What Happened
A player from Austria says BitStarz cancelled three withdrawal attempts in December 2025, suspended the account and, after accepting a passport, address proof, bank statement and ID selfie, demanded two more items: a photo next to a street sign near their home and an ID selfie with a newspaper carrying the casino's name and the date. The player says the terms do not list either and that the casino at one point dropped the newspaper demand, then brought it back. They wanted about $11,347 of their own deposits returned.
How It Developed
- 2026-04-30Complaint opened with a detailed argument about which terms cover withdrawal checks. The mediator noted casinos may verify at any stage and asked for a timeline and the correspondence.
- 2026-04-30The player set out the history: a 2.1 ETH withdrawal in November 2025 went through without checks, then three attempts in late December were cancelled and the account suspended.
- 2026-05-15The case went to a resolver, who invited BitStarz. The casino asked where to send its side and emailed its evidence on 19 May.
- 2026-06-10After reviewing both files, the mediator found that the personal details entered at registration did not match the player's real details and documents, so the closure did not break the casino's rules. The complaint was rejected.
Rejected
The mediator found the account was registered with details that did not match the player's documents, so BitStarz was within its rules.
What Has (and Hasn't) Helped
The long argument about which clause applies did not matter in the end. The casino's private evidence showed a mismatch between the registration details and the documents, and that alone decided the case. Register with your exact legal details; a mismatch gives a casino a reason that mediators will accept.