Bitstarz verification issue

[Fiekie247]

32 minutes ago, cocopop3011 said:

Our tags are not issuing notifications at the moment but I have reported this. Lets allow Olle some time to sort it and if we don't hear back in a few days we can discuss opening a complaint if the "reasonable" time period has passed for casino to reply. Can you confirm how many days it has been since you first raised with this casino?

Olle is currently travelling hence delays in replies.

[cocopop3011]

3 hours ago, Badboy987 said:

@cocopop3011 Hey, how are u? Today is exactly 2 weeks since I sent the documents and done the withdrawal tomorrow will be 15 days thank you I really appreciate your help need it sorted to be honest

And is the casino cooperating with you on this and giving you an update as to why it’s taking so long? Are you get answers off them when you ask? If they are not responding to you we can proceed with a complaint. But it’s important that I know if they are communicating with you or not?

[Ali al hashemy]

6 minutes ago, cocopop3011 said:

And is the casino cooperating with you on this and giving you an update as to why it’s taking so long? Are you get answers off them when you ask? If they are not responding to you we can proceed with a complaint. But it’s important that I know if they are communicating with you or not?

Today I got an email from them asking for more proof regarding my source of wealth again and I sent 3 past invoices showing payments from my employer after that. Every time I message support they always reply the same as if they copy and paste it saying we are waiting for feedback from the verification team. 

[cocopop3011]

2 minutes ago, Badboy987 said:

Today I got an email from them asking for more proof regarding my source of wealth again and I sent 3 past invoices showing payments from my employer after that. Every time I message support they always reply the same as if they copy and paste it saying we are waiting for feedback from the verification team. 

What additional proof are they asking for? It should not be taking 15 days to verify your documents! 

[Ali al hashemy]

1 minute ago, cocopop3011 said:

What additional proof are they asking for? It should not be taking 15 days to verify your documents! 

This was the first photo and today they sent this

[cocopop3011]

On 5/22/2025 at 3:27 PM, OlleBitStarz said:

Hi there,

I had a look at your account.

Yes, we've received the requested document, and thank you for your patience!

At the same time we're awaiting some information from the game provider regarding your game play. It was something they wanted to 
look into a bit further. I don't want to out too many personal details here out of respect of privacy (as I'm sure understand).

As soon as we have a reply from them, we'll get back to you asap. You're also more than welcome to reach out to our support if you have any other concerns or want to see if there's an update:)

Olle

It does seem that this may be another reason things are being held up. Since Olle is not here could you ask support for  an update on this @Badboy987

[Ali al hashemy]

Just now, cocopop3011 said:

It does seem that this may be another reason things are being held up. Since Olle is not here could you ask support for  an update on this @Badboy987

Okay

[Ali al hashemy]

1 minute ago, cocopop3011 said:

It does seem that this may be another reason things are being held up. Since Olle is not here could you ask support for  an update on this @Badboy987

I have already talked to them now. They told me literally the same thing. We are waiting for feedback. We will update you soon. Please get this sorted for me. I really appreciate all the help you’re doing.

[cocopop3011]

Just now, Badboy987 said:

Okay

Just because it seems like we have two seperate issues going on here since Olle posted. So let’s clarify with the casino that they are dealing with the game play issue and ask if that’s already been sorted. Hopefully it has and we can concentrate on this SOW for you. 

[Ali al hashemy]

1 minute ago, cocopop3011 said:

Just because it seems like we have two seperate issues going on here since Olle posted. So let’s clarify with the casino that they are dealing with the game play issue and ask if that’s already been sorted. Hopefully it has and we can concentrate on this SOW for you. 

I’ll ask support now if they sorted it out with the game provider

[Ali al hashemy]

5 minutes ago, cocopop3011 said:

Just because it seems like we have two seperate issues going on here since Olle posted. So let’s clarify with the casino that they are dealing with the game play issue and ask if that’s already been sorted. Hopefully it has and we can concentrate on this SOW for you. 

What do I reply?

[Blackjax]

@Badboy987 please do not cancel your withdrawal and play down your funds. At this point it seems more like a delay tactic than gameplay or verification check. Sorry @OlleBitStarz but this is my view. 

Please go back to chat and tell them if your withdrawal is not processed in under 48 hours you are going to file a complaint through Askgamblers. 

[Ali al hashemy]

2 minutes ago, Blackjax said:

@Badboy987 please do not cancel your withdrawal and play down your funds. At this point it seems more like a delay tactic than gameplay or verification check. Sorry @OlleBitStarz but this is my view. 

Please go back to chat and tell them if your withdrawal is not processed in under 48 hours you are going to file a complaint through Askgamblers. 

@cocopop3011 @Fiekie247 should I do this ? My withdraws have been there since two weeks ago not cancelled.

[Ali al hashemy]

18 minutes ago, Badboy987 said:

@cocopop3011 @Fiekie247 should I do this ? My withdraws have been there since two weeks ago not cancelled.

@cocopop3011 @Fiekie247 @Blackjax @OlleBitStarz please sort it out for me today and get my withdrawal pushed I really appreciate everything that you guys do 15 days is a lot to wait 

[cocopop3011]

58 minutes ago, Badboy987 said:

@cocopop3011 @Fiekie247 should I do this ? My withdraws have been there since two weeks ago not cancelled.

Yes you can tell them that. Let’s be honest the casino has had 15 days to sort this out which is more than enough time and not what we would expect from this particular casino! Please ask them how much longer they expect you to wait since it’s already been two weeks and depending on what they say let’s open the complaint. 

[Ali al hashemy]

5 minutes ago, cocopop3011 said:

Yes you can tell them that. Let’s be honest the casino has had 15 days to sort this out which is more than enough time and not what we would expect from this particular casino! Please ask them how much longer they expect you to wait since it’s already been two weeks and depending on what they say let’s open the complaint. 

I got this reply what do I say  @cocopop3011

[Blackjax]

Did you tell them about filing a complaint? What did they say? 

[Ali al hashemy]

2 minutes ago, Blackjax said:

Did you tell them about filing a complaint? What did they say? 

@cocopop3011 @Blackjax this is what they said 

[Blackjax]

2 minutes ago, Badboy987 said:

@cocopop3011 @Blackjax this is what they said 

I suggest file the complaint right now. We will see what happens. 

[Ali al hashemy]

Just now, Blackjax said:

I suggest file the complaint right now. We will see what happens. 

Okay @cocopop3011 do what u think is right

[Ali al hashemy]

@cocopop3011 @Fiekie247 @Blackjax

They shut the chat without me finishing talking 

[cocopop3011]

Right, let’s give them 12 hours to complete the verification @Badboy987

They are not handing this very well and it’s making it worse that we have two seperate issues going on.  But let’s give them a 12 hour grace in case the complaint is rejected as we did not allow this timeframe to pass. However if it is not completed in 12 hours we will open the complaint as make sure to specify that this is now the second round of verification they have asked you to complete resulting in a 15 day delay! 
 

Let’s wait 12 hours

[Ali al hashemy]

1 minute ago, cocopop3011 said:

Right, let’s give them 12 hours to complete the verification @Badboy987

They are not handing this very well and it’s making it worse that we have two seperate issues going on.  But let’s give them a 12 hour grace in case the complaint is rejected as we did not allow this timeframe to pass. However if it is not completed in 12 hours we will open the complaint as make sure to specify that this is now the second round of verification they have asked you to complete resulting in a 15 day delay! 
 

Let’s wait 12 hours

Okay thank you

[Ali al hashemy]

14 hours ago, cocopop3011 said:

Right, let’s give them 12 hours to complete the verification @Badboy987

They are not handing this very well and it’s making it worse that we have two seperate issues going on.  But let’s give them a 12 hour grace in case the complaint is rejected as we did not allow this timeframe to pass. However if it is not completed in 12 hours we will open the complaint as make sure to specify that this is now the second round of verification they have asked you to complete resulting in a 15 day delay! 
 

Let’s wait 12 hours

@cocopop3011 still the same thing I messaged them the reply I get back it we are waiting for feedback

[Ali al hashemy]

@cocopop3011

i just messaged now  this  please read it as we are getting nowhere from these people I’m tired of texting them and getting the same reply please talk to olle or file the complaint now it’s 15 days almost 16 days and they keep making up things