The same comparison runs through most support messages: the casino you used before credited a deposit the moment you paid, while Bitstarz shows nothing on the balance. That gap is usually the payment still travelling between your bank and the processor, not a lost payment. Bitstarz processes identity checks, deposits and withdrawals in separate stages, and each stage fails for its own reasons.

Identity verification stuck or documents rejected

The player uploads a passport photo or utility bill and the status stays pending, or the file comes back marked as rejected.

• The photo is cropped, blurred or catches glare on the document number.
• The uploaded document has expired or the address no longer matches the account.
• The selfie was taken in dim light or with part of the face covered.
• The proof of address is older than the period the casino accepts.
• The name on the payment method differs from the account name.

1. Open the account menu and find the verification area so you can see which document is still missing.
2. Photograph each document flat on a table with all four corners inside the frame.
3. Use natural light and switch off the flash to avoid glare across the text.
4. Upload the file in the format the upload form accepts, since some formats are refused outright.
5. Take the selfie at eye level without a hat, sunglasses or a filter.
6. Send a proof of address that shows your full name and the address stored on the account.
7. Make sure the document is valid on the day you upload it, not just when it was issued.
8. Match the payment method details to the name registered on the account.
9. Upload one document at a time and wait for the status to change before adding the next.
10. Keep the original files on your phone in case a second upload is needed.
11. Reopen the verification page before resubmitting to confirm the rejection reason.
12. Resubmit a rejected document only once you have fixed the exact problem listed.
13. Avoid uploading the same rejected file again, because it will fail in the same way.
14. Check that your email inbox holds the confirmation that each upload arrived.
15. Wait for the review to finish before starting a withdrawal request.
16. Contact support with the document reference number once the status has not moved after a resubmission or two.

Write to support when a correct document has been rejected more than once and the rejection reason is not clear from the message.

Deposit taken by the bank but missing from the balance

The bank statement shows the payment as completed while the casino balance stays at its old figure.

• The payment is still moving through the processor before it reaches the account.
• The deposit was sent to a previous account or a different payment reference.
• The bank placed a hold for a security review without cancelling the payment.
• An incomplete payment left the funds in a pending state.
• The deposit was made while a bonus was being credited and the screen did not refresh.

1. Refresh the balance in a fresh browser tab before doing anything else.
2. Close the page and open it again from the casino bitstarz home screen, then sign in.
3. Compare the amount on your bank statement with the amount you entered in the cashier.
4. Find the transaction reference in your payment history and keep it to hand.
5. Check the payment history on the account side for a pending entry with the same amount.
6. Give the processor the time it needs to pass the payment to the casino before you retry.
7. Do not send a second deposit for the same amount while the first is still pending.
8. Confirm the payment method was in your own name, since a third-party payment can be held back.
9. Check that the deposit went to the account you are signed in with, not an older one.
10. Look at the bonus area if you claimed an offer, because the bonus may arrive separately from the cash.
11. Keep a screenshot of the bank confirmation and the pending entry together.
12. Use the live chat on bitstarz.gr.com/ with the reference ready, so an agent can trace the payment.
13. Ask the agent whether the payment is waiting on the processor or already on the account.
14. Avoid opening a second chat while the first is still being answered, as that slows the trace.
15. Note what the agent tells you so the next message can continue from the same point.
16. Watch the email address on the account for a message about the deposit.
17. Contact support once the bank shows the payment as completed and the casino has still not credited it after the processor’s stated window has passed.

Reach support as soon as the payment is confirmed on the bank side and the account side shows nothing at all.

Login refused or account locked after failed attempts

The player types the password, sees an error, tries again, and the account stops accepting any attempt.

• The password has a typo, a stray space or the wrong keyboard layout.
• The account was locked after a run of failed attempts.
• Two-factor codes from the authenticator are out of step with the server.
• A password manager fills in an old password without notice.
• The account is signed in on another device that keeps the session open.

1. Stop retrying after the second failed attempt, since more tries extend the lock.
2. Retype the password by hand in a plain text field first, so you can see each character.
3. Check the keyboard layout and remove any space at the start or end of the password.
4. Turn off autofill in the browser for the bitstarz login page and enter the details yourself.
5. Try the password reset link, which arrives at the email address on the account.
6. Open the reset link on the same device you use to play, to keep the session consistent.
7. Set a new password that you have not used on the account before.
8. Try a phone browser on mobile data if the usual connection keeps failing.
9. Sign out of other devices that may still hold the session open.
10. Wait for the lock period to pass before another attempt if the account is locked.
11. Check the authenticator’s clock setting if a two-factor code is refused.
12. Use a backup code if you stored one when two-factor was set up.
13. Enter the code promptly, because it changes after a short interval.
14. Keep the password out of shared notes and screenshots while you sort the problem out.
15. Write down the exact error text shown on screen for support.
16. Contact support when the reset email does not arrive or the lock does not lift after the stated period.

Get in touch with support when the account stays locked after the reset flow has been completed correctly.

Withdrawal pending longer than expected

The request shows as pending in the history and the balance does not change to reflect a completed payment.

• The identity check is incomplete, so the payout cannot be released.
• An active bonus still has playthrough attached to it.
• The withdrawal was requested to a payment method that differs from the one used to deposit.
• The request is waiting behind other pending withdrawals on the same account.
• There is a query on the payment method details stored on the account.

1. Open the withdrawal history and read the status next to the request.
2. Check the verification area first, because a missing document blocks every payout.
3. Look at any active bonus and whether its playthrough has been met.
4. Match the payout method to one you used for a deposit on the same account.
5. Check that the payout details are current, with no expired card or closed account.
6. Deal with one request at a time instead of stacking several pending payouts.
7. Finish any open verification step before asking support to push the request forward.
8. Complete the bonus playthrough if that is the only thing holding the request.
9. Refresh the history in a new tab to see the latest status.
10. Avoid cancelling the request and resubmitting it, which returns it to the back of the queue.
11. Note the request reference and the date it was made.
12. Compare the status with the time window the casino states for review of each request.
13. Check the email on the account for a message asking for extra documents.
14. Reply to that message with what is asked, in the format requested.
15. Keep the payout details correct on the account, since a mismatch forces a fresh review.
16. Contact support once the request is still pending after its review window has passed and verification is complete.

Write to support when verification is finished, the bonus conditions are met and the status still shows pending beyond its stated window.

Most of these problems start with details that were correct at signup and drifted since. Update the address, email and payment method on the account the moment they change, and keep one clean photo of each identity document saved on your phone. A current profile and a good document photo prevent most stuck checks before they begin.