BitStarz Casino - El jugador no puede retirarse debido a problemas de KYC.

Hi, I have this bitstarz account since one month and I always deposit and withdraw till now.

I have to said that I select my correct country and postal code but put incorrect name and address cause I didn t think was important for a crypto casino.

I don t use a VPN but I can only log in from my phone with private connection in Safari (IOS) cause is restricted in my country this casino.

Yesterday I deposit 10k in usdt and when I ask to withdraw 10.500k they ask me for KYC verification told me that I put incorrect name and I ask for change it but is impossibile till I don t make KYC.

I submit all document they need (bank statement previous 3 month, Italian ID with my selfie photo)

the are going long with this KYC procedure and I m scaring to loose my money

I allegate now document and proof about what I Said to you (bank statement, whithdraw blocked , proof of my deposit in blockchain, document I send to casino)

please help me.

i only want my money back, no irregular issues, no fake ID no jokes of any kind

regards

L M B*******

Dear mattiaborghese97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all the online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before start playing. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

However, I have checked the general terms and conditions and this is what I found (here):

Your Obligations as a Player:

All information that You provide to BitStarz.com during the term of validity of this agreement is true, complete, and correct, and that You shall immediately notify BitStarz.com of any change of such information;

If your account was registered using a fake name and address, I'm afraid we won't be able to provide assistance with this matter.

Thank you in advance for your reply.

Best regards,

Petronela 

What is the risk of closing the account now?

will they at least refund my deposit?

I proved my identity via KYC verification

Cosa rischio ora la chiusura dell account ?

mi rimborsano perlomeno il mio deposito ?

ho provato la mia identità tramite verifica KYC

Hi mattiaborghese97,

In the email you sent, you mentioned that the casino corrected your personal information. Are they now prepared to verify your account?

Please continue to update me on any new developments.

Hi, yes, but they haven't finished the verification process yet

Ciao si, ma ancora non hanno terminato il processo di verifica

Hi mattiaborghese97,

Please anticipate a processing time of a few working days for the casino to handle your personal documents and complete the KYC (Know Your Customer) procedure. In the meantime, please keep me updated on any additional developments.

Thank you.

Dear mattiaborghese97,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.