BitStarz Casino - Račun igrača je blokiran.

Hi,

i wanted to withdraw my deposits + a few winning from Bitstarz.

They requested some documents for KYC, which is completely fine.

I send them the documents, they told me that they denied them, and they want other docs.

When reading this, please bear in Mind, that im allowed to upload:

• Utility bill
• Government issued document
• Bank statement
• Insurance document
• Other bill

for the address verification

It went like this:

Bitstarz: Send us your ID

Me: Sending ID

Bitstarz: Send your ID with your Face (holding ID in hand)

Me: Sending this

Bitstarz: Make a new, clearer photo

Me: Sending a new, readable photo (no problem)

Bitstarz: We want address verification

Me: Sending my N26 Bank statement.

Bitstarz: We don't accept N26 or Revolut

Me: Sending Bank statement from Baader Bank (Scalable Capital)

Bitstarz: Please send us another proof of address (no bank statement)

Me: Sending an Insurance document (blacked sensitive information, such as Member-ID,etc).

Bitstarz: Insurance documents can't be used as a proof of address! Send something else.

Me: Complaining about the fact that they offer to upload bank statements or Insurance documents but then denying them.

Bitstarz: Send us your Insurance letter without the blacked parts

Me: Sending the same letter, without blacked parts.

Bitstarz: Ghosting me since then

I want Bitstarz to finally approve my address verification and to let me withdraw my winnings.

Hello NielsGambling,

Thank you very much for submitting your 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.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello. Please have a look on my other complaint. This one can be closed. The other one is a follow-up.

Thank you

Additional post from the player:

Hi,so I was playing on Bitstarz and deposits cumulative3001,44€ in five different steps (50,27 + 101,56 + 204,7 + 503,46 + 2141,45)With my last deposit, I was able to get to 3479,95€ (3379,95€ in winnings and +100€ as a weekend bonus (no wager)).I wanted to withdraw my winnings, because... why not, i could lose in the first place, so now i wanted to withdraw my winnings. The Casino asked for KYC. No problem, even though they made it very hard with the address verification, i think i passed it. Now i got an Email, that they (after i wanted to withdraw winnings, and not when i was loosing money) found out, i have had a duplicated account, and they had credited me only my last deposit back for withdrawal.How can this even be legal in any case? I could have lost as much as i wanted to, but withdrawing any winnings? No, hold up, you have another account from 2 years ago, which you have used ONCE, lost some money on, and after that never ever again.I even forgot that this account existed.I want to withdraw my full 3479,95€. Not only that, but I had the chance to lose money here, but withdrawing winnings is no option? This is unfair.It's even funnier, that they only wanted to refund my last deposit... What refund are they talking about? I had nearly 3.5k€ in my balance! So they basically stole 1338,5€ from me.

Dear NielsGambling,

Could you please advise when was the first and the second account created exactly? Did you use any bonus on your first account? Did you have any remaining balance on your first account? Is any of them still accessible?

Hello.

According to my Emails, the first old account has been created on the 27. September 2020 and the new account has been made on last Sunday, 26. June 2022

No bonus has been used in both of the accounts.

I'm not quite sure, but i think i do not have any balance on the first account.

Both accounts are disabled, and I'm unable to log into them.

Thank you NielsGambling for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi NielsGambling,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BitStarz Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

OK if I send you all the evidence via email?

Olle

Yes, of course, please send it here: peter.m@casino.guru.

Done

Hi, i would be happy of you could share this information to me as well.

Thank you Olle for the email and evidence.

Dear NielsGambling,

The casino forwarded very strong evidence suggesting not only that you had two accounts but also that a law has been broken. I'm afraid I can't help you with this. Your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter