Hello,

After many deposits via bank transfer, I wanted to withdraw 100€, but a BSB code is required for the bank transfer, which is only used in Australia. But I have a German account and have only paid from this because I live in Germany.

The request to the customer service brought nothing, because they meant that I should deposit using another deposit option and then withdraw. I only want to pay out my money via IBAN, but this is no longer offered.

Customer service only gives standardized answers that are not helpful.

Hallo,

nach vielen Einzahlungen über Banküberweisung, wollte ich 100€ abheben, jedoch wird bei der Banküberweisung ein BSB Code ben?tigt, welcher nur in Australien benutzt wird. Ich habe aber ein Deutsches Konto und habe immer nur von diesem eingezahlt, da ich in Deutschland lebe.

Die Anfrage beim Kundenservice hat nichts gebracht, da diese gemeint haben, ich soll über einen andere Einzahlungsm?glichkeit einzahlen und dann Auszahlen. Ich will nur mein Geld auszahlen über IBAN, das wird aber nicht mehr angeboten.

Der Kundenservice gibt nur Standardisierte Antworten, die nicht Hilfreich sind.

Dear 19jakubjozwik91,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

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.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Payment by bank transfer is possible, but the form is only for Australian banks. A week ago it was still possible to pay out via IBAN, now the wrong form is displayed.

Die Auszahlung per überweisung ist m?glich, nur ist das Formular nur für Australische Banken. Vor einer Woche war es noch m?glich per IBAN auszuzahlen, jetzt wird das falsche Formular angezeigt.

Thank you very much, 19jakubjozwik91, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, 19jakubjozwik91,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Stelario Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Stelario Casino Team,

Could you please explain the player's situation in more detail and provide us with a proposal for withdrawing the funds from his casino account?

Thank you in advance for providing the information.

Dear 19jakubjozwik91,

We have reviewed your complaint about the withdrawal of funds in detail.

There were technical problems with withdrawal via wire transfer at the moment you had specified.

Our development department has identified this problem and resolved it together with the payment system by carrying out double-sided technical works.

We would like to inform you that now you can easily deposit to your game account and withdraw your winnings via bank transfer. For the withdrawal of funds now you will need to specify only the IBAN.

After checking your account, we found out that you, unfortunately, lost all the money you had in your game account.

We are very sorry for your loss, and as an apology for the necessary technical work with the payment system, your account has been charged a no deposit gift of 50EUR. 

If you have any further questions, we are always happy to help you.

Thank you, Stelario Team, for the detailed explanation.

Dear 19jakubjozwik91,

Can you please confirm that, in the meantime, you played your balance down to zero? Could you provide us with an update?

Dear 19jakubjozwik91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Stelario Casino, for providing information and cooperation.

Best regards,

Branislav, www.kpvfaw.com