BitStarz Casino - Депозит гравця не був зарахований на рахунок казино.

Transaction made 6 May 2024

funds withdrawn and processed from bank account payment made by bank card

funds did not arrive into Bitstarz account and transaction cancelled by Bitstarz soon after

no refund

was told 5-7 days initially

cannot get any legitimate answers via online support

im not fussed about the money as it was only a small amount

it is very very unprofessional customer service

Dear BENNY4878,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit has never been credited to your casino account and the casino opted to refund it this process might be associated with delays of 30 days and in more extreme cases up to 90 days. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

Has the casino explained why the deposit was returned?

Is your casino account still accessible to you?

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or in this case returned to your bank account.

Thank you very much for your reply and understanding.

Best regards,

Tomas

Dear BENNY4878,

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.

Hi thank you for the reply, I have had no legitimate answer regarding the cause of the problem transaction and initial response was 5-7 Working days for the refund to be processed.

Following many frustrating emails and generic responses. I was asked to supply a bank statement dated a week prior and following the transaction. Only to be accepted unedited showing all my personal financial transactions. Is this not a breach of privacy? (Declined sample supplied)

again

This issue isn’t about a $45 refund it’s the shit show process and questionable professionalism behind the scenes. I cannot imagine winning a jackpot and the process that may following up to receive funds.

We all like to live on the edge and turn a blind eye to dodgy things in life although this is well beyond dodgy. Lucky I’m not a butterfly 🦋 losing my hard earnings and not getting it back before I’m dead…

Thanks for your reply.

If your deposit hasn't been yet credited, could you please share your recent communication with the casino regarding the issue? I apologize for the inconvenience.

Please send it to my email at tomas@casino.guru, alternatively post screenshots here.

Hi thank you for your reply the last comms from casino Thu, 05/30/24

(picture)

Thank you very much, BENNY4878, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello BENNY4878,

My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite BitStarz Casino’s representatives to join this discussion in order to resolve this issue.

Dear BitStarz Casino,

Could you please provide your statement regarding this case? Are you able to locate the incoming transaction from the player in your system and could you explain why the transaction was cancelled?

Best Regards,

Kubo

Hi there,

Thank you for the invite here.

I had a look into the case and according to our payments team the transaction of 45 dollars wasn't made to BitStarz but to another company. Could it perhaps be that the player is playing on another casino on the Dama/Softswiss platform and the deposit was made there?

Olle

Sorry, as you can see in the picture I have attached. Is my payment history.

I made the payment via Bitstarz and was processed on the Bitstarz site.

I am not sure how many platforms there are although I am located in Australia so it was the platform available at the time I did make this payment.

Hi Benny 🙂

Thank you for the reply.

First of all, I just want you to know that I'm not trying to discredit you in any way 🙂 I just wanna solve this mystery as well.

Just for the sake of trying to eliminate possibilities here, did you play at any other casino during this time and deposited 45 dollars there? I'm thinking like within 1-2 days before and after this occurred? 🙂

I'm also a bit unfamiliar with bank statements of other countries but sometimes dates on statements don't correspond directly with the date of transaction. So I just wanted to ask that 🙂 did you deposit 45 dollars to any other casino around that time?

Olle

So, just an update here 🙂

I got confirmation from the platform account manager that the deduction from your account on your statement was a deposit made to another casino on the platform. For privacy reasons he's not allowed to tell me which one but he's asked them to reach out to you 🙂

I do use several other online casino although I did not make any other 45 transaction on that date.

The payment was made on may the 4th (Saturday) the funds were withdrawn from my bank account as (pending) immediately and then process approved on May 6th (Monday) being a business day therefore appearing on my Bank statement. All pictured

As you might be able to determine within your system history I immediately contacted your online chat support to raise the issue, that being my payment had been processed at my end

Hi Benny 🙂

Thanks for the info.

Did you make any 45 dollar deposits within a 2 day radius before and after this?

Anywho, I got confirmation that the deposit made was on another brand on the platform so our account manager with the platform has asked that casino to reach out to you 🙂 we can keep the complaint here open until it has been resolved 🙂

Olle

I was told over a week ago about this although I have not received any communication from another platform manager??

Hi there 🙂

So, just to give some background here.

The Platform in this case is the company providing their casino solution to many casinos 🙂 so everything goes through them 🙂 I've asked one of the managers of this platform to reach out to the casino in question right now and ask to contact you.

So just to emphasize this again, the complaint is not with BitStarz, but I'm still willing to help you, which I am 🙂

Olle

Am I mistaken to claim that I have been pursuing this issue with the wrong casino although it did originate via a Bitstarz platform?

would you have the name of this other platform please

Hi there 🙂

Yeah, so to explain this further, BitStarz is not a platform 🙂

A platform is a company that providers the software for various casinos, including BitStarz and this other Casino you played at.

So your deposit you're referring to here wasn't made to BitStarz but to another casino on the platform. Also, can you please confirm for me 🙂 this means you did make a 45 dollar deposit somewhere else within a day or two of the 45 dollar transaction in question?

Olle

Negative only 1 $45 deposit was made and that was on the Bitstarz site/platform

I have provided your accounts team with a statement they requested so I’m sure this can be confirmed by staff.

Hi again,

Well, I mean, I have proof I can share that you did deposit to another casino on the platform.

@casinoguru, just FYI, this is not a transaction made to BitStarz and I can hand over the info to you, but I can't quote the casino here for privacy reasons.

But that said, we'll just have to wait until the casino in question contacts you.

Olle

Hi again,

I've gotten confirmation that the casino in question has reached out to you about this.

Olle

As you can see on my "Personal" banking statement there was only 1 payment transaction from a description of

GYMPRVMNT

Is this a PLATFORM/ PAYMENT PROCESSING Bitstarz use?

The other transactions that were made around the date of the 4th were all to a common provider.

also I would like to request a copy of all CHAT SUPPORT conversation dated 3 May - 5 May 2024.

please

Hi Benny,

So, it would be great if you could answer my question 🙂 did the other casino reach out to you?

Olle

So, as you're using the same payment provider which the Platform uses, it can show up as the same name on the transaction, but it doesn't say BitStarz, right? 🙂

It's because we are on the same platform as the other casino, and they use the same payment system, but that doesn't mean it comes to us.

Now 🙂 did the other casino reach out, or no?

Yes I did receive a message.

the deposit made to that casino was $44, although I am having them confirm the transaction with DESCRIPTION

GYMPRVMNT is from there platform.

so you are telling me

I made a transaction via BITSTARZ although the credit went to my SKYCROWN account?

please CASINO GURU request a copy of all CHAT SUPPORT conversation dated 3 May - 5 May 2024 from BITSTARZ.

I honestly believe you are focusing on a different transaction you have located in my "personal" bank account statement.

but I have HARD evidence this original transaction AND discrepancy is an issue on Bitstarz PLATFORM!!!!!!

As I've tried to explain here, multiple times @casinoguru, please help me here.

Your transaction was at another casino. We use the same payment solution as them, it shows up the same on the statement but it's because the Platform we use (which is the same as the other casino).

So, your deposit to that casino was with that casino, not to us. No money was drawn from your account and sent to BitStarz. The transaction in question was to the casino you mention.

Not us.

@casinoGuru.

You never made a deposit to BitStarz that went through, you made a deposit to Skycrown which went through, which is corresponding to your bank statement. Not BitStarz.

Yea there was several transactions made to sky crown. I have attached the transaction Skycrown has confirmed was processed with a TOTAL of $44.15 Deposit transaction.

Can I please have you confirm the other transaction which I have a attached, total being $48.24 which is originally the one processed and not credited is NOT a Bitstarz payment DESCRIPTION/ PROCESS.

As requested multiple times now

Can we please view my Bitstarz ONLINE CHAT SUPPORT history

Dated from 3 May 2025 - 5 May 2025.

As this will show my immediate conversation with a Bitstarz staff member after noticing the payment discrepancy, And I am 100% this conversation was within an hour of making this transaction at 22.33 - 4 May 2025.

This is the initial contact I made following the troubled payment

? any acknowledgment regarding the immediate communication with BITSTARZ SUPPORT?

And I will re-confirm

Deposit Trans Time -

12.33pm (UTC) …… 22.33pm (AEST)

04/MAY/2024

ISSUE raised with BITSTARZ SUPPORT - 12.37pm (UTC)

04/MAY/2024

Can I please have your feedback BITSTARZ?

Casino Guru - Can I please have some feedback regarding the LEGITIMATE evidence I have supplied?

Hello everyone,

I apologize for the delayed response. I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Dear BitStarz Casino,

Could you please provide detailed information regarding this case and explain the reasons behind this issue with the player's deposit? As you have previously mentioned in the thread, you can share any available transaction information by sending it to me to my email address at jakub.m@casino.guru. I wonder what could have happened here. This entire situation seems quite strange, especially since the player has provided a screenshot of a canceled deposit to BitStarz. Is it possible for a deposit made at one casino to end up in another casino within the same platform? Do these casinos share the same account and differentiate payments only by reference numbers?

Dear BENNY4878,

Could you please send your full bank statement covering the date of the misplaced deposit? This will help us investigate the issue more thoroughly.

Thank you in advance for your response!

Best Regards,

Kubo

Hello again BENNY4878,

Do you have access to your Skycrown Casino account? Could you please provide a screenshot of deposit history from there? Additionally, please send the communication with SkyCrown Casino confirming (to my knowledge) that your payment was received there.

Thank you in advance!