888Starz Casino - Player's withdrawal is blocked due to ongoing verification issues.

Hello gentlemen, I am having problems making withdrawals at 888starz casino.

They blocked my withdrawal, and account verification was requested and in the process, multiple documents have already been sent and they always ask for more in order to complicate the process and make the customer give up.

It has already been forwarded:

- 2x identity document (sent twice)

- Proof of deposits with personal data

- Selfie photo holding identity document next to face

- Selfie photo close to the face and in the background the emails exchanged with the 888starz security department and all data must be visible (What request is this?)

- Proof of service bills, where difficulties are being created to validate documents.

I sent a photo of the water bill, a photo of the electricity bill, and sent the water bill and electricity bill in PDF format. But they always respond.

"Please pay attention to the requirements of the Security Department."

or

"Provide uncompressed images, Make sure the file size exceeds 1 MB."

I'm not compressing anything, the way I took it was forwarded to the same people.

I don't know what to do anymore

Can anyone help me?

Dear jhonydrigues,

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

• Do I understand correctly the documents proving your address seem to be causing issues with verification now?
• Have you provided all the required documents as soon as possible and in the correct format? Were you able to take the picture with a camera so that the document is readable?
• Could you please send me your most recent communication with the casino? My email is tomas@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,

Tomas

Hi, I'm happy to have you back Tomas and to be able to count on your support.

Yesterday I sent the proof of service invoices again, and informed them that the files had not been compact and I could not provide them in any other way, after all I had already sent a photo and PDF of them.

After that, I was asked a few more support requests, such as:

- Passport photo

- Current photo with code provided by support with current date

 a leaf.

This morning I heard back from 888Stars support informing me that my account is blocked from new bets and that withdrawals are allowed.

I was able to make the withdrawal and everything was resolved, after several KYC requests.

Thank you to the support at Casino Guro.

Dear jhonydrigues,

I'm glad to hear you were able to receive your payout. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas

Casino.Guru