BitStarz Casino Support and Complaints Thread

Hi there,

I'm not sure if I agree with the statement that we're "taking" players deposit. It's like your local Wal-Mart is taking your money because you go shopping there. You as an adult make a decision to spend your money as you please, and you volontairly make a deposit at a casino, nobody is forcing you to do so. 

Second of all, would love to get some more information about the claim that we give players a hard time for verification. Maybe you can let me know what your username is so I can look into your account.

Olle

BitStarz

I defs got sucked in by a bitstarz bonus. I was denied the welcome spins etc because of the IP catch. The only thing I can think of is that the person who recommended bitstarz to me used my wifi when we were hanging out.... that or the website wouldnt actually load  on my phone the first couple of times I attempted to sign up so switched to my computer? However it was never a problem again. I've seen that situation echoed over various gaming forums. Im just glad I only missed out on a welcome bonus- would have been right off it if it was brought up when trying to withdraw a large sum. 

Hi there,

When you say that you got sucked into BitStarz because of a bonus, is that implying that you on your own free will making an account to play in the casino being our wrong-doing? :) I just wanna make sure so I don't misunderstand anything.

I'm not sure of any casino that allows people to take multiple bonuses on the same IP, I believe it to be one of the most
standard of rules in a casino's TnC's, and these are also rules that you agreed to when making an account.

As for the rest of your account activity, I can see that you made a deposit today and that we've cashed you out over a thousand dollars, so I hope that means you're still enjoying our casino. 

Olle

Deposited on bitstarz. Ran up balance and finished playthrough. Requested withdrawal of $917 USD. 

They are saying i violated bonus terms because I used bonus buy twice. Minimum bet bonus buy should not violate terms as I have done this on other sites with no issue. The bet size for every spin of the bonus buy was within terms and conditions. 

Please look into this. 

U2slimshady 

Hi there,

I looked into your case and the chat you had with support. 

You did not get any funds deducted for getting the bonus twice, but you did for violating the bonus terms by betting over the max bet limit. Just because that's not a term in some casinos you've played at, doesn't mean it's not a term in other casinos. The max bet with bonus still remains quite a common bonus term today.

"12. Until the play through requirements have been met, the maximum bet that can be placed is 5 EUR/GBP/USD/CAD, 50 NOK, 0.01 BCH, 0.01 ETH, 1,000 Dogecoin, 0.1 LTC, 20 PLN or 300 RUB. When it comes to Bitcoin players the maximum bet is 1 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black."

You bet up to 0.026 BTC on Yak, Yeti & Roll with your third deposit bonus, which is over 100 dollars. If you check your betting history on your account you'll be able to find that game round. If not, I'll be happy to PM it to you.

Olle

I didnt bet that on a single spin. That's what it cost to buy the bonus which played out at below $5/spin. Should be ok per terms. You should state in rules if you buy a bonus you will void winnings. I played at the min bet of 20 per spin. Not sure what that equates to in dollars but I'd imagine it's less than $1 per spin.

Hi there,

I don't like publicly displaying account activity, but I've censored your email address so I hope that's ok. Here's one of the game rounds in questions where you for example bet 0.026 BTC on Yak Yeti and Roll.

https://www.screencast.com/t/AnWYqYMCt3gd

Olle

As you said, I made a deposit that day... and every other day I possibly can. Clearly, you can see I dont mind a poke at Bitstarz. Its my favourite casino by far. I think the IP thing is warranted although in my case ridiculous since i know for a fact im the only one who has attempted to claim it using this IP. The only other thing I can think of is someone using a VPN has claimed it, in which case I still find it ridiculous that I missed out. However, the fact I still deposit there daily is a testament to how much I enjoy the Bitstarz experience. I should have made it clearer that I was being a bit facetious/light-hearted when I replied to that other post :)  

PS thank you for highlighting the poor ratio between my deposit/withdrawals. Even this month- deposited $700 and withdrawn $100. Sigh. I think its time to reevaluate my relationship with online casinos in general haha

PPS that said feel free to throw me some free spins to make up for my missing out on the welcome bonus, my loyalty to bitstarz and for being an allround legend ;)

Hi there :)

I'm glad we're your favorite place to play, but as you know, we cannot control the games, and neither would we wanna do that as it would take the fun out of gaming.

Well, I think it's important you play for what you can afford, and if you're feeling that you're playing for more than you want to spend, I recommend maybe giving up casino, or at the bare minimum make sure that you use our wager/loss/deposit limits on site so you can more easily budget your spending :) 

As for bonuses, you know that a bonus is never far away when you play with BitStarz!

I wish you a fantastic day with many big wins :)

Olle

thanks olle youre a good egg. til next time

I try to be! :) thank you so much!

erm 48 hours for payment processing??? why so long? james told me yesterday that only waiting fo payment provider to send monies to me? that was 36 hours ago?

Hi there :)

The processing of payment is within 10 minutes on average. Is your account verified? Is it a bank transfer? :) if you can let me know via a PM or something :) that'd be great.

Also, bear in mind that if it's a transfer to your card can take a few business days to arrive in your account.

Olle

I just wanted to say thanks for being one of the good guys out there.  I really love your casino and I play there all the time and have never had anything but a great experience.  Thanks again for being an honest and fun place to play.

soa022681

• I deposit yesterday bitcoin worth about 5$,minimum deposit is 1$ in bitcoin. Payout was confirmed in my bitcoin account but not appear in casino. Support told me that minimum is bigger than i deposit because my account is in euro so they took money and i lost money on that way.
• Account username perobar

Hi there!

I was reading through the chat you just had with support.

On the deposit page, it's clearly stated what the minimum deposit is for the given payment method. When you selected EUR as currency and made a BTC transfer, you could see that the minimum deposit for that conversion is 3 mBTC. Please see the screenshot here: https://www.screencast.com/t/T2Od8CLrt79p

That is displayed on your deposit page when you make a deposit. Any deposits below that will not go through as our payment provider does not handle conversions below that amount.

I would clearly like to point out that we don't have the money either. As mentioned, our payment provider does not accept transfers below the stated limit, and that's why we put the minimum deposit limit message where you make the deposit, and it's very important that you acknowledge that. 

The support agent was very patient in the chat you had with him, and explained very calmly the situation, but when you didn't get the answer you were looking for, you said you will make complaints. Fair enough, I understand
that you do not wish to lose a deposit, but it's important to realize the obligations you have to follow the instructions given to you, especially when we have a message displaying what the minimum limit is.

Furthermore I'd like to point out that we don't have the money either as once more, our payment provider does not accept conversion of BTC to EUR that small. So neither of us are winning here.

Although I sympathize with your situation, I also think it's important to be aware of the minimum deposit limits.

Olle

So i didnt get back money, you dont have, so its disapeare? How would i know that in euro account is not that minimum deposit? 

I didnt have luck with you, in 2016 you deleted my winnings over 200euro, you always find a way to not pay. Congrats to you and your rules. And sorry for bothher your support 

Hi there,

As mentioned, if you deposit lower than the minimum deposit for EUR conversion, our payment processor does not handle that low of an amount. My assumption would be that the conversion and processing of that aproximately 5 dollars would probably be more expensive than what it's worth, especially due to the fluctuation in price of BTC. Hence we have the minimum deposit in place.

To your second question how you could know that there was a minimum deposit. I'm not sure if you had a look at my screenshot above, but it's a screenshot from the deposit page of your account at BitStarz. At the top right corner it says: Minimum deposit 3 mBTC. So that's how you could have known that the minimum deposit is 3 mBTC for this conversion.

Back in 2016 when you played here last, you were betting over the allowed limit with bonus money. This rule is very common across pretty much all casinos. With that said, you only made 1 deposit of 19 EUR at BitStarz and cashed out 40 EUR. Hence, in the end, you managed to double your money. Therefore, your theory of us doing what we can to not pay you isn't very accurate in my eyes at least.

As a player, you have an obligation to follow the rules of the site, and if they're broken, we might have to enforce the terms we have in place. 

Olle

Oh Thanks for that 40, you was very great. I just upload and you can see min deposit 

Hi there,

Once more. Your screenshot attached is when you deposit BTC into your BTC account. That is the screen displayed when you have BTC selected as your currency, and send money to that specific BTC address.

Now, you selected EUR, and sent to your EUR balance in BTC, which is where the screenshot that I sent come from. I think it's a bit disingenuous to ignore the screenshot that was actually displaying on the page you deposited on, and deliberately pick an irrelevant screenshot from the BTC page to make it look like you didn't do anything wrong.

I think I've done my best to be sympathetic to your situation, and point out what happened here, but it's a bit hard when you won't admit to any wrong doing what so ever. 

Olle

I was first time deposit with bitcoin, so thats all my fault. It seems that you are good scholl to learn on "mistakes". I play on almost all Direx casinos, exept blacklisted(maybe ill see you there) but ill never play in your.

 coo coo ca choo 

ollie could you please shed some light on wtf just happened over at bitstarz...

so i was playing my 10 free spins on ancient giants and won about $8. I somehow, by way of a miracle, played that up to $500 at one point and cleared all the requirements. So I was going to withdraw the allowed $100 once I'd played the other $400 down. I was excited by the risk-free spins so that i could find new games, and see which ones paid well with higher bets for the next time i won with my own monies aka money that didnt have a max cashout. 

so i was playing 88 great 88 and a notice came up saying player not allowed or something along those lines and boom i was logged out and account disabled. Logan denies the account was ever disaled however i hve a screen shot that shows it clearly was. then i was sallowed back in anddddd there as only 100 dollars in my account. Customer support wont help me. Logan said that I had received and email and continues to quote terms and conditions. There is no email. 

Not mad ollie, just curious...

Hi there!

So, I had a look in your account, and the money you speak of was derived from the no deposit bonus you receive, which is the second chance free spins, not your own deposited money. Hence the extra was deducted and you cashed out the 100 dollars which is now pending on your account.

So as you mentioned, you won 500, then you were deducted back to 100 as that's the max cashout for that bonus, so I think you answered your own question :) am I missing something perhaps?

Olle

yes, usually with bonus wins i am able to play the 500 down to 100 and then withdraw- or not, quite often, to the benefit of bitstarz i end up playing through that 100 and not withdrawing at all. this allows me to "practice" a bit. Find new games and explore the casino somewhat. However this tme around I was mid-play, was logged out, account disabled and money just deducted. No explanation or real reasoning. Bitstarz ensured that I actually request the withdrawal so thts a plus however i was enjoying playing around in the casino doing some bigger bets to see what the wins would be like (nothing crazy just ones that i cant normally afford to be betting regularly). I was making a mental note of which games to return to when i inevitably deposit the majority of the cash received from this win back into the casino. Training, you could say. 

Was just a very random occurrence and everyone keeps saying its the max withdrawal so thats why the money was taken. And yes, that usually happens but only once ive requested the withdrawal. Bitstarz has removed any agency i may have had to decide when and even if i wanted to withdraw anything and i cant see the rationale behind not wanting me to play at the casino. It would benefit bitstarz too, i would think, since if i did happen to win there was no way i could withdraw said wins. 

Hi there,

Right, so what you're saying is that you knew you would be deducted to 100 eventually but you wanted to use the balance to try new games? I understand, but in that case, I think it would be better to use the practice mode :)

The reason why we would like to deduct it as soon as possible is first of all because you're limited to 100 dollars anyway, so winning more is not going to allow you to withdraw more. Also, if you'd win 40 000 dollars in one spin, I don't think it would feel great if we had to deduct that from your balance because of the max cashout.

Second of all, when you lose the 400 dollars back to 100 dollars, we still have to pay royalties to the game provider for that loss, so it doesn't help either of us to lose the balance back. I hope that makes sense :)

So, the games are not any different in practice mode, so I would suggest if you wanna try new games, try it with fun money and see if you like it :)

Olle

I just had the same issue as some previous people appear to have had with Bitstarz, because they just increased their minimum deposit limits and the amount I have deposited today was "stolen".  I'm disgusted with the support rep Sean and its pathetic attitude and total lack of customer service skills. 

In the past everytime I have had an issue, they have gone above and beyond, and I have always been grateful to them.  I left them excellent reviews everywhere.  This is one of the first real deposit issues I have ever had with bitstarz and it seems multiple people are having the same issue and they are not making things right.

How hard would it be to make the minimum deposits in red, or send everyone an emails letting us know that the minimum deposit amounts have changed?  Or send a notification on when you login?  How hard would it have been to issue a bonus to make me happy since I just lost some coin? But sadly none of that happened.  Sean had a terrible attitude of basically telling me my business was not wanted by Bitstarz.

There appears to have been some sort of change at bitstarz support and they have lost my business until they fix it.  The old support was amazing, they truley were!  Damn morons in support now as far as I'm concerned who should definately not be in casino.  Going to wait for a reply from the rep, and if (s)he does not resolve it propertly, I'll update my reviews letting people know how bad their customer service is now that is has changed, and then go and do the same everywhere else I can.

Hi there,

I do sympathize with the fact that money that you sent to your account didn't show up, of course I do. With that said however, we have displayed the minimum deposit limit in multiple places (including the deposit page) and the $1.8 USD equivalent you deposited is below the 3 dollar USD limit on Dogecoin that we have in place. Any deposit below this limit will not reach us, and is costing the payment processor more to process than actually crediting, that's why we have the minimum limit in place. 

We can always argue about where operator responsibillity ends and player responsibillity kick in, but even if we would email everyone about this, and display it in more places, there would still be complaints as the one you're submitting here today. Thankfully, we rarely have these issues (although we've had two now in short periods of time).

I mean this with all due respect, but we try to point this out, and it's not like we sit here with your 600 Dogecoin and glout in your missery, we don't have the money either. So neither of us are winners here. Now, to your concern about the poor service, I kindly ask you to elaborate as to what part of the service you were not satisfied with. I don't see the chat agent being rude when he was pointing out that we had a minimum limit in place (in my honest opinion), perhaps a bit short in his replies maybe, I'll give you that.

Then again I see you calling the support agent both "stupid" and an "asshole", so perhaps it's a bit hard to be extra sympathetic, we're all human after all. I'm not the person to make a fuss over 1.8 dollars, I would have happily given you the money, but after reading how you personally attack the staff with profanity, it doesn't really encourage me to give you money out of my own pocket.

The guys on support are not robots, they're guys sitting next to me at this very moment. They're not bad people, and deserve to be treated with respect as well. It goes both ways.

Olle

I dont like the way you downplay Seans actions but at least you admit to saying the support agent was "short".  That means he was "rude" at least compared to the amazing old support agents at Bitstarz, who were always warm and friendly.  At least you agree to that part of it, which is why he got the response I gave him.  And the only reason I insulted him, if you look at the chat transcript, was because he basically told me to fuck off and that he doesnt care about my business when I told him I would report on him.  Your support reps did not once apologize for the issues Bitstarz has created with these new limits, or make any attempt whatsoever to make things right. 

After all, 10 days ago I deposited 695 Doge and it was credited to my account right away.  Today the minimum deposit is 1000 doge.  There was no warning today when I went to make the deposit of 600 Doge.  In fact, the minimum deposit notice is in a light grey color which on a white background and its way too tiny too.  These facts make it very hard to read and not noticable at all.  So admit to your mistakes, and make things right.  I dont want your damn money back. I want you to resolve the issues so even more people dont have the same problems as me and other people are having right now because of something your casino broke.

Hi there,

You're free to interpret a conversation anyway you please, so I'm not holding that against you, it's your right to do so. But when looking at the conversation, I struggle to see anything what so ever said by him that would justify the profanity you personally directed towards him. 

Once more we can argue who's fault and who's responsibility this is. But if we put out a minimum deposit limit that is also stated on the deposit page, and you deposit below that minimum amount. I think a person would also reflect over his responsibility in this, and not completely shift the blame on anyone else.

Olle

You changed that minimum deposit limit and didnt let anyone know.  I've deposited small amounts many times before and so I never look at the minimum deposit limits which are too tiny to see anyways.  And the small amount I have deposits have always been credited to my bitstarz account.  Thats the issue I I have with you people, you CHANGED it, and gave no warnings and took no responsbility for your own errors.  Plus if you look at your font sizes the minimum deposit warning is in the smallest font on the screen.  Take responsibilty when you change something and it causes issues for your customers.  Let people know by changing the tiny text for the minimum amount and making it red or smething before more people get their coin stolen by the payment processor you have.

Hi Simple222,

Even though you are welcome to leave your opinion and share experience regarding certain casino, please have in mind that profanities are not allowed on LCB forum. Thank you for understanding.
The Casino Representative has kindly answered your question here on the forum and the fact is that the casino stated the (updated) info on their deposit page. Therefore, the information is completely transparent and visible to players.
For future reference, we would kindly advise reading through and getting familiar with all the important details first as it is a part of a personal responsibility. 

BITSTARZ has scammed me out of thousands of dollars after I had initially requested self exclusion due to gambling problems for a 3 month period.

My account should have been closed immediately but they had still left my account open allowing me to deposit and lose tons of money.

I then asked them why my account is still open and provided them with a screenshot of my exclusion request and yet still they refused to close my account.

The support agent then started to behave like a typical fraudster would,by trying to find fault in others when the error was in fact due to their own oversight. The agent requested a screenshot from my sent items which I provided and thereafter they just ignored my emails and till this day I have not received any response.

Please see attached initial request and kindly assist me in getting my losses back after the self exclusion request was made.

Please see attached proof of exclusion and kindly request my account history from them as they are not responding to me.

Username at bitstarz: umeshd

I had won 25mbtc from a cashback bonus only to be told that max withdrawal is 5mbtc.

I requested a withdrawal of 25mbtc and it was declined and 5mbtc was returned to my player balance without my knowledge.

I was playing an online slot and lost.

I was shocked thereafter when I saw that my withdrawal was declined and the 5mbtc that was returned to my player balance was played out.

Please see attached screenshot of the max cashout which is clearly 25mbtc and how can a casino return 5mbtc to a player balance while they are gambling and not checking their balance all the time.

Please see attached screenshot with regards to max cashout from bonus and kindly assist me in getting the 25mbtc paid out to my wallet as I believe that I am due that money.

Thank you for your assistance.

Hi JaiHind1081,

We've emailed the Casino Rep regarding your case. Keep an eye on this thread for the updates. 

Thank you Tania for the prompt response.

This forum gives hope to players like me and I am truly grateful that we as players have a platform such as this to voice our concerns as I truly believe in a fair and just system.

I will keep my eye on this post and have a great day further.

Hi Jan,

Great to hear from you, and let me see if I can try to clear up some things :)

I was a bit confused at first, and then saw that this is a case from 30th of June, last year, in 2018. Would be fantastic if you could confirm that for me, but as far as I can see as per the chats with our support, but also in your screenshot here, it says 30th of June 2018.

So, we change the maximum cashout sum from free bonuses as part of the fluctuation in BTC value, as 0.025 BTC a couple or 3 years ago is very different from what it is today. So I assume you're looking at perhaps today's terms and conditions, which perhaps was not very relevant over a year ago when you had the case :(

As for the money being returned to your account and you playing for the funds, it is very unfortunate, but we did send you an email to inform you about he funds coming back to your account, and I'm not sure exactly how we could have done it better. Perhaps you have an idea on how we can improve in terms of notifying the player better. I appreciate all feedback :)

Regards,

Olle

Dear Bitstarz,

I had requested a withdrawal of 25mbtc which was declined and 5mbtc was returned to my player balance.

I was not aware of the 5mbtc being returned as I dont know about you,but I am not permanently logged in to my email and did not see that email in time to realise that I was actually playing with the funds that were returned as I had requested the withdrawal and continued to play with my remaining balance.

I did not keep on eye on my balance all the time and only when I logged out of the game had I realised that all my funds were depleted.

That 5mbtc should have atleast been paid out without returning to the player balance.

I have checked the terms last year and the max cashout was 25mbtc and this should have been paid.

Can we reach an amicable solution here and payout the requested amount as I honestly did not know about the funds returning to my balance as I requested the withdrawal based on the terms.

2) Could you also address the self exclusion query raised. I have included the details on this same discussion.  Please advise.

3)Thank you for atleast hearing my side of the story as the chat agents were blatantly rude and I can post the chats I had with them on this forum.

Is this casino assisting with this query JAIHIND1081?

Hi All,

Just some feedback here,

My account was disabled by LCB for no apparent reason.

Its clear that some forums protect these fraudulent casinos due to the kickbacks they receive from them.

I am not accusing anyone if foul play right now but I need an explanation as to why my LCB account was disabled after I had raised a complaint against bitstarz.

I need the bitstarz casino rep as well as LCB to assist me in resolving this matter instead of disabling accounts etc as this is not going to away easily.

Kindly assist me in resolving this matter today!!

The LCB acc that was disabled is JAIHIND1081.

Looking forward to hear from you.

@JaiHind1081 - We've been informed by the casino that the email you attached as a screenshot has never been sent to them. Moreover, they have provided us with all other necessary information that supports their claims regarding your case. Therefore, we consider this case Closed. 
 

Please be advised that opening duplicate accounts on LCB forum for the purpose of making false claims is strictly forbidden and will not be tolerated. 

Please be aware of the previous note posted by our Admin: 

"@Umeshd please be advised that LCB complaints service is NOT to be abused this way and certainly we do not offer platform where you can publicly try to damage casinos reputation by posting false accusations in order to force them to pay when in fact there is breach of T&Cs and fraudulent behaviour."

This casino's standards have certainly deteriorated over time.

The live support is horrendous and the bonus wagering requirements are very high and virtually impossible to complete.

I have had a few decent wins initially but have had a few very bad sessions whereby I did not even win anything for 200-300 spins which made me question the integrity of this casino.

Its impossible to have slots not even pay u the small amounts for 300 spins.

I firmly believe that this casino should not be rated highly at all and I have a feeling that certain reviews are just put there to fool people into playing here.

I certainly believe that there are many better casinos out there!

Hi there!

Thanks for your feedback :)

As far as the wagering requirements go, I think the highest we have is 35x. I'm sorry if you find that to be high, but I don't think I'm totally off when I say it's pretty much the standard as far as rollover goes :) 

When it comes to the luck on the games, I'm afraid that's also something that neither casino can have any control or impact over (if they are licensed that is). 

With that said, I'll always respect your opinion and wish you the best of luck in whatever casino you wish to play at :)

Olle

I had registered an account with bitstarz wagered the new player free spins and my account was closed just based on comments made on live chat.

They had closed my account and stolen my winnings.

This is the response I get from the agent who was Chris in this case..see attached screenshot.

This is so sick!

Hi there

Hi there,

I was reading through the chat you had with us, you claimed to be suffering from gambling problems. Hence, we have an obligation to close your account down immediately. No deposits were made by you at BitStarz, hence none of your own money has ever been confiscated in the casino.

This is also a question out of my own curiosity, so you'll have to pardon me for being blunt. But you opened an account with us today, played the free spins, and within a couple of hours from opening the account you realized you were addicted to gambling? 

Furthermore, your account details entered doesn't match with the details on the Proof of Address you sent in, which is in itself also a breach of the terms of use.

Kind Regards,

Olle

Dear Olle,

My account was closed due to comments made in live casino that I was poor etc.

I did not mention any gambling problems etc.

The bonus was wagered and part of my cash balance hence it does not belong to the casino anymore.

I had spent hours wagering that bonus and my time is money.

I do not mind providing you with the proof of address that match my account.

It is clear that even if a person wants to close their acc due to gambling problems or whatever reason,the cash balance should e paid over to the wallet address provided.

Please pay the cash balance to my btc address as follows and we can close this matter:

1EuP89cr2SdnrYtCgTwAHvfwt6uuTQzsMn

Thanks

Hi there,

Well, you have to try to level with me here. When someone says they're poor, etc and we get some info from evolution that we need to look into the comments of a player because they're concerned. It's very important that we act upon it.

We don't take gambling problems lightly, and if someone is making comments hinting to potential gambling problems, we need to act upon it as part of our obligations as a licensed operator.

Olle

Hi Olle,

My question remains:

A poor person does not automatically have gambling problems.

When will my cash balance(not bonus balance) be sent to my btc wallet?

If my account has been closed due to being poor (which is against the law) then my cash balance or whatever funds are in my account should be sent to me upon closure of the acc.

Can u send my remaining funds to the Wallet address given or do I have to raise a fomal complaint?

Hi there,

We as a casino doesn't just have the right, but also an obligation to close a player's account if we deem that person to have gambling problems. As you might understand, it's a distinction that we have to make as it's our responsibility to prevent potential problem gamblers from playing.

You didn't lose any of your own money at BitStarz and never made any deposits. On top of that, you breached the terms of use by entering incorrect details on your account. Thus, I don't believe any money is owed to you.

Olle