888Starz Casino - Pelaajan tili on suljettu ilman syytä.

Hello Casino Guru Team,

​I am facing a serious issue with 888Starz Casino. I have already provided all the required verification documents they asked for. Despite submitting all my genuine documents, their Security Department has blocked my account for no valid reason. I want to clarify that I have not placed any illegal bets or violated any fair play rules. I played completely honestly.

​Now, my total funds of 48,800 BDT are completely stuck inside the account. I can neither log in nor withdraw my money. I tried to resolve this with their customer support, but they didn't offer any proper help. After that, I submitted a complaint on AskGamblers, but they rejected my case and advised me to approach an ADR or another authority. This is why I am submitting my case here.

​Please investigate this matter with their security team and help me get my blocked account and my 48,800 BDT back.

​Thank you.

Casino Account ID: [redacted]

Registered Email ID: [redacted]

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Dear Mdsakib75,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Thank you for looking into my issue. Here are the answers to your questions:

1. Yes, I have already provided all the required documents to the 888starz Security Department for my verification.

2. No, I did not play any casino games. I only placed bets on cricket sports betting. I am also attaching the screenshots of my cricket sports betting history as proof.

3. No, there was no bonus money involved in my account. My current balance consists purely of my winnings from legitimate sports bets. There are no illegal or promotional funds in my account.

Please let me know if you need any further details.

Best regards,  

Md Sakib Khan

Hello Jean,

I would like to provide some more crucial details regarding my situation.

The 888starz Security Department flagged and locked my account mainly because I recently changed my phone and logged in from my new mobile device instead of my old one. After they locked it, I submitted 6 to 7 different types of requested documents to verify my identity.

Even though I provided everything, they kept me waiting for 3 to 4 days, and after that, they completely took away my access to the ID. Now, I am unable to log into my account at all.

I want to emphasize that I have not done any irregular or unfair betting. I only place regular and legitimate bets on cricket sports betting. Without any valid reason or broken rules, they just locked me out of my own account. Furthermore, when I asked their security department to explain which specific rule I had broken, they completely ignored me and did not provide any reply.

Therefore, I kindly request you to please contact the 888starz team regarding my issue. Through your platform, I want to get my account back and recover all my funds. Please help me resolve this unfair situation.

Thank you for your support.

Best regards,

[redacted]

Hello Casino Guru Team,

​I want to report that despite submitting all my authentic and legal documents, 888Starz Casino has unfairly restricted my account. I am certain that I am using the correct password, but I am completely locked out.

​I have sent multiple emails to their Security Department asking what specific terms or rules I supposedly violated, but they have completely ignored me. I have not received a single reply from their team to date. It feels like they are intentionally ignoring my queries while holding my 48,800 BDT balance.

​Please pressure the casino to explain why they are blocking my access and refusing to respond to my emails.

​Thank you.

Thank you very much for your reply, Mdsakib75.

Could you please provide the date of registration and when exactly your account was blocked?

Which documents were you asked to provide during the verification process? Forward all the documents that you sent to the casino to jean.s@casino.guru.

Could you please share with me all relevant communication with the casino? You can send it to my email or post screenshots here.

I understand this may take time, so I appreciate your assistance.

Hi Jean,

Thank you for your response.

Unfortunately, I cannot recall the exact date of my account registration. If I were able to log in, I could have easily verified it for you. However, my account was blocked by the security department on May 16, 2026, at 11:43 PM. This is completely unfair, as I am still unable to log in despite entering the correct password.

I want to state unequivocally that I have never placed any illegal bets or violated any of the company's terms and conditions. I simply won a cricket bet, and I am uploading the screenshot of that winning bet here as proof.

To clarify the situation regarding the transactions: after submitting my own verification documents, I used my friend's bKash and Nagad accounts for deposits and withdrawals. Consequently, the 888starz security department requested my friend's National ID (NID) card. I complied fully and provided exactly what they asked for, including my friend's official bKash and Nagad account statements, which were sent directly to the security department. Despite submitting all the requested proof, they still went ahead and unfairly blocked my account.

As requested, I have now forwarded every single document previously sent to the casino's security department to your email address (jean.s@casino.guru). I am also uploading screenshots of my entire conversation with the casino support team here.

Please let me know if you need any further information or additional documents to help resolve this case.

Regards,

Mdsakib75

BKash statement password:[redacted]

Hello Mdsakib75,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, it has been around 12 to 14 days since I submitted my complaint, and I have provided all the requested details and documents. I want to state clearly that I have never created multiple accounts or violated any rules, and all my documents are fully authentic. Please review my files and help me resolve this issue with 888Starz Casino so I can get my funds (48,800 BDT) back. Thank you.

Dear Mdsakib75,

Thank you for clarifying the situation. I truly understand how frustrating this must be for you, especially after providing all documentation and making genuine efforts to resolve the issue. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.

Since you mentioned that you used your friend's bKash and Nagad accounts for deposits and withdrawals, this is a serious violation of the casino’s terms and conditions. This is what I found in the casino's Accounts, Payouts & Bonuses page:

Deposits made using payment methods that belong to third parties, or for which ownership cannot be verified, are prohibited. In such cases, the Client’s account will be blocked, and deposits will be returned to the original source without fees.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Jean