BitStarz Casino - A conta do jogador foi encerrada.

I had account with Bitstarz then they ask for verification. I had sent my id Which was verified, sent selfie verified, sent bill verified then they ask for a selfie with a signboard which they rejected and closed my account. I had asked them to send new photo or any kind od photo they ask but theu simply closed my account and retained my deposit fully. Kindly help me.

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Dear rahman2,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us better understand the situation, could you please clarify the following:

• Did you have any pending withdrawals in your casino account when the verification issue occurred?
• Was the selfie the only KYC document the casino had difficulty approving, or were there issues with any of your other verification documents as well?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Karla M.

I had requested withdraw which they declined. About 3000 usdt.

They asked me to send my id card.

Sent and verified

They asked me to send selfie with id card.

Sent amd verified

They asked me to send utility bill

Sent and verified.

Then they asked me to go to a place and send photo with a signboard which I had sent but they rejected and closed the account.

I asked them to provide any document they ask but they simply closed the account and didn’t even return my deposit. I am still ready to provide them any document they need. Kindly help me.

Dear rahman2,

Thank you very much for your clarification.

I would like to clarify two additional points:

• Could you please confirm how much of the approximately 3,000 USDT consisted of your original deposited funds and how much represented winnings?
• Did the casino provide you with any specific reason why the photo with the signboard was rejected or why they decided to permanently close your account instead of allowing you to repeat the verification?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have forgot the exact amount. I had deposit money of probably 3000 usdt and winnings another 500 approximately.

They said it's edited photo and didn’t even send me chance to send new selfie as per their ask. I can send new selfie if I am allowed to send. I am ready to send any document they ask me for verification but they simply are scamming me by closing account.

Dear rahman2,

Thank you for your reply.

Could you please share with me the documents and photos that you submitted to the casino during the KYC verification process, including the photo with the signboard that the casino claimed was edited?

We would like to review the submitted documents to better understand the situation before proceeding further with your complaint.

You can send them to my email address at karla.m@casino.guru. Please include a reference to this complaint in your email so I can easily identify it.

Thank you very much for your cooperation.

Karla M.

Dear rahman2,

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

We’ve reopened this complaint at the request of rahman2. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear rahman2,

Thank you for your reply.

Could you please share with me the documents and photos that you submitted to the casino during the KYC verification process, including the photo with the signboard that the casino claimed was edited?

We would like to review the submitted documents to better understand the situation before proceeding further with your complaint.

You can send them to my email address at karla.m@casino.guru. Please include a reference to this complaint in your email so I can easily identify it.

Thank you very much for your cooperation.

Karla M.

Dear rahman2,

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.