The player from Brazil had her winnings voided due to unsuccessful KYC verification. We rejected the complaint because the player didn't respond to our messages and questions.
BitStarz Casino - Player’s winnings have been cancelled.
Amount: 490 R$
BitStarz Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
The platform has been sending me promotions and such by email. I decided to open an account and deposit 50.00 to play, I was playing.. and I didn't know about the verification... it's ok.. when I decided to request a withdrawal, they asked to verify the bill. I sent my documents correctly, proof of deposit.. when it arrived at the proof of residence, they didn't accept it, I talked to him and said I didn't have a water bill in my name and such, they asked for a phone bill, or something like that when I sent it, they said that it looked like I had printed it out. Which in fact, there was even a product arriving at my house, with invoice and everything my name CPF address. lately I live in a casino, I have two children, it's my income, and that 50.00 ends up missing me.
Automatic translation:
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2 years ago
Dear ericctalitha,
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 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
Public
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2 years ago
Translation
I deposited 50.00 and they gave me 50 more in case of bonus.total of 100.
The verification, they deactivated my account, because they said that the proof of address were edited. I had already made 400 something there.
Automatic translation:
Public
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2 years ago
Could you please forward the Proof of Address that you have provided to the casino to petronela.k@casino.guru? Thank you in advance.
