The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
BitStarz Casino - Player’s struggling to complete the account verification.
Amount: €1,600
BitStarz Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
At the very beginning I wanted to deposit via ecopayz. That didn't work and was canceled. Then I deposited with ecovoucher or neosurf. Now I would like to have 1600 EUR paid out to me. Now they want a receipt that I have paid in with ecopayz. But there is no such receipt because I have never deposited with ecopayz. In this way, you will not release my documents or pay out the amount.
Automatic translation:
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3 years ago
Dear Hansi,
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 one of your depositing payment methods seems to be the only obstacle standing between you and your winnings? Could you please advise how many payment methods you have used to deposit funds into your account?
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
In the meantime, the method of payment has been changed. After another back and forth, they have now accepted everything. The payout is now on "accepted"
Many thanks for your help
Automatic translation:
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3 years ago
Happy to hear there has been some development. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
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3 years ago
Dear Hansi,
Have you received your winnings? 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.
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Hansi, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
