Solving Common Bitstarz Account and Payment Problems

When you click to withdraw your winnings, the screen may show a status of “pending” for more than a day, or a deposit is declined with a generic error message. The most common cause is incomplete account verification or hitting a payment limit you were unaware of.

Pending Withdrawals Not Processed

You see your withdrawal stuck as “pending” for several hours or days after requesting it.

• Incomplete identity verification (KYC) documents
• Bonus terms requiring wagering before withdrawals
• Withdrawal limits set by the payment method
• Additional security checks triggered by a large amount
• Weekend or holiday processing delays

1. Check your account for a pending KYC request. Upload a clear photo of your government-issued ID (front and back) and a recent utility bill or bank statement showing your name and address.
2. Review the active bonus wagering progress. If a bonus is not yet wagered, complete the required playthrough before withdrawing again.
3. See the withdrawal limit for your chosen method in the cashier. If exceeded, try a different method with a higher ceiling.
4. Log out, wait 10 minutes, then log back in. Sometimes a manual refresh triggers the system to process the request.
5. Ensure your email address is verified. Click the confirmation link sent during registration.
6. Use the same withdrawal method you used for deposit. Mismatched methods can cause delays.
7. Clear your browser cache and cookies, or try a different browser. Corrupted session data may block processing.
8. If using a VPN or proxy, disable it. The system may flag your location as restricted.
9. Contact your bank or payment provider to confirm they accept the transaction. Some issuers block gambling transfers.
10. Check the withdrawal history for a rejection reason. The note may include instructions to fix the issue.
11. Resubmit the withdrawal if it was automatically cancelled after 3 days. Do this only once to avoid duplicate requests.
12. Make sure your account name matches the name on the payment account exactly. A mismatch stops the transfer.
13. For e-wallets, confirm that the wallet is active and has sufficient balance to receive funds.
14. Wait at least 24 hours after uploading new documents. The review team may take that long.
15. Avoid requesting multiple withdrawals at the same time. Submit one at a time until processed.
16. Use a supported browser: the latest version of Chrome, Firefox, Edge, or Safari. Older browsers may cause glitches.
17. If none of the above works, contact support via live chat with your account email and the withdrawal ID. For all deposit and withdrawal issues, https://bitstarz.gr.com/ support team is available 24/7.

Deposits or Withdrawals Declined Due to Limits

The cashier shows a red error that your deposit or withdrawal was declined because of a limit.

• Daily, weekly, or monthly deposit cap reached
• Minimum or maximum amount per transaction not met
• Payment method not supported in your region
• Insufficient funds in the source account
• Transaction flagged by your bank as suspicious

1. Log into your account and view the cashier page. Look for the deposit or withdrawal limits listed next to each method.
2. If you hit a daily limit, wait until midnight (server time). The counter resets automatically.
3. Split a large deposit into two or three smaller transactions spaced 30 minutes apart. This avoids hitting the single-transaction cap.
4. Try a different payment method. For example, use a credit card if your e-wallet limit is reached.
5. Contact your bank to remove the gambling transaction block. Some banks require a phone call to approve.
6. Check that your card is not expired or cancelled. Enter the exact billing address on file with the bank.
7. For crypto transactions, confirm the network type (e.g., BTC vs. ERC-20). A wrong network causes rejection.
8. Verify that the withdrawal amount meets the minimum for the method. For instance, a wire transfer may need a higher minimum than an e-wallet.
9. If your account is set to Canadian dollars, convert currency in the cashier before using a foreign card.
10. Clear any cached limits by logging out and closing the browser completely, then reopen and retry.
11. Check for a pending bonus that reserves part of your deposit. Cancel the bonus if you want the full amount available.
12. Use a different device (e.g., phone instead of desktop) to see if the limit display is a display bug.
13. Wait 2 hours after a failed deposit before trying again. Some payment gateways lock out after repeated attempts.
14. Ensure you are in a supported country. Your IP address must match a permitted region.
15. Update your browser to the latest version. An outdated browser may misread the limit.
16. If using a prepaid card, check that the balance covers the deposit plus any fee.
17. Contact support with the exact error message. They can reset a temporary limit or advise on alternatives.

Identity Verification Stuck or Documents Rejected

You uploaded documents for KYC, but the status remains “under review” for days, or you receive a rejection notice.

• Blurry or low-resolution photos of documents
• Document type not accepted (e.g., student ID instead of passport)
• Expired ID or utility bill older than 90 days
• Name mismatch between account and document
• Technical error during upload that corrupted the file

1. Re-check the document list in your account. Typically, you need a government-issued photo ID (passport, driver’s license, or national ID) and a proof of address (utility bill, bank statement, or tax document).
2. Take a new photo with good lighting. Place the document on a flat surface, hold the camera steady, and ensure all four corners are visible.
3. Use a scanner app instead of a camera. The file should be under 5 MB and in JPG, PNG, or PDF format.
4. Ensure the proof of address has your name and full address exactly as in your account. It must be dated within the last 3 months.
5. If your name includes a middle name, include it exactly as on the ID. Do not abbreviate.
6. Upload the front and back of your ID in separate files. Some systems require both sides.
7. Delete any previously rejected documents from your account. Then upload fresh ones.
8. Check the rejection reason in the KYC section. It often says why it was rejected, like “expired” or “not legible.”
9. If you changed your name legally, upload the marriage certificate or name change document along with the ID.
10. Wait 2 hours after uploading before contacting support. The review team may need that time to check.
11. Log out and log back in to refresh the KYC status. Sometimes the system updates after a session reset.
12. Use a different browser if the upload keeps failing. Incognito mode can bypass cache issues.
13. For live chat support, have the document names and submission date handy. This speeds up the check.
14. If your address bill is electronic, print it, sign it, and scan the signed copy. Some regions require a signature.
15. Avoid submitting multiple documents in one file. Upload each document separately.
16. Check that your account email is active. The verification team may email you for clarification.
17. Contact support if the review exceeds 7 business days. They can escalate the case.

Site or Games Not Loading on a Phone

You open the casino in your phone browser, but the page shows a blank screen, an endless spinner, or game crashes.

• Slow or unstable internet connection
• Outdated browser or operating system
• JavaScript or cookies disabled in the browser
• Phone storage too full to load assets
• VPN or ad blocker interfering with scripts

1. Switch from Wi-Fi to mobile data or vice versa. A weak signal can cause partial loading.
2. Close all background apps on your phone to free up memory. Then reopen the browser.
3. Update your browser to the latest version. On iOS, Safari updates come with system updates; on Android, update Chrome via the store.
4. Enable JavaScript in browser settings. For Safari, go to Settings > Safari > Advanced > JavaScript. For Chrome, it is usually on by default.
5. Allow cookies in your browser. In Safari, turn off “Prevent Cross-Site Tracking” for the casino domain.
6. Clear browser cache and cookies for the site. On Chrome, tap the lock icon next to the URL, then “Site settings” and “Clear data”.
7. Disable any ad blocker or content blocker extensions running on your phone. They may block game scripts.
8. Turn off the VPN. The casino may restrict access from certain IP ranges, causing a blank page.
9. Reset your phone’s network settings. On iOS, go to Settings > General > Transfer or Reset iPhone > Reset Network Settings.
10. Try a different mobile browser, like Chrome instead of Safari or Firefox. Some browsers handle HTML5 games better.
11. Reduce screen brightness to save battery. Low battery mode can throttle performance.
12. Restart your phone completely. A fresh boot clears temporary glitches.
13. Check the game’s compatibility. Some slots require a specific browser version. Check the game provider’s notes.
14. If using a tablet, rotate the screen to landscape. Some games are designed for landscape only.
15. Update your phone’s operating system to the latest version. System bugs can break web apps.
16. Free up at least 500 MB of storage. Go to phone settings > storage and delete unused apps or files.
17. Contact support with your browser and device model. They can test the game on their end.

To prevent most of these problems, complete your KYC documents immediately after your first deposit. That way, when you request a withdrawal, the verification step is already done.