BitStarz Casino - Player’s account has been blocked.

They only sent me an email saying they closed my account after I made a withdrawal request. I asked customer service and they said I violated the terms but not what terms I violated. They asked for my passport and credit card photos, and bank statement, which I provided. They continued to ask for various selfies, and before I could upload it, my account was closed. This includes my deposit of 550,000 yen and my winnings of 380,000 yen, which they don't give me now. This scam site is disgusting, I asked for at least the principal to be returned to me, they refused and just took the money away.

Dear MITSUHIRO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Do I understand correctly that before you were able to send requested selfies, your account got blocked? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Dear MITSUHIRO,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.