BitStarz Casino - El retiro del jugador se retrasa y no responde.

I requested a withdrawal of $1100 that I had won . And the casino is saying they have sent it and it’s all clear on their side and that I have to contact my bank so I contacted my bank and they said there is nothing they can do because they have not received any money and it is up to the sender to get onto their bank about it . I’ve sent them a bank statement proving I never received the money and they said they would look into it . And every time I asked for an update I have to start all over again sending them the same information and going thru the same process over and over because they won’t reply to my email . And they sent me a document that they say their payment provider sent them to say the money has been sent but I think it is fake because it has errors in the spelling on it . Here is a copy of my account statement to prove I never received the money .

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you previously withdrawn winnings from the casino successfully using this payment method?
• Could you please point out errors in the confirmation you received from the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Kazybaby1980,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru