BitStarz Casino - Player’s struggling to complete account verification.

Hi, good afternoon, I've been having problems with my documents. I've sent at least 20 receipts and they've all been cancelled. They tell me to send an original copy of the pdf file that I've sent them, I send them and they tell me to try another, the truth is A very sad situation for me since I have communicated with at least 10 agents and they all answer me the same thing, my money is still stuck there and my documents are not disapproved, really the only thing I notice is that they make excuses for not letting me get out my money!

Dear santiblock16,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that your winnings were accumulated from a free bonus?

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

Hello of course I understand that it is a free bonus but I finished using the bonus and in the casino they told me that the winnings were mine, then I deposited about 7500 Argentine pesos, I do not understand why they do not accept the documents sent since they are documents that show extremely my identity verification, the only thing I can appreciate is the rudeness of the support telling me that I had read the terms and conditions before and repeating the same thing 10 times, so they only delay the withdrawal of the money that I have earned, I would like them to at least return my I deposit since what I have deposited does not seem like a small sum of money to me and in addition to this I was finding out and it is seen that I am not the only one who in this casino has had a headache with this issue, thank you very much.

Well, from bitStarz they have sent me an email telling me to take a photo of my face next to my ID, then a photo of me next to a sign on the street where I live and then a photo of me with my ID and the name of the BitStarz casino with the today's date and my Signature seems that this will be enough, apparently they are helping me to verify the account, I hope I can solve it and not have any problem, they are validating my data and it can take up to 12 hours, I appreciate your concern and hopefully everything be fixed soon!

I really don't know what else they want from this casino, they have made it impossible for me to withdraw my money. I'm just asking them to return my deposit since nowhere does it say when I'm going to deposit that later they are going to ask me so many things to be able to withdraw my money, the only thing I know they made me do a separate verification and they made me send more than 4 photos with documents and things and now they keep asking me for more documents, it's a very unreliable casino I don't understand how it has 9.7 stars!

Thank you very much, santiblock16, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello santiblock16

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Petronela mentioned KYC, as well as AML, is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the fair licensed casinos takes KYC or AML lightly.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite BitStarz Casino to join the conversation.

Dear BitStarz Casino,

What other, if any documents or proof needs to be provided by the player to successfully finish the verification process? If all the required documents have been provided when will the process successfully finish?

Hi Michal,

I believe the player provided all essential documents in the end (I could be mistaken), however he didn't wager his deposit once. We're talking about 15 dollars here. This is why we didn't approve the cash out at the time.

Then, the player proceeded to wager and eventually lost his initial deposit and that's where we are today.

Olle

It seems a shame to me after all the time they made me waste making me take photos with papers with the name of the casino, in my neighbor's house with the street number, another holding my ID, another from my bank, another of my receipts, And yet they will not enable me to withdraw until they told me that they were not going to do it because I did not have full verification, which seemed like a disaster to me. I just got into the casino and I lost everything on purpose it was the same if I couldn't use that money anyway, so I don't know what you're talking about because if you look at my betting history you'll see everything I bet. Here is the 24 page betting history. And my deposit was 7500 Argentine pesos and some support messages teasing me and preventing me from getting the money I had earned! And if I bet everything just because the money I had won they told me I couldn't get it out so don't come with that!

So you can see here the money was already in the Real balance, that means that I had already bet the total of 40 times the amount won in the bonus. As I told you in the messages, I lost all the money on purpose so that I would have money there if it could not be used If they look at my bets I bet everything in 3 bets, everything is a disaster Here you have all the proofs, so you can see that I am not lying! I'm just sticking with this so more people don't fall for this casino since it's supposedly a 9.7 star casino

Hi there Santiago,

It's not about shaming someone at all, so I'm sorry if you feel that way as that's not our intention.

Hmm, I might have looked over some details here so please forgive me, might have confused the wagering part with another account. It appears you won from the No Deposit Free Spins and we asked you to do a deposit.

When someone wins from the No Deposit Free Spins, we're a bit extra careful with the cash out procedure as it's a promo that can be abused (as you can imagine). In your case there were some issues with multiple things.

Firstly, you opened your account on the 24th of December, and when opening the account you entered a residential address. When we asked you to provide proof of address you stated you no longer lived there. Which I presume means you've moved in the last week or it was the wrong address to start with?

This adds to the suspicion and our Anti Fraud Team decided to ask for additional proof which you provided and were all approved. The only thing we are still waiting for is the Proof of Address. Selfies, etc were all approved.

Olle

👌

Thank you santiblock16 for the additional info. Just to clarify, do you have any balance left that you want to withdraw, or have you lost everything in the meantime?

Dear Olle / BitStarz Casino

Is the player's account fully verified now? If the player decides to submit a withdrawal will it be processed without any issues?

Hi there,

I think all has been received besides the Proof of Address. As long as we get that we're good to go on our end.

Olle

Dear santiblock16,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.