BitStarz Casino - Player struggles with account verification for winnings withdrawal.

Upon registering my account, I provided my address as Abu Dhabi. However, when I submitted documents for verification, which included detailed address information for Abu Dhabi, I was startled to receive an email from the support team questioning the accuracy of my address and ZIP code. This was puzzling, as the ZIP code 0000 for Abu Dhabi is widely recognized across various platforms and websites, including Google.

Rather than acknowledging a possible oversight or incomplete information, they immediately questioned the integrity of my provided details. However, if a full address was necessary, this requirement should have been made clear during the registration process. Additionally, their insistence on a full address seemed unnecessary, especially considering they had no intentions of visiting me or sending someone to my home. It appeared to be a deliberate tactic to avoid processing a payout.

Despite providing extensive documentation to validate my identity and address, including bank statements, credit card photos, passports, IBAN certificates, and utility bills, they continued to doubt the accuracy of my information. This issue arose despite my profile details being identical to those successfully verified on JustCasino.

In conclusion, my experience with BitStarz has left me frustrated and bewildered. It seems they are creating unnecessary obstacles despite the validity of the information provided. Perhaps this issue should be brought to the attention of higher management to address concerns about safeguarding platform funds at the expense of user experience and trust.

now the amount increase from 3000$ to 16000$

Dear tiffa,

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

• Do I understand correctly that verifying your Proof of Address seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I've sent in all the papers you asked for to prove who I am and where I live. When I signed up, I put "Abu Dhabi" for my address, and my official government bill also says "Abu Dhabi" with all the details. So, I don't get why you're stopping my withdrawal over this. If the system only wants "Abu Dhabi" during sign-up because it doesn't need more info, or if it needs a full address, it should have said so. If you can't process my withdrawal because of this, then you shouldn't have accepted my money in the first place. Plus, the ZIP code I provided is right, and you can check it online. The first time I withdrew money, it was $3000, and now I have $24000 total. Also, I gave the same info to another casino, and they verified me just fine. I even attached the emails they sent to prove it. It's weird that only Bitstarz is having this problem. So, just to sum up, I live in Abu Dhabi, and my ZIP code is the standard one here. And I've given you more than enough documents, so there's no good reason to delay my withdrawal.

Hi tiffa,

• Would you kindly forward any relevant communication exchanged between yourself and the casino to petronela.k@casino.guru?
• Additionally, please include any documents you submitted for verification purposes.

Thank you.

I've sent everything to your email.

Additionally, after I stopped playing on BitStarz, I tried my luck at two other casinos: Lucky Dream and BC.Game. At Lucky Dream, I successfully withdrew $4000, receiving the money in my account in less than 24 hours. However, BC.Game stood out as the best platform I've encountered. Upon making my first deposit, I was amazed to find that I could withdraw my winnings within just 2 hours, and the funds were in my account in less than 5 minutes – all without having to undergo any verification process.

Thank you very much, tiffa, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello tiffa,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know it is expected the players provide full and accurate information in their account profile. On the other hand, if the ZIP code is the only "minor" inaccuracy, and as you mentioned you did provide the casino team with your proof of address, this "minor" detail should not be a reason for not paying out the winnings. I will contact the casino to shed more light on this matter.

We would like to invite BitStarz Casino to join the conversation.

Dear BitStarz Casino,

I understand that players are expected to provide completed and full personal data in their casino accounts, but maybe an unintentional mistake can occur. If, as the player mentioned, they were able to provide their proof of address and all other documents were sufficient for finishing the KYC process, the "minor" inaccuracy in the ZIP code seems not to be a valid reason to not process the player's withdrawal. Can you please clarify the situation if there is more to it?

I need to highlight that my account finally got verified using the exact documents I provided from the beginning, which proving that those scammers are teasing me by verifying my account with exact documents, but only after it was painfully obvious I had squandered all my substantial winnings of $36,000. In a mix of despair and defiance, I gambled away my winnings on high-stake bets across various games, naively hoping to decrease my balance in a futile attempt to make it seem less burdensome for them to payout. Yet, my strategy backfired spectacularly; it was clear they had no intention of letting me withdraw a single cent.

Subsequently, after my account verification, I ventured one last deposit to challenge my fate at what I've come to regard as the pinnacle of fraudulent online casinos. My expectations were grimly met. The games were manipulated to an extent that made it virtually impossible to secure even a marginal profit above my deposit. Within moments, my funds evaporated. This ordeal has only cemented my conviction that this casino is, without a doubt, the champion of scams in the online gambling world for 2024, a title they wear with an unsettling pride.

If I can sue them in any country even I will pay double the amount I won, I will do it just to see those people suffering.

Even it's gambling should be fair play , if I lose I can't complaint but when I win I should take it as well without cheating.

I lose too much in casinos but I hate scammers too much, and believe me who did this to me will suffer if not the company it will personally with who responsible to take the decision in my case

Hi guys,

Just to give my five cents on this one 🙂

We're not trying to do the KYC more complicated than what it has to be, after all we're a Casino that proudly and publicly display our real-time cash out time on site. But we can only process documents as fast as they're supplied to us, and in your case there were mis-matches with your address (specifically the post code) so we had to clarify that.

About 10 days ago was when you played your funds back and you could have put a wager limit on your account in order to prevent that, but you chose to cancel your withdrawals and play. After that, you sent some very inappropriate emails to our support staff, such as:

"please after you verify my address send your wife, mother, daughter, sister

or you can by yourself visit me in my address to taste my delicious d*ck"

Again, in this case, all we asked you was to comply with the KYC, and as there was some mis-matches with your details, we had to ask further questions. The decision to still keep playing with the funds was yours to make and you did, and I don't think that constitutes a scam or wrong-doing on our part.

Dear tiffa,

Sadly, as you decided to play over your balance before we could solve your complaint, I'm afraid there is not much else that can be done from our side to help you at the moment. I understand that waiting for the withdrawal can be frustrating, and ideally, we would like to see the withdrawals processed on the same day, but the casinos must adhere to regulatory and internal protocols, including Know Your Customer (KYC) and Anti-Money Laundering (AML) checks before each withdrawal, and as you can imagine, this takes time. While I acknowledge that in some casinos these processes can be quicker, but as the ZIP code "issue" needed to be clarified, it's understandable that it took a bit of time. The casino team just adhered to its established rules.

I understand that, from a user experience point of view, the whole situation might not be the best, however, your inappropriate behavior towards the casino team has not helped the situation at all. It's crucial to recognize that disrespectful behavior towards casino employees never facilitates resolution.

Unfortunately, as you have decided to play over your balance, there is almost nothing that can be done here anymore, and we have no other choice but to reject this complaint.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino.Guru