I registered my account on their platform and completed the account verification! I topped up 100 euros on their platform! I lost 5 euros playing the game! I'm leaving with 95 euros! I want to cash it! But they refused my withdrawal! Also told me that only ecopayz electronic wallet is allowed to withdraw money! It's the only option! It's so unfair! They cheat! I don't know how he ranks so high on your platform! I found out about this casino through your platform! I think you're very professional! But he's not as good as you say! All my papers have been submitted! They have no reason to! They have so many ways to get their money! Why am I only allowed to withdraw cash with my Ecopayz wallet?! I don't have this wallet! 

Dear emmettdominick386,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

"In order to make a withdrawal, a player must play through active deposited amounts at least once prior to withdrawal. This procedure is in line with anti money laundering practices. The player is fully responsible for paying all fees and taxes applied to their winnings according to the laws of the jurisdiction of the player’s residence."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply with and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

"In order to make a withdrawal, a player must play through active deposited amounts at least once prior to withdrawal. This procedure is in line with anti money laundering practices. (I have completed the required amount of bets)

Previously you stated that you deposited €100, lost €5, and wanted to withdraw the remaining €95, is that correct? Have you continued playing afterward and completed the mandatory wagering 1x deposited funds, please?

Yes! I'm done!

Yes, I have done what they asked!

Do I understand correctly that you have wagered your deposit at least once? Are you able to place a withdrawal request now, please?

Yes! I can't make a withdrawal now!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, emmettdominick386, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

I do apologize for the misunderstanding. Do I understand correctly that you have wagered your deposit at least once and still didn't receive your winnings?

yes

Hi Petronela,

Well, the reason is actually pretty simple, the user is yet to comply with the standard KYC.

Olle

Thank you very much, BitStarz Casino team, for the clarification.

Dear emmettdominick386,

Could you please complete the KYC verification and let me know if you're still experiencing any difficulties withdrawing your winnings? Looking forward to hearing from you.

My information has been submitted for days! But they never gave me the certification

I have completed the certification! But they still canceled my withdrawal!

They said there was only one way to withdraw cash, ECOPAYZ! I don't have this electronic wallet!

They refused my withdrawal for all sorts of reasons! A few days ago, their platform replied that I did not complete the verification! I am now done verifying! I can't believe they canceled my withdrawal! Garbage platform! I don't know why they get such good reviews on your platform! Their platform is a fraud platform! It's not as good as you make it out to be! Instead, they are rubbish!

Thank you, emmettdominick386, for the update. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Please keep me informed.

They only allow withdrawals from ECOPAYZ! It's the only way to make a withdrawal! I don't have this wallet! It's so unfair! Very unreasonable!

Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. I understand it feels unfair and unreasonable but I strongly recommend setting up the requested e-wallet.

Please keep me informed about any further developments.

What's the difference between them and fraud? They didn't tell me that only e-wallet withdrawals were allowed when I topped up!

If they had given me advance notice! I can't charge money on their platform! Now what am I going to do! It's so unfair to me! I always trust your forum very much! I hope you can help me! Give me a fair solution! thank you

I understand your frustration, emmettdominick386. Unfortunately, I have no other recommendation than to open an ecoPayz account. Please follow this link and register a new account. Opening an ecoPayz Account is free, only takes a few minutes, and you can start using your account immediately.

Please keep me informed about any further developments. Thank you in advance for your understanding and cooperation.

Dear emmettdominick386,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.