BitStarz Casino - Pelaajan kotiutus viivästyy KYC-vahvistusongelmien vuoksi.

The situation is like this. I deposited 16,000 USDT in BitStarz Casino to play games. In the end, I encountered difficulties when withdrawing 8,000 USDT. I did not use the bonus. I even asked the customer service to cancel the bonus for me because I am not a person who uses bonuses for arbitrage.

When I withdrew 8000USDT, the casino claimed that I used multiple accounts, but I didn’t and in fact I didn’t need to use multiple accounts. I am a normal player. I submitted the KYC documents they required, but they refused to approve it because my date of birth and name were different from those in the casino system. 

I was asked to explain to the customer service why this happened. I explained that I was born on February 7, 2004, but I accidentally clicked the wrong date and clicked on the 6th. I think this is understandable.

I didn’t fill in my name. The Chinese characters in the default name field of the casino information were "未記入", which means it was not filled in. I clicked confirm, and the default placeholder became my name. This is a bug in the casino. After I explained it, I re-uploaded the KYC documents, but they no longer processed it and directly put my application on hold, claiming that my KYC could be processed within 12 hours at most, but I waited for more than 24 hours.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’ve faced with your withdrawal and the KYC verification process at BitStarz Casino.

To help us better understand your case and evaluate how we may assist, could you please clarify the following:

• During registration, which fields were entered incorrectly or left blank? You mentioned an error in the date of birth and that the name field auto-filled with a placeholder—were there any other fields that may have been affected?
• Did you attempt to correct the inaccurate details in your account before submitting the KYC documents?
• Has the casino provided any additional response since your documents were placed on hold?

If you have any screenshots, emails, or communication history with the casino, please feel free to forward them to petronela.k@casino.guru for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I entered my birthday incorrectly, one day off. I clicked submit without entering my name and given name, so my name and given name were the default strings.

The casino asked me to explain this during the KYC process. I have explained it to their customer service and I also asked the customer service to correct my wrong information but they did not.

The only thing the casino told me was to wait

Now they have blocked my account because I used the wrong name.

They ignored my explanation.

And I used USDT for deposits. I don't think the name is that important.

Hello,

Just to confirm:

• Your date of birth was entered incorrectly by one day (February 6 instead of February 7), and
• Your full name and given name were left blank, which caused the system to use a default placeholder as your name.

Could you please confirm if this is correct?

Also, did you try to correct these details immediately after registration or as soon as you noticed the mistake?

I understand that this may seem like a small error, but please know that providing accurate and truthful personal information is extremely important when playing at any online casino. The casino is required to verify your identity to prevent fraud, comply with anti-money laundering laws, and ensure the security of all players. Unfortunately, if the account details do not match your official documents, the casino is not able to approve the KYC verification or process withdrawals.

Once we have your confirmation and any additional details, we will see how we can proceed. If you have any screenshots or further communication with the casino, please feel free to send them to petronela.k@casino.guru.

Thank you in advance for your reply.

Dear 8268628,

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,
Petronela
Casino.Guru