The player from Canada had faced a prolonged verification process at BitStarz after a significant deposit and win. He had provided various documents for verification, including a driver's license, utility bill, and location-specific pictures. However, the casino had deemed these documents as 'obviously edited' and had confiscated the player's balance without further explanation. The player's account access had subsequently been suspended. We had involved BitStarz in the conversation and they had provided proof supporting their actions. After reviewing the evidence, we concluded that the player's complaint had been invalid due to the use of edited documents. The player's complaint was rejected and he was advised to use genuine documentation for future verification processes.
BitStarz Casino - Player had his winnings confiscated after an extended verification process.
Amount: Can$1,489
BitStarz Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
I joined Bitstarz several weeks ago. I deposited 10 Litecoin, and did not use the sign up bonus offers that were available, as I wanted to be able to easily withdrawal if I were to win.
I ended up winning a marginal amount compared to my deposit, and requested a withdrawal of $1500.
The requests started small. They wanted my drivers license, front and back and utility bill. They received those. They then told me that I needed to go out somewhere and find a newspaper, and sign and date the newspaper, and then also include that in the selfie with my ID. They received that. Then they told me that I needed to go out somewhere local, and send a picture of myself next to a recognized geographic location. They received that.
I also went above and beyond and sent them a video of myself with my ID in hand so that we could resolve whatever confusion there was. The next response I received was telling me that my documents were obviously edited, and therefore, the entirety of my account balance was being confiscated.
I was absolutely sure there was some mistake or something. The number of documents I had submitted, how could this be the response. Every subsequent attempt to contact bitstarz has resulted in a staff member telling me that the previous decision is final.
I have asked for specific information on what they believe to be edited. They have refused to offer specifics. And since they arent edited, they wont have a response to the matter.
If a casino can arbitrarily decide to confiscate account balances, and offer no explanation or evidence into the matter, there is a major problem. I did not abuse their bonuses. This was all winnings done off of legitimate deposits.
I am going to include the same documents they received, and Im hoping that either my withdrawal can be processed, or they can return the funds that I deposited.
Dear arnoldwassniped,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
No, they told me that the documents were edited. So I sent in videos of myself with the documents as well. My account access has since been suspended, and I was informed my winnings were confiscated
Thank you very much, arnoldwassniped, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
Hi, arnoldwassniped,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BitStarz Casino to join the conversation and contribute to the resolution of this complaint.
Hi guys,
Absolutely, we're happy to share our side.
@Peter, where do you want me to send the proof that supports our action taken?
Olle
I’ve requested the same "proof" that you have used to confiscate my funds as well several times over several weeks. Please feel free to forward that along to arnoldwassniped@icloud.com. Since that doesn’t exist, I imagine I won’t see a reply yet again
I also made the effort to go get a new ID printed at our ID office and sent you an updated copy because I was told the last couldn’t be read. I included numerous proof of address documents and a video selfie with aforementioned documents.
Thank you BitStarz Casino team for the provided evidence.
Dear arnoldwassniped,
I've looked at the evidence provided by the casino and I'm afraid I won't be able to help you. I can only recommend you use genuine documentation for verification in the future to avoid trouble. Your complaint will be rejected. If you disagree with our decision, please turn to the Antillephone Gaming Authority for further assistance (https://casino.guru/licensing-authorities/curacao-license-3). I wish I could help you more.
Best regards,
Peter
