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You see money leave your bank but the balance at BitStarz has not changed. The most common cause is a delay between the payment processors or a missing reference.

Identity Verification Documents Are Stuck or Rejected

https://bitstarzcasino.eu.com/ You upload your ID but the verification screen stays yellow or red, and you cannot withdraw. The likely causes include unclear photos, expired documents, mismatched names, incomplete address proof, or a technical glitch on the upload page.

• Your photo is blurry, cropped, or taken in dim light.
• The document has expired more than three months ago.
• The name on the document does not match the name on the BitStarz account.
• The utility bill or bank statement is older than six months.
• The file size exceeds what the upload tool accepts.

1. Log into your BitStarz account and go to the verification section.
2. Read the exact rejection reason if one appears in red.
3. Take a new photo of your passport or driving licence against a plain background.
4. Ensure all four corners of the document are visible.
5. Use natural daylight and no flash.
6. Check that the document shows your full name, date of birth, and issue or expiry date.
7. For address proof, take a picture of a utility or bank statement from the last three months.
8. Make sure the address on the statement is the one you registered with BitStarz.
9. Save each file as a .jpg or .png under 8 MB in size.
10. Upload files one at a time and wait for a green confirmation check.
11. If you are asked for a selfie, hold your ID next to your face in a well-lit room.
12. After all files are uploaded, submit the form again and wait for the next status update.

Contact support only if you have resubmitted three times and the status has not changed in 48 hours.

Deposit Left the Bank but Not on the Casino Balance

Your bank shows the withdrawal but the game wallet is empty. The causes are slow network confirmation on some blockchains, a typo in the payment reference, the payment method not being linked to your account name, a temporary hold from your bank, or the casino’s auto‑deposit system needing a manual check.

• The blockchain transaction has fewer confirmations than required.
• You entered the wrong transaction ID or account number.
• The deposit was made from a third party’s card or wallet.
• Your bank flagged the transfer as suspicious and held it.
• The casino’s deposit processor is offline for maintenance.

1. Open your BitStarz transaction history and look for the pending deposit.
2. Compare the deposit amount, time, and payment method with your bank’s record.
3. If you paid by cryptocurrency, open the blockchain explorer and count confirmations.
4. Wait until the required confirmations (usually 1 to 3) are completed.
5. If the deposit was by card or e‑wallet, confirm that the name on the method exactly matches your account name.
6. Check that you did not enter extra spaces or dashes in the reference field.
7. Call your bank if the amount shows as on hold; ask them to release it.
8. Clear your browser cache and log out of BitStarz for ten minutes.
9. Log back in and refresh the deposit page.
10. If a deposit code was needed, re‑enter the BitStarz bonus code free spins or deposit code from the promotion page.
11. Send a message to support with the transaction hash or bank statement screenshot.
12. Do not send a second deposit before the first one clears.

Contact support after you have waited 12 hours from the bank’s confirmation and the balance has still not updated.

Withdrawal Is Pending Longer Than Expected

You requested a payout and the status says “pending” for days. The main causes are unpaid wagering requirements, a pending withdrawal limit, incomplete verification, the payout method having a cut‑off time, or a manual security check being triggered.

• Your account still has an active bonus that was not fully wagered.
• The withdrawal amount is above the daily or weekly limit.
• You have not completed the KYC step even though you uploaded documents.
• The payment provider only processes on business days.
• A recent change of password or device triggered a manual review.

1. Log into your BitStarz account and open the withdrawal section.
2. Look for a notification about unpaid wagering requirements.
3. If a bonus is active, check the progress bar for the playthrough condition.
4. Finish the wagering requirement before requesting the withdrawal again.
5. See if the pending amount is within the payout limits shown in the cashier.
6. If the amount is over the limit, split it into multiple requests.
7. Confirm that your identity verification is in the approved state.
8. Check the support page for payment processing hours in your time zone.
9. If the method is bank transfer or card, expect a longer wait on weekends.
10. Do not cancel the pending withdrawal and request a different method.
11. Avoid logging into your account from a new device or network while it is pending.
12. Wait at least three full business days before reporting a delay.

Contact support after five business days if the status still says pending and no email about additional checks was sent.

Site or Games Do Not Load Properly on a Phone

You open the casino on your phone browser and the page is stuck, shows a blank screen, or the games freeze. The causes are an outdated browser, a slow internet connection, cache corruption, a blocked pop‑up or script, or the game provider requiring a newer operating system.

• Your mobile browser version is older than the last two updates.
• Wi‑Fi or mobile data signal is weak or unstable.
• The browser cache and cookies have not been cleared in weeks.
• A content blocker or ad‑blocker stops the game scripts.
• The device operating system is below the minimum requirement.

1. Close all tabs and restart the browser on your phone.
2. Turn off Wi‑Fi and use mobile data, or switch to another Wi‑Fi network.
3. Open the browser settings and clear the cache and cookies for the last hour.
4. Force‑close the browser app and reopen it.
5. Type the casino URL directly into the address bar, not from a bookmark.
6. Disable any ad‑blocker or pop‑up blocker for this site.
7. If the game shows a black screen, tap the reload button twice.
8. Check that your phone’s operating system is updated to the latest version.
9. Try a different browser, such as Chrome if you use Safari, or vice versa.
10. If a specific game does not load, try a different game from the same provider.
11. Switch your phone to landscape mode before the game tries to load.
12. If nothing works, test the same game on a desktop computer to isolate the issue.

Contact support if the issue affects all games on both mobile data and Wi‑Fi after you have cleared the cache and updated the browser.

Quick Reference

The table below lists the four problems from this article, their usual causes, and the first check you should perform.

The most common verification failure is a blurred photo of the passport. For deposits, the wrong reference number is often the culprit. Withdrawal delays usually happen because a bonus condition was not cleared first. Phone issues are frequently fixed by switching from an old browser to the latest version of Chrome or Safari. If you have checked the table and the problem persists, follow the full step list in the corresponding section. Each first check takes less than two minutes and resolves more than half of the cases.

Keep your account name and address current, and always complete the KYC step before you request a withdrawal.