BitStarz Casino - Player's multiple verification issues hinder withdrawal.

Good afternoon, before entering a casino and using my money, I like to verify my accounts. I've run into a problem with this casino where they will not pay me $200. Every time I try to withdraw money, some other issue arises. They've already verified my account, cards, and address, yet I keep facing new hurdles. I've given them everything they've asked for and have spent so much time dealing with their requirements. My frustration isn't so much about the $200, as I have indeed deposited a lot more in a day, but rather about the unfairness of their tactics. I usually use btc but recently started to use my bank card for withdrawals. They don't ask for much information: you simply provide the card number, security code, and expiration date, then they charge you. That isn't the problem. They charge without verifying if the card is your own. The problem arises when I attempt to make withdrawals. They then ask for a full photograph of the card which isn't an issue for me. My card is a debit card, not a credit card, and therefore doesn't come with billing statements. I explained this to them and they accepted all my documentation. Yet, they insist on a billing statement of my debit card, which I can't provide since debit cards don't come with statements in the first place. I submitted my online banking information and they didn't accept it. I sent them a photograph of my savings ledger that illustrates my name, account number, and banking transactions, as banks in El Salvador still use savings ledgers. However, despite having completed all their requirements, they still refuse me withdrawals.

Earlier, even after they had approved my card, they kept rejecting all my address receipts. I submitted several ones and finally, after numerous attempts, they approved my address. Now, they are backtracking and asking to verify my card, which they have already done, and they have even made charges to it already. I'll highlight where it states that everything has been approved. Honestly, I didn't experience such issues when I played at rockeplay. I feel utterly frustrated.

Dear Esmesme13,

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 the casino is attempting to verify your deposits made with a debit card you made in the past? Is your bank able to issue a bank statement with a list of transactions in order to satisfy requirements from the casino?

Could you please send me your recent communication with the casino regarding the issue? My email is tomas@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,

Tomas

I have online banking for my card where the requested information is detailed and I offered them a savings book, the charges are in it, I also requested at the bank but what they gave me was the printed details of my card, I sent them to Bitstar and they They rejected it because they were impressions, that's what confuses me.

When they received the information they approved my transactions and approved the documents I sent. Then they told me the problem was my address. It cost me so much to finally get it approved yesterday, I already had everything verified, including my card.

Thank you very much for the explanation.

Did the casino explain in more detail why they require documentation regarding your card that was already approved?

If you have the communication with the casino saved, please post it here or send it to my email at tomas@casino.guru

I'll await your reply.

Previously, the problem they had was with my residence address. At that time, they had already approved the bank accounts. When they already approved the address, after doing a thousand things so that they would accept my receipts, I tried to collect again and they came out with the bank account. Even though they request very sensitive information, an image of my card, reverse and right, signed with expiration number and security codes, which has already been sent and approved, I don't know what to do. It seems to me that it is an outrage for the client.

Clearly when an account has not been verified it looks like this

Thank you very much, Esmesme13, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Esmesme13!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. BitStarz Casino, please, let us know which documents player needs to upload to pass the verification process.

Thank you!

Good morning, this day I went to the bank to request the document that was requested. In the document, this is my account, as the Promerica bank seal requested. Call to verify if it is real, I sent them a letter on letterhead signed and sealed and they told me that it is a copy, they rejected it, it is not possible

Thank you very much Tomas! It's a pleasure Pavel, I appreciate your help! I send you the documents that were given to me at the bank this day and they already rejected me

Hi there,

I'm so sorry for the slow process here.

I think we were in the wrong for not accepting the bank statement you provided today.

I've personally verified your account now and you're free to cash out as you wish.

Please accept my apologies for this.

Olle

Thank you for your help and response, Olle!

Esmesme13, please, confirm that your account is verified and let us know as soon as you will receive your withdrawals!

Good morning, my account appears verified, I'm going to

Sorry, I'm going to try to make the payment, I'll confirm as soon as the deposit is ready, thank you very much for your help!

Hello ! I confirm that I have already received the payment of $200. Thank you very much for your help Guru, I am very happy.

Thank you Pavel. For your support I am very grateful!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Esmesme13, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

I would like also to thank the casino for their assistance with the issue.

Best regards,

Pavel K

Casino Guru Team