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After requesting a withdrawal of approximately €16,000, my account entered an extended verification process involving additional requests including a street-sign verification photo.

During this period, support would not clearly confirm whether the withdrawal would be approved after verification. Despite the unresolved withdrawal and KYC review, my account remained fully active for gambling.

I believe the prolonged and unclear handling of the verification process while continued gambling access remained available created an unfair situation. I am requesting a review of the account handling, verification timeline, and withdrawal process.

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.

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Dear Caolan,

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

I understand where your coming from but after opening the account and making some money, withdrawals were processed (around 10,000€) and then I won an additional 16,000€ and that’s when more kyc triggered where I had to take photos in front of my street sign and they said they would email when it was done but no email was sent and when I asked when I send these documents , will I receive my funds they didn’t want to answer the question and gave bland explanations.

Dear Caolan,

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.

No the withdrawal was never received as when I sent over the documents of me standing in front of my street sign , they then replies it had to be in the daylight not darkness I can link the photos clearly showing the street sign in perfect view and as the time went , I went on to lose the money so I believe I have a case that they , prolonged the Kyc to make sure I could not get the money knowing I would lose the funds which is unfair.

Dear Caolan, 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

Dear Karla,

Thank you for getting back to me. I am happy to answer your questions:

1. Have you made any successful withdrawals before?

Yes I had made previous withdrawals up to the amount of 10-15k

2. Have you passed KYC verification?

Yes I had passed standard KYC ( passport, address, proof of funds)with documents I had to send over and then they asked for further verification which was the street sign pictures to then KYC documents were rejected by BitStarz after a 48-hour delay, during which time I lost my winnings. The rejection reason given was that my photos were taken at night rather than daylight, despite the images being clear.

3. Did you accumulate winnings with or without an active?

Without is was all completely my own money I used.

4. Did you play casino games or bet on sports?

Casino games.

5. Communication with the casino:

I am sending you my live chat transcripts to karla.m@casino.guru which clearly show the timeline of events — my win, the KYC request, the 48-hour delay during which I was still able to play, and the subsequent rejection of my documents.

I appreciate your help with this matter.

Kind regards,

Caolan

Dear Caolan,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., (martin.l@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Okay thank you for your time and patience I look forward to hearing from Martin and hopefully we can get this matter resolved.

Hello Caolan,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Would you be willing to send the selfie to my official e-mail address martin.l@casino.guru, so we can determine whether we consider it sufficient for verification? Additionally, could you please clarify how much money is currently available on your account? At this point I am sadly unsure whether we will be able to request any of your lost funds back, as it seems like you have played through them on your own and you weren't self-excluded.

I would also like to invite the BitStarz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What is the status of the rejected selfie with the street sign? Do you believe it should be retaken? Are there any specific issues with any other documents Caolan provided? Alternatively, can you give us some guidance on how to proceed?

Dear Martin,

Thank you for your response. I will send the requested selfie to your email address shortly.

I would also like to clarify that I had already completed the casino’s standard KYC process before this issue arose. The additional verification requirements were only requested after I won a significant amount and attempted to withdraw.

While I understand that enhanced verification checks may sometimes be necessary, I am concerned that the withdrawal process was effectively halted while these additional checks were ongoing. The funds in question originated from my winnings, which I intended to withdraw.

Had the withdrawal been processed, or had the verification matter been resolved in a timely manner, those funds would not have remained available for gambling. Instead, they remained in my account during the prolonged verification process and were subsequently lost.

For that reason, I believe the circumstances surrounding the delayed withdrawal and additional verification requirements should be taken into consideration when assessing whether any recovery of the disputed funds is appropriate.

I would appreciate the casino’s explanation regarding why the additional verification was only requested after my withdrawal request and whether there are any outstanding issues with the documents I have already provided.

Kind regards,

Caolan

Hi there,

As far as I can see here the player played back all funds during the KYC process, so I'm not sure how to proceed here?

Dear casino representative,

thank you for the clarification of the issue, we have also communicated with the player in the meantime. At this stage, no further clarification is needed from the casino.

Dear Caolan,

Thank you for your updates and for cooperating throughout the process.

I fully understand your frustration with the verification delays, but we unfortunately have to note, that these are quite usual in the online gambling space. Especially given the amount involved in your case.

As there are no funds remaining in the account and no active unpaid withdrawal request is in progress, there is unfortunately nothing further we can realistically pursue with the casino at this stage. Since the balance was ultimately played through, we are not in a position to request recovery of the lost funds.

For this reason, I will now have to close this complaint.

If you experience any new issues in the future or have another case you would like us to take a look at, please feel free to submit a new complaint. We will be happy to assist.

Kind regards,

Martin