BitStarz Casino - Player's account has been blocked.

Near the end of Aug 2022, I opened an account on BitStarz. I verified my phone, and even uploaded my ID documents before I even started playing or was asked because I didn't want any issues later. The documents were in pending for a long time, so I figured they'll only verify it when needed.

I deposited about $50 via LTC, played through it and was even able to withdraw afterwards without any issues. Soon I deposited $1400 and eventually brought my balance to $2800. I didn't use any bonuses or free spins at all, ever.

When trying to withdraw my money I was asked to complete KYC. Pics of my ID card were already provided in the beginning, but they needed my proof of address. I gave that and was approved the proof of address was approved, but my ID documents were rejected. They said it wasn't an eligible document (Even though it's my country's official photo ID card) and I needed to provide either a Passport or Driving license.

I didn't have any of those and they wouldn't process my withdrawal otherwise. So later on I sent pics of my passport. Then they asked for a selfie with the passport net to my face. I gave them that too. But they kept saying it's not clear enough. My camera quality is poor so there's not much I can do about that, but it's clear it's my passport and I'm a real person.

Next day I am informed that my account was closed because I apparently violated their terms and all my funds have been confiscated for damages caused. They didn't tell me what terms I broke or anything else at all.

I was polite and calm with them asking for a valid reason, but they just said they have the right not to provide further information and stopped responding to me.

I feel this was unjust. I didn't use any bonus, nor have multiple accounts, or cause any "damages" that justifies them just taking about $2800 that I deposited and risked winning. I told them I don't care about the account since I won't be using their site anymore, but I should get back my money. Even if the winnings are void, I at least should get back the amount ($1,400) I deposited before my high gains. I told them this too and wanted to resolve the matter in private instead of complaining online and creating a scene which would hurt BitStarz's reputation, but they haven't responded to me for about a week.

I have attached screenshots of my conversation with their support agent. I'd like some help in getting this resolved.

Thank you

Farida Y***

Dear Farida7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account has never been fully verified? Could you please confirm that the personal details you filled in when creating an account match the personal details in your documents?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Yes, it still wasn't fully verified before my account got blocked. The only document that was approved was my proof of address. I had submitted my national ID card, but it was rejected for some reason which was never explained properly even though it's an official document. The passport pics I sent afterwards were pending, but then a new message came saying my account was blocked. I sent pics of my ID and a selfie of me holding it again which can be seen attached to the email to them in the 3rd screenshot.

My details on BitStarz profile were accurate and match with what's on the ID card.

Thank you very much Farida7 for your reply. I will now transfer your complaint to my colleague Adam (adam.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 soon.

Hello Farida7,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitStarz Casino to join the conversation and participate in the resolution of this complaint.

Dear BitStarz Casino,

Can you please clarify the reason for the player's account having been blocked and their winnings confiscated?

Kind regards,

Adam

Hi Adam and CG,

Happy to provide our side of the story which we believe justifies the action taken.

May I send it via email to you guys as I can structure it a bit better there?

Olle

Hello Olle and Bitstarz Casino,

Please do send it to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hi Adam,

Done. Invited you to a google doc.

Olle

Hello Olle and Bitstarz Casino,

Please forgive my delay in replying. It seems I have still not received the aforementioned invitation to a google doc. Perhaps you could resend this (adam.m@casino.guru)?

Kind regards,

Adam

Let's try that again 🙂

Hello all,

I have now received the evidence from the casino, I will review it and post an update here shortly.

Kind regards,

Adam

Dear Farida7,

The casino has provided sufficient evidence to suggest that your account has been involved in fraudulent activity.

Consequently, we will not be able to assist any further with this case and the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam