BitStarz Casino - Player’s withdrawal rejected due to complicated verification process.

I won $20000 after having my account active for a good while and previously cashing out like 4-500. Deposited a lot and wasn't having good luck. So I win 20k and whenever I tried to withdraw the money i am told I need to verify my identity. No problem. I sent the image of my passport, my utility bill and my picture standing next to a landmark in Dublin as requested. These items are approved, but they tell me they want more. They now want a picture of me, holding my passport as well as a piece of paper with the date on it. Again, no problem I do it, it is approved and AGAIN, I am asked for MORE. It's fully evident at this point that they are looking for a reason to not pay me out even though I very clearly follow the TOS (which I have read in their entirety). But rather try and wear me down by asking for more and more obscure items for me to send for verification. So the third request was for a picture of me holding my passport in addition to today's newspaper from my area with my name, the date and BITSTARZ written across the top. I did it again but this time the document was rejected because having grabbed the paper on my way home and the fact that I was due back at work away from home early the next day I didn't upload it until apparently after midnight on the date on the paper. While this slight technicality is annoying, I concede but now I have to go back to work which involves me being away from home for up to 3 months at a time. I put it in the back of my mind and figure I'll handle it when I get home. After a bit I returned home and got a paper and took the picture. Around 6pm I tried to log in to upload it, and to add a bit more juice to the process, an image of my original birth certificate, but my account was disabled. I began shaking I got so mad. And when I contacted them about the reason I was told that they couldn't provide details and the decision was final.

After a lot of research into people's experiences with them I've come to the conclusion they are selectively scamming. It actually blatantly obvious. They wanted any reason to not have to pay and I don't even think they had one so they just did it and said they couldn't disclose why. After letting me deposit over and over losing each time I finally win and this happens. It's so obvious these people are criminals. It amazes me these people continue to operate this way with impunity and no repercussions at all. The user base continues to grow because they have a hell of a marketing team, who ironically specifically seem to target players from the USA, which even more ironically aren't even allowed to play on Bitstarz. A friend of mine from America had a bitstarz account and was able to sign up fine from his home IP address so they let Americans sign up only to let them deposit as much as they can maybe even letting them cash out small wins knowing they will be able to close the account and steal all the money if the player ever gets lucky. They have great Devs so I know it wouldn't take any effort to implement a block on all known USA ip addresses seeing as creating an account from there, playing or even depositing is against the terms of conditions but doing it this way they know they'll still be able to get their money and never need to pay anything out they don't want to. It's flagrant, and I can't believe they're number one on all these sites. I sincerely hope that this website doesn't have an affiliate relationship with bitstarz because if they do then I know this post will fall on deaf ears.

If you really are in the business of regulation of crooked casinos then I have all the proof needed to show I broke no rules. If you aren't then the battle is lost and let this be a lesson to anyone looking to play here.

Dear ichromatix,

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. 

• Were you informed about the specific issues encountered during the verification of your account?
• Can you confirm that you submitted all the required documents promptly and without any delay?

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,

Petronela

I was informed of the acceptance of the first two rounds of verification I passed. And of the rejection of the image I took with a local newspaper due to it being submitted after midnight. But I do not work near my house and I'm gone for months at a time. I promptly completed the first two verifications and even the third even tho it was rejected. However I wasn't able to get a local newspaper once I had to go back to work so I just waited until I was home since I only play when I am home. And further I wasn't sent any kind of notification after I was asked for another picture holding the passport and newspaper. Wasn't informed or warned my account was being disabled or that my verification process had timed out. Just no further communication.

I can provide screenshots of all emails regarding the verification process and I can provide copies of the items I used for verification. All three of them, do I just post them here or is there a place I can upload them whereby they will not be viewable by the users of this site? Being that they contain sensitive personal identifying information.

Furthermore I understand needing a strict KYC procedure for any website processing payments via bank accounts or credit/debit cards. I fully support this and I even didn't mind having to do the verification even tho I deposited each time using a cryptocurrency. But the way how I was asked for more and more stuff and I didn't even use a payment method that can be verified or associated with a person just further highlights the fact that what they asked me for was over the top and my account was closed because they were never planning to pay me at all. I also offered to call them and various other things in addition to the documents I was asked for for which my suggestions were ignored each time

Thank you very much, ichromatix, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

So now I just wait??

Dear ichromatix,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hi Jozef,

I think it's best if I submit all details in a email.

All good with you?

Dear Bitstarz Casino team,

of course, you can reach me at jozef.k@casino.guru.

Hi there,

Sent over the details.

Dear ichromatix,

I am deeply sorry for the situation, but after reviewing the information and evidence provided, I have no choice but to reject your case. Everything indicates that you attempted to commit serious fraud.

You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru