BitStarz Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Since the casino has very good ratings and seems reputable, I registered there, deposited and played roulette from Evolution Games. A withdrawal of 4000 EUR worked after a further check of my data. After I further requested a withdrawal, the problems started. First they wanted me to have the Cashtocode receipts that I used to deposit. Then bank statements and proof of salary. This review has now taken almost a month. Now you're asking for pictures again and I'm supposed to answer questions. The email is this one.

Thank you for submitting your documentation.

We kindly request the following documents from you:

1. A photo of your face (selfie) with your government-issued ID (passport or driving license) and a newspaper in one hand. Take a pen/marker and write Bitstarz and today's date on the newspaper and sign the newspaper below the word Bitstarz. Please note all details should be legible.

2. A photo of you standing by a street sign of your street / near an identifiable location (ie shop/bus station)

We also noticed some unusual behavior on your account, and require some more info please.

1. Kindly explain the reason for sending small deposits and not playing them?

2. Please explain the reason as to why you are placing bets on red/black only?

3. Please advise where the funds from the PayPal deposits seen on your bank statement are coming from?

Looking forward to hearing back from you.

Best regards,

millie

Support Hero

I've never experienced anything like this and now I'm worried about my data. At the latest when I was asked why I only bet on black or red in roulette, the casino made itself dubious for me. I don't think it's illegal and it's not entirely true either. I very well bet with 2 to 1 as well.

If I don't submit the pictures and answer the questions, I may never see my money again.

I hope that you can help me in this situation.

Da das Casino sehr gute Bewertungen hat und seriös scheint, habe ich mich da registriert, eingezahlt und Roulette von Evolution Games gespielt. Eine Auszahlung von 4000 EUR hat nach einer weiteren Überprüfung meiner Daten funktioniert. Nach meiner weiteren Beantragung einer Auszahlung gingen die Probleme los. Zuerst wollte man von mir die Cashtocode Belege haben mit denen ich eingezahlt habe. Dann Kontoauszüge und Gehaltsnachweis. Diese Überprüfung hat jetzt fast einen Monat gedauert. Jetzt verlangen Sie erneut Bilder und ich soll fragen beantworten. Die Email ist die hier.

Thank you for submitting your documentation.

We kindly request the following documents from you:

1. A photo of your face (selfie) with your government-issued ID (passport or driving license) and a newspaper in one hand. Take a pen/marker and write Bitstarz and today’s date on the newspaper and sign the newspaper below the word Bitstarz. Please note all details should be legible.

2. A photo of you standing by a street sign of your street / near an identifiable location (i.e. shop/bus station)

We also noticed some unusual behaviour on your account, and require some more info please.

1. Kindly explain the reason for sending small deposits and not playing them?

2. Please explain the reason as to why you are placing bets on red/black only?

3. Please advise where the funds from the PayPal deposits seen on your bank statement are coming from?

Looking forward to hearing back from you.

Best regards,

Millie

Support Hero

Habe sowas noch nie erlebt und mache mir um meine Daten mittlerweile Sorgen. Spätestens bei der Frage warum ich beim Roulette nur auf schwarz oder rot setzte hat sich das Casino für mich unseriös gemacht. Es ist denke ich mal nicht verboten und entspricht auch nicht ganz der Wahrheit. Ich habe sehr wohl auch mit 2 to 1 gesetzt.

Wenn ich die Bilder nicht einreiche und die Fragen nicht beantworte, werde ich mein Geld wohl nie wieder sehen.

Ich hoffe das Sie mir in dieser Situation weiterhelfen können.

Dear Zaheka,

Thank you very much for submitting your complaint. I understand that all the requests might sound strange, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it is nothing extraordinary.

I recommend you cooperate fully, provide all the requested pictures and answer all the questions at your earliest convenience. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela

Thank you for your quick reply. How should I answer the question why I play roulette only with black and red? Why this question? I can not understand.

The same goes for the receipt of payment from PayPal. This has absolutely nothing to do with the casino and PayPal is always there to check it yourself if something is supposed to be out of the ordinary.

Please understand that I do not want to send everything to the casino for data protection reasons. I wonder if the money will actually be paid out afterwards. From the beginning I have these problems that new things are required for each new payment request.

Hallo Petronela

Vielen Dank für Ihre schnelle Rückantwort. Was soll ich denn auf die Frage antworten warum ich beim Roulette nur mit Schwarz und Rot spiele? Was soll diese Frage? Ich kann es nicht nachvollziehen.

Genauso der Zahlungseingang von Paypal. Das hat rein gar nichts mit dem Casino zu tun und Paypal ist da auch immer hinterher das selber zu prüfen wenn irgendwas Außergewöhnlich sein soll.

Verstehen Sie mich bitte auch das ich aus Datenschutzrechtlichen Gründen nicht alles dem Casino schicken möchte. Mir stellt sich die Frage ob das Geld danach auch wirklich ausgezahlt wird. Habe von Anfang an diese Probleme das bei jedem erneuten Auszahlungsantrag, neue Sachen gefordert werden.

Please understand that the requested information about your PayPal account is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply with and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

Dear Zaheka,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.