BitStarz Casino - The player's unable to finish verification.

Hello

I have a serious problem with Bitstarz casino withdrawal "procedures". It reminds me the worse practices of the soviet police. It seems like the casino support people have no any limit on what they can ask you to perform in order to get your legitimate casino winnings paid back to you. And I think such practices are highly reprehensible and should be punished.

Just look at what I was put through when I tried to cash out 1950 euro balance from my casino:

Standard copies of all the documents

then

Selfie with passport and paper

then

Another Selfies with passport and paper

then

photo of myself near the address post on my street in fron of my house with passport in my hand

then 

photo of myself with the local newspaper + passport + me winking on the photo

then another one because the details were not too clear on the previous photo

then a request for a phone call

then a 20 minutes interrogation (yes, I mean it!) on the phone including asking the details of my gameplay at the casino 2 years ago and expecting exact answer for the smallest details! 

And then, after 20 minutes on the phone with almost all crazy question answered in full - then I receive another email asking for the skype conference….

This is when thought that I had enough, enough humiliations from the casino which , it seems like that, has no intention to pay and who intentionally tortures their winning clients by making them to go through the absurd and unnecessary procedures and also, which is especially infuriating, one at a time. I have my human dignity and I am not ready to compromise it just because some online casino owes me a certain amount of money. I am not ready to be treated like a criminal! 

With all that I insist the casino should be definitely punished for these kind of unethical practices , the type of Soviet times repressive state machine used against its citizens.

Thank you for your help!

Hello Leleka15,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with BitStarz Casino. Please allow me to ask you a few more question before we would move forward.

Did you use any bonus to accumulate your winnings? When did the verification process start? When was the last time the casino requested a "new way" of verification from you?

Unfortunately I have to inform you that many casinos requires verification such as one you described. It is so detailed mostly when there is some suspicion that the player might have cheated somehow and they will definitely won't pay you out if you can't go through all of it.

I can really only recommend you to go through that verification call as it seems nothing compared to what you already had to do. I can assure you that we had many cases where the casino had these verification calls so it's not that rare procedure.

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

This is not a normal procedure, don’t try to convince me it is. It is a type of torture when the requests are made ONE BY ONE without any other logic but to make the player to feel dependent and uncomfortable. I am here to make the wide public aware of the practices of the Bitstarz casino which are against the human dignity and even the human rights. I am also really disappointed that the casino has such a high rating at your website when, in my opinion, they should have 0 point rating with the warning to avoid it at any possible cost. Bitstarz casino and its Russian speaking support staff treats their players (when they win) as the convicts in the Stalin’s gulag - with a clear presumption of guilt. And NO, it is not normal.

Dear Leleka15,

I will now forward your complaint to my colleague Andrej who will be assisting you from now on in this case.

Wish you best luck resolving it.

Regards,

Nick

Dear Leleka15,

I appreciate your frustration, but 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 casinos takes KYC lightly and taking measures like verifying the identity of a player via a video call (and asking them specific questions) are often necessary.

If answering a few questions in a Skype call is the only thing standing between you and your winnings, I strongly recommend you cooperate. I believe it will be well worth it. In case you haven’t done anything that is in breach of the Terms and Conditions, there’s nothing to be afraid of.

We can ask the casino for an explanation, but please note that in case you still refuse to cooperate fully, we’ll be forced to reject your complaint.

Please let me know how would you like to proceed.

Dear Leleka15,

We haven’t heard from you for a while. I’m extending the timer by 10 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Leleka15 has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.