BitStarz Casino - Pelaajan kotiutus on viivästynyt.

They are refusing to let m withdraw. I have been trying to verify for a long time. They asked for selfie with a paper with todays date and their name on it. I fixed it. As adress proof I uploaded my bank statement. It was in pdf and under 90 days old. They rejected it and asks for a new selfie with id and an utility bill. I sent that aswell (payment of rent). They rejected that aswell.

What should I do when they do not accept legal documents from my bank or other documents? They just try to make me lose my money before withdrawal. I have provided all documents they ask for.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that only your bank statement wasn't accepted? What was the format of the bank statement you provided during verification?
• Which documents you submitted were approved, and which weren't?
• Could you please list which information can be found on the bank statements you provided, from the list specified by the casino support?
• Which bank do you use?
• Have you made sure to take selfies in good lighting conditions, with no glare or distortions?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Do I understand correctly that only your bank statement wasn't accepted? What was the format of the bank statement you provided during verification?

Yes, I sent my pdf bank statement downloaded directly from my bank.

Which documents you submitted were approved, and which weren't?

Bank statement and invoice for my rent

Could you please list which information can be found on the bank statements you provided, from the list specified by the casino support?

It includes my adress and is under 90 days. So it includes all what they need

Which bank do you use?

DNB, it is the main bank in Norway.

Have you made sure to take selfies in good lighting conditions, with no glare or distortions?

Yes, selfies with the newspaper was accepted.

Hello Ynwa1892,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply and the explanation.

• Could you please confirm the address on your bank statement is the same as the address you filled out in your player's profile?
• Is your rent agreement under the same address?

Please let me know.

Yes on both. They are just being difficult.

I now have even more in my balance. Still not able to withdraw.

Dear Ynwa1892,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Ynwa1892,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BitStarz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hi guys,

Firstly, I'm sorry the KYC process is dragging here.

To be fair, we only miss one thing to process your withdrawal which is a utility bill not older than 3 months, and that's it.

You've uploaded bank statements, but those are no utility bills 😕

Olle

I sent a bank statement and my rent papers. Both were under 3 months old. So this is a total lie from your side. Have you even seen the documents? In my rent everything is included, which is totally normal in Norway

Dear Ynwa1892,

I understand your frustration! However. to make it easier, I encourage you to send electricity/water/gas/water/internet bill to the casino.

Thank you very much in advance

I sent a bank statement and my rent papers. Both were under 3 months old. So this is a total lie from your side. Have you even seen the documents? In my rent everything is included, which is totally normal in Norway. I do not know any other documents that I can use than this. Is it okay to send my student loan documents?

Dear Ynwa1892,

you are right! I havent seen your documents. Will you be so kind and send them to me as well? (martina.b@casino.guru)

Dear BitStarz Casino,

Can you please try to examine the documents again, since the player has nothing more to provide?

I was talking to them, but sent you the documents.

Dear Ynwa1892,

I have receive the documents, thank you!

Dear BitStarz Casino, are there any news?

Hi guys,

Sorry for the slow reply.

No utility bills or anything? How do you pay your utilities? Just trying to help here 🙂

Olle

Dear BitStarz Casino,

I understand that in some countries, landlords take care of utilities while tenants only pay rent. I believe this might be the case here as well.

Let me see what I can do

What Martina says is correct. The documents provided should be more than enough, unless you try to make things difficult.

Don't worry, I'll try to work with you 🙂 I've asked the team to have a look and see if we can accept the docs as they are.

I have sent selfie with a newspaper with your name and correct date etc. This is starting to get ridiculous. I would recommend everyone to stay away from your casino. It is not okay to treat customers like shit only for winning.

Even if this is fixed you should be ashamed by how your casino operate.

Don't get me wrong, I understand the KYC process is anything but fun so I'm sorry about the frustration you feel here.

That said, it's a legal requirement for us to ask it. It's not an invention of BitStarz but rather something we do simply because it's the law. I'm sure CasinoGuru is also much keen on us following the legal obligations we have.

Now, I'm trying to work with you here, and making an exception for the Utility Bill.

An additional thing that adds to the time was an additional check by Evolution Gaming as your style of play was out of the ordinary, and thus they wanted to take another look.

But I foresee this not taking much longer to be resolved.

Dear Ynwa1892,

I truly empathize with your frustration. As the casino has explained, there are specific steps in the KYC process that must be followed. I sincerely hope that the verification with the game provider will not take much longer, allowing you to access your funds soon.

Thank you for your compliance with the casino's requirements and for your continued patience during this process.

Dear BitStarz Casino, please keep us informed with any updates you may have.

Thank you in advance.

No other casino have asked me for selfie with a newspaper with todays date and their name on it. That is not something you are required to do, but okay.

And nobody rejects documents from the biggest bank in Norway either...

Again,

The reason your bank docs were rejected was because we didn't ask for bank documents. We asked for utility bill, which is different from a bank statement.

As for selfies and newspaper selfies, they are more common practice than you'd expect in a casino.

Now, with all that said, I've solved the issue for you and your WD will be paid out.

You're welcome.

That is wonderful news! Thank you, BitStarz Casino!

Dear Ynwa1892,

I would like to mention that the request for a selfie with a newspaper is quite common in this industry.

Additionally, please let me know once you receive your withdrawal. I appreciate your cooperation in advance. Thank you very much!

Dear Ynwa1892,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru