The player from Italy is experiencing difficulties verifying his account.
BitStarz Casino - Player’s struggling to complete the account verification.
Amount: NZ$301.05
BitStarz Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I HAVE ATTACHED ALL THE POSSIBLE DOCUMENTATION EXCEPT A RECEIPT OF A FIRST PAYMENT MADE WITH MY FORMER POSTEPAY CARD WITH FINALE 5667 ON WHICH THEY REPEAT REPEATEDLY INSIST LIKE MULES, THE DEPOSIT HAS BEEN CORRECTLY RECEIVED, BUT VERY APPROPRIATE THE CASINO FORCES ME TO PRODUCE A COPY OF THE TRANSACTION WHICH IS NO LONGER POSSIBLE TO PRODUCE BECAUSE THE CARD HAS EXPIRED AND HAS BEEN RENEWED WITH ANOTHER WITH DIFFERENT NUMBERING. ALL THIS IS CLEARLY DONE ONLY TO DELAY THE PAYMENT OF THE WINNING BECAUSE I HAVE MANY ACCOUNTS OPENED WITH DAMA NV IT HAS NEVER HAPPENED ANYTHING OF THAT KIND !!! A VERY BAD EXPERIENCE WITH THIS CASINO WHICH ALSO ALLOWS YOU TO CLOSE THE CHAT IN THE FACE WHEN THE SPEECHES DON'T COME BACK TO IT. I HAVE ATTACHED ALMOST 20 DOCUMENTS ... BUT NOT ENOUGH! AMONG THE OTHER THINGS I REPRESENT TO BE INDEPENDENT AND NOT TO BELONG TO DAMA NV !!!! STUFF NOT TO BELIEVE!
Automatic translation:
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3 years ago
Dear Nemokid,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand correctly that verifying your old bank card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is it your first withdrawal attempt in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hi Petronela,
lately I have several problems with some of the casinos managed by Dama NV. In this casino I have sent a series of very private and important documents that 100% justify the complete verification of my account but they are creating considerable headaches on purpose to delay the payments of the winnings! I have attached 15 documents if I remember correctly, first they ask me one thing and then they don't even consider it (see the Postepay debit card with the signature on the back, which they then didn't approve!) A total waste of time for not paying the winnings. Now they have focused on the first deposit made with an expired card from which they have withdrawn the funds regularly enough to have them registered on my gaming account under the entry approved deposit, they ask me to check the money they have collected! This is a paradox as if they have collected them, what do they ask me for a confirmation of what they have already had? They will certainly have a copy of the receipt, isn't that enough? I sent them the contract of the expired card in question, the name and current account number of the bank that issued this card, but they want to see the transaction made which I cannot have clearly as the card is no longer manageable! Since the card has expired, the Poste Italiane site does not allow me to download any demonstrable report. They pretend not to understand and insist only on this right point to make me lose my patience, but I have a lot of it and if they do not verify the account I report them to the ADM of Curacao! Help me, please !!
Edited
Automatic translation:
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3 years ago
Translation
I am attaching the last reply received via email from the (very nice) support of the casino in question:
Despite only 18 files attached with various proofs of belonging to the undersigned Postepay debit card with final 5667, now they ask me for the Poste Italiane account statement that does not fit anything with my deposits made to date! Comunuqesia also have my latest available Poste Italiane Spa statement issued in December 2020 !!!
The essence is that they are doing everything to delay the payment of the winnings, even if they are modest!
Dear Sirs of BitStarz Casino, would you like to pay the winnings earned by the Writer?
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Automatic translation:
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3 years ago
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
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3 years ago
I am sorry that you had trouble with the payment.
I understand that what happened to you is very unpleasant; however, please understand that sometimes except for regular checks, the casinos must do a random deep check of somebody due to the regulation. That's probably happened to you. The casino didn't want to avoid paying or something like that. They just did what they must due to regulation.
If I understand it, your withdrawal was approved, and you received your winnings. Can you please confirm this?
Can we close the complaint?
