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Bitstarz - Casino hold withdrawal, close account even when I sent all documents


Found for the Casino - Bitstarz Casino have provided sufficient evidence to establish that this player's account has breached terms of use in a non-redeemable fashion.

Read our Bitstarz Casino Review.

Player's Complaint

Good evenings, I have problems with Bitstarz. I've been playing with them for around a month, always loosing, as usual. But yesterday I hit a winning, not too much (EUR 220 in total), but hey, it's my money. After requesting cashout they congrats me and ask to verify my id. I have to add that I always used crypto to deposit and play. I tried to deposit with my virtual cards (safer and easier nowadays) from my banks, but transactions get declined one after other. So, I never deposited using those cards. I have to say, also, that those cards extended by my bank are temporal (they last only few hours and then get destroyed). Ok, so, I tried to deposit using my virtual cards, never gets an approved, so I forget about it, and cards get destroyed as I told you. Two weeks later, when I hit that win, and after paying my money, they decided to ask also photos of that cards. Why? Why the cards if I didn't deposited with the cards? There's no risk for Casino, there's no need to ask for that because it's a deposit method I didn't used. Anyway, if they think they'll have to ask for those pics, they could asked right after the deposit try, because now, 2 weeks ago they magical decide they need it. I answer their emails, sent photo of my ID, selfie with ID, utility bill, and I send photos of my credit cards (physical ones, which I never used to try to deposit because I use virtual ones). They reject the photos of cards and ask photos of the used cards. I told and explain them about this situation, I also sent an screenshot of the bank app with my name on it and screenshot of the cards I used (not the same ones because as I said they were destroyed/deleted by the bank). And there we are, they are not responding my further emails.I need to have a response and solve this. I know it's not much money but it is for me. I told them u don't want to use card deposit in future, I just tried but later I called the bank and they told me that it's because is a Casino. So, in conclusion, I need a response and I want my money back. I didn't break any rule. I tried to deposit with my virtual cards, deposits gets declined, so no money gets into casino account nor get out of my bank account. So, there's no past, actual nor future possible damage. Secondly, if they thinks it's so important, why didn't they asked for the photos right after the deposits get declined? That's why I'm angry and assolated. Please I need help. Thanks.

P.S: I have the emails sent with casino if you need me to forward.

Read the casino review

2 Responses

User icon
April 11, 2020

Hi frutipack - welcome to!

I'll contact the operator and see what we can find out for you.



User icon
April 21, 2020

Bitstarz Casino have provided sufficient evidence to establish that this player's account has breached terms of use in a non-redeemable fashion. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.


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frutipack consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bitstarz
  • Curacao eGaming
  • Direx N.V.

April 11, 2020

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