BitStarz Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Absolutely bad unbelievable experience.

They keep me unverified so i can't withdrawal ,

Asking for selfie next to bus station wtf

after i submitted everything they refuse to verify my account all because my first time play and get to win they loose with me 🙂

BitStarz had no problem taking my deposits, but the moment I won around $500 and requested a withdrawal, the endless obstacles started.

I submitted my ID and every standard verification document they asked for. Then they demanded something I have never seen any other casino ask for: a selfie standing next to a street sign, bus station, or other identifiable location. It was ridiculous, but I still complied and sent the photo.

After submitting everything they requested, my withdrawal remains delayed and I'm simply being told to wait. No clear timeframe, no explanation, just more delays after winning.

In my opinion, this experience raises serious concerns about how withdrawals are handled. Depositing was instant. Winning and getting paid has been a completely different story.

If you're considering playing here, just ask yourself this: if they make you jump through this many hoops for a relatively small withdrawal of $500, what happens when you win more?

This has been one of the most frustrating online casino experiences I've had.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Dear Radkach,

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,
Attila
Casino.Guru