What Happened
A player from Ireland says that after earlier payouts of around 10,000 euros went through, a fresh win of about 16,000 euros triggered extra checks at BitStarz, including a photo of themselves next to their street sign. According to the player, the photo was turned down about two days later for being taken at night, and support would not say whether the payout would follow. While the review dragged on the account stayed open for play, and the player gambled the balance away. They argue the casino should answer for that.
How It Developed
- Complaint opened; the mediator asked the player to wait out the usual 14 days.
- The player later reported the money was gone: the street-sign photos were rejected and the balance had been played through in the meantime.
- A resolver asked for the rejected selfie, warned that lost funds are hard to claim back without self-exclusion, and invited BitStarz to explain.
- BitStarz replied that the player had bet all the funds during the KYC process and asked how it was expected to proceed.
- The mediator closed the case: with no balance and no pending withdrawal, there was nothing to ask the casino for.
Rejected
The player gambled away the 16,000 euro balance during the KYC review, so the mediator had nothing to pursue.
What Has (and Hasn't) Helped
Nothing could be recovered. The hard lesson: when a withdrawal is stuck in KYC, the balance stays in play, and once it is gambled away the mediator will not ask for it back; it noted the player had not self-excluded. Stop playing until the review is done, or ask the casino to lock the account.