BitStarz Casino - Player’s struggling to receive a refund.

Dear Ryan,

Thank you very much for submitting your complaint and forwarding relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please confirm that the deposit took place on the 25th of June 2020? Do I understand correctly that the entire active balance of $317 has been held by the casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Ryan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello I just saw this and I’m on my cell phone let me get to a larger workstation to make the requested reply as my eyesight is not what it used to be. I’ll respond shortly!! Thanks again.. Ryan

That's perfectly fine. I will be waiting for your reply patiently.

Dear Ryan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi guys,

You'll have to forgive me here, I didn't see this complaint until now.

As far as I can see on your account, we've asked you to get on live chat so we can temporarily open your account

and allow you to cash out your deposit 🙂

So all you gotta do is reach out to support, ask them to temporarily open the account and we'll close it after that.

If you run into trouble, ask them to check the notes on your account, it's all there.

Olle

One kind word of advice though, when you're asked to submit a Proof of Address, don't send in a photoshopped one 🙂

Thank you very much, Olle from the BitStarz Casino, for your assistance.

Dear Ryan, please follow the instructions and keep me updated. I will be waiting for your reply patiently.

Ok.. I'll work on this now.. thanks for extending my time I appreciate it guys

No problem 🙂

Dear Ryan,

Have there been any developments since our last conversation?

Dear Ryan,

Have you withdrawn your funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.We acknowledge that the case is over two years old; nevertheless, we are making an effort to request additional information from the casino.

Thank you very much, ryan, for getting back to us. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks for reopening the case. It's not a huge amount in comparison to the half a million but I would let it especially if it's just going to sit in the wallet without any intrest in the funds. Whats my next step? Thanks again.

Hello ryan,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitStarz Casino to join the conversation and participate in the resolution of this complaint.

Dear BitStarz Casino,

Can you please provide us with any information regarding the case?

Thank you.

Kind regards,

Tomas

Hi guys,

You'll have to forgive me for being a bit confused here 🙂

There's a note on the player account stating that if he contacts customer support, allow player to cash out funds and the proceed to keep the account closed.

So, just contact our support 🙂

Olle

Thank you for the information, BitStarz Casino.

Dear ryan,

Could you please get in touch with the casino support team and inform us about the outcome of your conversation?

Kind regards,

Tomas

Dear ryan,

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.

Hi Tomas,

I can confirm from my end that the player cashed out on the 7th of September.

Olle

Dear BitStarz Casino,

Can you please let me know the amount that has been transferred to the player? Thank you.

Kind regards,

Tomas

Sure,

0.00713985 BTC, which was the amount that was in the account.

The player cashed out these funds himself.

Thank you for the information, BitStarz Casino.

Just one more question. The player claims they should have had around 300 USD in their balance. Can you please confirm whether this is correct or not?

Kind regards,

Tomas

Hi Tomas,

Remember this complaint was from 2 years back? A lot of things happens with the BTC value in 2 years.

He had his balance in BTC, and the equivalent value of that might have been 300 dollars back then.

Olle

That makes sense. Thank you for confirmation. I've already informed the player via email that we are awaiting their reply here in the thread. But we can already consider this case resolved.

Kind regards,

Tomas

Dear all,

I received an email from the player stating that they had received the payment. However, they are facing difficulty logging into their account at Casino.Guru to confirm it.

After reviewing all the information provided by both the casino and the player, I will now close the complaint as 'resolved' in our system.

Thank you both for your cooperation.

Kind regards,

Tomas