Bitsler Casino - El retiro del jugador ha sido rechazado y retrasado.

Why does this casino have such a rating???

I won around 1300 dollars and requested a withdrawal, but after about 12 hours no payout was made. I contacted support, and they told me to wait indefinitely. Then I received a notification to go through a verification process, which is where things got interesting. I was asked to upload my passport, driver's license, or a migrant card. I uploaded my passport, but encountered an error, so they told me I needed a different document. I don't have a driver's license and definitely not a migrant card, so eventually, after two hours of arguing, they accepted my passport. It's been 4 days now, and the support department says they have no time limit for verification. They keep refusing my withdrawal and won't conduct the verification process. Please help.

откуда у данного казино такой рейтинг???

Выиграл около 1300 долларов, поставил на вывод , около 12 часов не было выплаты, я написал в поддержку, сказали ждать неопределённое время, затем пришло уведомление что необходимо пройти верификацию и началось самое интересное. Было предложено загрузить паспорт, водительские права или карту мигранта . я загрузил паспорт, при загрузке возникала ошибка, и мне говорили что нужно другой документ. У меня нет водительского удостоверения и уж тем-более какой то карты мигранта , в итоге после двух часов споров они приняли мой паспорт. Прошло 4 дня , поддержка говорит что у них нет сроков верификации, в выводе отказывают , верификацию проводить отказывают, помогите пожалуйста

Dear thompsonjor48,

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.

• Could you please list which documents you have already provided for verification?
• Were any of them confirmed by the casino?

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I provided, as requested, a passport of the Russian Federation. I repeat, 4 days have passed since sending. they refuse to provide any information. completely ignore me

я предоставил как и было запрошено паспорт российской федерации. повторюсь прошло 4 дня с момента отправки . они отказываются предоставлять какую либо информацию. полностью меня игнорируют

I want to note that a week has passed. The support service is not responding. verification is not carried out. winnings are not paid

хочу отметить что прошла неделя. служба поддержки не отвечает. верификацию не проводят. выигрыш не выплачивают

Thank you very much, thompsonjor48, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear thompsonjor48,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bitsler Casino representative to join this conversation.

Dear Bitsler Casino,

Could you please clarify, if there is something that can be done to speed up the verification process?

Thank you in advance,

Mirka

I would like to add that yesterday the verification was canceled and forced to go through again. Russian passports are also not accepted. They ask for a driver's license or a migrant card. I am a citizen of Russia and I do not have a migrant card. No driver's license either. I tried to send a military ID (a document confirming that I served in the army, official, with all the data) it contains a photo and all the data, I tried to send an insurance policy, it also has my photo and all the data, they refused to accept it.

Dear administration, if necessary, I can even provide you with all my documents.

Хочу добавить, что вчера верификацию отменили и заставили проходить заново. Паспорт РФ также не принимают. Просят водительское удостоверение или карту мигранта. Я гражданин России и карты мигранта у меня нет. Водительского удостоверения тоже нет. Я пытался отправить военный билет ( документ, подтверждающий что я служил в армии, официальный, со всеми данными) в нем есть фото и все данные, пытался отправить страховой полис, там также есть мое фото и все данные, они отказались принимать.

Уважаемая администрация, если необходимо я даже Вам могу предоставить все мои документы.

and again I want to add that the second time the verification was rejected, the support is not responding. just a mockery

и снова хочу добавит что второй раз отклонили верификацию поддержка не отвечает . просто издевательство

As you can see, the support service ignores all messages

как видите служба поддержки игнорирует все сообщения

help stop this chaos, a week later the support responded and suggested that I go get a driver’s license to pass verification!!! it takes a year and is very expensive

помогите прекратить этот беспредел спустя неделю поддержка ответила и предлагает мне пойти получить водительское удостверение чтобы пройти верификацию!!! это занимает год времени и очень дорого стоит

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.

Dear CasinoGuru,

We would like to inform you that the individual in question, who was flagged as an abuser, completed a withdrawal of their deposit on April 30, 2024, at 11:22:22. Despite the circumstances, we allowed the withdrawal to proceed .

Following this transaction, the case associated with this account has been closed for nearly a month. Furthermore, please note that the account was also terminated on the same day, April 30, 2024.

We trust that this resolves any outstanding matters related to this account. Thank you for your attention to this matter.

Best Regards,

Thank you for the update, Bitsler Casino.

Dear thompsonjor48,

Could you please confirm, that you have received the withdrawal?

Dear thompsonjor48,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.