Bogus Complaint Bitstarz account verification problems

[C13]

I created an account on bitstarz and I made two deposits and was keep playing. Won a little bit and wanted to withdraw, then I got an email to fill my profile info. As I did not know and was not informed at that time that I'm going to have to upload documents, I put random name in profile info, although I put correct country which is Canada. I did not know the name would matter at all. Then I got a request to upload documents, ID and proof of address. So I wanted to change the profile info to correct one, but was unable to, as the option was greyed out. I contacted the support on there and explained the person what happend and that I would like to change the profile info to correct one since I have to upload documents. The person said it's not a problem and that after providing documents they will change the profile info manually, and that he will add the note for the team about this. So the next day when I had a moment and found documents needed for proof of address I took pictures of my drivers licencse front and back, and a picture of my bank statment showing my name and my address which matches the one on my drivers license. 20 minutes later I got an email saying they want me to upload a picture holding my ID next to my face. So another 20 minutes later I uploaded the requested picture. I contacted support again and asked how long will this take, and was informed that it can take up to 12 hours. So when a few hours passed I contacted the support again and was assured it will be done within 12-14 hours from uploading documents and I should keep waiting. So I waited another few hours. Then contected them again after 16 hours and was informed that they cannot review my documents until they review my account because I put different info on my profile. I told them I already talked to one of their people about this and was assured it was not a problem, but my little speech was kind of ignored. Then when I asked how long will that take I did not get straight answer at all. So right now I'm stuck with coins on the casino and it feels like they are just waiting for me to go back on it and lose it before they 'review' my account. I mean what do they even review? I uploaded all documents requested including a selfie with my ID and more then enough to proof my identitity. I kindly asked them before uploading documents to let me change the profile info so everything would be correct and was assured it will not be a problem. And right now it seems like it's the biggest problem EVER. The support is not helpful at all and each person tells me different things. However I feel like they are all just laughing at my face saying haha you sent us money and we don't care if you won..... So I guess I will be waiting forever. Or at least to the moment when I go back and lose the coins, then, probably, suddenly my account would be approved.
Is there anything I can do about this, as from my point of view this not fair-play on their side. I mean I paid real money to gamble and I am expectin real money when I happen to win. But it seems like they just accept deposits, but when it comes to withdrawal they have tons of excuses to not do it. Even after confirming my identity. Is that gambling? Because to me it feels like its a robbery.
Now I am wondering if my bank account is safe since I gave them all those pictures including my ID, my bank statment, and also a selfie holding my ID.

 

[maxd]

Hello,

Sorry to hear of your troubles. Since you are new here I'll invite you to contact the casino rep, @BitStarz , to assist you with your issue. They are an exceptionally responsive and helpful rep and I have no doubt they'll get to the bottom of your issue promptly.

Should that process prove unsatisfactory you're welcome to use our complimentary Player Arbitration (PAB) service. Here's a guide to getting started with that: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum

If you do proceed with the PAB please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply with the rules could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

PS. I've updated the thread title to better reflect the nature of the case at hand. Apologies for any inconvenience this may cause.

 

[BitStarz]

Hi guys,

Hope you're having a good morning so far.

Just to give some backstory here, the reason why it's taking a bit of time is because you already have an old account with us.

You had an account with BitStarz which you closed on the 6th of December. On that account you used your real name, "Tomasz". Then on the 14th you decided to open up a new account with BitStarz under the name "Conrad" but upon KYCing your account you provided an ID that confirms your details on your old account.

Opening up multiple accounts is against the rules of every casino I know of, so that would be the reason why the KYC has taken longer than necessary.

Olle

 

[C13]

Just to give some backstory here, the reason why it's taking a bit of time is because you already have an old account with us.

Well, I contacted the support team multiple times, and each time I heard something else, although none of them people never mentioned it's about having an old account.

The previous account, which was VIP by the way, was disabled by my own request. As far as I know, as long as I'm not using any bonuses, creating another account is not a problem. Because why would it be, right? I did not use any bonuses you offered, and I was playing only for my own money. Also, since the other -VIP- account was disabled then technically opening new account should not be considered as having multiple accounts.

You had an account with BitStarz which you closed on the 6th of December. On that account you used your real name, "Tomasz". Then on the 14th you decided to open up a new account with BitStarz under the name "Conrad" but upon KYCing your account you provided an ID that confirms your details on your old account.

As I explained above, I put random name because I did not think it matters (usually the country only matters) and I was not aware I will also need to upload documents. And right after you requested the documents I tried to change the incorrect info so everything would be on point before I send the documents, but I was unable to, and one of your support people told me its not gonna be a problem because you will correct the profile info manually after you recieve the requested documents.

Opening up multiple accounts is against the rules of every casino I know of, so that would be the reason why the KYC has taken longer than necessary.

Taken longer than necessary? So if I understand correctly, you already approved my account? Because I never got any email regarding this and you made it sound like it's done, so I'm kind of confused now.

On the other note, let's be honest here..... we both know I already spent a lot more money in your casino than what I recently won... VIP status speaks for itself. And I don't want to give up on your casino, I'm sure I'll be back. But that only happens if you play fair here with me. Because I played fair with you guys all way long, I followed all your rules, uploaded everything required as soon as was possible. And because of such small thing like profile info do you really want to do this to me? Seriously, I even tried my best to correct that mistake myself. And was assured it will not be a problem.... If I knew I will need to upload documents I would never put random name. I just did not think ahead. Obviously my mistake, but I am only a human and we tend to make mistakes. Even though I don't think it was a -game changer- mistake. It's just a small details that was already explained by me. And a little bit of understanding from your side would be greatly appreciated.

And by the way, I did similar thing on winz.io back in the days (also VIP now), I put incorrect profile info and then once I provided the documents they changed the profile info manually and approved the account without any problems. Exactly like one of your people promised me it would happen.

 

[BitStarz]

Hi there,

So, the verification team was probably waiting for someone to double check the documents and the details on your account.

Now, why did you open a new account rather than requesting for your old account to be opened? I mean, it's still regarded as creating multiple accounts though.

Also, entering the correct details matters. If it didn't matter, there wouldn't be a place to put in the details in the first place. I mean, with that logic, what would be the point of a KYC?

And no, your account hasn't been verified. Perhaps I should have phrased it as "taking longer than necessary". But fact still remains that you opened up a new account and entered fake details on it and I'm trying to understand why that is. As it's a breach of the terms in any casino you will play at.

Olle

 

[maxd]

And no, your account hasn't been verified. Perhaps I should have phrased it as "taking longer than necessary". But fact still remains that you opened up a new account and entered fake details on it and I'm trying to understand why that is. As it's a breach of the terms in any casino you will play at.

@C13 , just to be clear, Olle is 100% right about this. Frankly you'd be busted any pretty much every casino I know. Just sayin'.

- Max

 

[C13]

Now, why did you open a new account rather than requesting for your old account to be opened? I mean, it's still regarded as creating multiple accounts though.

I thought a disabled account is gone for good, as that would be definition of the word ''disabled'' meaning its removed. I was not aware I can just request to open that account again.
So if I thought ''disabled'' means ''removed'' I was not aware I am creating muliple account at that point.

As I mentioned before I didnt think ahead and after I realized I need to upload documents I wanted to correct the info right away. And your people told me it will be done by your team manually once I provide the documents. And so I did and now you are making such big problem because of this.

As I told one of your people, I used a random name because I didnt think it would matter since you never asked me about any documents at that point. I also put ''Toronto'' as the city, because as I also told you people I used to live in Toronto and that's just out of a habit.

I understand I should not used random name, but I did not mean no harm. I also did not make any problems providing every document you asked for. And as I repeat, your people told me it will be corrected manually by your team once they have documents.

I'm sure you can check the logs of all the chats I had with your support people.

I just can't believe you are making such big deal of this for the player who had VIP status. And that is achieved only if you deposit A LOT of money. It's not like I'm trying to scam you here for that withdrawal. I am 100% honest and I made a little mistake as I was rushing things and wanted to withdraw asap so I put random info. But when it came to documents, as you could probably see, everything is on point and I really don't see any reason why you doing this now

People learn from mistakes and for the next time I will be aware of the few thing I learned here today. But I really don't see the reason to punish me just because I put wrong name on the profile info. I really think that pictures of ID, bank statment and selfie with ID should be enough to confirm who I am.

 

[C13]

@C13 , just to be clear, Olle is 100% right about this. Frankly you'd be busted any pretty much every casino I know. Just sayin'.

As I said before

And by the way, I did similar thing on winz.io back in the days (also VIP now), I put incorrect profile info and then once I provided the documents they changed the profile info manually and approved the account without any problems. Exactly like one of your people promised me it would happen.

Of course, they could be making exact same problems as bitstarz making now, but they are defienetly fair play and they understand that people make mistake. And once I verified myself they havent seen any problem with manually changing the profile info. Which is obviously less important than approved verification.

Because right now, regarding bitstarz, my documents are (or would have been) approved, but the problem is with my profile info. Which looks like the profile info is more important than ID, proof of addrress, and selfie with an ID. Which does not make any sense at all.
Just an another excuse from my point of view and nothing else.

 

[maxd]

Sorry but you create a 2nd account with bogus info and you go straight to the fraudster list. Whether you can get yourself off that list or not is TBD. I totally empathize with Olle on this one. If they let you off the hook it will be a kindness that you should thank him for, not an expectation you're trying to force on him.

- Max

 

[C13]

I found this quote:

This is of course against the rules in any casino, but in all honesty I tend to only enforce these types of rules if the linked accounts have both taken the welcome bonuses or are systematically trying to claim as many offers as possible. I don't really see that here, so I don't think it's fair to confiscate the funds on those grounds.

So what changed, Olle? I did not use not even one bonus on the new account. Even tho I had 10 of those to activate. I was not trying to take advantage of your casino offers. I was simply playing slots with my own money. I could might as well lose it, and I wouldnt have any complaints. I got lucky and you are taking that luck away from me

I totally empathize with Olle on this one. If they let you off the hook it will be a kindness that you should thank him for, not an expectation you're trying to force on him.

I am not trying to force anything on anyone. I am speaking real facts, and how it looks. I spent about 1 bitcoin in this casino already. Was not aware that I can get back the disabled account. Put random name on the new one, but put correct country which should only matter in this case. That is before they requested the documents because that was a game-changer. Thats why I wanted to correct the info but they didnt let me. They also lied to me about the info going to be corrected manually after I provide the documents.

You will do what you do, Olle, but I just hope its going to be fair-play this time. Because such small details should not be as big problem as it is right now.

I'm more affraid that my casino balance is the mainreason why you don't want to let me off the hook.
As I repeat for such small detail. Which could be corrected by you people in 2 seconds.
I understand if there was something wrong with the ID or the bank statment or my selfie, then I wouldn't have any complains. But profile info? really? especially since it was only the name?

 

[BitStarz]

Hi guys,

I mean, you mentioned "I made a little mistake". For me, making a mistake is misspelling my name or entering a wrong number on my post code. But entering the name of "Conrad" when your name is Thomasz isn't really a mistake in my honest opinion, but rather deliberate (for whatever reason that may be).

I mean, you're from Mississauga and you live in Mississauga and you have Mississauga on your ID, so putting "Toronto" and mentioning it's just out of habit, you'll have to forgive me for not following that one. I know the cities are close and I used to live in Mississauga too, but still a separate place from the T-dot.

As it's Christmas I can refund your deposits made on this account as an exception. By that I mean all deposits (both BTC and DOGE).

Normally I wouldn't refund anything but the last one, but it's Christmas and I'll make an exception.

Olle

 

[BitStarz]

Just to emphasize again. Be very careful of this going forward. Use the correct details when you open a casino account as we as operators are picky with this.

 

[C13]

I made a little mistake putting random name BECAUSE I did not know it would matter.
Then asked to change it BEFORE uploading documents
Your support person LIED to me saying it will be ok and its gonna be corrected manually by the team

And yes I lived in Toronto my whole life so I tend to make that mistake often.
I repeat YOUR quote:

This is of course against the rules in any casino, but in all honesty I tend to only enforce these types of rules if the linked accounts have both taken the welcome bonuses or are systematically trying to claim as many offers as possible. I don't really see that here, so I don't think it's fair to confiscate the funds on those grounds.

So you are just a bunch of fuckin liars, nothing else.


Yeah of course you will take 12 thousand from me which I fairly won and will give me back 100 bucks..... lol

Nice treating of the VIP player, lol. Biggest joke EVER.

You know what, take that 100 bucks. Im sure you are so poor youre gonna need it........

Never playing on that bullshit casino again. Will make sure none of my friends play on that neither.
Not much of a lose for you.... I know. you dont give a fuck because youre sleeping on the money.

Good luck. Really hope the karma will hit back.

 

[hubbadubbadingdong]

Twot

 

[C13]

Twot

Yes it is. Wasted time taking stupid pictures, stupid selfies. Talking to them for 2 days. J-O-K-E
Is my bank account safe now? probably not. will need to contact them


they already disabled my account. with verified documents. with 0.2BTC on it.
NICE!!!!! hahahahahah what a fraud. I'll make sure to post those screenshots at some places.

 

[Ant1975]

they already disabled my account. with verified documents. with 0.2BTC on it.
NICE!!!!! hahahahahah what a fraud. I'll make sure to post those screenshots at some places.

No one will care, as it's you that's in the wrong.
You say you didn't think it would matter putting a false name but did the same thing before at winz casino, so you must know it matters already??

 

[C13]

No one will care, as it's you that's in the wrong.
You say you didn't think it would matter putting a false name but did the same thing before at winz casino, so you must know it matters already??

Since they changed it manually and had NO PROBLEM at all about it, no, I did not know it matters.
I still don't think it matters. It's just an excuse to not withdraw 0.2BTC.

 

[maxd]

Dude, Olle is generously offering to return your deposits. Given the situation -- your Terms violations -- you should be grateful and take it. Live and learn, at least that's what I'd do in this situation. YMMV.

So you are just a bunch of fuckin liars, nothing else.

You are now running afoul of the Forum Rules regarding abusive behaviour. Be civil and all is well, get abusive and you'll get booted to the curb,

- Max

 

[C13]

I got my pride and will not take pennies. I won 12 thousands. Provided all the documents. And was banned. It's as simple as that.

Apologize for my language though.

 

[maxd]

I got my pride and will not take pennies.

If you can't convince Olle that your "mistakes" were innocent then you are in violation of the Terms with no legitimate excuse. In that case "pennies" are all you're going to get, and that only because Olle is a good guy and giving you a break. Be realistic about your situation and you won't walk away empty-handed. Get angry and hostile and things will not go so well.

Thank you for the apology.

- Max

 

[C13]

Since winz was able to change my profile info manually I believe it is not a problem at all.
The problem is 0.2BTC on my balance. And that's all it's about.

 

[BitStarz]

I think it's safe to say that based on the above, OP won't be happy unless he gets more than his deposits back. At least that's my interpretation of the above.

I wanted to give your deposits back but when you're basically telling us to shove it, it's fair to say it makes me want to change my mind. That said, a promise is a promise and the offer to pay it back stands, regardless of the comments made above.

I'm aware that you'd like more than your deposits back, but there also might be time for some self-reflection and maybe recognize that some mistakes were made on your part. Everyone is expected to follow the rules, players and operators alike. If we make mistakes, we have to own up to them and in many cases deal with the consequences.

In your case, it's not like we randomly selected your account and decided to take action against it. But rather you opened a new account and entered fake details. I can't speak for other casinos and how they operate but at 99.9% of any legitimate casino, that's a violation.

I can also look past aggressive behavior to an extent because frustration can bring out the worst in us. So if that's a genuine apology for the remarks above, I accept it.

 

[C13]

Whatever man. Enjoy your (mine) 12 thousand.

 

[maxd]

Well, that's your decision. As far as I'm concerned the circumstances of your case are dodgy as hell and you've refused a decent offer of settlement. I'll mark this thread accordingly.

- Max

 

[C13]

Decent offer? They just robbed me of 0.2BTC and offered 0.002BTC. That's amazing offer for real.

Also
Since you had so much problem with my profile info
After I provided my ID and bank statment, you could already see the name is different then whats on my profile
But you requested my picture showing my face and my ID
Which means you thought it was not my license and not my bank statment, and you thought I will not provide the selfie picture.
Because why would you ask for the selfie if you already seen the names are different and by that time you could already ban me?
So after I actually provided the picture you found another little reason how to rob me from my winnings.
I'm sure if I somehow solved the profile info issue you would just find another little reason to not withdraw

So congratulations. I wonder how many people you rob this way

btw Im going through *snip*, since this casinomeister forum is obviously paid by casinos to make them look good in any case