BitStarz Casino - Player’s withdrawal was cancelled due to verification issues.

Hello, I want to leave a review about BitStarz Casino. I managed to win at this casino, but I couldn't withdraw my money. I encountered an issue with their support. After winning $1350, I had to go through verification. I uploaded my passport, a selfie with my passport, and proof of address. They requested additional verification, which included a selfie with my passport and the casino's name written on a piece of paper, as well as utility bill payments. I uploaded the selfie with their casino name and my passport, but I couldn’t provide the utility bill payments because I live in a different city. My parents live at the address listed in my proof of address and profile. When I informed them that I live 3000 kilometers away and couldn't provide utility bills, they started demanding a selfie with the house where I'm registered. I told them I was ready to verify via video call, but they kept insisting on a selfie with the house. What kind of nonsense is this?) Now, I temporarily can't withdraw my money until I travel to the city where I'm registered. This is the experience I had playing at BitStarz. Whether you choose to play there or not is up to you, but I wouldn't recommend it.

Dear zopqozuttyl,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do you have a permanent residence at the address you submitted in your casino profile?

Do you have any official document with your name and permanent address that you could send to the casino?

Have all your other identity documents been approved and successfully verified?

Please forward all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Yes, I have a permanent place of residence at the address I indicated (my registration is there). I am registered and registered at this address. My parents live there, but I moved to another city and do not live in the city where I am registered. He is located 3000 km from me. My registration is only the address that I indicated. In the city where I live, I rent an apartment; I have no other registration or apartment. Therefore, I provided all the information correctly

Yes, there is a document. I also sent my registration with my passport to the casino (the same address that I indicated)

I am ready to provide any information, but going to another city to visit my parents 3000 km away to take a photo with my house is very uncomfortable

Thank you very much, zopqozuttyl, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi zopqozuttyl,

I have looked at your case and understand the situation. 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 guys,

Thank you for roping us in here.

So, the only docs received so far is:

• Passport
• Selfie with passport

We haven't received proof of address, nor the street selfie required in this case.

Olle

I sent you my passport address. I also informed you that I cannot go to my city where I am registered at the moment, because I live in another city. In the city where I live now I have no residence registration, no documents. The only address that indicates my address is the address in my passport (the one I uploaded). My parents live there now, but I rent a flat in another city now. So I only have a registration in the city where I was born and where my parents live now in this house, I am also officially registered there. ( it is the same address that I indicated) it is indicated in my passport. I can download the utility bills at this address, but to go to them now in another city and take selfies with this house is uncomfortable for me. I have a question, what address should I have uploaded to you? The only address I can confirm and where I am listed is the address of my house in another city where I was born and where my parents live now. In Russia you can be registered in one house, which belongs to you or your parents, but you can live and rent a flat in any other place, it will not be indicated anywhere. What address should I give? I can upload the utilities, the last two months' payments.

Hi Olle,

I tried to reach out to you on Skype. Please take a look and possibly get back to me.

Hi there Peter,

Best is to email 🙂 but I'll check my Skype.

Olle

Hi zopqozuttyl,

After discussing the issue with the casino, I'm afraid you will have to finish the verification and provide the documents as requested.

Dear zopqozuttyl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

As we haven't heard from zopqozuttyl and there is some suspicious activity on his account that requires further verification, we have no other option but to reject the complaint.