BitStarz Casino - Player’s winnings were canceled.

Hello there.

I do not recommend bitstarz one bit.

You will have no problem depositing but when it comes to withdrawing the fun stops.

So I had a win of $408.

Went to withdraw it and saw that it was cancelled even though it was crypto, with the casino asking for a verification document of myself.

I uploaded a picture of my passport got because the bottom to corners weren't completely visible I had to upload another one which I did.

I checked my emails and saw that it was cancelled and they then asked for another one containing all 4 corners of passport, which I did.

Yet again that was not approved, I think I asked you upload a selfie holding my passport which I did and that was not approved.

Next I got asked to take a selfie with passport in one hand and a note in the other hand with the date and my name which I did, not approved again.

Next they wanted a clearer picture of my passport with both pages clearly visible, which I did and they rejected it again.

With no further comment they then proceeded to close my account and confiscate my winnings saying it violated their terms etc.

Which is absolute crap because I sent genuine documents and did everything they ask for without losing my cool.

From what I've read around online its happening a fair bit, so I'm not sure whether they're having financial problems or they just do this as a joke.

I forgot to mention aswell as the passport images I also sent in several government documents with my name and address on them, which alone would have been more than enough to verify me, as well as a bank statement.

On top of that, a letter signed by a justice of the piece as evidence the documents are real.

So there was ample evidence of my verification.

Do not play here

Dear gardnermaybel,

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 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?

Could you forward the documents and pictures that you provided for KYC 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 

Yes that is correct. I provided everything they asked for every time they asked.

Includes: bank statements, passport, close up of passport, selfie with passport and selfie with passport and hand written note confirming name and date

In addition I also sent a government issued covid vaccination certificate, a Government Centrelink statement of income and a statuary declaration signed at my local police station by a justice of the piece.

No there was no bonus or anything on the account. Just a straight deposit via XRP crypto

It really just upsets me that they can just all of a sudden ask for these sorts of things out of the blue and decide whether or not they will accept the documents or not and pay you.

It's not alot of money I know, but for my Family and our situation at the moment its much needed.

I said to them, they can just pay my money and then close my account, but no response

Most casinos where only Bitcoin deposits are made usually don't even need kyc

All I ask is they send me my fairly earned winnings of $408 and close my account again.

You could also ask them this please, why is it someone can deposit again and again and again depositing thousands, but when it happens to be time for a withdrawal they then ask for your verification documents etc.

I would have thought that would be asked before any money is spent In their casino deposit/withdrawal if the reasons really are for fraud protection and security.

Thank you, gardnermaybel, for providing the photo of your passport. Could you please forward selfies that have been sent to casino as well?

I will try to dig them up, sorry because I did not save them to my phone when taken, I'll try and find them now.

I cannot seem to retrieve them because I took them as I uploaded them in the casino

Thank you very much, gardnermaybel, for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi gardnermaybel,

I have looked at your case and understand the situation. To be honest, looking at the picture you sent, I understand the casino's suspicion. Let me contact the casino and I will do my best to help. I would like to invite BitStarz Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

I'm gonna write you in person about this one.

Olle

Also found this to prove why they could possibly be doing it:

Australians are being targeted on Facebook

In 2021 the Australian Communications and Media Authority (ACMA) found BitStarz was providing a "prohibited interactive gambling service" to Australian customers, in breach of federal law, and gave the company a formal warning.

That means the company is not allowed to have Australian customers.

But the casino’s operators don’t seem to have been deterred: BitStarz advertisements continued to target Australians on Facebook.

Link: https://ndh.org.au/news/offshore-online-casinos-illegally-targeting-australians-facebook/#:~:text=In%202021%20the%20Australian%20Communications,allowed%20to%20have%20Australian%20customers.

Thank you Bitstarz Casino team for the provided evidence.

Hi gardnermaybel,

Based on the evidence from the casino and yourself, I'm afraid, I won't be able to help you with this one. I strongly suggest you use your own documents when creating and/or verifying your account in the future to avoid issues like this. Your complaint will be rejected. If you disagree with our decision, please turn to the Antillephone Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter