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Subject: Complaint about StarCasino system malfunction – Blackjack First Person (20/07/2025)

Hi everyone,

I would like to share my experience with StarCasino and ask the community for advice on how to proceed.

What happened?

Date/Time: July 20, 2025, 11:56 AM.

Game: First Person Blackjack (virtual dealer, NOT live).

Problem: Sudden disconnection during a hand, forcing the player to auto-stand and losing €200.

Why is this a valid complaint?

Violation of the rules of the game

StarCasino clearly publishes (also on its WhatsApp) that:

"If you get disconnected, the game is frozen and resumed upon reconnection."

Instead, the system skipped this procedure, applying Auto-Stand for no reason.

Inadequate care

Operator Damiano admitted that the system was "blocked" (chat attached), but:

He did not provide any technical logs to prove his mistake.

He initially confused the game with the live dealer, demonstrating little competence.

PayPal rejected the complaint (due to gambling being excluded from protection), but the technical issue remains.

What I ask of the community

Advice on how to proceed: Have you had similar experiences with StarCasino? How did you resolve them? If necessary, I'll attach the correspondence I received.

Oggetto: Reclamo per malfunzionamento sistema StarCasino – Blackjack First Person (20/07/2025)

Ciao a tutti,

vorrei condividere la mia esperienza con StarCasino e chiedere consiglio alla community su come procedere.

Cosa è successo?

Data/ora: 20 luglio 2025, ore 11:56.

Gioco: Blackjack First Person (dealer virtuale, NON live).

Problema: Disconnessione improvvisa durante la mano, con chiusura forzata in "Auto-Stand" e perdita di 200€.

Perché è un reclamo valido?

Violazione delle regole del gioco

StarCasino pubblica chiaramente (anche sul suo WhatsApp) che:

"In caso di disconnessione, la partita viene congelata e riproposta alla riconnessione".

Invece, il sistema ha saltato questa procedura, applicando l’Auto-Stand senza motivo.

Assistenza inadeguata

L’operatore Damiano ha ammesso che il sistema era "bloccato" (chat allegata), ma:

Non ha fornito log tecnici a prova dell’errore.

Ha inizialmente confuso il gioco con il live dealer, dimostrando poca competenza.

PayPal ha rifiutato il reclamo (per esclusione del gioco d’azzardo dalla protezione), ma il problema tecnico rimane.

Cosa chiedo alla community

Consigli su come procedere: Avete esperienze simili con StarCasino? Come le avete risolte?se necessario allego la corrispondenza avuta

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent you an email with the correspondence with starcasino and I anticipate here some photos the email is s****n**** I masked it to prevent any malicious person from using it to send spam.

vi ho inviato una mail con la corrispondenza con starcasino e anticipo qui alcune foto la mail è s****n****a@hotmail.com lo ho mascherata per evitare che qualche malintenzionato posso utilizzare per invio di spam

here is the problem immediately after reconnecting

ecco il problema subito dopo la riconnessione

Thank you for your responses.

I have checked the rules directly in the First Person Blackjack game, and here is what I found under the Disconnection Policy:

Were you able to reconnect within 20 minutes after losing connection with the game?

Do you have any evidence that the disconnection was caused by an error on the casino’s or game provider’s side, rather than on your end?

Yes, after connecting immediately after, the €200 had been deducted, but the platform was inaccessible. I tried Blackjack First Person and Crazy Time. This message appeared. I contacted the call center via chat and spoke with a man named Damiano, who told me that the platform was blocked. I believe something went wrong with the session reinstatement. He told me that he would send the report to the relevant department. After a few hours, the balance remained unchanged, meaning the €200 had been deducted, and the platform had been restored. Damiano was certainly the one who made the mistake, as he didn't realize that the game was suspended and needed to be unblocked. The time is 12:10 at the top right. The photo with the metadata appears to have been acquired at 12:10 on July 20, 2025. I took more photos immediately afterward, but they are currently stored on another computer that I don't have with me at the moment, but in my office.

si dopo essermi collegato immediatamente dopo erano stati decurtati i 200 euro ma era inaccessibile la piattaforma sia blackjack first person e anche ho provato crazy time usciva questo messaggio ho contattato il call center via chat e ho interloquito con un tale Damiano che mi diceva che la piattaforma era bloccata, io credo che qualcosa sia andata storta con il ripristino della sessione, e comunque mi riferiva che avrebbe inviato la segnalazione al dipartimento competente dopo qualche ora il saldo risultava invariato ovvero decurtatao dei 200 euro e la piattaforma era stata ripristinata, l'errore lo ha fatto sicuramente Damiano che non si è reso conto che la partita era sospesa e doveva essere sbloccata. in alto a destra è presente l'orario 12,10 la foto con i metadati risulta acquisita alle ore 12:10 del 20 luglio 2025 ne ho scattate altre immediatamente dopo ma al momento sono custodite su un altro pc che in questo momento non ho con me ma in ufficio

I am writing to you as a mediator in disputes between players and operators, to report a serious case of repeated technical malfunctions by StarCasinò, which have caused unjustified losses and lost earnings.

Chronology of events

July 28: StarCasinò responded to a previous complaint of mine, requesting "date/time stamped error screens" to assess a refund.

Today, 4 unexpected disconnections occurred during active gameplay, with the following consequences:

Dealing disruptions in progress (including one with a net loss of €192).

Strategy block, preventing me from reaching a balance higher than €1,000.

False "inactivity" report even though I was connected and active.

Complete documentation

I have collected incontrovertible evidence, including:

✔ Videos and screenshots of disconnections, with timestamps.

✔ Chat with StarCasinò support (where I reported the problem in real time).

✔ History of cancelled items and balance movements.

Failure of StarCasinò to resolve the issue

Despite having provided all the requested documentation, StarCasinò:

It didn't fix the glitch (disconnections persist).

He ignored evidence of the losses he suffered.

He sent standard responses, without evaluating the case on its merits.

Request for intervention

I ask Guru Casino to:

Please check the documentation attached to the email I sent you.

Start a mediation with StarCasinò to obtain:

Reimbursement of losses (€192 + lost profits).

Restoring the balance to the value I would have reached without disconnections.

Definitive technical resolution of the problem.

I'm attaching all the documentation for your consideration. I look forward to hearing from you.

Best regards,

Nicholas

mi rivolgo a voi in qualità di mediatore nelle controversie tra giocatori e operatori, al fine di segnalare un grave caso di malfunzionamenti tecnici reiterati da parte di StarCasinò, che hanno causato perdite ingiustificate e mancati guadagni.

Cronologia dei fatti

28 luglio: StarCasinò ha risposto a un mio reclamo precedente chiedendo "schermate di errore con data/ora" per valutare un rimborso.

Oggi si sono verificate 4 disconnessioni improvvise durante sessioni di gioco attivo, con le seguenti conseguenze:

Interruzione di mani in corso (tra cui una con perdita netta di €192).

Blocco della strategia, impedendomi di raggiungere un saldo superiore a €1.000.

Falsa segnalazione di "inattività" nonostante fossi connesso e attivo.

Documentazione completa

Ho raccolto prove incontrovertibili, tra cui:

✔ Video e screenshot delle disconnessioni, con timestamp.

✔ Chat con l’assistenza StarCasinò (dove ho segnalato il problema in tempo reale).

✔ Storico delle partite annullate e movimenti di saldo.

Mancata risoluzione da parte di StarCasinò

Nonostante abbia fornito tutta la documentazione richiesta, StarCasinò:

Non ha risolto il problema tecnico (le disconnessioni persistono).

Ha ignorato le prove delle perdite subite.

Ha inviato risposte standard, senza valutare il caso nel merito.

Richiesta di intervento

Chiedo a Guru Casino di:

Verificare la documentazione allegata alla mail che le ho inviato.

Avviare una mediazione con StarCasinò per ottenere:

Rimborso delle perdite (€192 + mancati guadagni).

Ripristino del saldo al valore che avrei raggiunto senza disconnessioni.

Risoluzione tecnica definitiva del problema.

Allego tutta la documentazione per vostra valutazione. Resto in attesa di un vostro riscontro.

Distinti saluti,

Nicola 

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear john117master,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Star Casino IT to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

It would be helpful if you viewed the videos I've captured of what I've said. The main problem is that their system, in the event of a disconnection during a game, doesn't automatically restore the connection, blocking access to the Black Jack First Evolution platform. Specifically, you need to contact the chat operator, who will forward the report to the provider. Out of five cases tested, the autostand intervened in all five, but only after the required 20-minute delay. In two of these five cases, despite the autostand's intervention, in the first case I wasn't able to obtain a favorable cashback or turn over my card, while in the last case the dealer had an ace and therefore didn't give me the option to take insurance or otherwise choose. I've attached their chats.

Sarebbe utile che visionaste i video che ho acquisito di quanto ho detto. Il problema principale è che il loro sistema, in caso di disconnessione durante la partita, non effettua il ripristino automatico, bloccando l'accesso alla piattaforma Black Jack First Evolution. In particolare, è necessario contattare l'operatore della chat, che invia la segnalazione al provider. Su 5 casi testati, in tutti e 5 è intervenuto l'autostand, ma solo dopo il tempo previsto di 20 minuti. In 2 di questi 5 casi, nonostante l'intervento dell'autostand, che non mi ha dato nel primo caso effettuare un cashback favorevole o girare la carta, mentre nell'ultimo caso il dealer aveva asso e pertanto non mi ha dato la possibilità di fare assicurazione o comunque di scegliere in ogni caso vi allego le loro chat

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.

Dear john117master,

I would like to inform you that I have been in contact with the casino representative and have obtained some initial information regarding your issue. However, at this stage the details provided are insufficient to draw any conclusions.

I will continue discussing the matter further and will update you as soon as there are any developments.

Thank you for your continued patience.

Their problem is that they do not accept that with Firefox browser if unfortunately the connection is lost, but not in my case as I was playing and I was kicked out for inactivity, it does not provide for the restoration of the game, and the application remains blocked and you are forced to call the call center, which then forwards to the game provider, in the first case the call center gave me incorrect information that I had gone to auto stand in the next 4 cases the first three in autostand were favorable, while for the fourth or fifth in all they did not give me having come out an ace to take out insurance because the app was inaccessible blocked

il loro problema che non accettano che con browser firefox se malauguratamente si perde la connessione, ma non nel mio caso in quanto giocavo e venivo buttato fuori per inattivita, non prevede il ripristino della partita, e l'applicazione rimane bloccata e si è costretti a chiamare il call center, che poi inoltrano al provider del gioco, nel primo caso il call center mi ha dato una informazione sbagliata ovvero ero andato in auto stand nei successivi 4 casi i primi tre in autostand sono stati favorevoli, mentre per il quarto ovvero il quinto in tutto non mi ha dato essendo uscito un asso fare assicurazione perche la app era inaccessibile bloccara

Dear john117master,

I would like to inform you that I am still awaiting the casino’s response regarding this matter. My apologies for the delay, and please be assured that I will reach out to you as soon as I receive an update.

Thank you very much for your patience and understanding.

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.

Dear john117master,

I apologize for the delayed response. Unfortunately, I have not yet received any feedback from the casino representative. It is possible that the delay was caused by their attendance at this year’s SBC Conference in Lisbon last week.

For this reason, I would like to allow a little more time for them to resume their regular activities and address my inquiries. I will update you as soon as I receive a response from them.

Thank you very much for your patience and understanding.

Dear john117master,

I would like to extend, once again, my sincere apologies for the significant delay in resolving this complaint.

As expected, the casino representative contacted me following the aforementioned conference. However, my initial inquiries were not fully addressed, and I was informed that the representative does not directly handle player-related issues. Since this was the very first complaint to reach the resolution stage for this casino, they were unfamiliar with our process. I therefore provided them with a detailed explanation.

I clarified that unresolved complaints result in black points, which may negatively affect the casino’s displayed safety index and its overall position on our platform. Additionally, as the casino currently holds Casino Guru’s Fair Play Badge, I explained that maintaining this badge requires having no unresolved complaints. Closing this complaint without resolution would therefore lead to the loss of that status.

I believe my explanation was sufficient for the representative to now take prompt and appropriate action in this matter.

Thank you very much for your patience and understanding. As always, I will share any updates with you as soon as they become available.

Dear john117master,

I’m reaching out with the latest update regarding your complaint.

Unfortunately, it appears that we’ve reached a dead end in this matter. While the casino initially showed interest in resolving the issue, communication has since stopped, and the requested information has not been provided.

At this point, there’s no practical reason to keep the complaint open while waiting indefinitely for a response. For this reason, I will now close the complaint as unresolved.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn’t provide a more satisfactory resolution. However, there’s still a further course of action available to you. You may consider submitting an official complaint to the Agenzia delle Dogane e dei Monopoli (ADM) by completing the form available here: ADM Complaint Form (PDF) and sending it to giochi.reclami.online@aams.it.

As the official regulatory authority, the ADM may have more tools to review your case and assist further. For step-by-step guidance on submitting a complaint to a regulator, you can also visit: https://casino.guru/submitting-complaints-to-regulators

If you need any assistance with preparing your submission or receive an update from the regulator, please don’t hesitate to contact me directly at jakub.m@casino.guru.

I’m genuinely sorry we couldn’t be of more help in this case, but please know we remain available should anything change or new information arise.

Best Regards,

Kubo