BitStarz Casino - Jogador solicita retirada após encerramento de conta.

I opened an account at Bitz and wanted to close it permanently due to gambling control issues. I had made a deposit of 150 USD that was not being processed, and I decided to close the account.

They closed the account, but the deposit was processed afterward. I just want to withdraw the 150 USD that was processed late, but they tell me that it is already lost and nothing can be done. I don't want to gamble; I just want to withdraw that balance.

Abrí una cuenta en bitz y quise cerrarla permanente por problemas de control de juego, había hecho un depósito de 150 usd que no se procesaba y decidí cerrar la cuenta.

la cerraron pero el depósito se procesó y solo quiero retirar los 150 usd que se procesaron tarde, pero me dicen que ya se perdieron y no pueden hacer nada. No quiero jugar solo retirar ese saldo

Hello rocervus,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Btiz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you request for account closure or self-exclusion (did you mention gambling problems to them)? Did you try to contact their e-mail support regarding this matter? When was the last time you spoke to the casino and what was it about?

It definitely should be possible to refund the deposited balance even if your account is now closed.

Looking forward to your answer.

Regards,

Nick

That's correct, it's already verified. I did speak to them on my own for the closing and everything happened today. After the closing, the deposit was processed and I contacted customer service to just recover the funds, and they told me that it's already requested. Attached are screenshots of the emails

Es correcto, ya está verificada. Si yo hablé con ellos por mi cuenta propia para el cierre y fue hoy mismo todo. Después del cierre el depósito se procesó y me comuniqué con atención a cliente para solo recuperar los fondos, y me dijeron que ya está pedido eso. Anexo capturas de los correos

Hello rocervus,

Did they respond regarding the refund through e-mail? If not yet, await their answer and let us know.

Thank you very much, that's correct. They responded to me with a ticket with which they will submit a refund request but they don't know how long it will take.

Muchas gracias es correcto, me respondieron con un ticket con el cual meterán solicitud de reembolso pero que no saben cuánto tiempo tomará

Hello rocervus,

Any kind of withdrawal take up to 14 days and refunds may take even a bit longer. I would simply recommend to wait and let us know if it would take over 2 weeks.

They sent me another email that they cannot refund through Astro Pay, which was sent through Neteller.

I sent the info by email but they ask me to upload it to my profile. I already told you that I can't upload it to my profile because my account is closed and I don't have access, I share here the photos requested by Neteller.

Me mandaron otro correo que no pueden reembolsar por astro pay, que si mandaba por neteller.

mande la info por correo pero me piden que la suba a mi perfil. Ya les comenté que no puedo subirla a mi perfil por que mi cuenta está cerrada y no tengo acceso, comparto aquí las fotos solicitadas por el medio de neteller

Thank you rocervus for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you rocervus for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitz Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their refund.

Thank you!

Greetings from Bitz Casino!

As we can see from the screenshots sent by the player there is a problem with another casino called "Bit Stars".

Please note that we have nothing to do with this project.

We hope that your problem will be solved soon.

Kind regards,

Bitz team

I apologize for the confusion, I have set the complaint for the proper casino now.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their refund.

Thank you!

Hi guys,

First of all, I want to say that I very much respect the player here for taking a first step

to control his/her gambling problems. It takes a lot to admit it but it's a huge step

towards managing it.

Now, to the 150 dollar refund, it was actually refunded by us already. As far as I can see it was sent to Neteller the same day.

Olle

Thank you for the response BitStarz Casino representative.

Dear rocervus, let us know if you received the funds or if you require any further assistance!

That's right, I received the funds. Thank you very much.

Es correcto, recibí los fondos. Muchas gracias

Dear rocervus,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter