888Starz Casino - The player's verification is delayed.

Good day! I have problems with 888starz.bet casino. The casino delays verification, pursuing its own selfish goals.

During the verification process of my account, I submitted the following documents:

09/23/2021 - photo of an identity card in JPG format, 09/27/2021 - photo of a foreign passport;

09/29/2021 - screenshots of the electronic wallet from which the deposit was made at the casino.

From October 2021 to present, at the request of the casino, I sent EIGHT! a selfie with an identity document in front of incoming messages from the casino security department. All data is clearly visible and readable, a dialogue with the security department is open on the laptop. In support of my words, I additionally sent a screenshot of an enlarged identity document and a screenshot of an enlarged image of my laptop screen in the photo that I sent earlier.

The casino refuses to accept sent selfies without giving reasons. I have repeatedly asked to indicate what the inconsistency of the sent selfies is, there is no casino answer to this question. The casino sends a new request for a selfie.

I also send you screenshots of correspondence with the casino.

Please help me get verified.

Hello DMP895,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with 888Starz Casino. Allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? Did you ever make a withdrawal from the casino before?

When was the last time the casino responded to you and what was it?

Please forward any emails, screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Good day!

Yes, there have been successful withdrawals from this casino before. The first request for documents was received on September 15, 2021.

Also to your email. I sent screenshots of correspondence with the casino by mail. If necessary, I am ready to provide selfies sent to the casino - you can make sure that they meet the requirements of the casino.

Hello DMP895,

Thank you for the e-mails, took a while to check all the details. Although, screenshots are different (less visible) than the e-mails you sent to the casino. As it seems that you provided everything they requested, I will now forward the complaint to my colleague Tomas who will be assisting you from now on while trying to contact the casino.

I hope we will be able to help you out.

Regards,

Nick

Hello DMP895,

I will take care of your complaint from now on. I looked at the communication exchange with the casino security team which you sent us and will now try to help you. You can send any additional evidence to my email at tomas@casino.guru

Please understand that unless the casino allows it, you shouldn't send edited documents to the casino. Sending screenshots of enlarged identity documents might not help you to satisfy the casino verification process. I understand that you send multiple documents on many occasions, but this might have been a problem on occasion. Nevertheless, it seems to me you are trying to complete the verification in good faith and the casino should assist you.

I would like to ask the 888Starz Casino representative to join the discussion and help us resolve this verification issue. Please advise which steps DMP895 should take to successfully verify his account.

I am ready to send you the photos that I sent to the casino. And you can make sure that I have fulfilled all the requirements of the casino.

Hello. At the moment, the security specialists are expecting a user to provide a selfie with an identity document against the background of correspondence with the security specialists. Previously submitted photos did not meet the conditions of the requested documents, namely:

1. Photos must necessarily be high quality. The document data must be fully readable upon viewing the photo, as well as the text of the correspondence.

2. We can not accept photos processed with graphic editors. 

Our specialists are still waiting for a photo that meets these requirements. 

Kind regards,

888starz.bet team. 

Dear 888Starz Casino team,

Do I understand correctly you require the following in the same picture?

-the player's face

-player's ID

-computer screen with the previous communication between you and the player displayed on it

Thank you.

Right. We should be able to see in the photo:

- The full face of the player;

- Player's identification document;

- Correspondence with the specialists of the appropriate department.

All details of both the document and e-mails must be clearly readable. 

Kind regards,

888starz.bet team. 

Hello all,

thanks to the 888Starz Casino team for the clarification.

Dear DMP895,

I encourage you to send the photo as described by the casino representative above to the casino security team email. I am optimistic that your request will be approved after you do so. Keep us updated about the result.

Dear DMP895,

Were you able to verify the account, following the casino's instructions? Please let us know. I will keep this complaint open for additional 7 days. If we won't receive any answer from you we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've received a message from the player:

"I ask you to reopen my complaint against 888starz casino. A selfie, taking into account the requirements of the casino, was sent to the casino's email today. A screenshot of the sending of the selfie and the selfie itself are sent to you to confirm my words. I hope for your help."

888Starz Casino, Could you please confirm you received the documents from DMP895 and let us know if anything else is needed to complete the verification successfully? Much appreciated!

Good day.  

User needs to send selfies on the background of correspondence with the Security Service. Please note that in the selfies must be the owner of the account. At the moment, the user has sent several photos with different people, it is not suitable for verification.

Kind regards, 

888starz.bet team.

Good afternoon! 888Starz casino is misleading. All photos show only me!

I sent you the photos sent to the casino by mail nikolas.b@casino.guru. You can verify the veracity of my statements, as well as that the photos are of good quality and meet the stated requirements of the casino

Dear All! I sent another selfie with a passport to the casino and to the mail nikolas.b@casino.guru against the backdrop of correspondence with the casino. My passport data and correspondence with the support service, opened on the laptop monitor, are well readable.

I also draw your attention to the fact that my passport was issued in my 2014. Almost 8 years have passed since the date of issue of the passport. I can't look exactly the same as on my passport. I, like any person, are characterized by changes in 8 years.

However, I declare that the passport belongs to me and that the photo is of me!

Dear DMP895,

please send all subsequent evidence to tomas@casino.guru from now on. I'll have a look at the evidence and will reply shortly.

Dear DMP895,

I have looked at the provided evidence. I understand your frustration. The change in looks is apparent. Could you try to provide the casino with a selfie of you and your national ID? As far as I remember, you still haven't provided a selfie with you and the national ID in the setup the casino requires.

Good day!

Thomas, thanks to your assistance we have received all the necessary confirmations. 

Dear DMP895, verification process has been completed. Please, check your email box. 

Kind regards, 

888starz.bet team.

Good afternoon! The casino has reported that withdrawals are allowed. I put on withdrawal all available funds. But the casino did not credit the entire amount to my payment wallet. Missing $225.

I ask the casino to inform me what this is connected with and credit the missing $225.

888starz Casino,

could you explain the missing 225$? What happened?

Hello Gentlemen. 

During the verification of your activity on our platform, security experts have identified violations of the user agreement. In this regard, we had take the decision to cancel the compensation payment systems commissions on deposit and withdrawal operations for your profile, usually paid by the company 888starz.bet. All actions of the administration of the company 888starz.bet are strictly regulated by the rules, specified in the section of the Terms and Conditions on our website.

Kind regards,

888 Starz team

Dear 888starz Casino,

could you specify what kind of violations of the user agreement have you identified? Please provide us with an explanation and provide proof to my email address tomas@casino.guru

Hello all,

We are glad your account has been verified and your withdrawal was already processed.

Considering the circumstances, we respect the casino's decision not to reimburse the service charges imposed by payment systems on withdrawal and deposit.

As the main issue was resolved I'll mark the complaint as 'resolved' and I will adjust the disputed value of the complaint to better reflect the money that has been paid to you.

I'm sorry we were not able to help you with the issue of deposit and withdrawal fees, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino.