BitStarz Casino - Aufgrund übermäßiger Überprüfungen kommt es beim Spieler zu Verzögerungen bei der Auszahlung.

Hello,

I won the casino's welcome bonus. Then I wanted to cash out. I uploaded my ID card, front and back, and a selfie with it. I also uploaded several bank statements, but apparently they weren't enough, and they wanted other bills as well. Then they wanted photos of me, my face, and my street sign, which I also did. Now they want me to take a selfie of the street sign! This is absolute harassment! I'm not going to run back and forth for the casino if my identity has been clearly verified!

Hallo,

ich habe bei dem Casino beim Willkommensbonus gewonnen. Dann wollte ich auszahlen dann habe ich meinen personalausweis vorder- und Rückseite hochgeladen ein selfie mit meinem personalausweis hochgeladen. Zudem habe ich mehrere kontoauszüge hochgeladen, diese reichten anscheinend nicht aus und sie wollten noch andere Rechnungen, dann wollten sie Fotos haben von mir meinem Gesicht und dem und meinem Straßenschild , was ich ebenfalls tat und dann soll ich jetzt ein selfie von dem Straßenachild machen!? Das ist absolute Schikane! Ich renn für das Casino ja nicht hin und her, wenn meine Person eindeutig verifiziert wurde!

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, could you please clarify the following:

• Have all the identity documents you have sent to the casino so far been successfully approved and verified?
• Is the selfie with your street sign the last document the casino has requested for verification, or have they asked for any additional documents?
• Have you used any VPN or IP-masking software to hide or alter your real location while accessing the casino website?
• Did you accumulate your winnings with or without a bonus?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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Hello Veronika, I have provided numerous documents. I never used a VPN. The winnings were achieved with a bonus, the welcome bonus.

I did provide the photo that was requested. I took four different photos of myself and the street sign. My identity is verified, and since they were talking about a photo of me, not a selfie, I don't see the point in taking a selfie of myself and a street sign. That's embarrassing, especially since I've already provided photos, which was already awkward enough. As I said, my identity is sufficiently verified. Thank you very much.

Hallo Veronika, ich habe zich Dokumente bereitgestellt. Vpn habe ich nie benutzt. Die Gewinne wurden mit einem Bonus erzielt, dem Willkommensbonus.

Das Foto das gefordert wurde habe ich ja auch erbracht ich habe 4 verschiedene Fotos von mir und dem Straßenschild aufgenommen. Meine Person ist verifiziert und da die Rede von einem Foto von mir war, und eben kein Selfie, sehe ich es nicht ein Selfie von mir und einem Strassenschild zu machen, das ist peinlich zumal ich ja bereits Fotos erbracht habe, war schon unangenehm genug. Wie gesagt meine Person ist genügend verifiziert. Vielen Dank

I completely understand your frustration regarding the casino’s request to take a selfie with your street sign. I would feel just as uncomfortable, as it’s not something most people would expect to be asked to do—and it can certainly draw a few odd looks from passersby.

That said, casinos sometimes resort to unusual verification steps when they need to confirm that a player truly resides at the address listed in their profile. While this request may feel intrusive, fulfilling it might be enough to clear up any doubts and prevent further similar verifications in the future.

If possible, please forward all communication between you and the casino regarding this additional verification to veronika.f@casino.guru. It would help us better understand the situation and determine how we might assist you further.

Dear michi0909x16,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.