BitStarz Casino - O levantamento dos prémios dos jogadores está atrasado.

I tried to mediate with AskGamblers, but they closed my case without investigating and referred me to legal authorities. I feel my case wasn't heard: I met the rollover requirements, support promised payment if I deposited, and after I deposited, they closed my account and kept my money.

I am filing this complaint because BitStarz Casino confiscated my legitimate winnings and is withholding my original deposit after I followed explicit instructions from their support team.

Detailed events:

Rollover completed: I played with a no deposit bonus and successfully met 100% of the wagering requirements. I have screenshots proving that the balance was ready for withdrawal.

Explicit confirmation of support: Before depositing, I contacted live support several times. I specifically asked if my $100 earnings would be guaranteed and available for withdrawal once I made the minimum deposit. The agents confirmed that the money was mine and that the deposit was the only remaining step.

Deposit under false pretenses: Based on these direct guarantees, I deposited approximately $19.76 USD (via BNB). This was the amount received in my Bitstarz account, as I simply copied and pasted the requested amount into my Binance account, unaware that a small transaction fee was charged. It's worth mentioning that I would never have deposited my own money if support hadn't confirmed that the winnings were secure.

Account Closure: I submitted my documents for the KYC process. There was a minor discrepancy in my address, which I clearly explained. During the process, I mentioned my financial need for the funds. The casino immediately used this as an excuse to close my account for "Responsible Gaming," confiscating my winnings and leaving only my deposit in the account.

Lack of transparency: Since the closure, the casino has been vague, citing "internal reviews." My refund (Ticket 507DC9) has been "escalated" for days with no result.

My position:

The casino acted in bad faith by encouraging a deposit under the promise of a withdrawal, only to then immediately confiscate the funds. If my well-being were their concern, they would have returned my $100 winnings and my deposit before closing the account.

Result requested: I demand payment of my $100 USD in winnings plus a refund of my $19.76 deposit. I have acted honestly and followed all instructions from BitStarz staff.

It's also worth mentioning that I have evidence of all the conversations where they first assured me that I would receive my earnings, but I see that I was only able to upload 5 images, which I consider to be the most relevant.

Vengo de intentar mediar en AskGamblers y me cerraron el caso sin investigar, mandándome a la autoridad legal. Siento que mi caso no ha sido escuchado: cumplí el rollover, el soporte me prometió el pago si depositaba, y tras depositar, me cerraron la cuenta y se quedaron con mi dinero.

Presento esta queja porque BitStarz Casino confiscó mis ganancias legítimas y retiene mi depósito original después de que seguí instrucciones explícitas de su equipo de soporte.

Eventos detallados:

Rollover completado: Jugué con un bono sin depósito y cumplí con éxito el 100% de los requisitos de apuesta. Tengo capturas de pantalla que demuestran que el saldo estaba listo para ser retirado.

Confirmación explícita de soporte: Antes de depositar, contacté al soporte en vivo varias veces. Pregunté específicamente si mis $100 ganados estarían garantizados y disponibles para retirar una vez que realizara el depósito mínimo. Los agentes confirmaron que el dinero era mío y que el depósito era el único paso restante.

Depósito bajo engaño: Basado en esas garantías directas, deposité aproximadamente $19.76 USD (vía BNB) este fue el monto recibido en mi cuenta de bitstarz, ya que solo copié y pegue en mi cuenta binance la cantidad que se me solicita en el casino, sin darme cuenta que se cobró una pequeña comisión por la transacción. Cabe mencionar que nunca habría depositado mi propio dinero si el soporte no hubiera confirmado que las ganancias estaban seguras.

Cierre de cuenta: Envié mis documentos para el proceso KYC. Hubo una pequeña discrepancia en mi dirección que expliqué claramente. Durante el proceso, mencioné mi necesidad económica de los fondos. El casino utilizó esto inmediatamente como excusa para cerrar mi cuenta por "Juego Responsable", confiscando mis ganancias dejando en la cuenta solo mi depósito.

Falta de transparencia: Desde el cierre, el casino ha sido vago, citando "revisiones internas". Mi reembolso (Ticket 507DC9) ha sido "escalado" durante días sin resultado.

Mi posición:

El casino actuó de mala fe al alentar un depósito bajo la promesa de un retiro, para luego confiscar los fondos inmediatamente. Si la preocupación fuera mi bienestar, habrían devuelto mis $100 ganados y mi depósito antes de cerrar la cuenta.

Resultado solicitado: Exijo el pago de mis $100 USD de ganancias más el reembolso de mi depósito de $19.76. He actuado con honestidad y seguido todas las instrucciones del personal de BitStarz.

Cabe mencionar también que tengo evidencias de todas las conversaciónes dónde primero me aseguran que me darán mis ganancias, pero veo que solo pude subir 5 imágenes, las cuales considero que son las más relevantes

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear IvanTorres,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

As a follow-up, I'd like to inform you that today I only received 0.02990844 BNB, when my deposit was 0.0338311 BNB. I received less than the amount I was owed, and I can no longer access my account. Without receiving the bonus I had earned, I find it unacceptable that a licensed casino would engage in such fraudulent practices. I demand the remaining $100.

Greetings!

Cómo avances, les comento que el día de hoy únicamente recibí la cantidad de 0.02990844 BNB, cuando mi deposito fue de 0.0338311 BNB, recibí menos cantidad y ya no me es posible entrar a mi cuenta, sin recibir el bono que había ganado, no me parece posible que un casino que opera bajo licencias realice comportamientos engañosos, exijo los $100 dólares restantes

Saludos!

Dear IvanTorres,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Four days ago I sent this progress report, which I've attached as an image at the end. I want the casino to honor its promise (the $100 prize), and I want you and other mediators to function as they should (provide solutions). Otherwise, it seems like there's collusion to protect these kinds of scams. I don't care what I have to pay to file a class-action lawsuit; what you're doing isn't right.

Hace 4 días mandé este avance que adjunto en imagen al final. Yo quiero que el casino cumpla con lo que promete (premio $100 dólares) y tanto ustedes como otros mediadores funcionen como lo que son (dar solución) , de lo contrario pareciera que hay complicidades para proteger este tipo de fraudes, no importa lo que tenga que pagar para aplicar una demanda general, pero no es justo lo que hacen

Dear IvanTorres, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

I will send all the evidence I have via email, where casino support assured me that the winnings were already mine. They made me deposit my money only to find excuses to keep stalling and return less than what I deposited. Regarding the questions in your previous response

*I had not previously withdrawn from that casino

*The KYC verification process also dragged on with an alleged "discrepancy" regarding addresses, where they asked me for explanations, which I provided clearly.

*Accumulate my earnings with a no deposit bonus

*I played casino games

I already tried to send evidence here but

He won't allow it

Enviaré todas las evidencias que tengo por correo electrónico en dónde el soporte del casino me aseguró que las ganancias ya eran mías, me hicieron depositar mi dinero para al final buscar excusas para no dar más que largas y regresar menos de lo que deposité, sobre las preguntas de tu respuesta anterior

*No había retirado anteriormente en ese casino

*La verificación KYC también hicieron largas con una supuesta "discrepancia" por domicilios donde me pidieron explicaciones y se las dí con claridad

*Acumule mis ganancias con un bono sin depósito

*Jugué con juegos de casino

Aquí ya intenté enviar evidencias pero

no me lo permite

Dear IvanTorres,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo, (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear IvanTorres,

It is a pleasure to connect with you. My name is Kubo, and I will be taking over the handling of your complaint moving forward.

If there have been any updates or new developments since your last message, please feel free to share them with me.

In line with our standard procedure, I would like to invite a representative from BitStarz Casino to join this discussion. Their involvement will contribute to a smoother and more efficient resolution of your case.

Dear BitStarz Casino,

I would greatly appreciate your assistance in providing detailed information regarding the player's issue. Specifically, I would be grateful if you could clarify the reasons behind the delay in processing the player's withdrawal as well as the circumstances surrounding the closure of the account. Given that the account has already been closed, could you please confirm that the balance will be paid out after the verification process is completed?

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi Kubo and OP,

Where can I send the info?

Dear BitStarz Casino,

I would greatly appreciate it if you could send any relevant information to my email address: jakub.m@casino.guru.

Thank you for your cooperation and support.

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.

Maybe you missed my email 🙂 I sent it over a week ago

Dear BitStarz Casino,

You are correct. I apologize for the misunderstanding, and thank you for providing the additional context and supporting evidence.

Dear IvanTorres,

The casino has provided us with evidence indicating that the situation is different from how it was initially presented. Based on the materials reviewed, there are clear indications that altered or non-authentic documents were submitted during the casino’s verification process.

We consider this a serious breach of the casino’s rules and a legitimate reason for the casino to close the account and confiscate the remaining balance. Therefore, we agree with the casino’s decision in this case.

As a result, your complaint will be rejected as unjustified.

I strongly advise you not to submit documents of questionable authenticity in the future. Please also note that providing fake or altered documents is strictly against Casino.Guru’s Terms and Conditions. Due to this violation, your Casino Guru account will be permanently blocked.

Thank you for your understanding.

Best regards,

Kubo