The player from Switzerland had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was resolved after a system glitch during the withdrawal process was identified and addressed by the casino. The player confirmed receiving the funds on their credit card shortly after the glitch was corrected. The complaint was marked as resolved by the Complaints Team.
BitStarz Casino - Player believes that their withdrawal has been delayed.
Amount: €1,100
BitStarz Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
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2 weeks ago
Translation
Hello Casino Guru,
First of all, I would like to say that I consider Bitstarz to be very reliable and I have always been satisfied so far. Great service and very fast payouts. I now only play on this platform.
I am aware that bank transfers can take 3-10 days.
Initially, I was suddenly unable to withdraw to my credit card. A reason for this has not yet been determined.
Then I chose a bank transfer. This happened on November 4th.
In the past, as soon as it was approved, it would switch to "Processed" within minutes/hours, and I would have the money in my account 1-2 days later. Perfect.
Now, I've been waiting for it to be transferred since November 4, 2024.
The response is always similar; I'm told to be patient. They don't know why it's taking longer this time. They've contacted the payment processor, but there's no response yet. I have the email communication.
I am a really loyal customer of the casino and for the first time, I find this unsatisfactory. In the future, I will probably only deposit with crypto. I can't understand why it now takes so long to trigger a standard IBAN withdrawal. It has always worked perfectly in the past.
Maybe you can help mediate, that would be great.
If the matter is resolved quickly, the complaint can also be deleted.
Automatic translation:
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2 weeks ago
Dear Chris85ZH,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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2 weeks ago
Translation
Good morning… I keep being told that there is no update yet.
I don't understand it at all,
Bitstarz is known for the fact that everything normally runs quickly and reliably. No update for days. Again: The payment was approved. But it just isn't transferred. This ALWAYS happened on the same day after approval ("Processed"). Now four days have passed...
It's frustrating 🙁
Automatic translation:
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1 week ago
Translation
A week has passed... No transfer, nothing. Further email correspondence can be provided upon request.
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1 week ago
Translation
You can delete the complaint.
I received my money.
According to Bitstarz, there was a system glitch during the withdrawal process. After it was resolved today, I had the money on my credit card within minutes.
Automatic translation:
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1 week ago
Dear Chris85ZH,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
