BitStarz Casino - Player's deposit not credited due to system issues.

I understand that there may be system issues. I made a deposit and it has already been debited from my Wallet, yet BitStar has not yet credited it and I want to play. I was given 10 spins 10 hours ago. I've contacted customer service and they tell me that I have to wait until they fix their problem. I requested that they credit me with some games while I wait for a resolution, but they not only denied my request but also closed the chat on me. All I want is my deposit to be available to play because they have already charged me and my money is stuck, which isn't my fault but a problem with their system. I'm asking for the return of my deposit. I'm upset with the way I've been treated. You provide a service and it's not free, it's paid for. A customer is the lifeblood of any business and as a customer, I deserve respect, not having the door metaphorically slammed in my face as though I don't matter as a customer.

Dear Esmesme13,

Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise which payment method you used? If there’s any relevant communication, please forward it along with the payment method to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Esmesme13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the player's request.

Player's additional comments:

There was a system problem but the deposit was already made. Thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Esmesme13, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru