888Starz Casino - Player’s struggling to complete the account verification.

I would like to withdraw the money, but then they ask me to present proof of the deposit, this one made by mbway card, I already sent photos of the mbway card screen and the movement, I already asked the bank for documents and everything was denied

Dear sardet,

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 and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear sardet,

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

Good Petronella,

Yes, this is indeed the case, having already presented all the possible verifications that I have access to, even a print of the aforementioned virtual card and even so, I am not allowed to withdraw the money. My own bank account manager has already made a document where he explains everything and they keep saying that it is not valid.

I don't know what else I can do, I can send you the emails and attachments exchanged with the casino

Dear sardet,

If you wish t forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru. Thank you very much in advance.

Thank you very much, sardet, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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 sardet,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear 888Starz Casino,

Could you please provide some information regarding the player's denied documents for verification?

Thank you for your cooperation.

Kind regards,

Tomas

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.

Hi sardet,

I have tried to contact the casino repeatedly but had no success. 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 Curaçao Gaming Authority (https://www.curacao-egaming.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

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

Best regards,

Tomas

We’ve reopened this complaint at the request of 888Starz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Here's the casino's message:

"Dear sardet,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your verification and understand your concern. However, please bear in mind that verification when withdrawing funds is necessary for the security of your funds on the account. We protect our customers' accounts.

From your profile information, we see that in order to complete verification, you need to provide a statement from your payment method. The withdrawal on your account will be available after full verification.

If you have any difficulties with the verification process, please contact us, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

888STARZ Manager"

Dear sardet,

Could you please provide the casino with the requested document in order to complete the verification?

Please let us know once you do so. Thank you.

Kind regards,

Tomas

Dear sardet,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Kind regards,

Tomas

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas