The player from Italy had money transferred into his casino account. Now he’s experiencing difficulties requesting a refund. Player’s complaint has been resolved successfully.
BitStarz Casino - Player’s struggling to receive a refund.
Amount: €500
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
2 years ago
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2 years ago
Translation
I inform you that this casino withdraws money by bypassing the Mastercard secur check id a couple of times I refused the transaction through the verification APP of my bank and instead the money was still credited to the game account. BUT there is another week I refused a transaction from my bank of 500 euros. After 5 minutes I see the 500 euros disappear from my bank account (the transaction was REJECTED BY ME). Nothing on the casino account. The casino tells me the transaction has been canceled. I open a dispute with my bank and they tell me it will take some time. Today I decide to write to the casino (I state that I closed my account last week for these scams) and I discover that THEY have my money! THEY DID NOT EVEN CONTACT ME! If I hadn't written I stolen forever. Customer support tells me that I need to reopen my account to request a withdrawal. I do so via the chat. They ask me for an absurd amount of documents that I NEVER HAVE NEVER HAD TO SHOW IN OTHER CASINOS (I point out that my dispute is already proof that the bill is mine). I upload the documents and they ask me for other documents (proof that the payments on the gaming account were made with the CREDIT cards THEY ASKED ME TO SEND!). In the meantime they close my account again (and therefore I can no longer upload the documents (I get pissed off like a bull and who wouldn't?) They reopen the account and I send the documents. ! Their customer support told me to have it reopened to carry out the withdrawal procedures. They make fun of me !!! Now these PEOPLE are dangerous and the rating you gave to this casino is DANGEROUS as a scam. I in fact thanks to you I fell for it. I ask you to intervene to request information about my withdrawal (money that did not even have to be in their hands). And I invite you to be more serious with the reviews. 90% of the votes on this site are FALSE. Sorry say it but it is and they are confirmed by the negative reviews of almost all the casinos that you indulge in. When will the customers be finished who will you ask for the reviews?
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2 years ago
Dear Davesaint,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?
Additionally, please understand that casino reputation can’t be determined by a negative experience of a single player. If you’re interested in the process of how we review online casinos I could recommend checking our article.
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
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2 years ago
Translation
The funds were never supposed to arrive in the account and were never used. As I wrote previously, the payment was refused by me at the request of the bank. After a week I decide to ask for information (I had closed my account due to too many fraudulent situations) and after a check they told me that THEY HAD the money! (if I had never written I would have lost them forever and I still don't know if that's the case). I have sent a series of documents to verify the account (more than any other casino has ever asked me). Then I was written in the chat that the money had been approved for the repayment of the funds (but I could not verify it because in the meantime they closed my account for the second time). BUT I REPEAT THAT THE SYSTEM THEY USE TO PAY MONEY BYPASS THE SECUR ID OF MASTERCARD because I happened to make a mistake with the code or to refuse the transaction and the money has always been withdrawn from my bank. they are very dangerous in my experience. I am attaching the screenshot of the last email they sent me
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2 years ago
Thank you, Davesaint, for the update. Do I understand correctly that the refund was approved on the 19th of August?
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2 years ago
Dear Davesaint,
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.
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2 years ago
Translation
Hi I received the disputed money. The procedure was long and frustrating.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Davesaint, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
