BitStarz Casino - El retiro del jugador se retrasó aún más debido a solicitudes de verificación adicionales.

I am trying to withdraw from Bitstarz. I was able to make 3 different deposits of ~13 LTC each and play them with no issues. I happened to win on my third deposit (was with a bonus) and played through the wagering requirements.

Upon trying to withdraw my balance (57.26 LTC), I was asked to fill out the information in my profile. I did. A while later, I was asked to provide my ID. I did. I was then asked for a selfie with my ID. I submitted that. NOW I'm being asked for more selfies including next to a street sign? When I already provided a Water bill as proof of address?

I think I've done more than enough to prove my identity. I would like to be paid what I am owed. I am tired of casinos being happy to take money but using shady methods to prevent having to pay out.

My first name is David, by the way. I think I messed up filling out the sign up form.

Dear david.guinan,

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

Could you please clarify if all the provided documents have been approved? Do I understand correctly that you haven't provided the selfie yet?

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

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.

Hi. I have have had the following requests:

1) Fill out Name/Address/Birthday etc. in my profile - COMPLETE

2) Provide a picture of my ID/proof of address - COMPLETE

3) Provide a selfie of myself holding my ID - COMPLETE

4) Provide a photo with a winking eye (selfie) with ID and a newspaper in one hand. With 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. Additionally, provide a selfie standing by a street sign of your street / near an identifiable location (i.e. shop/bus station) - NOT COMPLETE

I feel like this 4th requirement is ridiculous and not per the industry standards that I've seen and been happy to comply with.

Thank you very much for your reply, david.guinan. 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.

Sent to you.

Thank you very much, david.guinan, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, david.guinan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel and David,

Olle here from BitStarz, and will try to clear some things up here and shine some light on the situation 🙂

As for the 4th request, I do understand that it's a bit invasive but worth mentioning here is that we'd only ask for this if there were some concerns in regards to the other parts of the KYC. This would be a call made by the platform KYC team actually.

As much as it's a bit inconvenient for you (which I fully respect and have sympathy for), it's something that we'd require in your case for the KYC to be completed.

@casinoguru, if you would like to know the reason why I can share via email (if so please provide).

Olle

Hi Olle! Thank you for the response! Please, we would like to know the reason, you can contact me through my e-mail: pavel.k@casino.guru.

david.guinan, meanwhile, I recommend you to submit requested photos. I understand that the request may sound bizarre, but I am sure that the casino has the valid explanation for it. Also, taking a selfie with a certain expression or a street sign is not anything crazy, and will surely help the casino to know that you are a valid player. I hope for your understanding!

david.guinan, please, continue with a verification process and send me all documents that you have submitted so far. My e-mail is: pavel.k@casino.guru.

Hi Pavel,

Sent!

Olle

Hi Pavel,

Sent!

Olle

Dear david.guinan,

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.