BitStarz Casino Support and Complaints Thread

Olle ~ the point of my post was not about Chris being rude. If I were directly quoting him I would have typed it like this ...

" ... If you are a resident in the US, then unfortunately you can not play here ..."

"... As I said, residents from the US can not play here anymore unfortunatly..."

"....what happens to them?..."

"...There is nothing that "happens" to them, they are just not allowed to play..."

"...It is that simple ..."

As far as the capitalization in my original post goes- that was done out of TOTAL SHOCK about the information I was relaying.

Now I would like to address the statements that you made above. To prevent confusion, I will utilize the quotation marks.

"...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..."

My account was not closed for mentioning my location in chat. That is total bullshit, which makes me even more curious as to the reasoning for all of this nonsense. In fact, if mentioning that I lived in Los Angeles, or Las Vegas more recently were grounds for closing my account, it would have happened a very long time ago. Mike and I have spoken many times about where I reside, his girlfriend (ex-girlfriend now) is attending school near my home in Pasadena. We have had multiple conversations about California & Las Vegas over the past few years... so please, let me know what is actually going on. I just want some closure. I feel I deserve at least honesty, I have been nothing but loyal, friendly & supportive of your site for years ~ I am not angry ~ my feelings are hurt & I just don't understand.

There are more than a handful of casino reps on this site that will attest that I am an honest, depositing & friendly player. Just the same there are dozens of members here to attest that BitStarz is an amazing place to play. I was one of them. Now my account was suddenly closed for being a US resident. I use BITCOIN EXCLUSIVELY for all of my gaming transactions. Whether at BitStarz, or for poker so my KYC stuff is rarely an issue. PLEASE HELP ME UNDERSTAND!

Hi Jenna,

I'm sorry, but the reason your account was closed was for the reason I was previously stated, and nothing else, it's as simple as that. You of course have the right to believe whatever you want, and I can't stop you from doing so, but that's how it is, and I think it would be hard form me to convince you otherwise judging by your previous post.

Don't take it personal, and if you'd move out of the US, you'd be more than welcome to contact us again to open your account and play at BitStarz, but once more, we cannot accept US players any longer.

Once more, I really appreciate all the kind words about BitStarz, and we would have loved to have kept you as a player, just that we can't due to your geolocation.

Kind Regards,

Olle

Olle,

Geo-location? Really? WOW... I am so confused. Here is your original statement about why my account was closed...

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.

If it were based on my IP location, how did you not know I was based in the US? Furthermore, why did you originally push the blame on me for mentioning it in the chat- implying that had I not done so, my account would still be active?

Olle, I have great news! I totally accept your decision to block me from playing there. After seeing the way self-proclaimed management clouds the discussion with contradictions, I am better off playing elsewhere.

I am at a wonderful point in my life, happy, in love, healthy & with the rise of BTC prices, financially secure enough to indulge in my favorite things more often. It is unfortunate that BitStarz (formerly my favorite indulgence), will not be a part of my life anymore. I wish you guys the best. Specifically, MIKE CHRIS & NICK! I loved sharing my excitement & bitcoin with them after a winning session. Happy Holidays to each of them! :)

Hi Jenna,

I'm not sure if we're getting anywhere here. Yes, you mentioned that you were in the US, which would be your Geo-location as you mentioned so. As for IP, it's very hard for us to determine as many choose to use VPN. However, when you mentioned that you were physically located in the US, it was easy to put 1 and 1 together.

I'm happy for you and wish you happy holidays!

Olle

Geolocation is the identification or estimation of the real-world geographic location of an object, such as a radar source, mobile phone, or Internet-connected computer terminal.

Take care!

Hi Jenna,

In that case I phrased it wrong. What I meant was where you were located physically, based on your own words.

Again, happy holidays!

Olle

You too with the holidays. Tell me please will there be free spins in honor of this?

Hi there!

Happy Holidays :)

There might be some spins, yes. But remember that we also give weekly spins to active players. Also we hope you haven't missed out Dream Island Level Up promotion where we're giving each and every player an individual prize pool of €45,000 :)

Olle 

happy christmas  not holiday ! please be catolick leangue here ! we go to church, it is christmas, not holiday ! please not be ateist ! katolic europa !

Hi there,

Thanks for the interesting post. Not sure what it has to do with BitStarz, or what Catholicism has to do with gambling, but who are we to judge. To each, his own I guess :)

Happy whatever you're celebrating! 

Regards,

Olle, BitStarz

Hi Bitstarz,

I noticed you had your a 25 free spins item in the LCB shop for $2. I read this on the terms for this offer, and I was wondering if it may need to be updated based on the current €/$ BTC price.  €/$ 20 is a fair bit less than 0.05BTC.

Players must have made a bonus free deposit equal or over €/$ 20 or 0.05BTC before the free spin offer can be claimed.

Restricted countries: Poland, Bulgaria, Greece, Hungary, Romania, Croatia, Ukraine, India, Pakistan, Indonesia, Philippines, Czech Republic, Portugal, Slovakia, Latvia, Bahrain, Egypt, Iran, Iraq with its autonomous Kurdistan, Jordan, Kuwait, Lebanon, Oman, Palestine, Syria, United Arab Emirates, Yemen, Africa, Kazahstan, Mongolia.

WR = 35x

Max cashout = 0.4BTC, £/$/€/CA$100, 1000 NOK/SEK

Free Spins can be claimed only once per month. Must have made at least one deposit in that month (equal or over €/$ 20 or 0.05BTC).

Hi Simple222,

We forwarded your suggestion to the casino. They should reply soon. Let's hear their thoughts. 

hey there bitstarz rep.....in case you missed it, you've been the subject of some discussion over in a different thread HERE. give it a read when you get a chance...you'll find the link to it below.

I have the same problem. 
And the second reason I want to play in your casino Is your design.

Can you PM me here with information about your provider. Does it https://everymatrix.com/ or maybe https://slotegrator.com/?

Looking to hearing from you soon about my inquiry and, of course, fix our common problem with Sallykik.

Regards!

Change currency.. DIfferent currencies have different deposit methods..

Hi there :)

We're looking into changing this in lince with the price in BTC, stay tuned! :)

Olle, BitStarz

Great news Olle!  Looking forward to seeing the changes when you have a chance.

One of the BEST operating online casinos today!!  I wish you guys could teach OSHI.io a few things!!  Keep up the great work!   Deposits and withdrawals at Bitstarz!!

Hi Olle,

Just a friendly nudge to see if you plan on updating the bitcoin values to keep in line with current pricing :)

Thanks!

~Simple222

Don't know what I am doing wrong but $200 is a lot to deposit and lose in a day and $200 in a week last week and then I didn't get a loyalty bonus. This is what I hear from Mike

MikeSupport Hero
Mike Hello. How may I help you?

K1ll3d41355 Hey Mike :) I literally deposited more than $200 today

and I didnt get loyalty Friday last weekend

and then Im feeling unloved this week hardcore

Mike Let me have a quick look for you.

K1ll3d41355 I dont mean to complain but $200 is like 1/2 rent

well for the week

thats like $800 a month and ive put in almost $50,000 here lol

thats like a house in some states

Mike Aw really sorry my friend but i couldn't find a bonus right now. Please check out our promotions page though as we always have offers coming up.

K1ll3d41355 Can I know why my loyalty isnt even adding up

cuz i use to get loyalty

and then second chance spins

now i am getting nothing

Mike it is calculated by our casino manager nick and if eligible you will receive something from us

you should count it as an added bonus

K1ll3d41355 huh?

the deposits?

Mike the bonus is calculated by our casino manager nick

if you have not received them you were not eligible unfortunately

K1ll3d41355 Ok I will ask Nick

what is his email if I may ask

sorry not trying to be rude

Mike only if nick has contacted you should you be able to reach him

K1ll3d41355 but I feel like maybe the new thing has things a little jumbled

could i reach him on lcb

is that best

Mike unfortunately if you did not receive something you were not eligible

K1ll3d41355 ?

ok i just want to know why

lol

cuz 20 mbtc is more than enough to lose in the past

Mike it is not something we would offer the information of

K1ll3d41355 and he says were only human

Mike because it is not one of our normal promotions

K1ll3d41355 ok thats strange

ok thanks

I will contact him there

Mike is there anything else I can help you with?

K1ll3d41355 nope thats it i will contact Nick there

Thank you Mike Read

Mike Have a nice evening.

Mike has closed the chat.

Doesn't sound like the usual Mike. Hope I can hear from Nick :)

This casino is certainly good, but before, they had conditions more interesting than now. Now, they for losing, give free spins in slots in which it is almost impossible to win anything. Very sorry.

Hi AnnaDawn,

The casino rep has been notified. Hope he'll get back to us shortly with the explanation. 

Hi Anna!

Thanks for the feedback, and please allow me break down the loyalty bonus for you.

There's no guarantee to get a loyalty bonus on Friday from Nick (unless you're
a VIP player with a special deal). All other players only get a Loyalty bonus
if Nick deems you to be eligible.

The Loyalty Bonus is not a guaranteed perk that is advertised on site, and shouldn't
be relied upon to be received each week. Thankfully, this is far from the only bonus
we offer at BitStarz, which ranges from Monday Reloads, Wednesday Drop, Wednesday
Free Spins, Second Chance Free Spins, Tournaments and much more.

I also want to encourage your to put limits on your account in case you feel you're
spending more than you can afford, as you're mentioning quite hefty amounts.

I'm sure Nick can throw you a loyalty bonus eventually :)

Olle

Thank you for replying Olle!! I didn't mean to put you all on blast or anything I just thought it was strange and for the amount spent I was wanting to get a little more of an explanation. I never got 2nd respins after 20 mbtc deposit :( but I understand sometimes Nick doesn't deem it worthy but I have to ask and for the amount spent I was thinking it might be worthy of a response :) Thank you so much for answering!!! Can I know about the limits? I don't know how to set them!! I always loved depositing to Bitstarz because I use to get 2nd chance spins and loyalty!! I have

No. Transactions 399
Total Received 3.93729367 BTC
Final Balance 0.05769706 BTC

Maybe not in comparison to some but A LOTTT of money!! I don't get why some of the money I am seeing I can't play with either... This is from blockchain.info 3P54Fi6G9Gi1nADmYK61qMEgngScCZESb2 my address

I semi agree because now they blame it all on Nick who no one can contact! I haven't heard from Olle for like 5 years LOL I don't understand how it matters what slots things are given on when they have a cap of 5 mBTC! So whether I win 0.0002 after 30 spins or 0.02 there is a max cap of 0.005! I don't get what's going on! They use to do second chance spins which they mentioned... haven't received any... use to be fast... and 50... now I am getting the cold shoulder...

Question to the representative. Your free spins for a deposit will always be in the provider who is now? I remember before, that it was the spins in the slots from BetSoft. And it was much better!

Hi Anna!

Glad to be of help! :) and thanks for understanding. I mean, we're doing our very best to reward loyal players such as yourself with nice bonuses, and I have to say I think we do at least an OK job, haha. But
I understand that you of course want to get maximum bonuses for the money you put in, I totally
get that.

As for your deposits, I think those are very high levels, and I'm sorry to hear that you haven't had
more wins. But at the same time, the not knowing if you'll win or not makes casino as exciting
as it is. With that being said, I'm sure you understand that we have to base the bonuses on 
what you deposit, and can't just keep giving you unlimited bonuses until you win, but rather
give you a fair bonus based on your deposits.

Also, for limits, I believe you've already gotten some help with it as far as I've heard from my colleagues. But just get back to us if you need help. I'm really happy to hear you playing responsibly.

With warm regards,

Olle

Hi Tanunax!

I'm not sure what specific promotion you're referring to :) but providers normally vary quite a bit depending both on location and promotion in question. Also, the amount you put in can have an effect on what games and providers you get it on. Reason for this is spin value, etc.

Kindly let me know what promo you're referring to and I'd be happy to help :)

Olle

I have to admit tho that the weekly loyalty free spins for me really took a solid drop in the past weeks. I am not a high roller and i do like to receive these free spins but past 3 weeks i never managed to win more than 50 cents from the free spins. So what it means is a quick 15 seconds slot session with the winnings and then im done haha. I kinda got used to rely on the free spins because for some reasons all my deposits rip at the speed of light, Can't every win anything, but then i receive free spins and then boom slots are happy. With the partial return the free spins provided me it was making playing with you worth it more but without them my experience with bitstarz can be summed up with insta rip goodbye. But i do understand that you guys cannot give us infinite free spins till we win back all our money or you wouldn't be in the business for too long. Was just commenting because that topic really reached me since i went for 5-10e bonus from free spins to 10-50 cents per week and the drop is huge.

Had to add that I deposited and LOST 57 mBTC yesterday... 

May 26, 2018 20:30 Accepted Deposit Cubits 0.00700000 BTC

May 26, 2018 18:37 Accepted Deposit Cubits 0.01000000 BTC
May 26, 2018 11:16 Accepted Deposit Cubits 0.00500000 BTC
May 26, 2018 09:08 Accepted Deposit Cubits 0.01000000 BTC
May 26, 2018 03:43 Accepted Deposit Cubits 0.01500000 BTC
May 26, 2018 01:17 Accepted Deposit Cubits 0.01000000

I did not cashout anything... I was on a major this is the story of my life times...  lol

I asked in chat & received 20 free on Fruit Zen and 10 on Platinum Lightning, Fantasy Park or Aztec Magic 

Platinum Lightning Lost 0.00008000 BTC 0.00012400 / 0.00320000 (3 %) May 26, 2018 20:00
Slot Wars Wager Done 0.00154595 BTC 0.00000000 / 0.00000000 (100 %) May 26, 2018 15:02 ---> I got 15th place in the tournament :)
ND FS BTC Lost 0.00069000 BTC 0.00200400 / 0.02760000 (7 %) May 26, 2018 12:35

I think was thinking I would get 2nd chance free spins as I had before but then nothing and I stupidly deposited 2 more times.... managed to cashout 8 mbtc today... BUT no 2nd chance free spins?? How much do you have to lose to be able to get some spins to at least get a spin afterwards with? I was getting 60 2nd chance free bonuses when I made 3 or more deposits and lost in a day but not when I completely tank!!! I feel like a baby bird with a broken beak lol I cheep and I cheep but I just can't cheep enough LOL

bitstarz Sorry, off topic. Tell me, can I play in your casino, my country is Ukraine? Just wonder, my country is participating in the LCB shop. And in the rest of your promo?

Unfortunately, your country is restricted for the Shop offer. 

Hi AnnaDawn,

Could you please tell me if you are referring to the shop spins? As far as I can see you got one set of spins this month. As per the offer terms, free spins from the shop can be claimed only once per month. 

I was told I need to do call to verify but I never got the call.

Please call me after 19 hs Argentina time .

My email address is <email removed for privacy>

Hi there,

You might want to remove your email so it's not publicly displayed here.

I'd also like to add that we've called you 6 times without success, so it would
be awesome if you picked up when we call so we can verify you :)

Olle

Sorry for the late reply. I was not talking about the Shop spins :) I was talking about the 2nd chance spins that I use to receive that use to make my day after depositing and losing multiple deposits in a day 

Please email me on when will you call.

Email me when you will going to call me.

Ok, i guess i will move this official complaint to here.  The desert fortune / aztec bgaming issue.  I'm showing around a 40 dollar us (converted from crypto) loss total for today from the 2 games not paying as the paytable states they should.  I have screenshots of the ones that i noticed, and am going to upload them somewhere, probably drive or imgur.  But by the time the rep acknowledges this message I will have them accessable to you for a look before delving deeped into the account.  At first, i wasn't worried about it, just bringing it to everyone's attention. But after doing a little math, that amount seems far excessive to just "blow off"  I know it is probably software issues, but, not to be rude, that's an issue with you and your supplier.  We still need some sort of resolution.  I mean one win alone is short a 200x multiplier for 3xwilds. Thanks in advance  Also some of the screens are up in the "other" thread.

The casino has already been notified. Let's wait for the casino rep's reply. 

They seem pretty active, but it is the weekend so I understand.  And melissa, thanks again for pushing it their way.

You are very welcome.  

I understand that our rep may not have an answer, but straight disappearing makes it feel like the 7bit thing.  I'm not one to rush, but a little contact is so helpful.

The casino rep is taking some days off work so he won't be able to look into your case until he's back. Let's wait when he gets back I'm sure he's going to post the answers to all your questions. He has been informed so he'll get back to us as soon as he can. 

Ok, good.  Thanks again.

And that wasnt really towards you or him, I'm actually irritated about a guy cutting his finger almost off in my store with a saw he rented, and I was nice about it, our insurance is covering him, but he wants to sue.  Anyways, my apologies..

Bummer about this guys finger. Good thing he has nine more :) JK. I've been an HVAC Contractor for 25 years now, so I feel your pain on employees or other subs hurting themselves and instead of coming straight to the person paying for policies, they run to a lawyer or the insurance company because they expect some crazy "settlement". If they paid more attention to the work they were performing, then maybe they would enjoy the full use of all ten of their phalanges like the rest of us.

Hi Daniel,

I think it's great that you bring things like this to our attention, and if there's indeed an error in the game, I'm going to be absolutely furious.

It's extremely important that you raise things like this with our support as soon as you sense something is off. Our support guys are extremely good and on the ball, and I can't praise them enough for their fast work. 

We have a good relationship with BGaming as well, and we're very tight with them, so any criticism towards them we're able to aim directly to the top dogs in the company.

So, what I urge you to do, please, is to go on live chat and explain your situation to our support heroes, and remember that stake, time of it happening is going to help us locate the game round in question. The longer time that passes, the harder it will be to find
the round and help you. 

If you have any questions for me, I'd be happy to answer them :)

Olle

Hi livechat doesn’t open when I click on either the blue bubble or livechat tab on account page. Click to open and nothing at all happens. Had this issue since yesterday.

I've checked this for you and the live chat bubble works just fine, try with another web browser, this might help.