Yes, that's quite reasonable, but I can't tell you what might be behind it. Everything was going fine before and they always wrote you back pretty quickly on live chat or support ? 

Yes, quite a lot, but I will always repeat that it has been like this for 2 and a half months, but when I download the confirmation email "withdrawal completed" I always get it, for now I have no clarifications to ask him or anything else, also because if it continues like this I should never have any problems

Si abbastanza, peró ripeteró sempre che sarà 2 mesi e mezzo che è cosi, ma quando prelevo l’email "withdrawal completed" di conferma mi arriva sempre, per ora non ho chiarimenti da chiedergli o che altro, anche perche se continua ad andare avanti cosi di problemi non ne dovrei mai avere

It's clear to me. So if you get money and still nothing changes, then you can probably choose another casino that will be better in communication and come back from time to time to see if it's not fixed in this one. But I hope it will improve. 

I think I understand, my email sent me this service email 1 month and a half ago (I attach a screenshot) do you know what the problem could be due to, or if alternatively I can contact them via another email for support and various things, otherwise I will try to understand why

redo di aver capito, la mia email mi ha mandato questa email di servizio 1 mese e mezzo fa (allego screenshot) sai a cosa potrebbe essere dovuto il problema, o se in alternativa posso contattarli tramite un altra mail per supporto e cose varie, altrimenti vedro di capire come mai

I see that email didn't deliver, so it's possible they didn't write you off because of that, but I can't say why that's happening to you. They have another email on their website about KYC so I might try there again and write to them. Have you thought about it ? 

Honestly I also wrote to kyc@stelario , but shortly after I received the same service email, I don't know, from what I see I think it's a problem with the email client but I don't know, I think the only way would be to write to them with another email address of mine, always in my name

Sinceramente ho scritto anche a kyc@stelario, ma poco dopo mi è arrivata stessa email di servizio, boh non saprei, da quel che vedo credo sia un problema dei client di posta ma non saprei, l’unica penso sarebbe scrivergli con un altra mail mia sempre a nome mio

You can try, but I don't know if it will help. The worst thing is that the casino has no live chat, so the only place you can contact them is their email. However, as we can both see, it doesn't seem to have any effect. ??

as you can see the live chat is present inside the site, only it does not work in the sense that the chat does not start, clicking on the sign nothing happens, this is definitely something that concerns them, because the email ok could be me and my mail client, however I am not insinuating that they are scamming me, on the contrary, always been honest

ome puoi vedere la chat dal vivo è presente all’interno del sito, solo che non funziona nel senso che proprio non si avvia la chat, cliccando sul segno non succede niente, questà sicuramente è una cosa che riguarda loro, perchè l’email ok posso essere io e il mio client di posta, comunque non sto insinuando che mi stiano truffando, anzi, sempre stati onesti

So when you click on it, what happens ? Nothing at all ? I'm thinking of another way to contact the casino, but I can't find any other way. ??

Nothing, but the thing that makes me think it's maybe a back-end problem of theirs, is that I also have smokeace, account opened around June 2024, verified and everything, but there right from the start when I opened the account it did the same thing (I clicked and nothing), on stelario instead I opened it in October 2023 but it always worked, it almost seems like they stopped working simultaneously on both sites

Niente, ma la cosa che mi fa pensare sia magari un problema di back-end loro, è che io ho anche smokeace, conto aperto a giugno 2024 circa, verificato e tutto, ma li fin da subito quando ho aperto il conto ha fatto stessa cosa (clicco e niente), su stelario invece l’ho aperto a ottobre 2023 ma è sempre andata, sembra quasi che abbiano smesso di funzionare in simultanea su entrambi i siti

Anyway I'll keep you updated as usual, thanks jaro

Comunque ti tengo aggiornato come al solito, grazie jaro

Sure, I'll be glad. I hope this will be resolved soon. ??

Jaro I'll update you on the email issue.

I wrote to them with an email address of @gmail.com domain and everything went well and they received my emails, so I could say that the issue is currently resolved

Jaro ti aggiorno sulla questione email.

gli ho scritto con una mail di dominio @gmail.com ed è andato tutto bene e hanno ricevuto le mie email, quindi potrei dire attualmente questione risolta

I'm glad to hear that. So if something changes or if you want to share something again, I'll be here. 

Good luck. ??

Jaro here I really need your help, in this casino there is a loyalty program based on tokens that can be withdrawn and converted into real casino balance to be played, to date the casino has decided to block my ability to convert from tokens to real balance what I have earned, true that at their discretion they can limit the withdrawal, the reception and the earning, but they have not limited me now, they have actually blocked and prevented me from being able to convert them into the real balance of the casino to be able to play them, the thing that interests me is that in some way that money comes to me, they have all been earned always in compliance with the rules and their terms and conditions, they can prevent me from receiving the "play to earn" and "hold to earn" but I cannot prevent myself from being able to convert them and playing would not make sense, also because in the end I would replay them normally, please help me with this thing also because we are talking about € 10,000 more or less in the screenshot you can see the writing "withdrawal limit has been reached" even today I have not withdrawn any token, before I could withdraw at least 12500 per day, but now I can't do anything except rely on you

Jaro qua ho bisogno fortemente del tuo aiuto, in questo casinó è presente un loyalty program basato su dei token che posso essere prelevati e convertiti in saldo reale del casino per essere giocati, ad oggi il casino ha ben deciso di bloccarmi la possibilità di poter convertire da gettoni a saldo reale ció che ho guadagnato io, vero che a loro d??iscrezione possono limitare il prelievo, la ricezione e il guadagno, ma a me non hanno limitato ora, hanno proprio bloccato e impedendomi di poterli convertire nel saldo reale del casino per poterli giocare, la cosa che mi interessa è che in qualche modo quei soldi vengano a me, sono stati guadagnati tutti sempre nel rispetto delle norme e dei loro termini e condizioni, possono impedirmi di ricevere il "play to earn" e "hold to earn" ma non posso impedirmi di poterli convertire e giocare non avrebbe senso, anche perche alla fine li rigiocherei normalmente, ti prego di aiutarmi con questa cosa anche perchè stiamo parlando di 10.000€ piu o meno nello scree??nshot puoi vedere la scritta "withdrawal limit has been reached" anche io oggi non ho prelevato nessun token, prima potevo prelvarne almeno 12500 al giorno, ma ora come ora non posso fare niente se non affidarmi a voi

Hi, I've read the whole situation. My first question is, what do you have to do to convert these points back to real money? When can they remove this restriction as they wrote in the email? They say it is based on your activity. So did you ask what you have to do to get the tokens released and convert them to real money? 

That's probably the first thing I'd be interested in if you have that much money in them. 

Unfortunately, according to what they say, you can't even convert them because if you came to a withdrawal afterwards, it would probably be rejected. 

So I guess I would start with what I say and once you find out what you should do, then we can discuss the next course of action.

I'll explain, if they give me the possibility to convert them from token to real balance, if I play and win I can withdraw without any worries, I also asked what I have to do to ensure that this restriction is removed, but for now they haven't answered me anymore

Ti spiego, se loro mi danno la possibilita di convertirli da token a saldo reale, io se gioco e vinco posso prelevare tranquillamente, io ho chiesto anche cosa devo fare per far si che questa restrizione venga tolta, ma per ora non mi hanno piu risposto

they say so, but it doesn't make sense, I generated those tokens honestly, and now that I'm slowly playing them again they don't want them, they say that I have to deposit and play, but if they don't give me at least an idea of how much I should deposit to have the limitation removed, I can't deposit money randomly forever, or find a compromise with them, I don't know, I have €11,600 in tokens, I would be fine with them sending me direct by bank transfer even just 3,900/4,000 (which would be divided by 3, given that the tokens when converted have a wager of x3) for me it would be a closed story, but I don't think they can do it

loro dicono cosi, ma non ha senso, ho generato quei gettoni in modo onesto, e ora che me li sto rigiocando piano piano non vogliono, loro dicono che devo depositare e giocare, ma se non mi danno almeno un idea di quanto dovrei depositare per far si che venga rimossa la limitazione, io non posso depositare soldi a caso all’infinito, oppure trovare un compromesso con loro, che ne so, ho 11.600€ in gettoni, a me andrebbe bene anche che mi mandano diretti con bonifico anche solo 3.900/4.000 (che sarebbe diviso 3, dato che i gettoni quando convertiti hanno un wager di x3) per me sarebbe storia chiusa, ma non penso possano farlo

That's exactly what I wanted to get to. I thought it would be mainly conditional on you depositing. The important thing is probably what you are asking yourself, how much you have to deposit to continue playing in the casino so that they release the tokens and you can eventually withdraw them. That's probably the most important thing to know. 

Give it a try and when you get a relevant answer, feel free to say more. 

I asked him, but for now I have not yet received an answer on how much it is, also because I could withdraw them if that token was listed on an exchange, which has not happened yet.

Gliel’ho chiesto, ma per ora non ho ancora avuto risposta sul quanto sia, anche perche potrei ritirali se quel token venisse listato su un exchange, cosa che non è ancora avvenuta