Hello. Over a week ago, I made a couple of deposits into this casino and one did not get credited to my gaming account. I requested for my account to be blocked, and then the funds were credited to the gaming account after 3 days. The finance department asked me to provide the number of the crypto wallet, but I did not use a crypto wallet for my deposits. I wrote to them about it, but they replied back with the same request after a week.

Здравствуйте.Больше недели назад я внёс пару депозитов в это казино и один не поступил на игровой аккаунт.Я попросил чтобы мой аккаунт заблокировали ,и потом средства поступили на игровой аккаунт через 3 дня.Финансовый отдел написал пришлите номер крипто кошелька но я вносил не через крипто кошелек я им писал а они мне через неделю тоже самое написали.

Dear Mihails,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Stars Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino asked for a crypto wallet n order to return your funds?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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.

Best regards,

Tomas

Yes, they asked for a crypto wallet.

Да они запросили крипто кошелек.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Have you provided the casino with a valid crypto address since the complaint began?

Did the casino process your refund?

Dear Mihails,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.