Bitsler Casino - Spillerens tilbagetrækning er forsinket på grund af dokumentproblemer.

Hello

i send request for withdraw

and they ask additional documents

i send more 20+ different document s and the auto system not accept

i send few documents photo and scanned etc -

i send electricity - scan + foto - rejected

SCAN - is very good resolution and focused without any problem

i send and water bill - too + scan + foto - same rejected

send and home tax -scan + foto - rejected

send bank statement - scan + foto - rejected

send Security tax - scan + foto - rejected too

i send to they support for manual accept but rejected and tell em not possible

Dear ivs13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Was any of the provided documents approved?
• Did the casino specify what could be wrong with your documents, or what you should do to get them approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your reply, ivs13. You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

i send - pls check

Thank you very much, ivs13, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi ivs13,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bitsler Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information about the case? Please, specify why the player's documents were rejected. Were they uploaded in bad quality or the wrong format? What types of documents are exactly required at the moment?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

I am Frank from the Compliance and Fraud department at Bitsler.com.

The player was requested to complete the KYC process on May 21, 2024, at 20:22:56. Since then, the player has not yet submitted a valid proof of residence. Our third-party provider has rejected the documents submitted so far as not legitimate. We are still awaiting the player to provide the proper documentation. The last submission was on June 11, 2024, at 14:49.

Thank you for your cooperation. We look forward to receiving the required documents as promptly as possible.

Best regards,

Frank

Compliance and Fraud Department

Bitsler.com

Thank you for the response, Bitsler Casino. Have you provided the player with the reasons for rejecting the documents? Were they uploaded in bad quality or in the wrong format?

Dear ivs13, would you mind sending me the documents you uploaded to the casino for proof of address? We'd like to conduct an internal evaluation of your documents to check if they are of good quality and meet the standard requirements. You can send them to my email at natalia.b@casino.guru. Thank you.

We have informed the player that Bitsler.com utilizes a third-party provider for all documentation processes. The player has not completed the required steps and abandoned the process (the last attempt was on October 30th at 02:14).

Please note that we do not accept scanned documents, documents under another person's name, or altered documents.

In accordance with our regulations, we accept the following documents as proof of address, provided they display your name, address, and are issued within the last three months:

*Bank statements (must display your name, address, and bank information)

*Broker extracts (must include information from the broker and the company logo, as well as your full name and address)

*Credit card statements from reputable institutions

*Utility bills (electricity, gas, water, internet, landline, waste management, etc.)

*Mortgage statements

*Property tax returns

We hope this clarifies our requirements and satisfies all parties involved.

Best regards,

Frank

Compliance and Fraud Manager

Bitsler.com

Thank you for the clarification, Bitsler Casino.

Dear ivs13, as mentioned earlier today, I would appreciate it if you could send the documentation you uploaded for verification to my email address (natalia.b@casino.guru). Thank you.

Send

pls check

Dear Bitsler Casino, can you please specify if the documents can be photographed or if you only accept PDFs?

i send both

photographed and PDF

all rejected

Dear ivs13,

I reviewed the documents you shared via email (the photographed ones you uploaded to the cloud), and I noticed that the quality is not very good. The text is hardly readable when I zoom in. This could be the reason for rejecting these particular photographs. Do you have PDF versions of all the documents that you photographed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

i uploaded with pdf too - but not accept again

Dear Bitsler Casino,

I will extend the timer for another week. Could you please clarify the exact reason for rejecting the player's documents? Were they in the wrong format, or did you notice any alterations? Do you receive any reports with detailed explanations from your third-party provider that processes verifications?

Dear ivs13,

Could you please send me the same PDFs that you uploaded recently to natalia.b@casino.guru?

Thank you.

send to email

Dear ivs13, as you can see the casino has stopped replying to our messages. I’m afraid there is not much that can be achieved without cooperation from its side therefore I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact). Unfortunately, the regulator officially states that it won't mediate disputes between players and operators, but it is still worth sending them a message.

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

Hello, everyone. We’ve reopened this complaint at the request of Bitsler Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have received the following email from the casino:

Dear CasinoGuru,

The player's last submission to our third-party provider was on 18/12/2024 at 16:00. Unfortunately, Veriff did not approve the submission.

In accordance with laws and regulations, we request that the player upload one of the following forms of documents as proof of address (issued within the last 3 months and displaying your name and address):

Bank statements (must display your name, address, and bank information)

Broker extracts (must include information from the broker and the company logo, as well as your full name and address)

Credit card statements from reputable institutions

Utility bills such as electricity, gas, water, internet, landline, waste management, etc.

Mortgage statements

Property tax returns

Sincerely,

Frank

Compliance and Fraud Manager

Bitsler.com

Dear Bitsler Casino, please specify, why the documents were not accepted. Were they in the wrong format or are there any other issues?

The player abandoned the process three times: on 30 Oct 2024 at 02:14:37, and twice on 25 Dec 2024 at 11:00:09 and 11:04:04. The documents submitted did not meet our third-party provider's standards and were rejected on 18 Dec 2024 at 11:03:45.

We can accept the following documents as proof of address (with your name, address, and issued within the last 3 months):

Bank statements (must display your name, address, and bank information)

Broker extracts (must include information from the broker and the company logo, as well as your full name and address)

Credit card statements from reputable institutions

Utility bills such as electricity, gas, water, internet, landline, waste management, etc.

Mortgage statements

Property tax returns

The player can upload these documents on our site and contact us via live support for assistance.

Thank you.

Under our regulations we cannot accept any Neobank's as proof of residence. We can accept the following documents as proof of address (with your name, address and issued less than 3 months ago)

- Bank statements (must display your name, address and bank information)

- Broker extracts (must have information from the broker and the company logo, as well as showing your full name and address)

- Credit card statements from reputable institutions

- Utility bills such as electricity, gas, water, internet, landline, waste management, etc.

- Mortgage statements

- Property tax returns

Please upload it securely on our website. Thank you

i uploaded - Proof of Address

Your proof of address is pending 3rd party approval.

now waiting

Rejected again

Please contact our live customer support.

i contacted few time

they tell me - not possible help me

Dear Bitsler Casino, we ask you to provide all the necessary information here, as you are the official casino representative in this complaint thread. Please explain why the player’s documents were not accepted, as this will help the player provide you with the correct ones. Were the documents uploaded in the wrong format or of poor quality? Was any information missing? I believe you should have received an explanation or a report with the reasons from your third-party verification provider.

Thank you.

Answer from our third party provider: Unable to collect proof of address data

We ask that the player send in a non-Cyrillic ( english ) format to our support. Thank you

Support is awaiting your reply.

We are looking to help you out if you could just contact our live support. Thank you

Dear ivs13, have you managed to contact the casino support and receive any updates?

Dear Bitsler Casino, once again I kindly request you to post all the information to this thread too as you conduct as an official casino representative. Please, explain why the support confirmed at the beginning of the verification process that the original language was not an issue and why it is now. Do you have an opportunity do review the documents separately from your third-party provider?

We are still awaiting the player to contact our live support.

Hello again ivanski13👋

Just to let you know that Frank from the compliance will handle it by tomorrow, more information will be available on Casinoguru.

Dear Casinoguru,

The player has successfully submitted his documentation, which has been approved. We hope this matter can be resolved swiftly.

Thank you,

Frank

Compliance and Fraud Manager

I'm delighted to hear these positive updates from you, Bitsler Casino.

Dear ivs13, can you please confirm your account status is now shown to you as verified? Do you have any pending withdrawal requests?

Hello

Thanks a lot for Support

Now my account is verified and i withdraw my money

Thanks again. You are the best.

Dear ivs13,

I'm glad to hear that your long-term verification issue has been resolved and you finally received your withdrawal. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia