BitStarz Casino - Player faces withdrawal issues due to an old card.

After multiple attempts to communicate with auriel who’s acting for bitstarz to get my withdrawals paid I have now had to come here as they are continuing to bully and withhold money owed to me 

first off. 

I have been verified here multiple times 

I deposit here daily "tens of thousands so far"

never withdrew but made sure I was verified first 

I have sent all 3 bank cards they have said I’ve used over time to deposit with 

they have been verified, everything else verified and fine 

now here is the twist and were they are trying to bully me is there is a card I used months and months ago with, this card I also used online to deposit at other online casinos. 

that card at one point had a few attempted unauthorised transactions made, my bank shut that account down, I since left that bank months ago for my current bank were all 3 cards I own from my current bank have been supplied to bitstarz and all approved yet they won’t pay me because this card from a old bank I was with and left months and months ago they want to see yet no withdrawal attempt has been made against that at all, I managed to supply them with a transaction proof and document showing that card was mine, did exist, and showed them proof from a bank statement with deposits made to them with there name 

and they still won’t pay me. 

I also told them respectfully and sadly that my daughter was born with a terminal illness back in June, sadly my grandmother passed away on my birthday last year and my mother sadly is going down hill with her cancer treatment the same as my grandmother suffered. And they continue to bully, be nasty and illegally and unlawfully withhold my money legitimately and honestly won. 

So close to Xmas I’m sadden these people think they can do this, this money was to go towards my daughter born with cystic fibrosis and her enzymes and medical cost as she’s only 5 and a half months old 

shame on this casino and I want everyone to know this

Dear ryandavids1988,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with BitStarz Casino.

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.

The casino is eligible to check and verify all the payment cards that were used for making deposits.

Do you have any document proving that the unverified payment card you used was canceled?

Do you also have a document showing that your account at that particular bank has been closed?

Have you provided all the requested documents about this one card to the casino? What was the reason for not verifying that card?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi there thanks for your email

yes I have shown legal documents regarding this that have card number 4098 there referring to on the legal bank document

now this card there referring to was only used 1 time in July never once did I withdraw from that card

the card that made withdrawal has been approved

this is ludicrous and a act of bullying and the nastiness, intentional attempt I’ve seen to bully someone

I’m a loyal customer who has always contributed and never withdrawn I’ve been approved with them for months and months

i known they are doing this for no other reason but to be bully’s and withhold legitimate money

this is the document the back supplied me and said they will only supply. It was circuled in blue by the banking Manager were it shares the card number and transactions

this casino should immediately lose all its ratings here, this is affecting my family and my wellbeing they know my daughter was born with a terminal illness only months ago and they are happy to continue to add to the pain and hurt

I have submitted more then everything needed I would like you guys to take it upon yourself to hold this casino to account, this is not a innocent thing this has been going on for days and days now each day trying to get them to be civil and mature but they have a ego issue here and intentionally trying to be nasty

night 1 series said to me in conversation "even if you send a screenshot across that will be ok"

I done this instantly and they took some time to respond and then said!! Ahhh ohh ummm " no actually can’t be via screenshot has to be document or pdf"

I go to the bank and get a legal, offical document from the bank and I send to them and they said! Ohh umm no no we can’t prove still that’s your card 🤦‍♂️🤦‍♂️

sooooooo then after that I speak to the bank again that I have left for months and no longer bank with, on the phone for the 7th running hour of being on the phone in 3 days and 3 trips to the bank being there for over 3 hours total to resolve this ludicrous request from the casino, to have this below attached letter, email, official proof once again that’s my card and guess what the casinos response is!!!!!

no sorry not good enough even though I forwarded the email from my bank straight to the casino to see and NOPE!!!

please help casino guru this is bullying cruel and nasty and the worst thing is, is they are actually enjoying this what they are doing to me they actually are, and as a loyal customer who has always deposited there and even brought friends and family to there casino to join, not to mention a few months ago I gave this same casino full good reviews on this site here and then they have done this to me

Thank you very much, ryandavids1988, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like the say that after contacting the head of BitStarz and stressing the fact of the documents provided are the correct ones and finally and I mean finally after mature heads prevailed that it has been paid the sum of $18000 dollars to my account and waiting for it to now be credited to my account

this would hopefully now resolve the issue

Dear ryandavids1988,

Hello, my name is Tomas and I am now handling your complaint. I am pleased to hear that there have been some developments regarding your case. I will be waiting for your confirmation of the receipt of the payment so that we can consider the matter resolved. I appreciate your cooperation.

Kind regards,

Tomas

Casino.Guru

Dear ryandavids1988,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas

Casino.Guru

ryandavids1988 informed us via email that the issue was resolved.