BitStarz Casino - Вилучення гравця затримано.

Hello I have been with bitstarz casino for a while now I have had withdrawals I the past and are normally very good. i submitted a cash out on the 13th of December it got approved really fast. Withdrawal back to my mastercard. I first contacted bitstarz on the 18th dec as my payment hadn't reflected in my account.

"We have now escalated this issue to the appropriate channels and this email serves a ticket for your support case handling. Any updates to your case will be added here as a reply." Email i received.

I contacted them again on the 21st dec for a follow-up received this back from them

"Our Payments Team have transferred the information about this transaction to the payment provider.

As soon as we receive a response we will be in touch.

We thank you for your cooperation."

Later that night I contacted live chat after reading the terms and conditions of the casino as I was concerned why it was taking so long they responded with this

"Yes, was checking your cashouts. They have all been processed on our end to your account."

It is now the 28th of December. Can you please follow this up thank you.

Dear Kirsten,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is no longer marked as pending inside your account, but been processed and sent to you? Have you received any payment receipt or a reference number for the transaction from the casino?

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.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Yes my withdrawal is not marked as pending its marked as accepted its been the same since the 13th dec. They have informed me that it was sent to my account but yet to receive it.

I made a bank withdrawal on the 24th of December after I deposited again and received the funds yesterday(29/12). I received the email that states today before I received the funds.

Great news, your cashout request has been approved – enjoy your winnings! 💸

I received the same email on the 13th for the missing withdrawals and still hasn't reflected into my account and its been 17 days .

Additional comments from the player:

"Yes my withdrawal is not marked as pending its marked as accepted. They have informed me that it was sent to my account. No I haven't received a receipt or reference number. I'm getting concerned why the subject of the email is "missing withdrawal "."

Thank you very much, Kirsten, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kirsten,

I looked at your complaint and will do my best to help you. I would like to invite Bitstarz Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Hi Kirsten,

Olle from BitStarz here.

I believe the last communication you had with support here was 2 hours ago where we explained that we still haven't received any new information from the payment provider and we'll let you know as soon as we do have some more info.

I know it's frustrating not to get your funds, but they were sent from our end and we're still awaiting a reply here too. As soon as we have word, you'll be the first to know I promise.

Olle

Ok yes as i was relying on my winnings to get Christmas presents. Can you please send me the confirmation that the money was sent on your end as I have contacted my bank and they have asked me for proof that the payment got processed.

I'm just wondering how long more do I have to wait for a reply and then have to wait again for the funds to appear. I would of done it through bank transfer but it said that card withdrawal was quicker.

I don't understand when you say they have been sent from your end and your awaiting a reply? Wouldn't you be waiting for me to say they have reflected into my account?

Not being rude just trying to understand what's happened with my funds. No one has explained what happened they just say there waiting on a reply.

Hi Kirsten,

If you're relying on these funds to buy Christmas presents, I hope you don't take offense in me saying that you might want to put a limit on your account in terms of deposits. I want to make sure you're playing over your budget.

Yes, so casinos has payment processors that deal with the transactions. Just as if you are sending money to a friend of yours via bank transfer and your friend is not getting the money, you turn to the bank to ask them to look into what happened to the funds. That's exactly what we're doing right now 🙂

We've asked for an investigation and we're awaiting a reply.

Olle

Ok thank you

Dear Kirsten,

please update me when there will be something new.

Ok hopefully soon.

Thank you for chasing it up 🙂

My issue has been resolved thank you bitstarz.com

Hi Kirsten,

Thank you so much for confirming here and very sorry about the delay.

Olle

Dear Kirsten,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru