BitStarz Casino - El jugador aún no ha recibido las ganancias.

To whom it May concern,

I have played at the above Casino and won a large amount in various games for a total of NOK 30,000

Since then, the casino has come up with all kinds of excuses that the win must be checked and approved by the game developer and they therefore have to wait for an answer.

Over several years I have played at 2-3 other casinos and have not heard or experienced anything similar. Have won much larger winnings that never before had to be checked with the game developer.

I therefore see BitStarz's announcement as an attempt to delay or, in the worst case, make me continue to play in order to lose the winnings in the end.

The message on 31/12/2022 was that they will approve within 48 hours. Since then, they have continuously pushed the date and you just receive standard answers.

My account has been approved for a long time.

I'm looking forward to hearing from you.

Sincerely

Nader A***

Til rette vedkommende,

Jeg har spillet på ovennævnte Casino og vandt et større beløb i forskelige spil til samlet 30.000 NOK

Siden har casinoet kommet med alverdens undskyldninger for, at gevinsten skal tjekkes og godkendes hos spilleudvikleren og de derfor må vente på svar.

Jeg har igennem flere år spillet på 2-3 andre casinoer og ikke hørt eller oplevet noget ligende. Har vundet meget større gevinster, som aldrig før skulle tjekkes hos spilleudvikleren.

Jeg ser derfor BitStarz udmelding som forsøg på, at forsinke eller i værste fald få mig til at spille videre for at tabe gevinsten i sidste ende.

Beskeden d. 31.12.2022 var at de vil godkende inden 48 timer. Siden har de løbende rykket for datoen og man modtager blot standard svar.

Min konto har længe været godkendt.

Jeg ser frem til at høre fra jer.

Venlig hilsen

Nader A***

Dear Nader1982,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Christina,

Thanks for quick response.

I will wait and see if they pay out within 14 days - if so I will contact you again.

However, I must point out that my account has long since been verified and approved.

Sincerely

Nader A***

Kære Kristina,

Tak for hurtig svar.

Jeg afventer og ser om de udbetaler inden for 14 dage - i så fald vil jeg kontakte dig igen.

Jeg skal dog gøre opmærksom på at mit konto forlængst er blevet verificeret og godkendt.

Venlig hilsen

Nader A***

To whom it May concern,

Today I received an email from the casino that the game provider has looked through the game and the winnings. They have thus finally approved the payment and I have received the money.

We can therefore close the case again.

Thanks in advance

Regards

Nader A***

Til rette vedkommende,

Jeg har idag modtaget en mail fra casinoet, at spilleudbyderen har kigget spillet og gevinsten igennem. De har dermed endelig godkendt udbetalingen og jeg har modtaget pengene.

Vi kan derfor lukke sagen igen.

På forhånd tak

Hilsen

Nader A***

Dear Nader1982,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru