BitStarz Casino - Player is experiencing difficulties with account verification.

BITSTARZ takes FOREVER to verify account. Keep looking for excuses. 

So I made an account on bitstarz a few days ago, I made two deposits and was keep playing. Won a little bit and wanted to withdraw, then I got an email to fill my profile info. As I did not know and was not informed at that time that I'm going to have to upload documents, I put random name in profile info, although I put correct country which is Canada. I did not know the name would matter at all. Then I got a request to upload documents, ID and proof of address. So I wanted to change the profile info to correct one, but was unable to, as the option was greyed out. I contacted the support on there and explained the person what happend and that I would like to change the profile info to correct one since I have to upload documents. The person said it's not a problem and that after providing documents they will change the profile info manually, and that he will add the note for the team about this. So the next day when I had a moment and found documents needed for proof of address I took pictures of my drivers licencse front and back, and a picture of my bank statment showing my name and my address which matches the one on my drivers license. 20 minutes later I got an email saying they want me to upload a picture holding my ID next to my face. So another 20 minutes later I uploaded the requested picture. I contacted support again and asked how long will this take, and was informed that it can take UP TO 12 hours. So when few hours passed I contacted the support again and was assured it will be done within 12 hours from uploading documents and I should keep waiting. So I waited another few hours. Then contected them again after 16 hours and was informed that they cannot review my documents until they review my account because I put different info on my profile. I told them I already talked to one of their people about this and was assured it was not a problem, but my little speech was kind of ignored. Then when I asked how long will that take I did not get straight answer at all. So right now I'm stuck with coins on the casino and it feels like they are just waiting for me to go back on it and lose it before they 'review' my account. I mean what do they even review? I uploaded all documents requested including A SELFIE with my ID and more then enough to proof my identitity. I kindly asked them BEFORE uploading documents to let me change the profile info so everything would be correct and was assured it will not be a problem. And right now it seems like it's the biggest problem EVER. The support is not helpful at all and each person tells me different things. However I feel like they are all just laughing at my face saying HAHA YOU SENT US MONEY AND WE DONT CARE IF YOU WON..... So I guess I will be waiting forever. Or at least to the moment when I go back and lose the coins, then, probably, suddenly my account would be approved. 

Is there anything I can do about this, as from my point of view this NOT very fair-play on their side. I mean I paid real money to gamble and I am expectin real money when I happen to win. But it seems like they just accept deposits but when it comes to withdrawing they have TONS of excuses to not do it. Even after CONFIRMING MY IDENTITY. Is that gambling? Because to me it feels like its a robbery. 

Now I am wondering if my bank account is safe since I gave them all those pictures including my ID, my bank statment, and also a selfie holding my ID. 

Dear CC13,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BitStarz Casino. I have checked the casino's Terms and Conditions and this is what I found:

3.3.15 The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity. In case you provide false or incompleted Personal Data, the withdrawal can be refused and the Player Account terminated, of which you will be informed by email. Reporting by the Casino to applicable regulatory bodies of actions performed by the player may be required.

Can you please clarify how much of the information you provided in your profile was inaccurate? Based on what you've said, it seems like only your country of residence was correct.

When you play at an online casino, it's crucial to provide accurate personal information that can be verified.

Also, please forward any relevant communication between you and the casino regarding this problem to veronika.l@casino.guru.

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

hello.

i put random name on my profile info as i had no idea it would matter at that point, but after i recieved another request which this time was to show the documents I wanted to change the name to the correct one but was unable to. although after i uploaded required documents i got another request to take a selfie holding my ID. so I sent the picture a few minutes later. Also I was assured that after providing documents the casino will change my profile info manually. I talked about this with their support and explained what happened. And that was before I provided any documents. i was assured it will not be a problem. also my account is disabled now and I am not able to login at all.

I apologize, but it's important to note that the Terms and Conditions always take precedence over any information provided by customer support. When creating an account with an online casino, it's crucial to provide accurate personal information. Since you used random information to create your profile, we are unable to assist you in resolving any issues with the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.