BitStarz Casino - Hráč se domnívá, že jeho výběr je opožděn.

Hello Casino Guru,

First of all, I would like to say that I consider Bitstarz to be very reliable and I have always been satisfied so far. Great service and very fast payouts. I now only play on this platform.

I am aware that bank transfers can take 3-10 days.

Initially, I was suddenly unable to withdraw to my credit card. A reason for this has not yet been determined.

Then I chose a bank transfer. This happened on November 4th.

In the past, as soon as it was approved, it would switch to "Processed" within minutes/hours, and I would have the money in my account 1-2 days later. Perfect.

Now, I've been waiting for it to be transferred since November 4, 2024.

The response is always similar; I'm told to be patient. They don't know why it's taking longer this time. They've contacted the payment processor, but there's no response yet. I have the email communication.

I am a really loyal customer of the casino and for the first time, I find this unsatisfactory. In the future, I will probably only deposit with crypto. I can't understand why it now takes so long to trigger a standard IBAN withdrawal. It has always worked perfectly in the past.

Maybe you can help mediate, that would be great.

If the matter is resolved quickly, the complaint can also be deleted.

Hallo Casino Guru

vorab möchte ich sagen, dass ich Bitstarz für sehr seriös halte und bisher immer zufrieden war. Super Service und sehr schnelle Auszahlungen. Spiele inzwischen nur noch auf der Plattform.

Mir ist bekannt, dass Bank Transfer 3-10 Tage dauern können.

Zuerst war es so, dass ich plötzlich nicht mehr auf Kreditkarte auszahlen konnte. Ein Grund konnte bisher noch nicht ermittelt werden.

Dann wählte ich Bank Transfer. Dies geschah am 04.11.

In der Vergangenheit war es immer so, dass es sobald genehmigt wurde, es innerhalb weniger Minuten/Stunden auf „Processed" schaltete und ich 1-2 Tage später das Geld auf meinem Konto hatte. Perfekt.

Nun warte ich seit dem 04.11.24, dass es überwiesen wird.

Es heisst immer ähnlich, ich müsse mich gedulden. Man wisse nicht, warum es dieses Mal länger dauert. Man hat den Zahlungsabwickler kontaktiert, aber es gäbe noch keine Antwort. Der Email Verkehr liegt vor.

Ich bin ein wirklich treuer Kunde des Casinos und finde es das erste Mal nicht befriedigend. In Zukunft werde ich wohl nur noch mit Krypto einzahlen. Kann nicht verstehen, warum es so lange nun dauert, eine gewöhnliche IBAN Auszahlung auszulösen. Es hat ja in der Vergangenheit immer super geklappt.

Vielleicht könnt ihr vermitteln, das wäre toll.

Wenn sich die Angelegenheit schnell klärt, kann die Beschwerde auch wieder gelöscht werden.

Dear Chris85ZH,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good morning… I keep being told that there is no update yet.

I don't understand it at all,

Bitstarz is known for the fact that everything normally runs quickly and reliably. No update for days. Again: The payment was approved. But it just isn't transferred. This ALWAYS happened on the same day after approval ("Processed"). Now four days have passed...

It's frustrating 🙁

Guten Morgen… Ich werde immer wieder vertröstet, dass es noch kein Update gibt.

Verstehe es null,

Bitstarz ist bekannt dafür, dass normal alles schnell und seriös läuft. Seit Tagen kein Update. Nochmals: Die Auszahlung wurde freigegeben. Aber sie wird einfach nicht überwiesen. Das geschah nach der Freigabe IMMER („Processed") am gleichen Tag. Nun sind vier Tage vergangen ….

Es ist frustrierend 🙁

A week has passed... No transfer, nothing. Further email correspondence can be provided upon request.

Eine Woche vergangen… Keine Überweisung, nichts. Weiterer e-Mail Verkehr kann auf Wunsch vorgelegt werden.

You can delete the complaint.

I received my money.

According to Bitstarz, there was a system glitch during the withdrawal process. After it was resolved today, I had the money on my credit card within minutes.

Sie können die Beschwerde löschen.

Ich habe mein Geld erhalten.

Lt. Bitstarz gab es eine Systemstörung während des Auszahlungsprozesses. Nachdem es dann heute geklärt wurde, hatte ich das Geld innerhalb weniger Minuten auf meiner Kreditkarte.

Dear Chris85ZH, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru