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BitStarz - Rude Live Chat Agent
Ruling
Resolved - Bitstarz have refunded this player's deposits and changed their registration system to ensure address is captured before deposits are allowed.
Read our Bitstarz Casino Review.
Player's Complaint
Deposits are almost instant for Bitcoin. Games pay out pretty well a lot of play time for your money a lot of free Spin bonuses. I chose this casino because of the high rating but after making a deposit 3 days later I received a Friday loyalty bonus 4 V make a Bitcoins I meant the wagering requirements was excited about my winnings and like other Bitcoin casinos that I've played I expected I really fast withdrawal anywhere from instant up to an hour never had waited any longer than that. So I got to live chat there's this guy called [EDIT]. I'll let him know of my withdrawal request I get an email for confirmation confirm with the link provided via email. Then I go back to tell [EDIT] and live chat that I have confirmed my address Bitcoin. He tells me that they will look at it within 10 minutes. After an hour my withdrawal is still pending so I go back to check on my withdrawal and again he tells me the technical crew needs to review it I will contact you once it's been done. 3 hours later I go back to live chat and I said I was just checking on my withdrawal still pending. Then this guy [EDIT] gets really rude and ugly towards my asking of my withdrawal and tells me if I ask again that he will have to block me from live chat for abuse of Live chat.II dislike the fact that they are really good casinos out there with honest ratings and then there's casinos like bitstarz who use stall tactics and unprofessional and rude Behavior towards their players concerning their money. Then I go to email support and ask about the withdrawal process and couple other questions and low and behold I get a reply from [EDIT]. He proceeded to tell me that I can no longer ask about my withdrawal via live chat or via email otherwise I will be blocked. 15 hours later no news on my withdrawal I know where this is going so I play my 24mbtc that I was gonna withdraw and I will never go back to Bit Stars... Yet Betchain, Vegascasino.io and a cpl others never gave me any problems with withdrawal and are always professional. I have chat transcripts and the email I received. Also I would like my initial deposit refunded if at all possible. 2.4 mbtc considering the treatment I received upon being a new player and treated very unkindly and stalling on.processing my withdrawal. Also AFTER this complaint is resolved despite the outcome I would prefer to have my bitstarz acct deactivated
7 Responses
Hi TimmyN32,
Apologies for the delay here.
After a very extended conversation with the platform provider about this issue they have agreed that you should never have been allowed to sign-up. They've taken action to ensure that all players are asked for address information before they are allowed to deposit. They also tell us that they have now refunded all your deposits. Can you confirm receipt of this refund?
Thanks,
ThePOGG
I will check on refund now. Thanks for your help i will let you know.
No refund has been made. I believe they should be asking for a BTC address to send refund to. Also i have not been contacted by bitstarz casino.
Hi TimmyN32,
Can you provide a BTC address to send the funds to?
Thanks,
ThePOGG
Hi TimmyN32,
The operator has provided evidence that they have sent a BTC payment to your address. Can you confirm receipt?
Thanks,
ThePOGG
Yes i did recieve my deposit amount. Thanks, you guys are great!
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Agreement
TimmyN32 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
August 6, 2018
Hi TimmyN32 - welcome to ThEPOGG.com!
Unfortunately it's unlikely there will be anything we can do to help with this issue. We can only help with issues where you have a live balance. Where you have chosen to gamble with and consequently lost your balance there is no grounds for us to look for the operator to return your balance. Had you won rather than lost you would be looking to withdraw the funds or complaining to us that you were not being paid. What you're asking for is a situation where if you won you wanted to be paid and if you lost you want the losses refunded.
What we may be able to do is get your deposits refunded, as looking at this operator I believe you've been playing from a restricted country.
ThePOGG