BitStarz Casino - Os ganhos do jogador foram cancelados.

The platform has been sending me promotions and such by email. I decided to open an account and deposit 50.00 to play, I was playing.. and I didn't know about the verification... it's ok.. when I decided to request a withdrawal, they asked to verify the bill. I sent my documents correctly, proof of deposit.. when it arrived at the proof of residence, they didn't accept it, I talked to him and said I didn't have a water bill in my name and such, they asked for a phone bill, or something like that when I sent it, they said that it looked like I had printed it out. Which in fact, there was even a product arriving at my house, with invoice and everything my name CPF address. lately I live in a casino, I have two children, it's my income, and that 50.00 ends up missing me.

A plataforma tem me mandado em email promoções e tal.eu resolvi abri uma conta e depositar 50,00 pra jogar,fui jogando..e não sabia da verificação...tudo bem..quando resolvi solicitar um saque,eles pediram para verificar a conta.mandei meus documentos certinho,comprovante do depósito..quando chegou no comprovante de residência,eles nao aceitaram,eu conversei disse que nao tinha conta de água no meu nome e tal,eles pediram conta de telefone,ou algo do tipo quando mandava,eles falavam q parecia que eu tinha imprimido.o que n e verdade,tinha até chegando um produto na minha casa,com nota fiscal e tudo meu nome CPF endereco.e n aceitaram,estou chateada,pq nem são 490,00 garrado! ultimamente eu vivo de cassino tenhos dois filhos, é a minha renda,e esses 50,00 acaba me fazendo até falta.

Dear ericctalitha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I deposited 50.00 and they gave me 50 more in case of bonus.total of 100.

The verification, they deactivated my account, because they said that the proof of address were edited. I had already made 400 something there.

Eu depositei 50,00 e eles me deram mais 50 no caso de bonus.total de 100.

A verificação,ele desativaram minha conta,pois disseram que o comprovantes de endereço eram editados.ja tinha feito 400 e pouco lá.

Could you please forward the Proof of Address that you have provided to the casino to petronela.k@casino.guru? Thank you in advance.

Dear ericctalitha,

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.