BitStarz Casino: deposited $58 but the funds didn't arrive
Complaint from dredast to BitStarz Casino dated 8/17/23
I transferred funds via bank. The transaction went through. But it didn’t arrive in the casino account.
I contacted support. Operator Denis (not okay) asked for the transaction receipt. I told him that my bank doesn’t send transaction receipts. Only daily statements.
I sent a screenshot that had all the transaction information. then I sent the daily statement, which also shows the transfer.
To which Denis replied that most likely they will ask for another transaction receipt. I told him again that my bank does not provide such data.
And I asked what I should do? to which Denis (not okay) wrote again that they will most likely request a receipt and closed the site. He blocked my access to support.
I can’t send messages to support. the money hasn’t arrived. He ignored my requests to change the operator
Discussion process (12)
Complaint statistics against BitStarz Casino
Claims against BitStarz Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | August 17, 2023 at 12:10 PM |
| Last revision | August 21, 2023 at 12:48 PM |
| Views | 1407 |
Complaint Author
| Parameters | BitStarz Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
|
| Complaint Author |
dredast
[email protected]
|
| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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Complaint sent to the casino
I also forgot to add that on my screenshot Denis wrote that he doesn’t know where I transferred and to whom.
I asked him 3 times to change the operator, since he’s so inadequate and can’t help solve the problem.
Then he blocked my access to the chat.
I started writing to the email. From there I moved to a chat with an English-speaking operator.
This operator couldn’t find the correspondence with Denis and said that there had been no communication on my account.
Apparently I made it all up and sent the screenshots with the transaction to myself
Good afternoon,
We can confirm that there is an issue with the deposit being credited. This happens with this payment method, and, unfortunately, there’s little we can do ourselves – we pass the payment information and the payment confirmation provided by the player to the finance department, who then forward it to the payment operator. A check is carried out, the transaction is identified, and if everything is correct, the deposit is credited. Yes, when this happens it means additional delays, but these are the realities of card payments in Russia at the moment.
Most of the time deposits are credited completely normally, automatically. Sometimes with delays of an hour or two. Therefore, when such requests arise we ask players to wait a little first, and only if the deposit doesn’t arrive within an hour to contact us again. The same happened in this case:
Today at 12:35 MSK – The player contacted us about an uncredited deposit – we asked them to wait and get back to us later.
13:06 – The player repeated the request after some time – we forwarded the information about their issue to the finance department.
Additionally, we asked the player to upload the receipt (confirmation of making the deposit) in PDF format, in addition to the screenshots they uploaded. This was done solely to help the player, to speed up the review of their issue by the payment operator as much as possible. Sometimes the operator requires confirmation specifically in that form, which is why we asked the player for it. It is highly likely that the screenshots will be sufficient, but there is also a chance that additional documents will be required – unfortunately we do not control that.
Support agent Denis tried to explain to the player what is written above. That the payment operator may later request an additional document, so we ask for it ourselves in advance. Denis also explained that in any case we send the request. In the chat we literally gave the player the following answer: “We will forward this information to the payment operator. After some time the request will be reviewed. If the payment operator requests any additional information, we will notify you by email.”
In such a situation we have no further information to give the player – the request has been created, and we, like the player, must wait for a response.
As far as we can tell, the player got the impression that we agreed to submit the request to the finance department only after receiving an additional PDF receipt from them. That is not the case, we did not insist on that, and explained several times that it might simply be required later. Nevertheless, the whole conflict seems to have stemmed from this misunderstanding. We admit that we could perhaps have explained something better in the chat and apologize if we failed to do so. But the player’s behavior also did not help resolve the situation normally. The player himself confirmed above: he called Denis an inadequate person several times and demanded further answers after we had already provided all the information we had. We understand that technical problems are unpleasant, especially when it concerns funds that haven’t reached the balance. But that’s no reason to be rude to someone who is just doing their job.
Dear player, your access to the chat will be restored. We hope that from now on we can continue the conversation on this matter more calmly. And since a public complaint has been opened, we suggest doing it here. Your request regarding the deposit is being processed – we are waiting for a response from the payment system and will definitely get back to you with it.
Good afternoon!
Everything was different.
And, unfortunately, I have nothing to confirm it with, since Denis left the chat and deleted it. And an employee of the English-speaking support confirmed that my correspondence is not on the site. As if I never contacted them at all.
Everything happened differently.
After transferring the funds I saw that they were not credited. The timer was already approaching the 1st minute for payment. I used the link to confirm the payment. After following it I uploaded a screenshot of the transfer and the site simply stopped working. It showed loading. I have the screenshot.
After that I wrote to support.
And I want to emphasize that the person is inadequate, because I several times asked him to transfer me to another operator and explained as politely as possible. Since I understand this is a technical problem and it can be solved.
I explained to the person once that I do not have the ability to upload a transaction receipt. I don’t use Tinkoff or other top banks that provide such data.
I explained it to him a second time and asked what to do if I can’t provide such data? What are my actions?
To which Denis said that we can request this document from you. To which I again replied that I cannot have such data.
Then he wrote to make a request to the bank for the transaction receipt. To which I replied a third time that my bank does not issue such data.
But I still contacted the bank about this document, and the bank sent me a statement for the day.
I sent that statement and asked what changed? The screenshot from the bank has more information than the bank statement. The screenshot has data down to the second when the transaction was made. The statement just has my transactions for the day, and besides I didn’t want to provide it because these are my personal data.
Let me repeat AGAIN MY BANK DOES NOT GIVE TRANSACTION RECEIPTS.
To which Denis said he sent the data to the finance department and that a transaction receipt might be needed. I again told him that I cannot provide such data because of the bank. And asked what to do if you request this data and I cannot provide it?
To which this person simply closed the chat and blocked access to the chat.
Let me underline again that I asked several times to change the employee.
At first I simply asked to switch to another one. Twice I asked politely.
To which I received a dubious sarcasm in the form of the reply “other employees are dealing with other important matters”
And by the third time I realized I was dealing with an inadequate person.
Maybe these are the conditions for hiring support staff – CP, impudence, permissiveness. I’m not a judge, let them hire whoever they want. But when a client asks to be transferred to an adequate employee – be kind enough to transfer them.
The money still has not been credited to the account
Published: August 18, 2023
Good afternoon,
Please clarify, is your main complaint at the moment that the agent refused to transfer you to another agent? If so, I can only confirm that in our casino this is simply impossible. We really have a small team. The chat operator is the only person on shift who can respond to you.
The international (English-speaking) support team does not work with Russian-speaking players. In particular, they are not familiar with the specifics of payment methods in your region, so they could not help you with your issue. There is a special Russian-speaking support department for that, and a representative from it provided you with all the necessary information in the chat: a request regarding your deposit has been made, additional documents may be required, and if so, we will inform you when we receive a response from the payment system ourselves.
This same information is still valid now – we are still waiting for the payment operator to complete the review of your transaction and respond to us. On our side we have asked them to speed up the resolution of the issue as much as possible.
Published: August 18, 2023
No, I’m concerned about my money.
I wouldn’t have written here if the staff member had communicated reasonably and tried to help, instead of showing off how much he can and how he can communicate with clients.
Published: August 18, 2023
Sorry you got that impression. The support agent really asked for an additional document only to speed up the whole process.
The issue with your deposit will be resolved – the task is in progress. We will definitely let you know as soon as there’s any new information. We hope for your understanding.
Published: August 21, 2023
Will my problem be resolved? Will the money be credited? What are the timeframes? Up to 10 years?
It was the third day of searching for my deposit. No refund, no top-up.
Published: August 21, 2023
Good afternoon,
From our side we have done everything possible so far to speed up the process. No new information has been received from the payment provider. Unfortunately, for now we’re forced to just wait along with you.
We apologize for the delay.
Hello again,
We received a reply from the payment operator – the deposit was credited to the account today at 15:05 MSK.
Just in case, we notified the player of this in a separate email.
We apologize again for the delay and thank you for your understanding!
Complaint resolved