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Stargames - casino & games complaint

Ruling

Resolved - Due to questionable activity by a group of accounts playing with this operator, an extended investigation took place into a large number of accounts. This player was ultimately paid.

Read our StarGames Casino Review.

Player's Complaint

Hi guys,

I started playing 5-6 months ago at stargames.net,trying all games.I lost few deposits mainly in backgammon,the game I love most.Around 2 months luck changed,and I started winning some.I won my deposits back,I won even more.On 3rd of July I decided to withdraw some money from my account,and on the next day I found out my account is blocked.I wrote them asking why and what are the reasons.After 11 days they answered this:

"We were informed by our riskmanagement department that there were irregularities with your account [EDIT] and it had to be blocked due to violations of our GTC (see Points G and I)."

Points G and I are common points from their T&C,not anything specific.They wrote they won't give me further details.I am sure every player has the right to know,when his account is blocked,why and for what reasons his account is blocked.They never give me any.

So I decided to contact their regulator - MGA(Malta gaming authority).

After waiting for another 2-3 weeks I got this response:

"In your specific case, the information was passed to the MGA and examined in detail so as to confirm the Operator’s explanation of events. From the Authority’s end, it was determined that the Operator acted in accordance to the regulations and Terms and Conditions.This information is of a sensitive nature and cannot be provided to the player as is your case."

I will not use words as fraud and thieves,but you can judge by yourself.How come and why a site and even it's regulator will not simply explain what wrong a played has done?I would ask for a help with my case and also would like to warn every player out there about this site - Stargames.net and what can happen if someone decides to play there for real money.

Best Regards

Read the casino review

2 Responses

ThePOGG
August 27, 2015

Hi GeorgiAtanasov - welcome to ThePOGG.com!

Before we contact the casino we need to know;

1) Where you reside?

and

2) How much you won?

Regarding the justifications for non-payment - while I haven't looked into your case yet, if you look through the complaints on this site, there are many situations where we won't share the full information regarding the decisions taken. If it's established that the complainant has been doing something fraudulent and it's felt that sharing said information is likely to educate the complainant or other regarding how they were caught and how to avoid detection next time, no information would be given out. This is a standard position taken by the majority of regulatory authorities to discourage behaviour that is detrimental and questionable on a legal level.

As such, if on investigation it turns our that your account is involved in some such activity - operation of multiple accounts, collusion, implementation of unauthorised 3rd party software etc etc - we won't give any information on the case either and will simply close it in favour of the casino.

Once I have the above requested information I'll contact Stargames and see what I can find out.

Thanks,

ThePOGG

ThePOGG
October 2, 2015

I've intentionally left this complaint and another 2 that are about exactly the same issue open for some time due to an ongoing investigation behind the scenes.

Having spoken to both the operator and their regulator, I can say that I have been shown proof that there have been a group of accounts involved in what would be unethical behaviour that would be in breach of terms and conditions.

What I have not been shown is evidence that the three accounts that submitted complaints to this service were actually part of this group. My understanding is that several accounts that could not conclusively be linked to the group of accounts did get caught up in the investigation. I have also been informed that the players in each of these cases have been paid.

I do have concerns that 3 accounts that were involved in this issue all ended up here, but there are possible mundane explanations for this.

As the players have received their funds I'm closing these complaints as 'Resolved'.

ThePOGG

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Agreement

GeorgiAtanasov consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

August 27, 2015

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.