BitStarz Casino Support and Complaints Thread

If the transaction is already broadcast, there's nothing you can do but wait -  nothing they can do either.  Seems like once every few weeks I run into a transaction that takes 4-8 hours before its first confirm and then the next 300 take < 10 min.  This is most likely to happen when a chunk of bitcoin is broadcast over 3 or more unique transactions in a short period of time. 

The "fee is smaller than recommended" is a message you see all the time on blockchain,info , it's not them being cheap, and it's just less than blockchain.info (a third party) recommends,  they probably just sent to many addresses in one transaction. 

After deposits made with bitcoins to 39ZLicV9M5d9Ktf7NJczRjxVmNXWS1kShG a countless times since I started at this casino.

They offered me free spins today. 10 free spins. I won around 0.35 BTC of total.

Since I tried to withdraw they deducted me with 0.25 BTC.

I talked with customer support and it resulted in that they used the terms of NO DEPOSIT BONUS TERMS AND CONDITIONS on depositors!

Now It was resulting in problems releated when I talked to them on Live Support.

Afterwards they don't comply to bonus wins after countless deposits, that is surely not allowed.

Hope they credit me after they see this, and create terms for depositors.

Thanks in forward Dealazer

This is the email I got from them today:

Hi there,

Congrats on your win!

I have adjusted your balance since the maximum withdrawal from a no deposit bonus is 0.1 BTC.

If you request a new withdrawal we will process this as soon as possible.

Best regards,

Mike
Support Hero

Hi Dealazer Derda,
Thank you for your message and we are very sorry for inconvenience caused. I understood the issue. At the same time please understand that all the bonuses that we are giving out without deposit requirement always have a maximum withdrawal amount.

This is the first stated term in our bonus Terms and Conditions and I will put it in the end of this reply for reference. Additionally to avoid any misunderstandings we put the link to this terms in every promotional email that we send out.

"The maximum winnings that will be paid out resulting from a free bonus or free spins without deposit (eg. the 20 free spins upon registration) will be 100 EUR/USD/CAD, 1,000 SEK/NOK. Max winnings for GBP is £50 (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount). In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 100 mBTC. Any winnings exceeding this amount will be forfeited."

Additionally want to add that when you take advantage of a bonus that requires a deposit, then there is now maximum withdrawal limit.

I have recently checked your account and we are very glad that nevertheless this situation you continue playing and being our customer. If you have any questions, please contact us via Live Chat on our website.

Best regards,
Mike

Am I required to provide identification if I won with a bonus free deposit and wanted to cashout some of the winnings?

Yes, you need to provide documents so that the casino can verify your account. I guess it's the case in every casino. You can also double check on it with their live support utill the rep answers here. 

Hello surfinthecoast, 

Yes, it's a 2a point of our Terms and Conditions: 

For no deposit bonus withdrawals, we reserve the right to request a KYC. Regarding the KYC (Know Your Customer), the following documents may be needed for verification: One government approved identity card (ID card, passport and driver's license) with a picture, as well as proof of residency such as a utility bill (which is not older than 2 months). If your deposit method was via a credit card we will require a scanned copy of the credit card (front and back) which you used.

The identification process is super fast and my colleagues do their best to keep the waiting time as short as possible.
Simply log in to your account and go to documents section: https://www.bitstarz.com/documents

In case you have any questions, feel free to contact us via Live Chat on our website.

Best regards,
Max
BitStarz.com

@MelissaN, thank you for your reply. 

very good

i think even in the manner they manage complaints it shows some seriousness 

Hi zuga, I signed up at the BitStarz casino using the LCB link. I also, made my first deposit with bitcoins and have tried to click on the $3 icon and have not been sucessful. Can you please assist me with this issue? I have sent 3 messages regarding this issue and have not received a response.

Username: [email protected]

Thank you.

Hello, 

im a long time depositing player here. I must say I like d btstarz as my latest fav online casino cuz they always took good care of me.  Earlier today I deposit 20 euro and received free spins shortly after making my deposit. So when I withdrawal from the free spins after complete the wager requirements for 1500 I get email from casino rep chris saying that since I withdrew from a non deposit bonus that my withdrawal is limited to only 100 euros and that my withdrawal was canceled and resubmitted as only 100. How are thosespins not part of my deposit? Please help. I have cashed out before on this same type of bonus before and never had any issues before so why now?

 acct: [email protected]

bestregards,

neil hefner

I'll send you a personal message with the explanation. No worries.

We're going to forward your message to the casino rep. 

Who did you message 3 times?

I'll add you to the list and check for the Bitstarz reward

I'll message the rep and see what can be done here.  No promises though.

Apologies MelissaN - I didn't see you had replied. 

Hello bitstarz welcome aboard.Your welcome to post any interesting bonuses you may have! I hear you have a friday loyalty bonus? Do you have any comments or info about it?

I have to say this,I am writing for someone that lost .450 + bitcoins here,I will give bitstarz their name if they would contact me.This was completely unfair and they didn't give the winnings to the player :(

hey guys, just wanted to say im a long time bitstarz player now, have made many deposits and few withdrawls and your casino is top notch in my books, the cash out times are UNMATCHED and the staff is friendly and helpful as ever, ive had some REALLY bad luck as of recent but that has nothing to do with the quality your casino offers, keep up the good work guys - AliG

Hello Neil,
Thank you so much for your message. Understand your frustration and now checked your account.
I see that deposit you are talking about has been made on February 18, 2017 23:20CET.

Then few hours later you have been talking to one of our support team representatives
and asked for additional bonus (February 19, 2017 02:10CET). As we are always happy
to see loyal players coming back and gladly added 20 Free Spins to your account.

Later the same day you played the freespins and wagered them through (06:19CET).
As these were goodwill freespins, this is counted as a “No Deposit Bonus” and
regular bonus conditions apply. Meaning that maximum withdrawal from these has been €100.

We always try to keep our players satisfied and when possible we can make an exclusion,
but at the same time we need to stick by the rules to continue providing you with best gaming
experience and offer much more promotions in future.

If you have any questions, please feel free to contact our 24/7 Live Chat Support.

Best regards,
Max
[email protected]

Think its fair and square that bitstarz capped winnings to 100 ... as indeed they provided with a no deposit goodwill bonus/freespins ... So people should be happy with anything that they win from it ... 

i bought the 2$ free spins pack from the LCB store a few days ago and just got a message saying the casino said because i havent made over .1 btc deposit in  febuary they wont add the bonus, im was thinkin it meant in the last month by calendar days not month as in jan feb march ect.. because between jan 24th which as of tomorrow is a month ago (and i bought the free spins 3 days ago also) and now ive more then made the .1 btc in deposits and i always cancel my bonuses unless they are free spins so they are bonus free deposits.. seems odd because that would mean if i depositted even like .5 btc on january 31st then tried to buy the free spins on febuary 1st they would say no.. just as an example. anyways im just curious as to what they say about that.. thank you for your time  

        AliG87 / [email protected]

We've notified the casino. They'll explain it shortly. 

The wording in the terms of the chip is as follows:

"Free Spins can be claimed only once per month. Must have made at least one deposit in that month (equal or over €/$ 20 or 0.1BTC)."

Basically it means you must have deposited that amount in the current month to qualify.  The denial is correct if you have deposited less than €/$ 20 or 0.1BTC above in the current month..

Why are you accepting USA players when here on LCB you state you do not and USA players may not even leave a review.Attention LCB adim: They are accepting USA players but here on the site they state they do not?

Not spamming here but also? The player who lost .450 back in Feb? Never got their money! And bitstarz NEVER returned emails from them NOR responded here,says a lot! I just CLOSED my account!

Hi mamagotit,

Unfortunately we only deal directly with the player who might be affected and cannot act on this through you. We take our customer's privacy very seriously, and cannot disclose any information via a third party, so if you friend has any issues, I would suggest that person contacts us.

We always return our emails, and perhaps your friend is under a misapprehension? Again, I suggest your friend contact us directly. Via here or live chat, and we'll be happy to answer any questions, but once again, we cannot disclose any information to you regarding another player in the casino.

Kind Regards,

Olle, BitStarz

Welcome,I have asked this question thru the forum do you not accept USA players? It states here on LBC you do not but you do?

The casino rep will reply your questions shortly. 

Hi there,

If we discover that a player is from the US, that player is not eligible to play at BitStarz,
however, many players (such as yourself) are using VPNs, which makes it a little
tricky to verify that as we see logins from multiple countries and location.

Kind Regards,

Olle

I played at BitStarz several times about 3 months ago.  I made about 5 deposits and used a welcome bonus and shop purchase. And cashed out 3 times. BitStarz used to be my favorite Bitcoin Casino. But after trying a couple of times to redeemed bonus offers that was emailed to me. I was told each week that there were no bonuses available to me at the time for a month, or that I was not eligible for any promotiontions offered on the promotions tab. I really did not understand why, because I was a daily depositer.  So I gave up for awhile and have not received any more emails for the Casino itself, only from 3rd parties.

Then one day last week I was on a Bitcoin News website, and it stated that BitStarz now restricts USA Players. I do not know if that is true or not.

Hi there,

Will do my best to get to the bottom of this, would you be so kind to send me your username or email in a PM just so I get access to account history/chat history? 

Kindest Regards,

Olle, BitStarz

Hi again,

Still waiting for your username/email in a PM. Very keen on helping you :) so let me know asap!

Olle, BitStarz

Hello. Attention Management at bitstarz.com:  This is the second time in less than a two week period  " cubits" have been an issue. No REAL reason given nor time frame of how long it will be before my deposit will even hit my account?  Had an issue JUST a few weeks ago with withdrawing held 18 HOURS. Bitcoins flux go up and down and as players we don't appreciate waiting HOURS for something like this  esp when its suppose to be instant?  Please respond and get our money in our accounts! Thanks!

Hi there,

We're not very happy about this either, and as much as we would wish to be able to give you a deadline for when it would be sorted, it's very hard to do so as we're not getting a deadline in return from Cubits. 

As I'm sure the guys on live chat has already mentioned, we wish we could sort out the payments with a snap of our fingers, but if there's a technical issue that is out of our control because of a third party company (Cubits in this case) are having issues with their payment solution, all we can do is stand back and let them do their work.

I know it's frustrating, but in a different scenario, it would be like going to Starbucks while VISA card was having payment issues, and it's hard for Starbucks do make the card transactions work without having VISA sorting it out first.

I understand your frustration, but trust me when I say we're taking this with outmost seriousness.

Olle

Welcome to LCB ! I have great moments in your casino. Good luck in the venture!

Hi all,

I'm happy to say the transactions from Cubits are working as they should now.

We're monitoring the situation and will work to prevent this from happening again.

Olle

Great news, Olle. I'm glad to hear them. Continue in the same spirit.

Bitstarz casino won't payout my 4 bitcoin win!! They confiscated all my winnings and disabled my account. They don't pay you if you win big there.  I have been depositing there for the last eight months like fifty deposits and never cashed out. I was not using any bonus when I won the 4 bitcoins and I rarely even use the bonus accept for the free spins they offered me every week through email. But I never won anything really to cashout. When I won the 4 bitcoin and tried to withdraw they asked me for docs which I then submitted. I told them that the info I put in the profile section is not all correct. I put in the name part my real first name but for the last name I put the rest of my username.  Now seeing as the employees at bitstarz instruct you to enter incorrect information in the profile section in order to play from the USA and cashout. I didn't think this would be a big deal. But that is the rule they origanly confiscated my funds for and disabled my account. The same rule they instructed me to break.  Now I posted this in the forums and also submitted transcripts I have to show I am telling the truth. So after I posted it then they came up with some story that I opened 3 accounts from my same browser and ip. Which is a flat out lie. I only have one account that I have had for over eight months and have deposited over 50 times. I never abused there bonus and they made up fabricated evidence to justify them stealing my money. I have transcripts to prove all of this information I have said

I know this is probably pointless to even post this here seeing that olle Dickson is the one responding back to post on this forum and he was also apart of this theft. But at least I can warn others from making the same mistake I made by playing at bitstarz scam casino.  They will not pay you if you win big. There supposed gaming license is also a scam.  I have literally read hundreds of stores bitstarz stealing other players winnings and disabling there accounts if they win big. So stay away from bitstarz casino and play fortunejack or vegascasino.io those ones pay out

Hi Kenjamin,

We are sorry to hear that, but as we already informed you there is nothing we can do to help you. We read your complaint on the Casino Maister forum. They were dealing with your case there and marked it as resolved in the end. There is nothing we can do as the outcome will be exactly the same and we can only go with the evidence the casino operator presents us. Bitstarz won't change their mind so there's no point in trying and opening something that's already closed and resolved. The term was broken - 3 accounts using the same IP. We cannot do anything if a term was broken. 

I didn't break there term they are lying I only one account and had been depositing for 8 months on it they are just making things up to justify it. And I didn't see anywhere where it said resolved I spoke to Bryan and he was going check my case out but his daughters in the hospital right now so whatevr

We've already informed the casino about your post. They will get back to you here on the topic. 

Im going to step in here. Kenjamin, you are lying, there is proof of multiple accounts. We will not entertain this complaint any longer!

From Bryan's forum post it doesnt look like he is looking into it, we can email him to clarify this information too.

@LCB'ers: See Casinomeisters latest post attached regarding this members complaint.

Here is the link to Kenjamin's complaint on Casinomeister.

Hi Kenjamin,

Anyone who's read the CasinoMeister thread can clearly see the rules you broke in the casino, and we also have screenshots of you admitting to breaking them, so I'm not sure who you're trying to fool here.

Ironcally, creating multiple accounts was one of them, which was also one of the reason CasinoMeister refused to deal with your claim as you chose to create multiple accounts there too.

Stated once and for all, you broke not just one, but multiple terms in the casino and that's why you had your account closed down. 

Olle

I had over $800 worth bitcoins  ( they were only worth around $1,500 at the time) taken from this casino. I would stay far far away! The persons running this casino are very few and it seems funny to me with such a large amount of players you would see more staff?

If there are players with multiple accounts I can understand this,but when your given ( your staff) valid ID,and everything requested and there is nothing said about "multiple accounts"  then ? 

Hi there,

We haven't heard anything about you had 800 dollars taken from you at BitStarz. The last point of contact from you was actually back in June when you tried to open up your account which was permanently closed on your request at BitStarz approximately one week earlier. So if we indeed took money from you, I find it very illogical you'd like to open the account again. Furthemore there were also threats from you to support staff to leave us bad reviews on AG and LCB because we didn't get you any bonuses. I'm very happy to provide proof of this via the chat logs we have saved, if you want.

To your second question here. Multiple accounts can be opened after the player in question has provided ID, so just because you have a verified account, it doesn't prevent you from creating more accounts to try to abuse the promotions of the casino.

Regards,

Olle, BitStarz

Hi everyone :) Long time no see. Unfortunately today has left me feeling unappreciated by my beloved Bitstarz. Mike, Chris & James had become regular contacts of mine. The well designed site, UNPARALLELED games (by far the best), lightning fast deposits & withdraws...There isn't another Bitcoin gaming site that offered as many perks as Bitstarz. One of those perks is the static wallet address, something I LOVE! It makes depositing there so much easier! It also allows players to review their banking history in full & I would like to share my wallet info with LCB members now.

Bitcoin value is significantly higher now than it was when I began playing at Bitstarz two years ago, however looking at the wallet & seeing close to $70k in btc over a 24 month period, becomes hard to swallow on a day that chat says I am not welcome there!

A vital part of justifying the amount of money I spend in any casino lies in the loyalty rewards & overall way I am treated by the staff.

BITSTARZ in particular made me feel appreciated & THAT JUST VANISHED TODAY.

Chat was cold & direct, when I expressed confusion about what was happening Chris responded with...

IT IS SIMPLE, IF YOU ARE A US RESIDENT YOU ARE NOT ALLOWED TO PLAY HERE.

Hi Jenna!

First of all, we very much appreciate your kind words, it warms us to hear that you've enjoyed BitStarz under a long time. With that being said, we believe you mentioned to the chat agent that you were located in the US, which is unfortunately a territory we don't accept players from.

When looking at you and Chris's chat from yesterday, that's not the way he was phrasing it, with big capital letters and no emotion. I'm not sure if that's how you remembered it, but it's not in the chat history. What Chris said was:

"Sorry Jenna, we can't change your email address or suppress your automated emails and also we can't allow you to play from the US. If you do we would have to close your account as it is not allowed to play from that jurisdiction"

So I believe that he was a bit sympathetic rather than cold towards you, but I'm sorry if you disagree. Nevertheless that's how the chat went down, and not putting in capital latters that you were not allowed to play.

We hope you find another casino that suits you better in regards to jurisdiction.

Olle, BitStarz

I am unfamiliar with who you are in the Bitstarz family, so I doubt that you actually value my account. However, as mentioned, over the course of the last two years, I have enjoyed many conversations with Mike Chris & Nick, they are definitely aware of my loyalty and love for the site.

In response to your comment above that questions my credibility regarding a chat conversation... allow me to be very specific... My boyfriend engaged chat as I sat here, upset and confused, he asked Chris to shed some light on the recent policy changes and to keep things transparent I will post the exact conversation that I am referring to...

I hope this clears up any confusion for you. Your response sure is clearing up some of my confusion. I can be very naive & have often mistaken an agent doing their job as a friend. I won't be make that mistake again... not with your staff.

My account history with Bitcasino.io/Vegascasino.io/mbit/BitcoinPenguin is only a fraction of what my Bitstarz history amounts to... however when certain games were blocked from US IP's those casinos went above and beyond to ensure I was still able to enjoy the same service I gladly PAY for every week.

Hi Jenna,

Thanks for your reply.

I'm actually in the Management of BitStarz, and I believe Chris still didn't write to you coldly in capital letters that you were not able to play at the Casino. I believe the chat as a whole shows that he was quite nice and polite towards you.

As mentioned, we do not allow US players at BitStarz, so it's not like we one day decided to be mean to you and close your account down, we were simply not aware of the fact that you were based in the US until you actually said so in the chat, upon we had to close your account down.

We wish you the best of luck in another casino.

Regards,

Olle