BitStarz Casino - La cuenta del jugador ha sido cerrada.

Dear Janna1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward, could you please clarify your disputed amount of €140? Is this the value of your winnings or deposits?

Has the casino refunded your deposit as mentioned in one of their messages?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I played in litecoin it's $ 140 winnings they refused to pay me I waited 4 days for documents first I sent a passport and proof of address, then they asked for selfies so I sent that too then they asked in front of the street name sign and I sent. and in the end they shut down my account ... call them to at least tell you why the bill was shut down.

Igrao sam u litecoinu to je 140$ dobitak koji su odbili da mi isplate cekala sam 4 dana za dokumenta prvo sam poslala pasos i dokaz o adresi,zatim su trazili selfi pa sam i to poslala zatim su trazili ispred znaka sa imenom ulice i to sam poslala.i na kraju su mi ugasili racun...pozovite ih da vam barem kazu zbog cega je ugasen racun.

Thank you for your reply, Janna1997. Have you accumulated your winnings with or without an active bonus? Could you please confirm that you have always provided documents of sufficient quality?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

I sent you an email, I don't have a screenshot with their agents because I thought it wasn't necessary, everything was fine, and in 3 days I sent 6 pictures with my documents ... but I really don't know why it was a problem. .

Poslao sam vam meijl,nemam snimak ekrana sa njihovim agentima jer sam smatrao da nije potreban sve je bilo u redu,i za 3 dana sam polsala 6 slika sa mojim dokumentima...ali stvarno ne znam zbog cega je bio problem nije bio akumuliran dobitak.

Thank you very much Janna1997 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok thank you, when can I expect an answer?

Ok hvala vam,kada mogu ocekivati odgovor?

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Hello Janna1997.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino. I am convinced that the casino team will reply very soon.

Hi Jozef and CasinoGuru,

I'll send all the details regarding this case via email instead of positing it here, I hope that's ok.

Olle

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Dear Janna1997.

After an examination of the info provided by the casino team, I have decided to reject your case. It is clear that the documents you provided are fake.

You have every right not to agree with our decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru