888Starz Casino - O levantamento dos prémios dos jogadores está atrasado.

I have been a verified customer on 888starz.com since early 2026. I made deposits totaling approximately $1,000 and accumulated a balance of KES 171,317. When I requested a withdrawal, I was directed to their security team at security@888starz.bet for KYC verification.

I fully cooperated and submitted all standard KYC documents including:

• Selfie holding my National ID
• Official Co-operative Bank Statement
• KRA PIN Certificate issued by Kenya Revenue Authority

After submitting these documents, I received confirmation that my request had been sent to the specialists for processing. However instead of processing my withdrawal, the security team then began requesting additional unusual documents one by one:

• Driving license
• International passport
• Birth certificate
• A selfie holding a handwritten code UHD_#445 on a piece of paper

None of these are standard KYC requirements for any legitimate betting platform worldwide. I do not possess a driving license, international passport or birth certificate.

I have consulted their live chat support twice and they confirmed they have no access to the email thread and cannot explain these requests.

My withdrawal case reference number is #9226792. I am requesting Casino Guru's assistance in recovering my withdrawal of KES 171,317.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alihat,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Alihat,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for following up.

Unfortunately, my withdrawal has still not been processed after four weeks now even after extensive cooperation with the casino’s verification requests, including submission of standard KYC documents and additional verification materials, the casino security team has now stopped providing meaningful clarification regarding my withdrawal status.

Their latest response stated only:

"all consulting on the matter of your request was provided earlier in this mail thread"

However:

my withdrawal is still unresolved,

no clear explanation has been given regarding why the previously submitted verification documents are insufficient,

and no final verification completion condition has been communicated.

At this point, the verification process appears indefinite and non-transparent despite my full cooperation.

I respectfully request Casino Guru’s direct intervention regarding the unresolved withdrawal of KES 171,317.

Thank you.

Dear Alihat, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello!

We would like to inform you that your verification has been successfully completed and your withdrawal request can now be processed without any issues.

Thank you for your cooperation and patience throughout the verification process.

Dear Alihat,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru