BitStarz Casino Support and Complaints Thread

Your terms are clear:

3.5 Bitstarz.com reserves the right to refuse to register an Account or close Your Account. However all virtual funds within Your Account will be returned and all contractual obligations already made honoured.

All virtual funds must be returned to the player.

I had wasted 4hours of my times wagering a bonus and my time equates to money.

The account was closed by your staff and  would have deposited should my account not have closed so abruptly.

That money was part of my cash balance so please do not harp on the bonus as that was wagered and I spent my time in it and would have deposited in which case my deposit + the cash balance was withdrawable.

I have also resent the documents and no terms were breached.

Now will you send my funds or are we going to waste time and I have to raise a forml complaint?

Hi TheROCK777,

The casino provided us with the evidence confirming their claims about your case.
And as the Casino Rep already advised here, the 'potential gambling problem' comments are to be taken seriously and the casino is oblidged to act on that accordingly. 

Apart from that, you made a clear breach of their Terms and Conditons by providing a false information upon account registration.  Therefore, there is nothing that we can further do to assist you. 

We consider this case Closed. 

So my recent activitie at bitstarz has been deposite deposit deposit ten time in a row. Then lose it all every time. To top those losses off the decide to leave me out of there Wednesday free spins drop and Fridays loyalty bonus.. I wonder who decides who gets left out and who dont? I don't know about you all but it just don't seem right to me. Let me know what you all think. 

Hi Mrbright, 

If you have questions regarding a situation you experienced at Bitstarz casino, please send me your casino username in PM inbox and we will ask the Casino Rep to further advise you. 

2 days ago I was fortunate enough to win over 500mbtc. That is, after depositing over .076BTC in 24hrs. Through my journey I was credited a NDB free spins bonus which I was able to wager 100%. However, I decided to test my luck and keep spinning. Not long after I received another free bonus for leveling up. Hey great! I thought. Unfortunately, that bonus I was not able to wager. Only making about 18% of the way through. However, I was not done yet. So I made one last small deposit as things were heating up. After reaching exhaustion I decided to cashout .095 BTC out of the .5+BTC I had accumulated. Everything went smooth and perfect and I received my .095 BTC as anticipated. 

The following day I woke up a decided before I started spinning again that I would withdraw another .095 BTC just to be safe. Only to receive an email saying I violated the NDB policy, was fortunate to receive the .095 BTC from the previous night, and that all remainder of my funds were to be confiscated. (Over $5000) 

I couldn't believe my eyes when I read this? I'm not sure how this is right however there support ensured me it was. Am I really in the wrong, take a look at the screenshots of my account over 24hrs as well as supports reaponse and let me know if I'm crazy or if this can be corrected? Thank you

Hello Jeff Durow,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your complaint.

Hello Jeff Durow,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into your account. Please keep an eye on this thread.

Hi Jeff,

Good to hear from you :)

Perhaps it's my lack of coffee this morning, so I might need your help here to understand exactly what was wrong. But you had funds confiscated from a no deposit bonus as per our terms, correct? Is there anything else to this, or did I get this right? :)

Olle

Hello,

Forgive me if I'm wrong but how does one know that the winnings were actually from the No Deposit freespins? Especially, when considering I received another bonus after which I couldn't wager the winnings from and made a deposit all before requesting my first withdrawal.

Thank you for your assistance.

Hi Jeff!

So, we're able to track every wager you make, and it's stated in our system if the wagers is made with what bonus. Once the wagering requirement is clear, we can follow the trace of the money derived from that bonus in our backend :) 

Olle

Hi Olle,

Thank you for the response. I am still unsure of how my winnings came from a bonus that was wagered before I activated and lost the second bonus? 

I have been playing at BitStarz for years and have had a fair share of clean wins, as well as wins that I had to relinquish due to NDB terms. 

Never, have I had an experience quite like this.  Which is why I find this somewhat  baffling, as I had learned over time and through experience that BitStarz was the best onling gaming platform hands down. If I honestly had any inkling that I may be in the wrong I promise I would have not, nor would not, raised this to anyone's attention and would have taken it as a valuable lesson learned. 

Unfortunately, as of right now, I am under the impression that the only lesson learned here is that despite of being a loyal player, affiliate and believer in everything BitStarz. Is that none of that belief, loyalty and sponsorship mattered.

I feel like I provided as much data as possible on my end with screenshots and so on. I am sure I can also provide more if necessary. I'm not saying you (BitStarz) are wrong. But if you have proof of what you claim can you please display it for us all to see with explanation? 

Sincerely,

Jeff

Hi Olle,

Thank you for the response. I am still unsure of how my winnings came from a bonus that was wagered before I activated and lost the second bonus? 

I have been playing at BitStarz for years and have had a fair share of clean wins, as well as wins that I had to relinquish due to NDB terms. 

Never, have I had an experience quite like this.  Which is why I find this somewhat  baffling, as I had learned over time and through experience that BitStarz was the best onling gaming platform hands down. If I honestly had any inkling that I may be in the wrong I promise I would have not, nor would not, raised this to anyone's attention and would have taken it as a valuable lesson learned. 

Unfortunately, as of right now, I am under the impression that the only lesson learned here is that despite of being a loyal player, affiliate and believer in everything BitStarz. Is that none of that belief, loyalty and sponsorship mattered.

I feel like I provided as much data as possible on my end with screenshots and so on. I am sure I can also provide more if necessary. I'm not saying you (BitStarz) are wrong. But if you have proof of what you claim can you please display it for us all to see with explanation? 

Sincerely,

Jeff

Hi Jeff,

I've attached some screenshots here.

The first one displays your first game round with the second chance spins. The other screenshot displays your final balance (marked in red) after finishing the Second Chance Free Spins which is in line with the amount that was deducted from you.

Olle

Thank you Olle,

I hate to be a stickler, but is there any chance you could show more the above and below transactions in your screenshots? Including the second bonus and deposit before withdrawal? 

It still seems pretty vague.

Thank you

Hi Jeff,

I mean, I totally understand it's not fun to have funds removed due to some rule, but the screenshot shows very clearly the balance when you started using the spins, and the final balance once wagering was done. 

Here are some more screenshots showing before and after wagering done. And a more continuous flow of game rounds from using the spins.

Olle

PS: The censored part to the right is your email address. I've cropped that out so you dont have your email address on display.

Edit: Also, (in case you're wondering) reason why your starting balance is 0.00875 BTC is because that's the money you won from the Second Chance Spins. After that, those funds are transferred as bonus money and that's when you start wagering towards the rollover requirement. 

I'm still not seeing where the following bonus and not long after deposit came into play?

Was I wagering the first bonus while simultaneously wagering the second?

Hi Jeff,

You only wager one bonus at a time, and this one is marked with Second Chance Bonus, hence that's the bonus you wagered. When your next bonus was credited (Fruit O Mania) you had already wagered that Second Chance Bonus we're discussing here :)

Your Fruit O Mania bonus (which was the next bonus added) was added at 04:31, and you wagered your Second Chance Bonus fully at 04:19 (according to the screenshot above).

Olle

Olle,

I feel as if we are going in circles here. Yes I wagered the Second Chance Bonus fully. However, I did not withdrawal until another Fruit O Mania bonus and deposit later. 

I have been in similar circumstances before and BitStarz never stripped me of my winnings. What has changed? 

If the first withdrawal request I received was an accident, how does Bitstarz make such a large mistake? If it was a mistake who made it and is there any consequences for them? Don't get me wrong I am happy to have received it but I sense it being slightly deceitful at the same time.

Hi again,

You didn't wager your Fruit O Mania bonus fully, so that hasn't got anything to do with your winnings from the second chance spins. 

We've had the max cashout in place for free bonuses for years, and if you've been receiving money that was above the max cashout, again, that's a lucky break for you my friend. We recognize that being our mistake and in good faith, we're not asking for anything back.

To be quite fair, I'd count my blessings in regards to that, and be happy that I got more than I was supposed to get. I also have to say that I think I've been very accomodating laying out our side of the story with multiple screenshots of proof proving that we acted according to our rules.

So forgive me, but I'm not sure how you getting more money than intended is being deceitful. If I was a player, I'd see it as a blessing in disguise to get more than was meant. 

I'm gonna rest the case here, and maybe LCB Admin can be the judge :)

Olle

Hello Jeff Durow,

Since the Casino Representative provided all the evidence and explained what happened in detail, we consider this case closed. There's no point to drag on this discussion forever as it won't change anything. 

If you're not happy with this decision, you can file a complaint with their regulatory body HERE.

Thank you Sydney. Also, thank you Olle for your time and assistance. I hope there are no hard feelings as I really do appreciate the time you spent addressing my concerns.

Hello Jeff Durrow,

No worries, whenever you have any doubts regarding some decision, it's always better to ask and get an explanation. 

Hi Jeff,

Of course. Happy to provide proof to support why we acted in a certain way. Considering we can see a lot more details than the player, I realize that understanding the process fully is very important.

Have a great rest of your week :)

Olle

There was a player of this forum that was paid out 5mbtc last year for a non deposit bonus.

You have stated year that the max cashout from a NDB has been 30mbtc for years.

I am a fair player but looking at the posts and reviews I can clearly see many contradictions.

There was a review posted by JaiHind1081 and that person was told that the max cashout from winnings in 2018 was 5mbtc based in fluctuating btc price.

The btc price today is $10000 but in June 2018 it was $6300.

Therefore 5mbtc in June 2018 = 6300*0.005 = $31

Today the max cashout is 10000 * 0.03 = $333.

LCB does all this make sense to you.

I just feel that that player was done in and can you please relook at nothing else but the max cashout thst should have been paid to that player.

NB: I am taking screenshots of all the posts here so I kindly ask you to not remove this and investigate as an impartial party!

Hi there,

The max cashout for bonuses change and are not the same year after year :) one of the reason we have to update it is the fluctuation in crypto, but we're not changing it every month or so, way more rare than that :)

The best way to know what the max cashout for the free bonuses would be to check our terms and conditions and old posts in the forum might not be relevant anymore :)

Olle

Olle thank you for the speedy response, can you please read my post once again.

The player had claimed that at the time of wagering the bonus..the max cashout was 25mbtc which makes sense.

However he was only paid 5mbtc.

If you are saying that the max cashout is based on the fluctuating btc prices..it does not make sense to have paid the player @ JAIHIND1081 5mbtc as that is only a 1/10th of what the max cashout is today.

The player had posted a screenshot that the max cashout at that time was 25mbtc.

I need clarity on this matter as things are not making sense.

Fluctuations based on btc prices would mean that the player would be paid an equivalent or near to it based on the USD/ BITCOIN rate but that player was paid 1/10th of what it should have been.

Once again I am going to state that please look at the post of JAIHIND1081 and I just need clarity as something seems fishy.

I always read the current terms but it seems rather peculiar that the player last year was paid 5mbtc and now it is 30mbtc...which is 10 times more at the equivalent rate.

I have taken screenshots of these posts and will post on other forums if this post is removed to protect one party...

Hi there,

You can see the date in the screenshot, it's over 1 years old :) At that time, that's where we had the 5 mBTC max cashout. Might be the case where we were slow at adjusting it since according to the currently price.

With that said, we of course have the right to put the max cashout at a level we see fit, and the only issue I could see is if we didn't act in line with the terms. We did adjust the winnings in accordance to what the terms and conditions said at the time of winning, so Im not sure why this needs to be argued :)

Olle

Hi Olle,

The player had clearly showed that the max cashout at the time of winning was 25mbtc.

Yes,I am saying that your agents did not act in accordance with your terms at the time the player had won.

I think that by saying that Bitstarz were slow to adjust just does not make sense especially as that player had clearly indicate the max cashout should have been 25mbtc and was paid 5mbtc. The reputation of that player was clearly tarnished here.

I have reviewed many of the concerns posted here and will be posting a few questions in the days ahead.

I believe in fairness in the industry and I have seen many players being unjustly denied of their winnings etc...

Many issues noted here that need answers.

Firstly can you tell me why only 5mbtc was paid even after the player posted a screenshot that the terms stipulated a max cashout of 25mbtc at the time of winning?

The 25mbtc was as per your terms and would have made more sense as the btc price was only $6300 at the time.

Hi INTERPOL7771, 

If you personally have an issue at Bitstarz casino, you are welcome to post the details in this thread and get assistance, but if not, please be advised that there is no need for commenting on old cases that have been previously closed /resolved and addressed. 

Your own complaint related to a different casino has been addressed here. Please visit the thread to read the details. 

Thank you for understanding and cooperation. 

Hi Tania,

I personally do not have a gripe with any casino but I would certainly like clarity on the matter discussed 

I do not find it fair that this forum accepts the casinos explanation, deletes comments and protects certain entities.

I am just saying,give me clarity on the matter noted and we can close this issue as I feel clients I being defrauded and casinos are protected.

Once again I reiterate that I have taken screenshots of all the posts and will address this is the correct manner should my posts get deleted as I have brought about a legit discussion which needs to be addressed

@INTERPOL7771

We are not taking anyone's side here, we have a role of a free mediator between casinos and players and we only go by the evidence provided to us. We always tend to assist players the best we can.

In case you are not satisfied with the explanation provided by The Casino Rep and how a certain complaint was resolved, we can always suggest contacting the regulatory body and making a further complaint. But once again, your own complaint was related to Das Ist casino and not Bitstarz. 

Every single comment you made so far has been addressed either by us or the Casino Rep and has not been deleted.

However, as previously advised, activating old / resolved complaints is not allowed on the forum and in case this rule is not followed, all off topics and derailing posts will be removed. 

Thank you for understanding and cooperation. 

Hi Tania,

This casino has a decent rating despite the amount of complaints and negative feedback posted by many players of late.

I an not talking about a complaint but merely noticed many things about this casino that does not make sense.

My requests were reasonable and its clear that bitstarz decided to ignore the concerns I noted.

Many casinos have gone rogue and it's sad that players have limited options available when a problem is encountered.

Anyways I will park this here.

Take care.

I find support representatives of Bitstarz rude and sarcastic. I do not know if they are just like that or its their nature to be as such. Furthermore, often times when I email the manager Nick, I would usually receive a very condescending tone of responses and mostly are sarcasm overloaded. Just a personal opinion. Anyways I stopped playing here as I find them not worthy of my hard earned money. Stay away from this casino. Aside from their fast cash out I do not see anything recommendable anymore. Not to mention their modified minimum bet for most of the games. Not user friendly but I can say greedy. GREEDY! 

I totally agree with you.

Sometimes one gets the feeling that the support staff actually think that we owe them something for playing there.

I must say that because they think they are "highly rated" they can treat customers with disrespect. 

Mike,Owen, James to name a few are the most obnoxious agents in the industry.

I honestly did not feel like my request here was unreasonable as we as players spend loads of money gambling online and there is no harm in getting clarity on issues that are rather vague at times.

Was looking through Bitstarz complaints over on askgamblers and came across this one: ( link removed by moderator Tania )

It's a bit long, and it's from August 2018.

TLDR

Basically a player realized there was a bug in the free spins of "Wild Heist".  Some of the sticky wilds were not paying out properly.

The player did a pretty good job of explaining what happened.  Bitstarz handled the situation pretty bad, they talked down to the player, they accused him of never actually playing for real money since he used funplay to replicate the bug, they offered him a small btc bonus (even though he didn't play with btc) and then never sent it, and then said they wouldn't send it anyway bc he didn't deserve it, and it went back and forth like this for a couple days.

Eventually AskGamblers convinced bitstarz to reach out to the provider and as it turns out, the player was right all along.  The game had been underpaying free spins due to a glitch and the player was owed .923 ETH.  They payed the player exactly what he was owed from the free spinsand offered an extremely weak apology.

My question for Bitstarz is, did you put any effort into making the rest of your players whole that played the game but didn't notice the glitch (or did notice it, but weren't willing to go through the ton of hassle and insults that you this guy had to go through?).

@finallyfinally - If you personally have an issue at Bitstarz casino, you are welcome to post the details in this thread and get assistance, but if not, please be advised that there is no need for activating old cases that have been previously closed /resolved and addressed.
Especially if those cases were addressed on a completely different forum. Moreover, providing external links is not permitted and will not be tolerated.

Please have in mind that all future off topics and derailing posts will be removed from the forum.

Thank you for understanding and cooperation.

Dear members, 

We've just discovered that INTERPOL7771 and BATMAN007 account (who also had few complaints on our direct support forum) have the same IP address. So, the owner of these accounts was also creating multiple accounts on LCB forum.

Creating multiple accounts at any online casino or here on LCB forum is not allowed and can lead to termination/ closure of all accounts.

We are doing our best to help all our members with their complaints. Our complaints service is free, neither party pays us as we're only helping in the mediation process here. However, we won't have any tolerance towards players who are giving us misleading information and trying to abuse our complaints service. 

Due to violation and abuse of our complaints service for the purpose of pushing personal agenda and putting pressure on the casino on a public forum to pursue personal goals, this account and all other potential multiple accounts will be banned from LCB forum and such comments deleted.

Sorry about the link.  If there's a better thread to ask Bitstarz about this, let me know.

Aha bitstarz.. 

The one and only too over rated casino ever.  You advertise with your offers but the bonus conditions stink..

But i must say its good that you offers sometimes a Bonus but its not good when i read the Bonus terms.. 

And the Support is not friendly sorry but that whas the reality.. That's why I decided not to play here anymore

I rate the over rated casino only With 5 / 10 points because the game list are good. But i missed Nevertheless Providers like Merkur, gamomat, novoline 

@lang9r1993 - thank you for your feedback!

Hi Everyone bitsarz casino is operating very unethical. I opened an account and made two deposits, then I withdraw my winnings after meeting all necessary wagering requirements, they asked for supporting documents which i provided, and then i recieved the email below from them.
Hey,

We had a look at your account and as our terms have been violated your account has been permanently closed and all funds confiscated.

3.2.7
It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

We reserve the right to provide any further information regarding this, but this is a final decision that can not be appealed against.

The balance deduction will look like a withdrawal but the funds were not paid out.

You are not permitted to use our site anymore as you have been permanently excluded.

Best regards,

Richard
Support Hero

None of my documents were fake and they dont respond to my emails, live chat nothing, the thing is I have a casino account at one of their sister casinos "King Billy" and i also made a withdrawal at that casino using the same documents with no problem at all, the documents were approved, and withdrawal processed successfully, They are very unethical now to have closed my account and forfieted my winnings. any help will be greatly appreciated..

Hi gamblere19791, 

please send me your casino username in PM inbox and we'll ask the Casino Rep to assist. 

Hi there :) Would be awesome if you could send your username so I can have a look at your case :)

Thanks I have sent both you and tania my casino id

Hi gamblere19791, 

The casino provided us with the evidence confirming their claims regarding your case. 
The documents you submitted are not genuine, and as you know, providing false documents is an undoubtful breach of theTerms and Conditions. 

Therefore, there's nothing we can do to assist you and we now consider this case Closed.

They already advised you on their final decision: 

Thank you for your feedback, Desheen59. 

Hello...i decided to give this casino a try and just as I read, they tried to tell me that I had a duplicate account because I won off of the free spins. I have never used this casino because of this exact reason as I always read the reviews before actually registering and there were many stating this problem. 

I would really appreciate my winning..for the record this really doesn't make for a good impression for my first time.

They won't provide proof because there can't be any. This is messed up.

Username- [email protected]

Thanks for letting us know Tex. We're going to get in touch with the casino and check what happened. We'll keep you posted.