The player from Germany is unable to withdraw his winnings or a €250 deposit from StarsPlay Casino due to ongoing verification issues. After submitting a one-month crypto exchange statement and daily statements in different formats for 10 days, the casino continues to claim that not all transactions are present.
StarsPlay Casino - Player is facing withdrawal delays due to verification issues.
StarsPlay Casino
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7.3
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Opened
Current status
Waiting for player to reply
6d 20h 16m 26s
Case summary
3 hours ago
Public
Visitor
Public
18 hours ago
Translation
Hello, StarsPlay Casino won't allow me to complete my verification and withdraw any money, winnings, or a €250 deposit. I haven't been able to verify my identity for 10 days. They're asking me for a one-month crypto exchange statement, which I submitted immediately. They wrote that the statement is incorrect and there's only one transaction. However, there are four transactions per month. Therefore, I send them a daily statement in Excel and CSV format, requesting this statement. They write that not all transactions are there. But all transactions are there.
Automatic translation:
Public
Complaint Specialist
Public
3 hours ago
Hello,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Can you specify what documents you have submitted for verification?
- What was the exact reason given by the casino for deeming your crypto exchange statement as incorrect?
- Have you received any specific feedback from them regarding the transactions that are supposedly missing?
- Were there any additional requirements or documents requested by the casino that you might have overlooked?
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,
Veronika
Important Notice: www.kpvfaw.com will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from www.kpvfaw.com and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Lukas323 has 6d 20h 16m 26s to reply
