BitStarz Casino - Igrač se bori da verifikuje svoj nalog.

I am seeking your assistance in resolving a dispute with Bitstarz Casino, which has refused to process my withdrawal of 7920 USDT despite my full compliance with the verification requirements set out in their terms and conditions. Their actions throughout this process appear arbitrary and inconsistent, raising serious concerns about their fairness.

Background

I signed up for Bitstarz Casino on 26th November 2024 and successfully completed the bonus wagering requirements. After initiating a withdrawal, I provided the requested documentation, including:

• Two broadband bills (both issued within 90 days).
• A bank letter (issued within 90 days).
• Multiple photos of my passport, including one with the plastic cover removed, as instructed.
• A photo of me holding my passport.

Despite submitting these documents, the casino has repeatedly rejected the proof of address documents without providing valid justification. Specifically:

Broadband Bill Rejected as "Too Old":

My broadband bill, dated 13th October 2024, was submitted on 27th November 2024—well within the stated 90-day requirement.

2nd Broadband Bill Rejected as "Looking Different":

My second broadband bill was rejected because it "looks different" from bills of other customers, which is a vague and baseless claim.

Bank Letter Rejected Without Explanation:

The bank letter, an accepted form of proof of address according to their terms, was simply dismissed with no reasoning provided.

Their refusal to accept these valid documents has left me with no confidence that any additional submissions would be treated fairly or lead to a resolution.

Points of Concern

Arbitrary Rejection of Proof of Address:

The documents I submitted meet their stated requirements. Rejecting them for subjective reasons such as "looking different" raised questions about their motives.

Lack of Transparency and Specificity:

I repeatedly sought clarification about why my documents were rejected, only to receive vague and inconsistent responses. For example, they initially claimed my documents were incomplete, but later acknowledged receipt without explaining the rejection. When I had an email ignored, they said I'd used the incorrect email address even though they'd replied from that one prior.

Prolonged Delays and Poor Communication:

It has been over six weeks since my withdrawal request. The repeated arbitrary demands and lack of communication have caused significant inconvenience and stress and are inconsistent with industry standards for reputable casinos.

Requested Resolution:

I kindly request and would greatly appreciate Casino Guru’s intervention to mediate this dispute and ensure that Bitstarz Casino processes my withdrawal without further delay. I have acted in good faith and provided all necessary documentation, yet their refusal to process my funds is unfair, arbitrary, and inconsistent with their stated terms.

I have supplied copies of the exact documents I submitted to Bitstarz so you can verify that their refusal to accept them as proof of address is simply a way to avoid paying out the legitimate winnings.

• Broadband bill issued on 13th October 2024 (original PDF format).
• Second broadband bill issued days before submission.
• Bank letter issued within 90 days.

Dear cal_a_l,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only issue? Could you please confirm that the personal data from your documents matches the information you filled in your player profile?
• Have you provided any other documents to verify your account and have they all been approved?

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,

Kristina

Dear Kristina,

Thank you for your quick response and willingness to assist.

Yes, verifying my home address is the sole issue. However, it seems they are simply not approving my documents in order to withhold the significant winnings. I have to reiterate that the documents submitted met the casino's criteria found within their terms and conditions and also the document upload section. For example the broadband bill is the original PDF and was 45 days old at the time of submission (up to 90 days was acceptable according to their terms). Yet this was rejected as too old, in stark contradiction of their terms.

When I submitted a newer version, the reason for rejection suddenly became "your bill looks different from other customers that we've processed". This dubious explanation coupled with the fact that a third valid document was rejected without giving any reason at all, have left me with no doubt they have acted in bad faith.

Their current position is that I need to submit yet another proof of address document and that they are going to ignore any/all emails I send, but their track record of arbitrary rejections gives me no confidence that they would act in good faith. They should be able to process my withdrawal immediately. They have never provided alternate requirements/criteria for any subsequent proof of address document, further indicating that my documents were perfectly valid.

The personal data in my documents aligns with my player profile and I have a unique postcode (eircode), so there can be no question of any mismatch.

I hope this summary clarifies the situation, and I trust that your intervention can bring about a fair and timely resolution, ensuring that Bitstarz fulfills its obligations to process the withdrawal without further delay.

This will also help uphold the trust and fairness that players expect from any reputable platform.

Thank you very much for your reply, cal_a_l. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I've emailed you the relevant communications. Thank you.

Thank you very much, cal_a_l, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you cal_a_l for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hi there,

Thank you for the invite, sure let me send over the info to you guys.

@peter, can you provide your email please?

Thank you for the update BitStarz Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Cool will pass it over now 🙂

Thank you for the clarification BitStarz Casino representative.

Dear cal_a_l, the casino has explained that they require you to provide a photo of your passport for the KYC verification in a specific manner which you have failed to deliver. When it comes to verification there isn't much we can do as each casino has to adhere to their regulatory requirements for verification. I can only advise to provide the requested selfies so we can proceed further with the resolution of the case. If you don't, I will be forced to reject your complaint due to your noncooperation, I hope it won't come to that. Thank you in advance for your cooperation!

Hi Peter,

I have complied with the Passport requests. As the reason for not paying out has changed again, can you provide the specific details of exactly what they've claimed? (what photo of my passport wasn't provided) – because I am lost at this point.

Otherwise I can't really give you my side of the story and I feel I'm being unfairly dismissed.

This is how it has been throughout. Asking me for something without clearly defining it and then rejecting everything as not meeting criteria that remain hidden, and stopping all communication.

If the issue is now photos of my Passport, does that mean that my valid address documents have finally been accepted?

Did they provide any evidence of why my address document was rejected for supposedly being different from other customers'? As far as the regulatory standards go, I've actually found that my account should be already be verified based on the documents/selfies already submitted.

My experience is that I've been jumping through hoops to co-operate. I need transparency.

Hi there,

I mean, we've provided instructions as to how you need to go about it. We also have a mechanism where the KYC team cannot reject without reason, which means it is clearly outlined in the rejection.

I'm sorry but I'm not sure how to make it more clear than that. I do recommend you speaking to our customer support if there's any confusion.

Olle

Hi Olle,

Please state clearly here what you are asking as I don't know.

I prefer to communicate here as your support team has said they'll be ignoring all contact from me.

If the issue is Passport images as Peter suggested, can you confirm my proof of address documents are accepted?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks Peter,

I'm ready to verify my account once they explain exactly what the issue is.

Again, I'm completely in the dark. The casino has decided to refuse to communicate and isn't clarifying the issue here either.

I am being denied my winnings for no apparent reason, for over 2 months now. This is causing significant distress.

Hi Peter,

I've sent an email to you about this over 2 weeks ago but you're yet to reply to it, just so you know.

Would be great if you could have a look.

Dear BitStarz Casino representative, one of my previous responses here was in regard to the email you sent me. I have explained to the player the reasoning you provided in that email as to why the verification has not been proceeding further. You mentioned in one of your previous replies that you provided instructions on how the player needs to go about the verification. The player asked you to state the reasons clearly here in the thread as your support team has said they'll be ignoring all contact from them. Thus I have set the timer for you so you can explain to the player what exactly is needed to proceed further. I kindly ask you to please reiterate what exactly is needed by the player to finish the verification procedure. Thank you in advance for your cooperation!

Hi guys,

So, it would be great if you can reach out to support and ask them. The person who was in support telling you that we won't reply anymore is wrong 🙂 He's also not working with us anymore.

I've instructed the support to speak to you and explain exactly what you need to provide, as I think this is the best way to go forward so you won't have to wait for me to reply 🙂

Dear Bitstarz,

As you know, I've sent you guys countless emails. I am again asking you to explain here exactly what the issue is.

I think this is a fair request.

Dear cal_a_l, as mentioned in our correspondence outside of the thread, for the sake of resolving your issue I would highly recommend getting in touch with the casino support as instructed. If their explanation isn't satisfactory you can of course, revert here but you were given instructions on how to proceed and I would very much appreciateit if you could follow them. Thank you in advance for your cooperation!

Dear Peter,

I've contacted the casino as they asked. Im currently awaiting their explanation.

Hi Peter,

They've suggested that my withdrawal will be processed if I submit a proof of address dated within 90 days.

As I've met this requirement before, can you suggest how to proceed?

Dear cal_a_l, seems like you'll need to meet this requirement again. I would recommend providing the requested document as soon as possible. Thank you in advance for your cooperation!

Dear Bitstarz support,

Can you provide an explanation here in the thread as to why my proof of address document submitted yesterday was rejected? The reason given within the documents section of my account was ambiguous.

Specifically, which of your own stated requirements for proof of address (as shown below) were supposedly not met?

[The above image shows the stated requirements on the Bitstarz website]

• Must show full address including any postcode.
• Must show your full name.
• Must show the official logo of the issuer.
• Must be issued within 90 days.
• Must display the whole document.
• Must be either a photo of a paper document or the original PDF emailed to you.

For the record, the submitted utility bill was an official document (which is permitted by Bitstarz for verification purposes) displaying my full address (including postcode), bearing my full name and the company logo. It was issued on January 25th 2025 and it displayed the full page, in original format.

I've provided an updated utility bill 4 times over the course of 3 months and also had a bank statement rejected without any reason given at all. These were official/original documents despite a previous claim from the casino that my utility bill was "rejected for looking different than other customers' that we've seen". It would be appropriate to explain this reason given for prior refusals also.

My preference is to communicate here within the complaint thread on Casino Guru, as extensive communication with your customer support has never yielded any clear explanation of why documents have been rejected and I only receive automated response emails since your support staff stated they'd be refusing to reply to further emails.

Hi there,

Just so I understand, you mentioned the reply was ambiguous from support, but what did they reply?

I also instructed them to keep replying to you (and dismiss any previous instructions not to communicate further). So if you can provide information as to why it was rejected, that would be great. Support has to specifically point out to you why a document is rejected.

Olle

Hi Olle,

I've asked you to to explain why it was rejected and you are asking me to explain why it was rejected.

I don't know because the document submitted has met the stated requirements.

Hi again,

Sorry, I honestly don't mean to make this more complicated. I just figured it is a much faster process to speak directly to our support to get replies, as opposed to you having to wait for me to get to replying to this complaint. But I understand that if they don't give clear answers, I can help out.

Reason why I mentioned to reach out to them is that they're obligated to explain exactly why a document is rejected. Basically, when they click the "reject" button on a document, they have to fill in a reply as to why.

My suggestion would be to upload another proof of address than the Vodafone bill you've uploaded before.

Olle

Hi Olle,

Just to be clear, I am requesting to know why the most recent valid document was rejected.

"But I understand that if they (casino support) don't give clear answers, I can help out."

Yes this is the situation. So I would appreciate if you can provide the explanation here in the Casino Guru case.

As you say, you're obligated to explain it.

Thank you.

If you're referring to the Vodafone bill, as I mentioned above, please upload an alternative proof of address.

Our AntiFraud Team said they weren't able to accept it due to similar templates being readily available online for purchase and it's easy to fake.

It meets your criteria, and is a legitimate original document.

You've previously rejected a bank statement without explanation.

You can't dismiss a document that you have deemed acceptable on your own stated terms.

Suggesting I've submitted false documents is absolutely ridiculous.

@peter, maybe I can provide evidence as to why our AntiFraud department believes it's not legitimate?

You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

All documents submitted to the Casino are legitimate.

Fortunately, I shared them with Casino Guru when we created the case.

I think the Casino has made a mistake here.

Their reason for not accepting my broadband bill doesn't make sense since it's acceptable within their own stated terms, and it wasn't the only valid document submitted for proof of address.

Hi there,

Just for the record.

I think it's a bit of a simplification here when it comes to the criteria.

Simply because a ID (as an example) meets the criteria of:

• Clear picture
• Valid date
• etc

Doesn't mean we can submit a ID with Donald Duck as picture on the ID, if you catch my drift?

So just because it meets the criteria in terms of standard requirements, doesn't mean it's valid if it raises concerns about its legitimacy.

Just to make that a bit more clear.

Olle

@peter,

Can you confirm if you received the video I sent by email of me logging into my Vodafone account?

It shows my address and proves that my bill is real.

I also sent you a picture of my Drivers Licence which also bears my address.

Thank you for providing me with the information cal_a_l, I will pass it onto the casino representative and we will see if there will be any development in the case. I will keep you updated, thank you for your patience during this time!

Hi there,

Thank you for the video. For me, it looks legitimate 🙂 it's satisfactory for me at least.

I will revert back asap and see if there's anything else unclear for the Anti Fraud Team and if not, I'll make sure we'll release your funds.

Just to mention that here, the player was paid yesterday.

Thank you very much for the update BitStarz Casino representative.

Dear cal_a_l, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

@Peter,

This is correct. The Casino finally processed my withdrawal. Thank you for your help with resolving this.

Dear cal_a_l,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter