888Starz Casino - Ověření hráčského účtu se odkládá.

Good day. 888starz is refusing to pay me my money. First, I sent them a photo of my ID and they informed me that my account had been approved for withdrawals. But that was not the case. Later, they asked me for a selfie with my ID and an electronic device showing the email in which they communicated this to me. As it's difficult for a mobile photo to clearly capture the text of an email, meaning that the content of the specific email is clearly visible, I sent them a video selfie where everything could be clearly seen, my ID and the email they sent me. However, they rejected this and told me to send it as a jpg format. I understand that 888starz is part of 1xbet, which has a poor reputation when it comes to payouts. I am hopeful that you can assist me in resolving this troubling issue. If you need more information, I am at your service. Regards and thank you.

Buenos días. 888starz se niega a pagarme mi dinero. Primero les envié la foto de mi DNI y me dijeron que mi cuenta estaba ya aprobada para hacer retiradas. Y no fue así. Después me han pedido un selfie con mi DNI y que en un dispositivo electrónico aparezca el email donde me dicen eso. Como es difícil que el móvil en una foto detecte bien las letras de un email, es decir, que se vea claramente el contenido del email en cuestión, les envié un vídeo selfie donde se veía todo claro, mi DNI y el email que m enviaron. Pues me lo han rechazado y me dicen que se lo envié en formato jpg. Tengo entendido que 888starz es de 1xbet , la cual tiene muy mala fama a la hora de pagar. Espero por favor vuestra ayuda y resolver esta desagradable situación. Si necesitáis más información, estoy a vuestra disposición. Un saludo y gracias.

Hello Jesuspg777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888Starz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

First of all, thank you for your help.

On March 6, 2024, I was informed by email that I could withdraw my funds once my ID was verified. I did not withdraw my funds and when a few weeks later I try to do so, they ask me for a selfie with my ID and on a device the email in which they asked me for this and for everything to be clearly visible. Since this is difficult in a photo since the cell phone sometimes does not detect the screen well, I sent them a selfie video with my ID and the email in question on the screen of another cell phone. Their answer is that it has to be in jpg format.

Every day since then I write to them by chat and email and they only try to put more obstacles in the sending of my funds.

En primer lugar gracias por vuestra ayuda.

El 6 de marzo de 2024 se me comunicó por email que podía retirar mis fondos al ser verificado mi DNI. No retiré mis fondos y cuando unas semanas después intento hacerlo me piden un selfie con mi DNI y en un dispositivo el email en el que me pedían esto y que se vea bien visible todo. Como esto es difícil en una foto puesto que el móvil no detecta a veces bien la pantalla, les envié un vídeo selfie con mi DNI y en la pantalla de otro móvil el email en cuestión. Su respuesta es que tiene que ser en formato jpg.

Todos los días desde entonces les escribo por chat y email y solo intentan poner más trabas en el envío de mis fondos.

Hello Jesuspg777,

Did you forward it to them in jpg after all? What documents are currently waiting for the approval?

Good morning. I sent them the selfie with my ID and their email where they asked me for this and after approximately 5 days they asked me for electricity, gas bills, etc. I told them that I live with my brother and the bills are in his name. They told me to send them a bank statement showing my address. I sent it to him about 3 days ago and I haven't gotten a response yet. The process is taking too long and my money is still not in my possession.

Buenos días. Les envié el selfie con mi id y su email donde me pedían ésto y a los 5 días aproximadamente me han pedido facturas de luz, gas etc. Les dije que yo vivo con mi hermano y las facturas están a su nombre. Me respondieron que les enviase un extracto bancario donde aparezca mi dirección. Se lo envié hace ya unos 3 días y no he obtenido respuesta aún. El proceso se está alargando demasiado y mi dinero sigue sin estar en mi poder.

Hello Jesuspg777,

As the verification process is a lengthy procedure, specially if they have to keep requesting new documents, be sure to provide them as soon as possible with any request. Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear Jesuspg777,

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.