Dear riccardolallai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that your account was verified?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it 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,

Kristina

I have not used any type of bonus, my account is verified yes but now to enter it gives me an unknown error when logging in, the casino wrote to me:

Hello Riccardo,

Thanks for contacting us!

We remind you that you signed a contract during registration.

The Dealer reserves the right to carry out a detailed verification of the Customer's identity in any event deemed necessary for the security of the Customer and the platform. Such verification may include, but is not limited to, requesting various valid identification documents, contacting the Customer directly, or a combination of these and/or other means.

Therefore, this is simply a routine procedure, required for player protection.

They say they do it to protect me, it's strange that it happens immediately after winning 5000 euros and trying to withdraw

non ho usato alcun tipo di bonus, il mio account è verificato si ma ora per entrare mi da un errore sconosciuto al login , il casino mi ha scritto:

Ciao Riccardo,

Grazie per averci contattato!

Ti ricordiamo che hai sottoscritto un contratto in fase di registrazione.

Il Concessionario si riserva il diritto di eseguire una verifica dettagliata dell’identità del Cliente in ogni evento ritenuto necessario per la sicurezza del Cliente e della piattaforma. Detta verifica può includere, ma non si limita a, la richiesta dei vari validi documenti di identità, contattare direttamente il Cliente, o una combinazione di questi e/o altri mezzi.

Pertanto, si tratta semplicemente di una procedura di routine, richiesta per la protezione dei giocatori. 

Dicono che lo fanno per tutelarmi strano che succeda subito dopo aver vinto 5000 euro e aver provato a prelevare

Thank you very much, riccardolallai, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.  

Thank you

grazie

Hello riccardolallai,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite StarVegas Casino IT to join the conversation.

Dear StarVegas Casino IT,

Could you kindly furnish us with an estimated timeframe for the completion of the player's document verification process? Additionally, are there any additional documents needed to facilitate the withdrawal process?

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.

yesterday I spent two hours in chat and I finally managed to speak to one of their operators, he told me and provided scandalous things, they say that proof of residence is not valid, I provided 3 valid documents in this regard, two account statements from two of my banks and also the bank contract that I signed when I opened, the confused operator first replied that he didn't see the documents then he saw them but they weren't good but he didn't tell me why, it's clear that the casino is looking for excuses not to pay me the I also sent selfies and many other documents, finally I also asked them for the certified email because a friend of mine who is studying to become a lawyer advised me this way and they also provided me with one that didn't work, and I think this is also a crime for the Italian state , I feel cheated on every front and I don't know what to do, in the end I will have to report it I'm afraid

ieri ho passato due ore in chat e sono riuscito a parlare finalmente con un loro operatore, mi ha detto e fornito cose scandalose , dicono che non va bene la prova di residenza , ho fornito 3 documenti validi al riguardo due estratti conto di due mie banche e pure il contratto bancario che ho firmato quando ho aperto , l'operatore confuso mi ha risposto prima che non vedeva i documenti poi li vedeva ma non andavano bene ma non mi diceva perche, è chiaro che il casino stia cercando scuse per non pagarmi gli ho inviato anche selfie e tantissimi altri documenti , infine ho chiesto pure loro la pec perchè un mio amico che studia per diventare avvocato mi ha consigliato cosi e me ne hanno fornita una pure non funzionante , e questo penso sia pure un reato per lo stato italiano, mi sento truffato sotto ogni fronte e non so come fare , alla fine dovrò denunciare temo

Dear riccardolallai,

I have tried to contact the casino repeatedly but had no success in getting any information. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority (ADM) (https://www.adm.gov.it/portale/contatti) and submit a complaint to them at [email protected]. The Italian Gaming Authority has more options and tools to help players. If you want to know more about ADM and how to submit a complaint please click here. Please let me know how ADM responded at [email protected]

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

Best regards,

Michal

Casino Guru