BitStarz Casino - Аккаунт игрока заблокирован из-за неполной проверки KYC.

Hello. My account was blocked and my winnings confiscated. I wanted verifi at the casino. Cooperated in good faith and provided documents. In the last letter, the casino indicated that my account was blocked because I did not provide documents within 24 hours. According to the rules of the casino, the period of submission of the document is not limited. This is an essential condition for any player, so for its application it must be reflected in the rules. I have a feeling I'm being misled. I asked the casino to specify a rule stating that I am required to provide the requested photo or document within 24 hours.

They replied that there was no such rule. But they insist on their rightness. This is real fraud and deception. In addition, 24 hours is not a reasonable period, so the claim is invalid.

If there is no such rule, then the blocking decision is not legally valid and casinos are required to return my winnings in the amount of $175. Thank you in advance.

Dear Oriver,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? After how many days, since you’ve started KYC verification, your account got blocked?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello. My check started on March 25th. I received a blocking letter on September 9th. I want to draw your attention to the fact that the casino made more than 10 requests. They requested: documents confirming the identity, address, several selfies, bank statements, Skype verification, photos of a bank card etc.

Thank you very much, Oriver, for forwarding all the relevant communication. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly. We always recommend player to contact the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay any withdrawal. However, if you don’t provide all the required documents within reasonable time, and almost 7 months is seriously extended period, casino has right to refuse a withdrawal.

Could you please advise if you have deposited any funds into your account or your winnings were accumulated from a free bonus? Thank you in advance.

I want to specify that I provided documents quickly. Casino dragged out process. They made many requests of documents and other confirmations. 7 months are a total period of check. I am indignant of the number of requests from casino. Long check is a fault of casino. I shouldn't be denied withdrawal because of the casino.

I replenished a $100 deposit at the casino.

Thank you very much, Oriver, for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Oriver,

I looked at your complaint and will do my best to help you. Now I will try to contact the casino and let them know about your complaint. Please track your e-mails in case there will be update on your case.

I would like to invite BitStarz Casino into this conversation. Can you give us some explanation of whole situation and why was the player's account blocked?

Best regards,

Juli

Hi guys,

Just wanted to confirm that we're aware of the complaint 🙂 but I need some time to look into the specifics of it.

So bear with me and I'll present our side of the story and what the reason was shortly.

Olle

Hi guys,

So, it was our Anti Fraud team that locked the account, with that said, I don't think that their arguments fully hold water in this particular case.

We asked the player to submit a selfie with the player blinking on one eye. The reason for this is because unfortunately it's quite common in Ukraine/Russia for people to sell their documents or lend their documents to bonus abusers so we asked for this selfie. As it was not received (and still hasn't been received as it was asked for back in April) they closed the account down.

If the player can provide such selfie with a paper with today's date, I'm satisfied and will be happy to pay out the full winnings of the player.

Olle

Hello Olle,

Thank you for joining and explaining your side on this case. 

We would like to ask the player for his statement. Could you please send the required information to the casino? Thank you in advance.

Hello, the words of casino employees are not true. I sent a few photos to the casino and answered every request. I received 3 selfie requests in March. I sent various selfies on March 25, 26 and 27. In April, I received a request for my Skrill account statement. I didn't get a selfie request in April. You can see it in our correspondence with the casino, I sent it to you.

I received a new selfie request only on September 7th. Casino employees asked for a closed-eye photo. I believe that this is outrageous, so I filed a complaint. I didn't want to provide that photo. It humiliates my honor and human dignity. Now the casino is forcing me to do it. I'm sending a closed-eye selfie to the casino and I'm putting petronela.k@casino.guru in a copy of this letter. I hope that casino employees will be glad that their players feel disappointed

Hi there,

We're all different and have our own personal preferences and interpretations of things.

Now, if we asked you to do something ridiculous and irrelevant, I'd agree with you. But I've given a very simple task, which is sending a selfie with you blinking with one eye with a piece of paper with today's date. The fact that you're not willing to supply that makes this rather suspicious as far as I'm concerned.

Sending such as selfie in I don't think would be in the category of humiliation and a violation of someone's dignity. I think I've been quite accommodating here. I've given you a chance for full payout of your winnings (which you're very keen on getting still after these months) for simply sending this in, and I find it odd that you wouldn't want to supply that.

Olle

3 days ago, I sent a closed-eye selfie to the casino, though I don't like it. Casino checked my photo? I am waiting for an answer from the casino about the completion of verification.

I've asked the Russian department to have a look at it

I received the money from casino , thanks, you solved my problem

Dear Oriver

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.

Best regards,

Juli