BitStarz Casino - Player's withdrawal is delayed and funds are confiscated.

I am seeking your assistance in resolving a dispute with Bitstarz Casino, which has refused to process my withdrawal of 7920 USDT despite my full compliance with the verification requirements set out in their terms and conditions. Their actions throughout this process appear arbitrary and inconsistent, raising serious concerns about their fairness.

Background

I signed up for Bitstarz Casino on 26th November 2024 and successfully completed the bonus wagering requirements. After initiating a withdrawal, I provided the requested documentation, including:

• Two broadband bills (both issued within 90 days).
• A bank letter (issued within 90 days).
• Multiple photos of my passport, including one with the plastic cover removed, as instructed.
• A photo of me holding my passport.

Despite submitting these documents, the casino has repeatedly rejected the proof of address documents without providing valid justification. Specifically:

Broadband Bill Rejected as "Too Old":

My broadband bill, dated 13th October 2024, was submitted on 27th November 2024—well within the stated 90-day requirement.

2nd Broadband Bill Rejected as "Looking Different":

My second broadband bill was rejected because it "looks different" from bills of other customers, which is a vague and baseless claim.

Bank Letter Rejected Without Explanation:

The bank letter, an accepted form of proof of address according to their terms, was simply dismissed with no reasoning provided.

Their refusal to accept these valid documents has left me with no confidence that any additional submissions would be treated fairly or lead to a resolution.

Points of Concern

Arbitrary Rejection of Proof of Address:

The documents I submitted meet their stated requirements. Rejecting them for subjective reasons such as "looking different" raised questions about their motives.

Lack of Transparency and Specificity:

I repeatedly sought clarification about why my documents were rejected, only to receive vague and inconsistent responses. For example, they initially claimed my documents were incomplete, but later acknowledged receipt without explaining the rejection. When I had an email ignored, they said I'd used the incorrect email address even though they'd replied from that one prior.

Prolonged Delays and Poor Communication:

It has been over six weeks since my withdrawal request. The repeated arbitrary demands and lack of communication have caused significant inconvenience and stress and are inconsistent with industry standards for reputable casinos.

Requested Resolution:

I kindly request and would greatly appreciate Casino Guru’s intervention to mediate this dispute and ensure that Bitstarz Casino processes my withdrawal without further delay. I have acted in good faith and provided all necessary documentation, yet their refusal to process my funds is unfair, arbitrary, and inconsistent with their stated terms.

I have supplied copies of the exact documents I submitted to Bitstarz so you can verify that their refusal to accept them as proof of address is simply a way to avoid paying out the legitimate winnings.

• Broadband bill issued on 13th October 2024 (original PDF format).
• Second broadband bill issued days before submission.
• Bank letter issued within 90 days.

Dear cal_a_l,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only issue? Could you please confirm that the personal data from your documents matches the information you filled in your player profile?
• Have you provided any other documents to verify your account and have they all been approved?

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

Best regards,

Kristina

Dear Kristina,

Thank you for your quick response and willingness to assist.

Yes, verifying my home address is the sole issue. However, it seems they are simply not approving my documents in order to withhold the significant winnings. I have to reiterate that the documents submitted met the casino's criteria found within their terms and conditions and also the document upload section. For example the broadband bill is the original PDF and was 45 days old at the time of submission (up to 90 days was acceptable according to their terms). Yet this was rejected as too old, in stark contradiction of their terms.

When I submitted a newer version, the reason for rejection suddenly became "your bill looks different from other customers that we've processed". This dubious explanation coupled with the fact that a third valid document was rejected without giving any reason at all, have left me with no doubt they have acted in bad faith.

Their current position is that I need to submit yet another proof of address document and that they are going to ignore any/all emails I send, but their track record of arbitrary rejections gives me no confidence that they would act in good faith. They should be able to process my withdrawal immediately. They have never provided alternate requirements/criteria for any subsequent proof of address document, further indicating that my documents were perfectly valid.

The personal data in my documents aligns with my player profile and I have a unique postcode (eircode), so there can be no question of any mismatch.

I hope this summary clarifies the situation, and I trust that your intervention can bring about a fair and timely resolution, ensuring that Bitstarz fulfills its obligations to process the withdrawal without further delay.

This will also help uphold the trust and fairness that players expect from any reputable platform.