The player from Malta had faced issues with withdrawing his winnings due to complications in address verification. Despite having submitted a government document and bank statement, the casino had requested additional documents. Later, the issue had been successfully resolved and the player had expressed gratitude for the assistance received.
BitStarz Casino - Player is facing withdrawal issues over address verification.
Amount: €1,100
BitStarz Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I submitted all my verification documents and they were accepted, except for proof of address. I submitted an official government document with my address showing and less than 90 days old. They said they need a bank statement instead, which I submitted (clearly showing the address and a recent statement too). They accepted it. When I came to withdraw, they said my account needed to be verified - i needed proof of address. I said I had already provided this and they responded by saying the bank statement was for confirmation of account not proof of address. they asked if I could provide a statement from another bank and I said I didn't have one. It seems like they are doing all they can to prevent me from withdrawing. The bank statement clearly shows my address, as do the various tax documents I have provided. i do not have utility bills under my name, as I explained, but now they are saying that only these are required.
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1 year ago
Dear maury1384,
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.
- Do I understand correctly you already sent a picture of the original letter to the casino as well?
- Is there an option for you to submit a confirmation of residence letter from the local authorities?
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
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1 year ago
this has now been resolved, thanks to all involved. I am extremely grateful!
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1 year ago
Dear maury1384,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
