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Bitstarz - Uncredited deposit

Ruling

Resolved - Both the submitting complainant and Bitstarz Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Bitstarz Casino Review.

Player's Complaint

Hello,

on 29.09.2021 at roundabout 4.22 a.m. i have deposited with an ecovoucher code: [EDIT] with serial: [EDIT] (value 100,- Euro) at bitstarz.com.

All was fine until finalizing. A message appeared, that there was an error and i should contact support. Value was not credited to my balance and the voucher is fully charged now.

Ecopayz says the code was credited to my bitstarz account and bitstarz says there was no deposit at 4:22 a.m.

Ticket number at bitstarz: [EDIT]

Ticket number at eco: [EDIT]

One min later i redeemed it unsuccessful at bitstarz.com with an error message.

I do not understand why it is so difficult to check payment operators account "dama" in the above mentioned timeframe. The deposit must be seen there.

The only thing they have to do is to connect it manually to my bitstarz account.

If you need more information, please let me know.

Read the casino review

18 Responses

User icon
thepogg
October 8, 2021

Hi dschungeltom - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 22nd of October let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
dschungeltom
October 12, 2021

Hi,

just for your information an email i received today from ecopayz/ecovoucher:

Dear [EDIT],

Thank you for contacting the ecoPayz Team!

Please be informed that, sadly, there is no answer from the merchant yet.

We have prioritized your case and are apologizing for the inconveniences you are experiencing.

Please feel free to contact us should you require any further assistance.

Best regards,

The ecoPayz Team

[email protected]

User icon
dschungeltom
October 14, 2021

Hello,

yesterday i received from ecopayz the message under their known ticket number:

13.Okt.2021, 10:11

Dear [EDIT],

We are glad to inform you that your funds has been successfully credited to your account with our merchant. 

Thank you for your co-operation.

Please feel free to contact us should you require any further assistance.

Best regards,

The ecoPayz Team

[email protected]

Because there are still no funds in my account, i contacted bitstarz under their known ticket number, in which all details are provided multiple times (Date, value, voucher details, etc) with the result of ecopayz's second investigation.

They wrote again this message which is similiar to their first reply after ecopayz 1st investigation:

[EDIT] Wed, 10/13/21 11:43 pm  

Hi there,

We have received feedback from the payments team and it is as follows.

"Unfortunately this screenshot does not provide any detailed information regarding the transaction. Please ask the player to provide the detailed proof of this deposit (showing the time, amount and merchant of the transaction)."

Once we have received the proof of deposit with all the necessary information, we will escalate it further for you.

Thank you for choosing Bit★Starz!

Best regards,

[EDIT]

Support Hero

The thing goes in circles and i do not know what to do to get my missing deposit credit at bitstarz, because after every reply they seem to forget the messages before although it is the same ticket number with detailed history (all written information in the past is attached in their own emails they sent, but they do not recognize it)

User icon
dschungeltom
October 14, 2021

Hello,

i received the following message this night with the same content. Although they have all details they write:

Ann Thu, 10/14/21 3:01 am  Hi there,

We have received feedback that the documents provider do not show the actual proof of the information needed for the payment provider to locate the transaction.

They require a document showing the following:

The amount, date and the merchant.

Please ask the payment provider to give you those details exactly as that within a document in pdf format.

Best regards,

Ann

Support Hero

User icon
dschungeltom
October 14, 2021

Hello,

this is my reply to bitstarz.com.

(There is nothing more i can do. Ecopayz says, the voucher was successfully credited to bitstarz and bitstarz says they do not find it because they have no details)

14. Okt. um 09:09

Hello,

once again you have all these data provided multiple times. We start this issue everytime from zero again, when there is a reply by you.

These are the facts:

Deposit time: 29.09.2021 at roundabout 4:22 - 4:24 am.

Deposit was done with ecovoucher with value 100,- Euro. Code [EDIT] with serial: [EDIT]. Code was purchased online at dundle.com at 4:22 a.m. on 29.09.21.

Value was credited to your dama ecopayz account but due to an error during payment process not connected to my account at bitstarz.

The deposit is not stated in my deposit history but code is fully charged by your payment operator.

There is nothing more to say or to check by me.

The only thing you should do is to check your ecoaccount at dama in the above mentioned timeframe, where the deposit was done and then credit it manually the deposit to my balance.

KR

TS

User icon
dschungeltom
October 19, 2021

Hello,

after three weeks of investigations there is no solution.

Ecopayz says, the ecovoucher was successfully credited to bitstarz. Email with ticketnumber was sent to bitstarz.

Bitstarz says, they can not find any deposit in their records on their servers.

It is clear that they do not find it in their statements because there was an error during payment process.

Instead of checking their ecopayz account at the mentioned timeframe they want me to provide an official document with payment details which is impossible, because of the failure i do not have a receipt.

All details were provided with code number, value and redemption time.

I do not know how to solve this issue, when bitstarz is not understanding the problem after multiple explanations.

User icon
dschungeltom
October 22, 2021

Hello,

until now there is no solution.

KR

User icon
thepogg
October 24, 2021

Hi dschungeltom,

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
October 26, 2021

Hi dschungeltom,

Please forward your communications with EcoPayz to [email protected].

Thanks,

ThePOGG

User icon
dschungeltom
October 27, 2021

Hi ThePOGG,

i have provided the sent and received emails.

Thank you for your effort in advance.

BTW, please remove personal data like name etc from this thread before it will be set to public.

KR

TS

User icon
dschungeltom
October 29, 2021

Hi ThePogg,

i have forwarded the todays reply of ecopayz.

The issue is going in circles again.

KR

dschungeltom

User icon
dschungeltom
November 2, 2021

Hi ThePogg,

i have forwarded the reply of ecopayz of today and my answer.

Again ecopayz says funds were credited, but at bitstarz there are none.

I do not understand why it is so difficult for bitstarz to check their ecopayz account in the defined timeframe.

KR

dschungeltom

User icon
dschungeltom
November 3, 2021

Hello ThePogg,

today ecopayz sent a proof of payment and requested to participate in my communication with bitstarz.

So i have put in the email of ecopayz support in the bitstarz ticket.

To simplify the whole communication there i have also filled in your complaint email adress.

So there you will find the proof of paymant as a PDF attachement.

I hope, this issue will be solved shortly now

KR

dschungeltom

User icon
dschungeltom
November 9, 2021

Hi ThePogg,

there is no reply of bitstarz in the meantime.

KR

dschungeltom

User icon
dschungeltom
November 16, 2021

Hi,

there is no reaction of bitstarz after providing the requested document.

After reminding them i got an answer that support has not received feedback from their payment team.

KR

dschungeltom

User icon
dschungeltom
November 18, 2021

Hi,

i received a further reply of bitstarz.

They are mixing different used voucher codes again and again and claim the voucher in question was used at 2:07am UTC.

I have sent them a proof that a different code was used at 2:07am UTC and the voucher in question is still uncredited.

All emails to bitstarz and ecopayz with all details i have provided to your service.

I can provide for a every single deposit in my deposit history the corresponding code.

The code in question and the corresponding code is definetly still missing.

KR

dschungeltom

User icon
dschungeltom
November 22, 2021

Hi,

after nearly two months issue is resolved.

I received the following message today:

====

Hello,

The payment provider has contacted us confirming that the deposit was indeed not credited.

You'll find the 100€ waiting for you on your account.

We thank you for your patience, and apologize for any inconveniences this might have caused!

Thank you for choosing Bit★Starz!

Best regards,

Eddie

Support Hero

====

Please remove all personal data in this thread before publishing.

Thanks for your effort in this case.

User icon
thepogg
November 24, 2021

Hi dschungeltom,

The operator has just informed us of the same. Thank you for your patience in this matter, it was challenging to resolve.

With regard to personal information - all information that could be used to identify a player is always removed prior to publication of any complaint report.

Thanks,

ThePOGG

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dschungeltom 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:

  • Bitstarz
  • Curacao
  • Direx N.V.

October 5, 2021

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