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Hello,dear casio guru!today i encounterd the following proble:my winnings of 55650 trx were confiscated.after a long conversation with the casino,they suddenly decided that my winnings were obtained fraudulently!i went trough numerous verification processes,uploaded all the documents and photos they requested,verified my crypto wallet twice ,and each time they said my account was verified and the withdrawal request was being processed!but after a week had passed,they asked me to upload the documents again,and so on in a circle!help me please sort out the situation

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Dear fernandez,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

hi,i provided documents about my adress in different formats!a selfie with my document,a photo of the document from both sides,a selfie with date written and the words Hi Bitsrike,then i attached a photo with the number on lined piece of paper!A screenshot of my wallet with the transaction i sent them.All documents where checked and approved by the casino.

Thank you very much for your reply, fernandez. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

i have more if you need?

Dear fernandez,

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, Samuel (samuel.s@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,

Kristina

Dear fernandez,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BitStrike Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BitStrike Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello fernandez,

I would like to let you know that I am currently also communicating with the casino outside of the complaint thread in an attempt to move the case forward and obtain a proper response.

At the same time, I am still trying to involve the casino directly in the complaint discussion here so the matter can be addressed transparently within the thread as well.

I will keep you updated as soon as I receive any new information or clarification from their side.

Hello fernandez,

despite multiple attempts, I was unfortunately unable to establish meaningful communication with the casino or obtain any proper clarification regarding your case.

Based on the information currently available to me, the casino website also appears to be under maintenance, and I was unable to access it properly to verify whether they still provide a direct Anjouan Gaming validator or complaint channel on the site itself.

Since the casino has remained non-responsive and no progress has been made, I am forced to close this complaint as unresolved, which will negatively affect the casino’s rating and Safety Index on Casino Guru.

As a final recommendation, you may still try contacting the licensing authority directly through the following contact page:

Anjouan Gaming Authority Contact Page

I’m sorry we were not able to achieve a better outcome in this case.

Samuel

Casino Guru