BitStarz Casino - El jugador cree que el reintegro se ha retrasado.

The casino offered some free spins with no deposit, I played with my details and managed to win $55.08 in Doge. After I proceeded to make the withdrawal, confirming in my email they told me that they were removing the money because I broke their terms and conditions when in reality that was not the case.

In the last image you can see the increase in the data used; I can also prove that I did it from my own data.

El casino ofrece unos giros gratis sin deposito juegue con mis datos logrando ganar 55.08$ en Doge luego que procedo a hacer el retiro, Confirmando en mi correo ellos me dice que me remueven el dinero por rompí sus términos y condiciones cuando en realidad no fue así.

En la ultima imagen se puede ver el incremento de los datos usados también puedo probar que lo hice desde mis datos.

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Dear angelito777,

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 angelito777,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received the requested refund, and there's been no update on my case. I'm still waiting for my money, which I won legitimately, and the casino refuses to release my funds, nor is it showing up in my account balance.

No he recibido el reintegro solicitado ni ha habido novedad en mi caso aún espero mi dinero el cual gane legítimamente y el casino no quiere darme mi retiro ni tampoco sale en el saldo de mi cuenta

Dear angelito777, I am sorry to hear about your negative experience. Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

The following screenshots show when I received the free spins and when I tried to withdraw 306 Doge Coin and they rejected it. Not only that, they also took my money; at that time the value of the coin was $55.

Dear angelito777, thank you very much for the information you have provided.

In order for me to better understand the issue, could you please forward your communication with the casino? Have you received any explanation as to why your winnings were forfeited?

Thank you in advance for your cooperation.

Best regards,

Attila G.

My communication was through technical support, where they told me I had violated the terms and conditions, supposedly due to my IP address, but that wasn't the case. I used my mobile data to play the entire time. I felt like I not only lost my time but also the winnings I had earned.

Mi comunicación fue por soporte técnico donde ellos me decir incumplimiento de términos y condiciones según ellos por IP pero no fue así use los datos de mi celular para jugar durante todo ese tiempo sentí que no solo perdí mi tiempo sino las ganancias que obtuve

Dear angelito777,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear angelito777,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BitStarz Casino to join this conversation and assist in addressing the complaint.

Dear BitStarz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hi there,

Thanks for inviting us.

Sure, happy to provide the proof from our end, which email should I send it to?

Olle

If you don't mind, I'd like to see those tests since I sent mine here in this thread.

Dear BitStarz Casino,

Thank you for your response. You may send the evidence to my email address: stefan.m@casino.guru.

I look forward to hearing from you.

Already did a few days ago

Dear BitStarz Casino,

I have responded to your email requesting additional information.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear angelito777,

We have received evidence of multiple accounts from the casino; therefore, the casino's terms and conditions were violated.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.