BitStarz Casino - Spillerens tilbagetrækning er forsinket på grund af for mange anmodninger om dokumentation.

Hi there, I am having issues withdrawing from my account. Back in October 2024, i had won money and the casino asked me to upload 2 extra documents to be up to date with my new card and i have email proof of this. I did so without any issues and my account was verified again and i was able to receive my winnings. Fast forward to now, i have again won money and the casino is requesting MORE documents from various other cards. I am frustrated because i have proof i have only deposited using 3 cards over the last 6 months and they are all of a sudden wanting documents from cards i haven't used in months. Some of these cards aren't even active anymore but they now want letters from the bank confirming they are not active. They are claiming they sent me an email asking for these 'new' documents but never have. I feel like they are trying to stuff me around in hopes i just spend the money. I am ok with verifying the 3 cards i have used in the last 6 months but i feel like its very unreasonable to ask for other cards that haven't been used in months. If this was such an issue, why did they only request proof of only one card when i tried withdrawing months ago and not all the other cards?

Dear Pinky500,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing.

To better understand your situation and assist you effectively, could you please provide the following details:

• What specific documents is the casino requesting from you now, and how many cards have you been asked to verify?
• Have you previously submitted the verification documents for any of these cards?

Please note that a casino is entitled to request proof of ownership for all payment methods you’ve ever used to deposit or withdraw funds. If the cards in question are no longer valid, we recommend contacting your bank for confirmation that you previously owned these cards.

I hope we can assist you in resolving this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Dear Pinky500,

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.