BitStarz Casino - La cuenta del jugador ha sido cerrada, lo que retrasa el retiro.

I have deposited over $9000 in the last 2 weeks as I've only just become a member I am verified I've had a cashout before for only a couple grand now I'm owed 14200 from bitstar and they have disabled my account they kept saying the payment provider has done the transfer of funds but still nothing also tonight whilst going through my bank account I noticed that they did not pay me $600 I raised this with them and they sent me this screenshot saying that they returned it back to my account in the casino.so how did the payment provider send it back if they sent it they did not put the $600 back in my account either as of today they also said my $14200 was already on its way but the first time they paid me it took 3 hours the second time 30 min now it's a large amount it seems there is obstacles

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly was your casino account disabled, and did the casino provide any reason for this?

Do you have any confirmation (such as a screenshot or message from the casino) that the $14,200 withdrawal has been successfully processed or sent by the payment provider?

Have you received any official communication from the casino explaining the current status of your total pending funds?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

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Hi Veronica thanks for your efforts in helping me,

I played with my own money I have proof of over 10 thousand dollars in deposits I actually made a withdrawal around 10 days ago and everything went smooth this time however it's turned ugly.i do have emails of them confirming the 14200 & a further roughly $1200 still in my account so last night I pressed them about the $14200 and they kept giving me the same answer they gave me about $600 that they still owed me from the first time I withdrew they kept telling me it's been processed and left their payment providers hands then yesterday when I questioned them about the $14200 I told them that $600 was also not there either they said that the $14200 had already been processed and that the $600 was put back into my account because the provider couldn't complete the transaction I then went to take screenshots to prove to them that the $600 was not put back into my account which is when i discovered my account is disabled

Please forward me all the communication between you and the casino regarding the closure of your account and confiscation of your balance at veronika.f@casino.guru. Thank you for your cooperation.

I have done so just now thanks for your valuable time and thank you for helping so many people I don't think anyone realizes how much time and effort goes into this God bless you 🙏

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks for your help

Dear stevek25,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BitStarz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BitStarz Casino,

Could you kindly provide detailed information regarding the player’s issue? Specifically, I would appreciate it if you could clarify the reasons for the delay in processing the player’s withdrawal, as well as the reasons behind the suspension of the player’s account.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi Kubo,

So, we've sent the funds from here, and if they're not received, we'll need bank statements to prove that.

Initially there were some issues with sending the funds and I'd rather explain that in private as it's a rather serious matter.

If you can provide your email Kubo, I'm happy to provide info.

But yes, the funds have been sent and if they haven't been received we'll need bank statements.

Olle

Can you provide me with reference numbers please

Hi there,

I think it's best if you reach out to our customer support on live chat for the reference numbers as it's probably not a good idea to discuss that in public 🙂

My account is disabled remember

Even if your account is disabled, you can still contact our support.

Dear Olle & BitStarz Casino,

Thank you for your prompt response. Please feel free to forward the additional information to my email address at jakub.m@casino.guru.

Thanks!

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.

Hi there,

I'm not sure what's on us to provide here Kubo.

We've asked the player to contact our support so he can get reference numbers for the withdrawals as I don't think it's a good idea to publish financial info publicly.

Wouldn't you agree?

I will go over the information sent to me and let you know what the outcome is I must say that most of the money has been paid

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear stevek25,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo