BitStarz Casino - Player’s not able to access his account.

I played there casino and why l wanted to with draw the ability to log on and play game stopped all together. Customer support was the best until I requested payout but became very rude

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your account has been blocked. Was this your first attempt at withdrawal? Have you accumulated your winnings with or without an active bonus?

Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi and thank you for your investigation

I did have a bonus with the money l deposited. My balance was around $800 from memory when l started getting verified.

The customer support became very rude and wouldn’t help me. I tried and tried and logging onto my account became difficult and stopped. No matter what l did or said nothing changed and it got worse until l couldn’t log on.

l promise l did nothing wrong to be treated this way.

Thank you very much Mark for your reply. I will now transfer your complaint to my colleague Martin 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.

Hi Martin please don’t hesitate to contact me

Hello Mark!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of BitStarz Casino into this complaint to help us resolve the issue.

Thank you so much Martin

l can’t thank you enough

Hi Mark,

So I had a look at your account.

The balance is still in your account, and your account is not closed nor locked.

In other words, if you cannot log in, it's not because we're preventing you from doing so, but that you're entering the wrong password. That's it.

What I recommend you do is re-setting your password via the link on the website.

Olle

Hello Mark!

Have you tried to reset your password as it was advised by Olle from BitStarz Casino?

I try continuously to do as they ask. Eg clear cache and cookies, try to change pass word etc

Its the same as before they won’t help solve the problem

the games don’t show up either. A red star keeps revolving in the game square.

This casino is the worst I’ve ever seen. Extremely dishonest and completely lie.

Hi Mark,

I mean, I think it's pretty unfair to call us dishonest when your full balance is in your account and your account is not locked. As nobody else is experiencing this, it's a local issue.

I've manually sent a reset password to your email address, please use that one.

If you've got trouble using the site, perhaps try www.bitstarz.eu?

What is this

Did you try as per my instructions above?

Everything is working well

thankyou Guru legend 👍

Thank you Bitstarz

Dear Mark,

May we consider this case as solved?

Looking forward for your answer.

Please don’t close it because l need to be verified and until I’ve made a withdrawal

All the trouble started when l tried to get verified. I haven’t been able to play until you helped me

Hi again,

I'm sorry but I think we're mixing apples and pears here.

Firstly, you being verified has nothing to do with the issues you were experiencing. It's a totally separate issue which was easily solved, all you had to do was following very basic instructions.

This complaint was you not being able to login. That problem is now solved.

You having to supply documents to verify your account doesn't fall under this complaint as far as I'm concerned and I don't think it's fair for us to have this complaint pending whilst you go through the verification procedure.

@Martin?

Olle

Dear Olle and BitStarz Casino,

For the sake of the complete resolution and satisfaction for all sides involved, we are accustomed to keep the complaints open until the players have no further queries, especially with cases involving withdrawals. Therefore we would like to leave this particular complaint open to oversee that the verification process and withdrawal will be successfully performed and we can mark it as 'resolved' in our system.

I hope this addresses your concerns and we hope this case will be resolved soon.

Hi there,

Alright, you do you.

Issue here is that the player hasn't uploaded all his documents, which is why we cannot process any withdrawals, as soon as the player does that, we're all good.

With that said however, the ball is in the court of the player, and not with BitStarz.

Dear Mark,

I would like to suggest you to follow the instructions of the casino in order to successfully pass the verification procedure which is essential to complete your withdrawal.

Please, let us know once there will be some development in this case.

Again, use the Bitstarz.eu link.

Is it in my email

www.bitstarz.eu

@CasinoGuru, we'll be here for awhile.

Hello Mark!

Are there any news with your verification and withdrawal processes?

Thankyou for asking

l haven’t put in my documents yet but have but have been playing with no problem

l will submit soon. It was when l tried submitting them last time that they totally disrespected me until l couldn’t play at all. I was never rude to them but their chat service became extremely nasty.

Thank you so much for your service l thought l lost the money. 😊

Hi Mark,

I can't find anything in the chats that suggest that the support has been nasty to you, so perhaps you could elaborate?

When you tried to submit documents last time, you submitted such blurry photos that it was impossible to identify even what type of ID you uploaded.

Olle

@Martin, are we done here?

I’ll try again shortly l just need to get a utility bill

Actually, the utility bill is the only document you have provided, so that's no the problem.

You do need to provide ID, front and back of card used, bank statement and proof of deposit with the card.

In all honesty, Mark, I think the issue here is about following instructions. We've given you all info you need to comply with the rules and get your account verified, yet you're not following them I'm afraid.

We cannot take pictures of your ID or card for you, you need to do so. This is where your responsibility comes in.

Ok I’ll take care of ASAP. It is important I’ll do it tomorrow

Dear Mark,

Please let us know once you'll submit the documents necessary to complete the verification process.

Dear Mark,

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

I shall let you know very soon

Unfortunately, we’re forced to reject this case since 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.