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BitStarz Casino - Cannot get my winnings

Complaint Info
Disputed casino BitStarz Casino
Reason Declined payment
Amount $ 900
Posted on April 30, 2019

I recently signed up and made several deposits using my credit cards totalling almost 1200$. I played and requested to withdraw 900. However, they wont pay me back to my credit card and only are giving me the instadebit and ecopayz options. I do not have either of those. My instadebit account was closed several years ago and cannot open another. And i dont have the ability to open an ecopayz. So they say they wont pay out my winnings. I physically cannot open those accounts/options so they told me I lost all money/deposits. I have the chat transcript where they told me this.

Andrew Thu, 04/25/19 08:33:58 pm America/Rankin_Inlet

Hello. How may I help you?

momo84 08:33:58 pm

Hi. I am from canada and trying to withdraw, but unfortunately my instadebit accont is blocked, and i cannot get access to my ecopayz..

Andrew 08:34:47 pm

you will need one of these unfortunately

momo84 08:35:05 pm

but i dont, so what do you expect me to do?

i cant force them to give me an account

Andrew 08:35:41 pm

you will need to gain access unfortunately

momo84 08:35:50 pm

they wont let me

what dont you understand

Andrew 08:35:59 pm

i understand

you need to please understand that these are your two options

so you will need to gain access

momo84 08:36:26 pm

and i cnnot gain access

so how do you expect me to

i have been in contact with them, and i cannot get access

Andrew 08:36:58 pm

you will need to use one of these methods or you cannot withdraw

momo84 08:37:08 pm

so i lose my money?

i need to speak to somone who can help me. i deposited in good faith with my credit csrd. now i want to withdraw and i cannot

that isnt fair

Andrew 08:37:56 pm

you will need to use one of the methods

i am best placed to help in this scenario

momo84 08:38:17 pm

oh my god. I CANNOT use those methods

Andrew 08:38:24 pm

then you cannot withdraw

momo84 08:38:26 pm

the company wont open my account!!!!!

Andrew 08:38:33 pm

then you cannot withdraw

momo84 08:38:38 pm

so i deposited and lost all mu money

Andrew 08:38:57 pm

unfortunately if they will not open the account yes

momo84 08:39:03 pm


Andrew 08:39:19 pm

is there anything else i can help you with?

momo84 08:39:21 pm

you cannot just take peoples money

Andrew 08:39:36 pm

we did not, you are saying the two options we gave you will not work

we gave you those options and so you need to make them work otherwise you cannot withdraw

is there anything else i can help you with?

momo84 08:40:25 pm

i want to escalate this

this is not fiar

this was supposed to be a reputable casino

Andrew 08:40:52 pm

it is

unfortunately there is no escalating this

momo84 08:41:01 pm

and i deposited. its not my fault i cannot withdraw and im from canada so you wont put it back to my credit card

Andrew 08:41:19 pm

those are the two options

if there is nothing else to add i will need to close the chat unfortunately

momo84 08:41:40 pm

so i just lost [email protected]

Andrew 08:41:55 pm

unless you get one of the methods yes unfortunately

Posted on April 30, 2019

Hi Momo,

Great to hear from you.

So, I had a look at your account, and it appears you did indeed get EcoPayz in the end and was cashed out in full by us.

Would be great if you could confirm this for us :)


Posted on April 30, 2019

Dear @Mauriceking,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on April 30, 2019

AskGamblers Complaints Team have been informed and provided with the relevant evidence on behalf BitStarz Casino management to confirm the complaint has already been resolved at the time it has been reviewed and published. Unfortunately, player never deemed necessary to update our team in the meantime, therefore the complaint is being rejected and closed now.

BitStarz Casino Complaints

  • 14 of 14 resolved
  • 1 day avg response
  • 2 days avg complaint life
  • 3,023 USD avg amount

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