Bitstarz payment problems

x500Smokey

Newbie member
Joined
Dec 4, 2022
Location
Malta
So it all started with my first withdrawal that was pending due to me being unverified.
I provided the requested documents (POI/POA/CC/BS) the CC got rejected as i did not sign the back of it, I informed them that I currently dont have a pen that would stick to the card and asked if I could provide a bank statement instead that shows an incoming transaction to Bitsatz from that card, they responded that this would work.

It then got rejected and they informed me that they do not process withdrawals to Revolut, which I know is true so I asked for other option and later on provided my Swedish bank account, this got rejected and i got informed to provide a Maltese bank, I got right back to them and informed them that i do not have a Maltese bank account and would not go through the trouble of opening a brand new bank account solely for a casino WD of 250 EUR.

There is absolutely no other option that this they said, later on i asked again how we could work this out so one of the CS agents asked the payments team again, they asked "What other payment options do you have? BNB, Skrill, Neteller?" So I said BNB binance and they instantly said no it has to be fiat (why even ask then). So now I have to provide a picture of myself close to a store or bus stop here in Malta and provide this, I have not been told what solution there is for my WD.

I am working as a PR analyst myself and have never heard of this... IDN2F yes, but this was something new.

Any ideas what I could do?

Thanks,
 
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maxd

PAB (Complaints) Manager
Staff member
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For one you can try contacting the casino rep from our iGaming reps page. @BitStarz is a good rep and generally quite responsive.

If a rep unresponsive or unable to resolve your issue then you're welcome to file a formal complaint using our Player ArBbitration (aka PAB) service. That process starts here: Submit Your Online Casino Complaint - Casinomeister

If you do proceed with a complaint please don't skip the step regarding reading the PAB Policies & Procedures (P&P). The P&P are essentially the Terms & Conditions of the PAB service and describes what you can expect from us and what we expect from you during the PAB process. If you don't read the P&P you'll likely make mistakes that could stall, damage or kill your PAB.

If you have any questions or concerns please don't hesitate to ask.

Regards,
Max Drayman, Player Arbitration (PAB) Manager, Casinomeister.com
 

x500Smokey

Newbie member
Joined
Dec 4, 2022
Location
Malta
Hi guys.

@maxd thanks for tagging me.

@x500Smokey any chance you can provide your Bitstarz username so I can have a look? Feel free to PM too :)

Bear in mind I'm in SEA, just so we're aware of time differences. But will look into this as soon as I get your username.

Olle
Hi Olle! @BitStarz

Thanks for your reply,

x500skyz is my username, please have a look :)
@maxd thank you very much as well!

Thanks,
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi there,

Thanks so much :) I'll have a look first thing in the morning if that's ok? Getting closer to midnight here.

Don't worry, there's always a solution and no, opening up a bank account for the sole purpose of getting your funds is pretty crazy :) sounds a bit too far.

Meanwhile, do you wanna put some limits on your account or something until I have a look at it tomorrow morning? I just wanna make sure you don't gamble away the funds or anything.

Hang in there, we're gonna figure this out :)

Olle
 

x500Smokey

Newbie member
Joined
Dec 4, 2022
Location
Malta
Hi there,

Thanks so much :) I'll have a look first thing in the morning if that's ok? Getting closer to midnight here.

Don't worry, there's always a solution and no, opening up a bank account for the sole purpose of getting your funds is pretty crazy :) sounds a bit too far.

Meanwhile, do you wanna put some limits on your account or something until I have a look at it tomorrow morning? I just wanna make sure you don't gamble away the funds or anything.

Hang in there, we're gonna figure this out :)

Olle
Hi,

This was great to hear Olle!

No need for limits, I wont be gambling until this is solved.

Thanks again and lets hope this get solved tomorrow.

Regards,
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi there,

Cool! I had a quick look this morning.

I think the issue with Revolut withdrawals for the longest time was because the bank was via Lloyds TSB, which is a UK bank. As we don't have a UK license, I think that made it tricky with the transfers. If I'm not mistaken, they go via Lithuania now, so we can give a shot sending the funds there :)

I think they're looking for some missing docs though. You mentioned you didn't have a pen that would make the signature stick to the back of the card, but yeah, might be good to try to find one to be honest. After all (and forgive me for not being a payments guy), a card needs to signed prior to being deemed valid. I think most cards have the text "Not Valid Unless Signed" on the back.

So, if you can sort that out, that'd be awesome and we can start looking at all WD options :)

Olle
 

x500Smokey

Newbie member
Joined
Dec 4, 2022
Location
Malta
Hi there,

Cool! I had a quick look this morning.

I think the issue with Revolut withdrawals for the longest time was because the bank was via Lloyds TSB, which is a UK bank. As we don't have a UK license, I think that made it tricky with the transfers. If I'm not mistaken, they go via Lithuania now, so we can give a shot sending the funds there :)

I think they're looking for some missing docs though. You mentioned you didn't have a pen that would make the signature stick to the back of the card, but yeah, might be good to try to find one to be honest. After all (and forgive me for not being a payments guy), a card needs to signed prior to being deemed valid. I think most cards have the text "Not Valid Unless Signed" on the back.

So, if you can sort that out, that'd be awesome and we can start looking at all WD options :)

Olle
It does not say anything on my card that it needs to be signed, but I have signed it now!
(Personally, I have never declined a card that is not signed)

They are also missing a selfie next to a store, no way in hell that i am going to provide that.

Thanks olle please have a look again.
 

dunover

Unofficial T&C's Editor
Staff member
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Just a warning to UK players - Revolut is NOT covered by UK banking guarantees so your funds aren't protected and refundable in the case of collapse or fraud as they aren't licensed here although you can use them:

You do not have permission to view link Log in or register now.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Just a warning to UK players - Revolut is NOT covered by UK banking guarantees so your funds aren't protected and refundable in the case of collapse or fraud as they aren't licensed here although you can use them:

You do not have permission to view link Log in or register now.
I just read that - it didn't have much to do with Revolt, it's about a woman who fell victim to some phishing scam. Revolut even sent her email alerts. So I don't know why they are pointing a finger at Revolut. And everyone should know it's not a bank, like Neteller, Skrill, Paypal, etc., etc. If she had read the terms, she would have seen that. But it was a phishing scam - not a revolut scam.
 

dunover

Unofficial T&C's Editor
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I just read that - it didn't have much to do with Revolt, it's about a woman who fell victim to some phishing scam. Revolut even sent her email alerts. So I don't know why they are pointing a finger at Revolut. And everyone should know it's not a bank, like Neteller, Skrill, Paypal, etc., etc. If she had read the terms, she would have seen that. But it was a phishing scam - not a revolut scam.
I know, but banks and financial entities under UK regs generally refund scammed money.
 

Casinomeister

Forum Cheermeister
Staff member
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I know, but banks and financial entities under UK regs generally refund scammed money.
Eh - not so sure about that. A few years ago I was scammed via airbnb - even had the account number at a Barkleys bank in Birmingham AND a police report. Nada - nothing. Not even an eff u email response. So maybe "generally" but only if they have to.
 

x500Smokey

Newbie member
Joined
Dec 4, 2022
Location
Malta
Morning,

Quick update, my withdrawal got paid out and I did NOT have to open a Maltese bank account😅

I don't think this would have been solved this smooth without Olle from Bitstarz, I only signed the back of my card as requested, but did not have to provide the documents mentioned above.

Olle gets 10/10⭐
Bitstarz gets 7/10⭐

Thanks,
 
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