BitStarz Casino - Player is struggling to withdraw.

I played in this casino, I saw that it has a good reputation here on the guru site, I won with money that I deposited, I won with bonuses too, but within the rules, I can't talk in the chat, they say that there is no support for Brazil. 12 hours no response I sent several emails I sent all my documentation I did everything correctly but no one answers me gives me support I played in this casino because they say and they themselves say that they pay in 10 minutes but I did not receive my withdrawals I am very upset I hope this situation be resolved as soon as possible thanks to the site Guru

Dear alessandra80oliveira,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

I am optimistic that since you submitted your documents for verification they will be looked at and processed as soon as possible. If the verification will be delayed for more than 7 days or you'll have any issues with documents being rejected please let me know and we'll assist you.

Best regards,

Tomas

Dear alessandra80oliveira,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.