BitStarz Casino - Player’s withdrawal has been misplaced.

Im trying withdraw money I have won they sent me a email to confirm it I have not because it has the wrong address on it but now there is no money on my account and they say I have confirmed it . I don't cause it's the wrong address. I asked for supervisor they deny me saying they do t have one to contact. Which is a lie I have screen shots of all of this can you help me

Dear jmerriman119,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. 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 deposited funds into your account using the e-wallet address that the casino sent the funds to? Have you received any payouts to your correct e-wallet address in the past? Do you recognize the e-wallet address that the casino used to send the money?

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

Best regards,

Petronela

1.no that is not my wallet never seen it before

2. Yes I have made many deposits and withdraws using my wallet a bunch of times and never had a problem. 3.I didn't look to see what wallet it was sent from but I would recognize it if I saw it always used same method for deposit and withdraw. They send a email to confirm your withdraw right well they say I confirmed which I didn't but I took screenshot of 3 withdraw around the same time none of them were mine at all then I asked to see talk to supervisor denied that 5 or 6 times would not give me one when requested which is crazy so I sent them the screen shots of the emails they sent told me that is not proof which I still have them I got one email that'a never been confirmed that is not my address but in my email asked for explanation for it like they just dodge around it telling me to confirm. It but I told them it's not the right address so I never did got pics of it to I have pics proof of everything I played again last night to see what would happen and same weird stuff like I'm playing they money in account would be gone made them cancel xashiuts so lost another 300 last night they owe me all this money it's not right . To not even let me talk to a supervisor. Which I have proof of to them saying no like I want my money back

Thank you, jmerriman119, for the clarification. Would you like to forward any relevant communication to petronela.k@casino.guru before we'll contact the casino?

Could you please describe in more detail what exactly happened with your funds of $300? Why do you believe the casino owes you this money, please?

these are a couple of the screenshots that show while I was playing the game money was getting taken out of my account they were sending me emails saying that I was confirming a cash out but I wasn't because the address is not my address for Bitcoin and so I wasn't receiving the cash app requested a supervisor or manager multiple times and they've denied me every time I spend a lot of money at this casino and I've always had it sent to the same exact address every single time I've ever ever cashed out I never had any problems before this time it was quite a bit of money and you can see how many times I had to cancel one of the cash outs because the money kept coming out they're different cashouts for each time and I had to go in there and cancel them while I was playing the game because I wasn't the one cashing it out so I talked to the chat people again and they said that it was getting cashed out and it wasn't me or my address so I just had to keep hitting cancel then I asked for supervisor again and then I asked for a supervisor again and never got one hundred dollars at least so they owe me at least $1,100 could you please help me to possibly get this money back. Thank you for your time.

Thank you very much, jmerriman119, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Thank you for helping I find this is crazy wmthe withdraws I don't approve that I caught and canceled my self with them telling and then telling me it's safe to play there but then this big one gets thru to address I never used ever it's just wrong

Hello, jmerriman119,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BitStarz Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear BitStarz Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Is the casino able to perform a deep investigation of the issue and inform us about the outcome?

Is there a possibility anyone hacked the player's account? Was there any unusual activity at the time the withdrawal requests in question were made? Were these requests made from the same device and/or the same IP(s) as the successful withdrawals in the past? Was the incorrect e-wallet address confirmed via email?

Thank you in advance for providing the information.

Hi guys,

First of all, this is very unfortunate, and I'm sorry about this whole ordeal.

Now, as to the address which the player wants to withdraw money to, that's of course not entered by BitStarz, but by the player himself. In order for the withdrawal having to go through, the player gets an email where he needs to click a button in order to confirm the withdrawal and then it's processed.

BitStarz doesn't change any crypto address or add any crypto address to the withdrawal window, it can only be done by the player, and again, after that, it has to be confirmed by the player. Looking through the logs, I see no suspicious logins from new IPs during this time.

I've also looked through the email confirmation that was sent to the player upon the withdrawal being requested, and I can also verify that the player clicked the "CONFIRM NOW" button on the email that was sent to him (if you want me to send proof of it, let me know).

All I can confirm here is that there's no suspicious logins, and that the player indeed did confirm the email (and we do display the address where the money is being sent on the confirmation email). How you wish to interpret it from there, it's up to you, but I find it hard to see that we are somehow responsible for any wrongdoing.

Olle

these are pics I took of what. Was going see all the canceled withdraws I canceled them because I did not make them I was playing in the casino and notice money being taking from me went to chat room asked what was going they looked and said I was making withdraws I said no we t to where they where canceled all of them first red flag I cancelled all of them cause I did not make them asked for supervisor was told no you can clearly all the canceled transactions before the big one it's clear the other pictures are from you guys emailing asking me to confirm this withdraw which you can see the address very clear on there and right below it says address never been used because it's not mine I never confirmed it you can back and look at all mine withdraws and deposit same address you guys are wrong I want my money back I asked for supervisor many times and was told no what casino would not give you one that's crazy then the one photo says basically what I was saying is true they no it and there response was does not prove anything yes i did as I'm proving my point in this case I was done wrong just want my money back thank casino guru for trying g to help when bitstarz I feel made no effort at all to help me in this moment .

Thank you both for your replies and the information provided.

Dear jmerriman119,

Allow me please ask you a few more questions to clarify the situation.

If you canceled all the mentioned withdrawals or did not confirm any of the confirmation emails, which means that these withdrawals were not processed, what does the disputed amount represent? What money should be given back to you and why?

If you clicked on the link in one or more of the confirmation emails with an incorrect payment method, I am afraid it is not the casino's fault. Therefore the confirmation emails are there - to prevent this.

Can you please provide me with the information if there is a possibility that anyone around you could have access to your device, and if you have your passwords/credentials saved there?

Is this problem still persisting? If yes, did you try to change your password to a really strong one, without saving or writing it down anywhere? If not, and the issue still persists, could you please try it, give it a few days, and let us know about an update?

Ok I had 1100 that was in my account that I was still playing with when all this weird stuff started happen I canceled all of the withdraws that kept happing and then the money was gone looked at confirmation they sent which I never clicked because like the picture I sent say under the confirm address never been used yes I did change my password and all that like they suggested and then could not log back in had them change it back look it's simple I did not make and of those withdraws understand when they happened I was actually playing a game in there casino spinning the reels and this withdraws were happing I asked for supervisor many times and was told no they are I. The wrong I never confirmed anything and nobody would have my info or access to my account and where did it go went somewhere I used one Bitcoin address period and they can look and see that why all of a sudden I would use a different one I still play using the address that I always have I lost 1100 or more by something with them I just want my money back I did nothing wrong Neve confirmed anything this is ridiculas look at the pics I sent you please thank you

Alright, if I understand it correctly, 2 of the withdrawals with the incorrect address were completely processed, and the rest was canceled.

However, there are a few things that are still unclear or do not make sense.

Although you provided us with screenshots of canceled withdrawal requests, you have not provided us with screenshots of successful ones. I can see only canceled withdrawals of different amounts compared to the 2 successfully processed withdrawals.

We try to help players who got in trouble unknowingly or by making a mistake, but we also require cooperation and evidence from them. If you mistakenly made withdrawal requests using the incorrect e-wallet address, and the transactions were confirmed on the blockchain, there is, unfortunately, no way how to reverse them. The casino fulfilled its obligation and sent the funds to the filled-in e-wallet address, and it cannot do anything else with it. Anyway, how do you please imagine that we could find out from the provided screenshots of the confirmation emails you did not click on the "Confirm Now" button?

Furthermore, based on all the gathered information and your claim that no one had/has access to your device/gaming account, while it does not make sense that you changed your password to the original one that could have been abused by another person, the only person who could make the withdrawal requests and confirm them also via email (otherwise, someone would have to know also a password to your email, which is very unlikely if the passwords are not the same) is you, so currently, it looks like you requested the withdrawals with the incorrect e-wallet address, and also automatically confirmed 2 confirmation emails/withdrawals before you noticed it.

Please note that if I request evidence from the casino and the casino is able to provide it, it will likely support the casino's claims. Would you like me to proceed and devote more time to it anyway, please?

So there are some more pictures the first picture has to do with you asking about my password and how I'm the only who can use it on pay attention one more time all the withdraws I canceled because I did not make them they told me to change my password and set up this 2fa thing it would help my account be safer on they told me about the casino so they set it up for me to get done. well I tried to go login at the casino and passwords did not work so I had it canceled because I could not longer get on .the other pictures are one of a prior with draw and that's what it looks like after you confirm it like you asked there is a pic has nothing to do with this situation .and the other pick is look how many times in April 7 the casino sent me please confirm please confirm there is three right there and there more it's crazy because I would not confirm it I never did

Cause the address is not mine ask them for that they should be able to show my bitcoin address I always used and still used and it's not that one and other picture is me asking for supervisor again and getting a no why is that there not right for this I just want my money thanks for your help but I got a feeling this matter is over cause you guys are not getting it some reason I never made those withdraws cancels a bunch on the same day. Same time I was playing not with drawing bitstarz know what happened and it's not right you have everything you need thanks again

Dear jmerriman119,

I am sorry for the delay.

Unfortunately, the data provided does not show what you claim sufficiently. Therefore, now I will ask the casino for more details and evidence from its side.

Dear Olle and BitStarz Casino,

Could you please provide me with the following data from the player's account:

• Transaction history + payment methods' details used (e-wallets addresses, mainly withdrawals)
• Player's login/sessions log including IPs used, or if possible - cookies/device hash values
• The mentioned proof of clicking on the "CONFIRM NOW" button by the player

I am aware of the difficulty of my requests, but I believe it will help us to significantly move forward with the case, or maybe even close it.

Feel free to use my email (branislav.b@casino.guru).

Hi Branislav,

No worries, I will pass it to you later.

Olle

What pass it to you later this has been going on for way to long that's there best response I'll send it later

Greetings all,

I am sorry for the delay.

Thank you, Olle and BitStarz Casino Team, for providing the details. Could you please look at my last email regarding this matter and provide me with additional information and data?

Dear jmerriman119,

In the meantime, I would like to ask you a few questions.

What devices and internet connections/IPs (types) did you use to play in BitStarz Casino in the past? Did you use more than one device and more than one type of internet connection? If yes, can you state them?

You provided us with several screenshots of different withdrawals. Can you please provide me with the information on what e-wallet is the correct one?

In addition, could you forward one of the confirmation emails to my email address (branislav.b@casino.guru)? Forward it as follows - right-click on the email and select "Forward as attachment".

Can you please confirm that after all that happened in your account, you continue playing in the casino?

Looking forward to hearing from you.

Look I have provided everything I can they have all the info yes I have been playing there in the past been playing there for a while now never had a problem for the most part I play at my house always on my phone sometimes my work and yes continue to still play there because I like the casino never had a problem till this one and yes I always play from my phonue have not had any problems since the one I'm complaint about and and I even withdrew money from there that I won that went to me correctly I think they made a mistake and just want my money this has gone on forevere so I'm kinda over it they money was taking out of my account period did not go to me that's the bottom line they can look and see all my transaction all the same accept for the one wahy is it so hard to see this

Dear jmerriman119,

I am afraid it is not correct, and I dare to disagree. Not all necessary information has been provided. Otherwise, I would not have asked for them.

So far, I have been provided with screenshots of a conversation between you and the casino's live chat about 2 withdrawals that were allegedly processed without your confirmation (without further details of these withdrawals, such as dates and times or e-wallet addresses used), screenshots of several withdrawals and different e-wallets, so it is not clear which e-wallet is the correct one and which one is the incorrect one, and confirmation emails from different dates (without exact times), where it is not possible to verify if you clicked on the confirmation button or not. In addition, the main issue of this complaint is withdrawals that were allegedly processed to an incorrect e-wallet address, but you shared screenshots of canceled withdrawals only (transaction history from your casino account), and again without further details. So, currently, after gathering all the provided information and data, it seems like we are investigating a non-existing issue. Also, after experiencing such an issue, it does not make sense that you continued playing in BitStarz Casino.

We try to help players that unknowingly breached the rules, did a mistake, or where casinos did not act fairly towards them, but we also require cooperation on the players' side and providing all the necessary details and information to review the cases sufficiently. I see there are details that are easy to provide from your side, and you have not provided them yet, despite I mentioned it several times. It does not work in the way a player claims something and provides us only with selected information, and the casinos are the only ones that have to prove their claims and decisions.

So now I would like to repeat the unanswered questions, add those that arose in the meantime, and I will require truthful answers to them, as well as the required details and data that you have available in your account or email inbox.

You provided us with several screenshots of different withdrawals. Can you please provide me with the information on what e-wallet is the correct one and which is the incorrect one?

Could you forward one of the confirmation emails to my email address (branislav.b@casino.guru)? Forward it as follows - right-click on the email and select "Forward as attachment".

Also, I would like to see the complete transaction history from your casino account for March and April 2023, where the incorrectly processed withdrawals are visible and clearly marked.

You can use my email or you can share the screenshots directly here.

Please note that this is the last call to provide me with the necessary details and data. In case you are not able and willing to cooperate in further resolving your issue, I will be forced to think about complaint rejection.

Thank you for understanding. Looking forward to hearing from you.

How can I get it to show my wallet I will go on to the casino and see if I can't find out

Yes I will try my best to get you those things thank you

Dear jmerriman119,

For that part, it is enough if you just write to me the correct e-wallet address and incorrect e-wallet address, send me the successfully processed withdrawals with the incorrect e-wallet address (part of the transaction history from your casino account), and confirmation emails with the incorrect e-wallet address with the visible dates and times when they were sent to your email address.

. There are some pic I can not find on the casino transactions where it show s the Bitcoin address I can't access that part what you see is all I can access I'm going to take picks of my cash app wallet that I use and and I can show you tons of withdraws I send to there casino with there address on it and as far as when you confirm a withdraw you don't get a confirmation after it just takes you straight to casino

This is crazy hard I can't send you all the picks o. This it's to many attachments I'll send some tell me what to do

i hope this helps you all the picks you can clearly see it's not right I even asked for manager would not confirm wrong address I don't know what else I can show you

Alright, jmerriman119. Thank you for the screenshots.

However, it is still not all that I asked you for. So, let's try it again.

Please, look at the screenshot with allegedly incorrectly processed payments from your casino account transaction history - the withdrawals of 37.93 mBTC and 0.60 mBTC. There are only times. But, I need to see the date of these transactions. So, take a screenshot of these transactions with visible dates and times. If it is not possible to make 1 screenshot including all this information, feel free to make several screenshots while scrolling from these transactions until the date is visible there.

As I assume, these transactions were made to the e-wallet ending with "sr36t3". Please, find the confirmation emails of these 2 transactions in your email inbox, and forward them to my email address according to my instructions above - click the right mouse button on each email and select "Forward as attachment". I recommend using a PC to do it. My email was mentioned several times above.

Please, let me know when it is done.

I will see what I can do and I will email them to you

Dear jmerriman119,

I checked my email inbox, and I could not find anything from you. So, I am still waiting for the requested screenshots and emails/attachments.

Please, let me know when you send them.

Looking forward to hearing from you.

Dear jmerriman119,

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

I sent everything you asked to your email like you asked

I have actually sent you two emals

basically what I sent I. The email you asked for

Thank you, jmerriman119, for your email and all the screenshots provided.

Please, consider my previous reminder irrelevant. It was only an automatically generated post because you only sent me the email, but did not reply here in 7 days.

Unfortunately, there is only one screenshot that includes the information I asked you for (see it in the screenshot below). However, we are much closer, and thanks to this relevant screenshot, we can move forward.

Since all other screenshots are useless, I recommended you use a PC to send me the additional details and gave you instructions, while you even sent the screenshots of the requested emails before in this thread, there should not be a problem finding them and sending them to me as attachments. Therefore, I would like to repeat the second part/request of my post from May 28, 2023.

"As I assume, these transactions were made to the e-wallet ending with "sr36t3". Please, find the confirmation emails of these 2 transactions in your email inbox, and forward them to my email address according to my instructions above - click the right mouse button on each email and select "Forward as attachment". I recommend using a PC to do it. My email was mentioned several times above."

I see you sent me the screenshots from your mobile phone again, but I recommended using a PC for it. There is a good reason why I asked you for it this way, and it is very simple when you use a PC.

So, now, please, find the confirmation emails of the allegedly unconfirmed and incorrectly processed transactions in your Gmail account, and forward them to my email according to the instructions.

I would need the emails like the one you posted here before (see your screenshot below), but I need confirmation emails of the disputed withdrawals - forwarded as attachments.

We try to help players in resolving their issues, but we also require cooperation on their side. Please note this is at least the third time I am requesting these emails from you, and we are talking about a very simple request. Therefore, I would like to inform you that in case you fail to provide me with the requested confirmation emails in the required form, I will be forced to think you do it on purpose, and the complaint will be rejected.

If anything from my instruction is not clear, please, ask me. If you do not own a PC, ask someone around for help.

Looking forward to hearing from you.

You do understand 36t3 is not my Bitcoin address to my cash right and there is no confirmation email sent that's what I'm saying they sent to somewhere not me why I have sent you is all I can pull up ask them to pull there records cause mine is limited I guess for what you need

this is my statement from cash app which is what I use and there is no payment received from. Then cause they never paid me my winnings

Dear jmerriman119,

If you mistakenly requested and confirmed withdrawals to an incorrect e-wallet address, and they were processed, it makes sense that they are not visible in your e-wallet. It does not prove anything.

We are rejecting the complaint for understandable reasons and mainly because of a lack of additional evidence requested several times with detailed instructions. All the gathered information and details indicate you requested several withdrawals to an incorrect e-wallet, however, 2 of them were confirmed and successfully processed until you realized the mistake. In addition, as the casino informed us, despite such a negative experience, you continue playing in the casino.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, BitStarz Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru