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Good afternoon, I am writing to request your help with the betting site bitstarz.com, my winnings have been withheld due to kyc verification. The problem was that I already had my account verified, receiving crypto deposits and withdrawals without problems, but it occurred to me to change They asked me for proof of my deposit method and using my card. I already sent it and that if I have approved it, what they are rejecting is my identification because according to them I put my date of birth wrong when registering, March 6, 1998 and it is March 5, 1998, when I remember that I had entered it correctly, they were the ones who modified it to have an excuse for not reimbursing my earnings

Buenas tardes, les escribo solicitando de su ayuda con el sitio de apuestas bitstarz.com me tiene reteñida mis ganancias por la verificación de kyc el problema fue que ya tenía mi cuenta verificada recibiendo depósitos en crypto y retiros sin problemas, pero se me ocurrió cambiar mi método de deposita y usar mi tarjeta me pidieron evidencia de ello ya lo envié y eso si lo tengo aprobado, lo que me están rechazando es mi identificación porque según ellos puse mal mi fecha de nacimiento al registrarme, 06 de marzo de 1998 y es 05 de marzo de 1998, cuando yo recuerdo que la había puesto correctamente fueron ellos quienes modificaron para tener excusa para no reintegrarme mis ganancias

Dear irvinrmz05,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting play. However, I understand that you didn’t do it intentionally. Is it correct that you received winnings from this casino in the past through a different payment method without undergoing verification?

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

Thank you in advance for your reply.

Best regards,

Petronela 

Dear irvinrmz05,

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 cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.