Bitsler Casino - Player's withdrawal has been declined and delayed.

Why does this casino have such a rating???

I won around 1300 dollars and requested a withdrawal, but after about 12 hours no payout was made. I contacted support, and they told me to wait indefinitely. Then I received a notification to go through a verification process, which is where things got interesting. I was asked to upload my passport, driver's license, or a migrant card. I uploaded my passport, but encountered an error, so they told me I needed a different document. I don't have a driver's license and definitely not a migrant card, so eventually, after two hours of arguing, they accepted my passport. It's been 4 days now, and the support department says they have no time limit for verification. They keep refusing my withdrawal and won't conduct the verification process. Please help.

Dear thompsonjor48,

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.

• Could you please list which documents you have already provided for verification?
• Were any of them confirmed by the casino?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I provided, as requested, a passport of the Russian Federation. I repeat, 4 days have passed since sending. they refuse to provide any information. completely ignore me

I want to note that a week has passed. The support service is not responding. verification is not carried out. winnings are not paid

Thank you very much, thompsonjor48, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear thompsonjor48,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bitsler Casino representative to join this conversation.

Dear Bitsler Casino,

Could you please clarify, if there is something that can be done to speed up the verification process?

Thank you in advance,

Mirka

I would like to add that yesterday the verification was canceled and forced to go through again. Russian passports are also not accepted. They ask for a driver's license or a migrant card. I am a citizen of Russia and I do not have a migrant card. No driver's license either. I tried to send a military ID (a document confirming that I served in the army, official, with all the data) it contains a photo and all the data, I tried to send an insurance policy, it also has my photo and all the data, they refused to accept it.

Dear administration, if necessary, I can even provide you with all my documents.

and again I want to add that the second time the verification was rejected, the support is not responding. just a mockery

As you can see, the support service ignores all messages

help stop this chaos, a week later the support responded and suggested that I go get a driver’s license to pass verification!!! it takes a year and is very expensive

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.