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

I can't verify my residence because I live with my mother and I don't have address documents in my name, I even sent a signed declaration of residence and they don't accept it, I spent 500 reais and I can't withdraw the profit I just lost money in the end thinking I was going win, I have 1800 there

Dear Fernandosadao,

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.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings? Did the casino approve the rest of your documents?

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,

Kristina

Good afternoon Kristina. Thanks for your help.

So they already approved the RG and the bank statement, now all that's missing is the proof of residence, I sent a photo of the letter from the Itaú bank with my name and address.

I asked them in the live chat how to do it since I don't have anything in my name, they don't even want to know, they don't help me.

Do they even pay?

wanted to know

Thank you very much for your reply, Fernandosadao. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I already lost everything

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.