the money 8 months later, I have a history of 2,100 deposited and 4,000 withdrawn, not to mention that I still have 7,400 which generate 70/80 euros a day , so it's not a scam and I don't understand why I only see negative experiences when I haven't had any problems for 8 months, except for the last two weeks when I don't respond to emails and the live chat doesn't work, but despite this I withdrew €900 and it arrived no problems with bank transfer, I no longer play and I no longer deposit but only because they generate themselves anyway, but it's not a scam, otherwise after 8 months I wouldn't be here to tell you this

Da italiano ti garantisco che non è cosi, grazie al loro programma fedeltà dei token letteralmente genero passivo 2/3k al mese senza problemi, in pratica da casino per me è diventato un investimento pulito, prelevo senza problemi, anche a me hanno chiesto un sacco di documenti, ma una volta fatto tutto mi hanno verificato e i soldi a distanza di 8 mesi me li han sempre mandati, ho uno storico di 2.100 depositati e 4.000 prelevati, senza contare che ne ho su ancora 7.400 che generano 70/80 euro al giorno, quindi truffa non è e non capisco come mai vedo solo esperienze negative quando io da 8 mesi non ho avuto problemi, tranne le ultime due settiman che non rispondo alle email e la live chat non funziona, ma nonostante cio ho prelvato 900€ e arrivati senza problemi con bonifico, io non gioco piu e non deposito più ma solo perche tanto si generano da soli, ma truffa non è, senno dopo 8 mesi non sarei qua a dirti ció

Maybe they are just going through some changes or improvements, so you can definitely let us know if it will go in a while or if communication will be impossible. I think this is quite important especially when there are some problems. I probably wouldn't want to get no answer. 

On the other hand, I am happy that everything is going well, you always get the money and you don't have any other difficulties. After all, that's probably the most important thing for players. 

So if everything goes well with the chat, let me know. 

Yes, I will update in a couple of weeks, but for now I have never had any problems regarding the money/withdrawal factor except on the e-wallet (btc, eth, etc..) which I have been trying to withdraw for two weeks and they cancel the withdrawal by inviting me (via email) to collect via bank transfer, I will update on everything in a couple of weeks

Sisi faró aggiornamento fra un paio di settimane, ma per ora sul fattore soldi/prelievi non ho mai avuto problemi tranne sull’ e-wallet (btc, eth, ecc..) che da due settimane provo a prelevare e mi annullano il prelievo invitandomi (tramite email) a riscuotere tramite bonifico bancario, aggiorneró su tutto fra un paio di settimane

Thanks, I will definitely look forward to the update. 

As for the problem with the e-wallet withdrawal, maybe they have some problems with this method and I hope it will be available soon. 

May it go well. 

Hello,

I submited a complaint about stelario casino, in which my account has been disabled by administrator after a withdrawal i tried to make. They don't answer my emails and they have a very bad attitude in the live chat. I have more details inside the complaint along with the live-chatscript. Does anyone know long does it take for my complaint to get reviewed and open?

Hello!

Your complaint has been reviewed and is now available right here ??.

As far as I can assume, the casino most likely detected same patterns for both yours and your friend's accounts. When you were visiting your friend's house to show him how lucky you had been, you connected through his wifi. Despite our belief that the same IP address is not enough to strip someone from his winnings, many casino's just need a second chance to think about it. Thus, it's great that you opened the complaint.

As soon as the team gathers necessary information form you, I bet the casino representative will be prompted to present the casino's opinion on the situation. It takes some time, however.

For now, update Nick, please, to ensure he understands the situation well. We'll stay in touch.

Hi jaro, so far so good, just one strange thing tonight, usually from their loyalty program I had a limit of 250,000 withdrawable tokens, but tonight I'm not why it let me withdraw a maximum of 12,500 (I needed to convert 60,000 which is about €200) well and now it gives me "withdraw limit reached", in theory the limit should be daily, I'll update you anyway, I hope I don't have to open any complaints and that there isn't anything strange

Ciao jaro, finora tutto bene, solo una cosa strana stasera, di solito dal loro loyalty program avevo un limite di 250.000 token prelevabili, ma stasera non sono come mai mi ha fatto prelevare al massimo 12.500 (a me serviva convertirne 60.000 che sono all’incirca 200€) boh e ora mi da "withdraw limit reached", in teoria dovrebbe essere giornaliero il limite, ti aggiorno comunque, spero di non dovere aprire nessun reclamo e che non ci sia qualche stranezza

Is it also strange that my live chat isn't working?

è strano anche che me la chat live non funzioni?

Hi, did you also try to write to them about what you are describing to me ? I think they should be willing to explain to you how it is. 

As for the live chat, have you emailed them to find out what this might be ? If it has been normal for you so far, it doesn't seem normal to me. 

So try asking them about it. 

Jaro then for the token issue I think the daily withdrawal limit has been reduced, because today I was able to convert another 12,500 tokens and play without problems, I had a withdrawal requested on Saturday (a holiday) but promptly this morning the payment arrived without problems, for now everything is normal I have fun at the casino and play normally, I just don't understand why the live chat doesn't work and I don't answer the support email, but as long as I don't have problems with payments or anything else, I can tell you that for now everything is going smoothly (from personal experience they have always been honest and have always paid me and also answered emails and live chat, except for the last two months that I don't get a response to the email, and then when I click the live chat popup nothing happens, but I repeat, I have no problems with anything, it was just my curiosity, I hope and I don't think I will have problems with stelario in the future on the payment factor and so on

Jaro allora per la questione dei token penso sia stato ridotto il limite di prelievo giornaliero, perche oggi ho potuto convertire ancora 12.500 token e giocare senza problemi, avevo un prelievo richiesto sabato (festivo) ma puntualmente stamattina mi è arrivato il pagamento senza problemi, per ora tutto normale mi diverto sul casino e gioco normalmente, solo non capisco come mai non funzioni la live chat e all’e-mail di supporto non rispondo, peró fino a che non ho problemi con i pagamenti o che altro, posso dirti che per ora sta filando tutto liscio (per esperienza personale son sempre stati onesti e mi hanno sempre pagato e risposto anche alle email e alla chat live, tranne da due mesi a questa parte che all email non mi torna risposta, e poi quando clicco il popup della chat live non succede niente, pero ripeto, non ho problemi con niente, era solo una curiosità la mia, spero e non credo che avro problemi con stelario in futuro sul fattore pagamenti e quant’altro

Well, I'm glad it all got sorted out in the end and you got your money. Sometimes you just have to be a little patient, because not everything is sent right away. If you haven't had any trouble in the past, that makes it all the nicer, so I would keep a cool head during some of the delays. 

However, if you have anything else to say, feel free to write. Anyway, I believe that you will continue to thrive here and you will collect only pleasant experiences. ??

the only thing is that I hope that when I need them and the support, I hope it is active and not like now, because I get money but the support does not respond to the email

l’unica cosa è che spero che quando avro bisogno di loro e del supporto, spero che sia attivo e non come ora, perche soldi mi arrivano ma all’email non risponde il supporto

I can't promise you that, and if it's important to you then maybe I would try to get in touch with them, and if that's not possible, then it's probably better to find another casino where it's not like that. Communication would be important to me as well, so I know why you have this approach. But you are always free to decide if you want to continue playing here. If they ignore you and you expect them to come back to you when something comes up, you might be unpleasantly surprised. 

It's important to me too, but I'd just like to understand if they have problems with their email system or if they're not receiving them.

Anche per me è importante, ma vorrei semplicemente capire se hanno problemi con il loro sistema di e-mail o se magari non gli arrivano