888Starz Casino - 本人確認の問題により、プレーヤーの退会が遅れています。

I have 895$ in my balance there, half of it is my deposit and other half winnings that I made over a month. When I tried to withdraw it they request photo of ID which i instantly provided them, then they asked for photo selfie with ID and device with mailing in my hands. After I sent them they did not like it and asked me to resend. I did that 4 times in total, and after last photo I got asked to provide "orginal ID" which i did again 2 times, and now they ignore my mails.

Every provided photo had everything cleary visible and was easy to identyfi myself, they do it on purpose to do not let me withdraw my balance as you can see it's their common practice

Dear adr1n4n,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly did you send the last one of your documents? When have you requested the withdrawal of your funds?

Could you please send me emails and chat transcripts of the casino's interaction with you regarding the issue? My email is tomas@casino.guru

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,

Tomas

Hello, withdrawal was requested 8 days ago in same day I started verification. I forwarded email transcript to your adress, with selfie and front side of my ID so you can see everything is cleary visible and they should be able to veryfi myself and they reject it on purpose to hold my funds

I understand your frustration.

Do I understand correctly the photos you attached in your email were the last documents you submitted to the casino for verification?

I forwared to you only front side of my ID, from 1st upload, selfie, and last one, the backside of ID contains sensitive data, and also I reached gmail attachment when trying to foward them all.

I also asked them before if they will accept Notarization of the ID document, which is proof that my ID is orginal and real but they replied.

"Dear customer, all consulting on the matter of your request was provided earlier in this mail thread."

I attached screnshot where I resend photos again and now they just reply that they did not receive my files, however they were sucessfully attached.

Thank you very much, adr1n4n, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, adr1n4n!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear adr1n4n,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, at the moment, the security service expects you to take a photo of your document in the correct form. Please provide photos that meet the conditions of the security department in order for your verification to be completed and you can withdraw funds.

Please, be patient, cooperate fully with casino, and follow security department's instructions to succsessfully pass verification.

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,

888STARZ Manager

adr1n4n, please, submit the photo as requested by the casino and keep in touch about how the verification process is going. If you will have any troubles with submitting it that do not depend on you, or if your documents will keep getting rejected without a reason, let us know here and we will try to find a solution.

Dear adr1n4n,

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.