BitStarz Casino - Player’s winnings have been cancelled.

I won a 640 EUR and i request a withdraw and i send all documents to verify my account, my account is permanently closed for KYC, i ask on email and live chat say fake documents lol, i say to verify with live camera and voice, the casino respond to me its a fake documents and closed permanently, why what fake? Just call me on Phone with FaceTime or Skype or i come live and check its fake documents or what fake?

Dear rikiboss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and your account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, i play without bonus and my account is closed for KYC, i send a ID front and back and Proof of address, and ask on email to me 2 photos Selfie with ID and write and one Photo on my street i make only one photo Selfie with ID and i send and i go to make another photo on my street but i receive account closed permanently for fake documents.

What you need no problem Selfie with ID and write or photo on my street or live camera no problem what fake i no understund, i play regular and without bonus and i make a wagering complete i no understund why closed for my documents.!

Thank you very much, rikiboss, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, rikiboss,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BitStarz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BitStarz Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified?

Thank you in advance for providing the information.

Hi gents,

Thanks for getting us involved here.

Sure, we've got plenty of documentation to support our case. I think it's better to submit it all in an email if that's ok with you @branislav?

Olle

Hello, Olle,

Yes, of course. Feel free to send me the necessary documents to my email (branislav.b@casino.guru).

I am looking forward to hearing from you.

Hi Branislav,

I shared a link to a google doc with you with all info.

Olle

@BitStarz, i no understund what fake i ask to you tell me your location i come or we can talk in Skype, you again say fake…?

Dear rikiboss,

I am sorry for the delayed reply.

I was provided with sufficient evidence supporting the casino's claims and decision. After gathering all the necessary information and an internal discussion, we are closing this complaint as unjustified due to breaching the casino's Terms and Conditions - providing the casino with obviously edited and/or out-of-date document for verification. You have not passed the KYC process and based on rule 3.2.7 from the casino's Terms and Conditions (available HERE), the casino has the right to confiscate your deposit(s) and potential winnings. The casino acted correctly and within its rules. More details will not be shared publicly for understandable reasons.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Olle and BitStarz, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru