Starzspins Casino - Вывод средств игроком задерживается из-за проверки личности клиента (KYC).

Hi there, hope you can help!

I have been waiting for KYC verification at starzspins.com for nearly 3 weeks. I requested a withdrawal on 22 December which was automatically returned to my balance and triggered a KYC request to my email. I responded straight away and also uploaded all 3 of the photos they requested (photo of ID, photo of depositing card, selfie holding both of these) via the verification section in my account. They are still showing as "pending".

They said (and continue to say) that verification takes 1-3 business days, but even with the holidays it has been much longer than that.

Withdrawals are blocked until this process is done. Live chat say they cannot help, and I get no response from emailing support.

My winnings arose from my first deposit and I did not take any bonus. I have not made any previous withdrawals as KYC is automatically triggered on first withdrawal request (live chat told me).

The live chat seems friendly but these stalling tactics leave a bad taste in my mouth. I will not be touching the balance I am waiting to withdraw, however.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Hfm2012, 

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 which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila G.

I provided driving licence, payment card and selfie holding both docs. All on 22/12.

They have since contacted me to say they are confiscating the £1500 and returning my deposit (£85) instead, on the grounds that I asked for my account at their sister site to be closed for responsible gambling reasons. But there is nothing in their terms and conditions that says they can, might or will do this, so I don't see how they have the right to do so.

They also have not actually refunded my deposit.

Dear player, thank you for your response. Could you please advise at which casino have you requested a self-exclusion? If possible, could you please attach a link to the casino in question?

Thank you for your patience and cooperation.

Hello, my self-exclusion request was from Blaze Spins https://blazespins.com/

Dear Hfm2012, thank you for your response. Could you kindly share your correspondence concerning the self-exclusion with Blaze Spins Casino? Thank you for your patience and cooperation.

Dear Hfm2012,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru