BitStarz Casino - Player’s withdrawal has been delayed.

These fools cannot find the withdrawral? Apparantely it was paid onto my Visa card bust haven’t seen shit .... withdrawrw request Since the 10th of December 2020 !!!!! They keep referring to their payments team with an open ended time frame seriously what a scam

Dear Shurmey,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Do I understand correctly that your withdrawal is no longer marked as pending inside your account, but been processed and sent to you? Have you received any payment receipt or a reference number for the transaction from the casino?

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, especially if it’s your first withdrawal.

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

Best regards,

Petronela

I haven’t received nothing from them

Thank you very much, Shurmey, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Shurmey!

From now on, I will take care of your complaint. I would like to invite BitStarz Casino representatives to join this conversation in order to resolve this issue.

Please note, that due to the Christmas holidays, the response from the casino may take some time.

Hi there,

So, we've mentioned to the player multiple times that the cash out has been processed on our end. It was done so less than an hour after the player had requested it. Unfortunately the player resides in a country that makes it tricky for the funds to reach in a timely manner and we've put a trace on the 100 dollars that the player withdrew and the investigation is on-going.

We've explained this to the player multiple times, but unfortunately we receive daily chats with remarks such as:

"Are u stupid Why would send that Today this morning"

"The f**k is my 100 bucks"

"Hurry the f**k yo"

"It’s been three f***ing days"

"What a f***ing pathetic casino"

"what the actual F**k"

Now, I can sympathize with your situation, but it's important to note that when it comes to banks and payment processors, things aren't always going as fast as we'd like to. The money is not lost, we haven't taken any money, and I have to kindly ask you to refrain from threatening and swearing at our staff multiple times per day.

Olle

Hello Olle & BitStarz Casino,

Thank you for your swift response. Since there is an ongoing investigation of the player's payment, I would like to ask you to keep us updated when you'll receive any kind of result from the process.

Hi there,

For sure, I mean, we've explained this on multiple occasions to the player that we have a pending ticket with ongoing investigation. So neither have we kept the funds (and to think that for some reason we'd steal a 100 dollar withdrawal is as ridiculous as it sounds), nor ignored the request for resolution.

As mentioned many times now, we are investigating and as soon as we know more, the player will be the first to know. But as I'm sure you understand, we cannot know more than we do.

Olle

And as mentioned many times they cannot even provide an accurate timeframe when it will be resolved

Hi there,

Yes, that is unfortunately the case. I wish we did but when it comes to pretty much all technical things, it's hard to estimate exactly when something will be solved or exactly when your money will be received, hence we're using an interval that was quoted to you as well. Which I believe was max 10 banking days.

Olle

You didn’t quote anything that’s why I kept following this crap up stop lying already

And also your max 10 days was up yesterday from cash out request up until to now... now what

I would like to ask Olle from BitStarz Casino if there is any update with the tracing of the payment?

there’s no update from them .... I can’t believe this

there’s no update from them .... I can’t believe this

Hi there,

i’m out of the office for the holidays.

I hope and assume you’ve spoken to our support?

I assume you haven’t followed this up..... do I have to explain this again

Is there any update from the 10-11 dec up until now is unacceptable and only for such a small amount too

Is there any update from the 10-11 dec up until now is unacceptable and only for such a small amount too

Is there any update from the 10-11 dec up until now is unacceptable and only for such a small amount too

i don’t know shouldn’t u check if it was the first time before asking me since you work there... I had another transaction go through fine but it was this transaction. That didn’t. Do You really think I would go through all this trouble for a PAID 100 bucks ,... to say that is hasn’t .... I haven’t got it simple as that

Hi there,

As I mentioned, I was on vacation (until today), you were already in contact with support with a support ticket.

If you wanted an update, you could easily have contacted them and asked them to update you 🙂

I did ask them for an update, haven’t you read the thread??? This just proves my point about the customer service It should be proactive with new information and following up existing information held..... not ask the customer if they have done this and done that.... of course I already have asked for multiple updates why do you think we’re here at this point. So now 10 business days have come and gone And someone is talking about a holiday they returned from yet still no money found 😓

Hi there,

Since I was on a vacation, the best way to go about it would be contacting support on our site. This is not customer support, this is a complaint section on CasinoGuru.

I see you've made no attempt to contact us on live chat?

Oh well, I will check.

No attempt to contact u are you serious ...

I’ve been in contact so many times that I just confirmed it with your casino ...that I’ve been in contact "multiple times" why lie for

Hello all!

I would like to ask BitStarz Casino representatives to provide us with any update on the situation from their end.

Hi Martin,

Still no reply from our PSP yet, I chased this yesterday but there's no new info.

Olle

Thank you casino guru for assisting me.

Hello Shurmey!

According to all the information gathered, it seems obvious there is nothing that can be done than except to wait until the payment gets successfully traced and placed back on it's way to you.

Let me please kindly ask you to remain patient, as such problems may usually take longer periods of time. As you can see BitStarz Casino is doing their best to trace the payment, so I hope this will issue will be solved in near future.

I would like to ask BitStarz Casino to keep us updated when they'll discover any new information about the payment.

Thanks Martin,

As soon as we have more info, the player will be the first to know, which is a promise

we've made since the very beginning.

okay so they mentioned a 10 business day outcome we’re past that already I don’t think it is not unreasonable to request a timeframe

Hi there,

We just got word that the money was returned to the player account as the withdrawal failed. The money was

credited back to the player account yesterday.

Olle

Information about this was also sent to you in an email yesterday, 16:40 CET.

Hello all!

Thanks to the BitStarz Casino representatives for the information.

I would like to ask Shurmey to confirm the aforementioned so we can close this complaint as 'resolved'.

Hello Shurmey!

Have you received your winnings? 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.

I can send proof to you as well, Martin. If that helps resolving this faster.

Hello BitStarz Casino representatives!

Thank you for your offer, the information you mentioned would be very welcomed.

Resolution finished

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.