Withdrawal process was delayed, support gave incorrect information, and I lost trust in BitStarz
I want to share my experience with BitStarz to warn other players to be very careful, especially when it comes to withdrawals.On May 28, 2026, I requested a withdrawal of €1000. Instead of receiving a smooth payout, the withdrawal became delayed and unclear. Since I needed the money urgently, I contacted BitStarz support and asked if I could cancel the withdrawal and use a faster crypto withdrawal method instead.A support agent told me in writing that the cancel button in my account would not work, even though the button was still visible on my side. I relied on this information.The next day, on May 29, 2026, I used that exact same cancel button successfully. This proved that the information I had been given by support was incorrect.After that, I submitted a new withdrawal. Another support agent then told me that the funds were now in a manual payment process and that bank transfer was the only option, with a possible waiting time of 1 to 10 banking days. However, my account still showed the withdrawal as Pending, and the cancel button was still active.I have screenshots showing:1. The withdrawal was still marked as Pending.2. The Cancel button was active and available.3. Previous cancellations had already been completed successfully.Because of the delays, the confusing instructions, and the incorrect information from support, I was unable to withdraw the full €1000 when I intended to. During this process, my balance was reduced by €400.In my opinion, this is not how a serious casino should handle withdrawals. A player should be given clear, accurate information and should not be placed in a situation where the withdrawal process becomes unnecessarily confusing or delayed.I am now filing a formal complaint and have saved all screenshots and written communication.My advice to other players is simple:Be extremely careful. Take screenshots of everything. Save all emails and chat messages. Do not rely only on what support tells you if it contradicts what you can see in your own account.For me, this experience destroyed my trust in BitStarz. The withdrawal process felt unnecessarily difficult, the support information did not match reality, and I ended up losing part of the money I originally tried to withdraw.
