What Happened
A player from Bangladesh says BitStarz declined a withdrawal of about 3,000 USDT, accepted their ID, selfie and utility bill, then asked for a photo of them holding a signboard at a set place. They say the casino called that photo edited, closed the account and kept the money, which the player says was mostly their own deposit plus around 500 USDT in winnings. The events date back to 2020 or 2021.
How It Developed
- Complaint opened in August 2026. The mediator asked whether a withdrawal was pending and whether other documents had also been refused.
- The player said only the signboard photo was turned down and that they were still willing to send any document.
- The mediator asked for the submitted documents; the player did not reply, the case was closed, then reopened at the player's request.
- The player said the files were lost with an old phone. A screenshot showed the exchange with the casino dated December 2020.
- The player confirmed the account had been closed in 2020 or 2021 and could not be accessed.
- The mediator rejected the complaint as a cold case, since Casino.guru does not investigate events older than six months.
Rejected
A cold case: the account was closed in 2020 or 2021 and the player no longer had the documents.
What Has (and Hasn't) Helped
Nothing could be done after so long. File a complaint within six months of the block and keep copies of every KYC file you upload; both were missing here.