BitStarz Casino - Player’s account has been closed and funds confiscated.

Dear Casino guru.

I have created my account on BitStarz on 22 August. And made 100 usdt with bonus. After successful wagering i made withdrawal request. Casino requested account verification. I have uploaded all requested documents. Then my account was temporary closed for the review. Then i had phone call from casino they asked a lot of questions for 7 minutes. Then they requested the video verification call via skype. So, after we made video call they said to wait. And the next day i got the message that i have not passed verification and my funds are confiscated.

So let's focus on their statement that i have not passed verification.

My statements are:

I have sent them all requested documents and photos.

All documents, photos and data are original ( not fake, not forged) and belongs to me.

I had video call with them, so they had chance compare my documents and photos with real live video.

Of course during the phone call and video call they asked me some questions about personal data and my gameplay at their casino.

Of course i have answered for most of them. However, please take into account that i play 3-5 casinos everyday. So i play a lot of games and use a lot of crypto exchange to deposit. So when withdrawal fee on one exchange is higher i use other one. To put it in a nutshell, i could make mistake about crypto exchange i used or game i played. But i am trully convinced that it can not be the reason of not passing the verification.

I will send you my communication with casino, as i get your email address.

Dear Danchik,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify what kind of bonus you took? Ideally, send me the screenshot with the bonus or the link to the bonus you activated and played with.

Have you received any explanation as to why you did not pass the video verification?

Please forward me all the communication between you and the casino as well as any other evidence that could be relevant to our investigation at 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

I took first deposit 100% welcome bonus.

I have not received any explanation of what part of verification i has not passed.

Of course i will forward you all communication with casino.

Best regards

Danil Z.

Thank you for your reply. Do you have the recording of your verification video call?

Could you please specify which games you played?

Also, please forward me the identity documents you provided the casino with (veronika.l@casino.guru).

I have no recording of the videocall. I did not know i would need it.

Sure i will forward you message with it.

Thank you very much, Danchik, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you Danchik for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hi guys,

Thank you for roping us in 🙂

We've got the calls recorded on our end. Who shall I send it to?

Olle

Thank you for the response BitStarz Casino representative. You can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance!

Yes Sir, coming right up.

Olle

Thank you for providing me with the evidence BitStarz Casino representative.

Dear Danchik, we have received evidence of collusion which is prohibited in all the casinos in the industry. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. I would appreciate it if you did not try to use our service in the future if you plan to continue this activity as all the complaints will result in rejection. Thank you for your understanding.

Regards,

Peter