Stellare Casino - I selfie del giocatore sono stati rifiutati durante il processo di verifica.

Good day. I am here today to lodge a complaint against STELLAR CASINO🤬🤬🤬! So.. I have recently signed up for this site... Days ago, I made my first deposit of 20€ and they automatically gave me the first deposit bonus, the percentage of which I can't recall now! Then I began to play on a slot machine... As the reels spun, I was fortunate enough to see my bonus balance reach 1000€... So I kept playing until a few hours later when I noticed that the bonus balance became real balance (I was almost at 1,200€). Before proceeding with the withdrawal request, having been familiar with the usual affair of non-aams casino websites for a few years now, I sent all my documentation to their support email, namely: front and back of my identity card, bank statement and photo of my virtual prepaid REVOLU card along with the relevant card documentation. Then I requested a withdrawal of 500€ (the maximum daily withdrawal of their casino site). Right after I received an email from them stating that they needed my selfie with my ID card in hand to fully verify my account. Given that I always respect the terms and conditions of these online casino websites, I immediately sent them my selfie with the document in hand, both by email and in the site's chat. They responded after about half an hour letting me know that the ID card data in my hand was blurred and asked for another, better quality selfie. You must believe me... from yesterday morning to last night at 23:30, this charade continued🤬🤬🤬 I ended up sending over 13-14 selfies with this document in hand only for them to tell me each time that the selfie was not acceptable because the ID data was blurred!!🤬🤬🤬 Moreover, it's worth mentioning that among the various documents I sent via email, there was also THIS ID CARD... which they accepted!! Now I'm wondering.. what’s the difference between the ID card you accepted as documentation and the ID card in my hand during the selfie🤬🤬🤬 where they claim the data is blurred!!!!!🤬 It's truly SCANDALOUS 🤬🤬🤬 It's only natural for one to think the site is a scam!!!🤬🤬🤬 I kindly ask you, Casino Guru🙏🏻, to help me resolve this issue😫😫😫😓😓😓 you must believe me, it's frustrating to send 15 selfies to this site and each time receive the same response that the selfie is not good enough and that I have to take this selfie again!!!🤬🤬🤬

Buongiorno. Sono qui oggi a scrivere un reclamo contro CASINÒ STELLARE🤬🤬🤬! Dunque.. sono iscritto da poco a questo sito.. Giorni fa deposito per la prima volta 20€ e mi danno automaticamente il bonus sul primo deposito che in percentuale non ricordo ora quanto fosse! Dopodiché inizio a giocare su una slot.. Facendo girare i rulli ho lo fortuna di arrivare a 1000€ di saldo bonus.. Pertanto continuo a fare girare la slot fino a quando dopo un po’ di ore che giocavo, controllando sul mio profilo, mi accorgo che quel saldo bonus diventa saldo reale (ero quasi sui 1.200€). Prima di procedere con la richiesta di prelievo, conoscendo già da un po’ di anni la prassi di questi siti casinó no aams per avere la verifica completa del mio conto, invio al support del loro indirizzo e-mail tutta la mia documentazione e nello specifico: carta d’identità fronte e retro, estratto conto bancario e foto della mia carta prepagata virtuale REVOLU con relativa documentazione della stessa carta. Dopodiché procedo con la richiesta di prelievo di 500€ (il massimo prelievo giornaliero del loro sito casinó). Subito dopo mi arriva una loro e-mail dove mi comunicano che per poter verificare interamente il mio conto gioco hanno bisogno del mio selfie con in mano la carta d’identità. Premettendo che rispetto sempre termini e condizioni di questi siti casinó on line, subito dopo invio sia tramite e-mail che nella chat del sito, il mio selfie con documento in mano da loro richiesto. Mi rispondono dopo una mezz’oretta e mi comunicano che i dati della carta d’identità che ho in mano sono sfocati e mi chiedono nuovamente di inviargli un nuovo selfie scattato meglio! Dovete credermi… da ieri mattina a ieri sera alle 23:30 è andata avanti questa storia🤬🤬🤬 Praticamente gli ho inviato oltre 13-14 selfie con questo documento in mano e mi comunicano ogni cazzo di volta che questo selfie non gli va bene per i dati sfocati sulla carta d’identità!!🤬🤬🤬 Che poi c’è da dire che tra i vari documenti inviatogli via e-mail c’è anche QUESTA CARTA D’IDENTITÀ.. che mi hanno accettato!! Ora dico io.. cosa cambia tra la carta d’identità che mi avete accettato come documento e la carta d’identità che ho in mano durante il selfie🤬🤬🤬 dove loro dicono che i dati sono sfocati!!!!!🤬 È veramente SCANDALOSO TUTTO CIÒ 🤬🤬🤬 È normale che uno poi deve pensare che sia un sito truffa!!!🤬🤬🤬 Chiedo gentilmente a voi di Casino Guru🙏🏻 di potermi aiutare a risolvere questo caso😫😫😫😓😓😓 dovete credimi è frustrante inviare 15 selfie a questo sito e ogni santa volta ricevere sempre la risposta che il selfie non va bene e che devo riprovare a farmi sto selfie!!!🤬🤬🤬

Dear Ragmn82,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos take KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-       Do not edit the image in any way

-       The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-       When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please forward any relevant communication along with supporting evidence to petronela.k@casino.guru.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning! I have great news!🎉 Last night, after sending yet another selfie with document, I was finally accepted! So my withdrawal was processed last night itself! The fantastic news is that this morning I already had the funds in my checking account. So I underline the seriousness of the STELLARE CASINO site. I also thank you for the CASINO GURU support that you always make available!🙏🏻 So I can say that the case was solved in a great way!💪🏻

Buongiorno! Ho ottime notizie!🎉 Ieri sera, dopo aver inviato l’ennesimo selfie con documento, finalmente mi è stato accettato! Quindi il mio prelievo è stato elaborato ieri sera stesso! La notizia fantastica è che stamattina avevo già i fondi sul mio conto corrente. Quindi sottolineo la serietà del sito STELLARE CASINO. Ringrazio voi anche del supporto CASINO GURU che vi mettete sempre a disposizione!🙏🏻 Quindi posso dire che il caso è stato risolto alla grande!💪🏻

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ragmn82, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru