StarBets Casino - プレイヤーの撤退が遅れています。

Amount is 0.04851303 BTC. Starbets.io has had my withdrawal pending 'waiting for approval' for 6 days now. Their withdrawals are normally instant & are advertised as instant. I can't get any reply from support other than one email where the customer support person said "Sorry, my bad" and advised me to email '[email protected]' if I was going to submit a complaint to CasinoGuru. Please could you assist in getting a response & confirmation when my withdrawal will be processed? Thank you.

Dear nick909,

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 the 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, please let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi,

Please could you follow up on this - tomorrow is 2 weeks. There are no KYC issues, I've withdrawn smaller amounts several times before without issue. I get minimal, unhelpful responses from support who seem unable to get the withdrawal processed or get any update on the delay. My withdrawal is still on waiting for approval to be processed. Only disreputable casinos do this. Please could you help.

Hi - is there any update on this case? They still haven't processed my withdrawal & responses from support are unhelpful- just that their core processing team is not responding to them. Very worrying that it's 18 days.

Thank you for the update.

Could you please specify if you accumulated your winnings with or without a bonus?

What types of games did you play?

Hi - this was completely without a bonus. I played Aces and Eights video poker and won 4 8's (or Aces) twice. I then withdrew and that was refunded to my account without any support contact. I then played a bit more and won a royal flush. My deposit is shown below the withdrawal. Are they disputing paying out? No bonus was received or played.

They have event payouts (shown in the transaction list) paid in USDT after you play to the highest betters for the day - this is unrelated to any of my deposits or withdrawals.

Hi - is there any progress? Still haven't been paid - no reason provided & the same response copy pasted by support every few days. Worried they are rogue & won't pay legitimate winnings.

Thank you very much, nick909, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear nick909,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a StarBets Casino representative to join this conversation and participate in resolving this complaint.

Dear StarBets Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hi - still no progress on my withdrawal or any reason provided for month delay. It's still on pending 'waiting for approval'. No reply from support for a week, then received the same update today - that support haven't received a response from the 'processing team'. Could you please try to get a response from them? Would like confirmation winnings will be paid. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nick909,

I will try to contact the casino representative one more time outside of the complaint thread and extend the timer for an additional seven days.

In the meantime, do you have any news regarding your withdrawal?

Your patience is much appreciated.

Thanks Stefan. No response, update or reason provided. Still pending 'waiting for approval'.

Dear nick909,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru