BitStarz Casino Support and Complaints Thread

Its not really stated anywhere. They just always show up after I've made significant deposits. They have never just randomly appeared in my account without deposits being made. I'm sure there are some other Bitstarz players around the forum that can attest to that. Or I could pull up my acclunt history and screenshot everything but I'm sure you can look at it faster from your side without my screenshots lol

Hi man!

The thing with the second chance spins is that it's not really an official promotion so there are secret ingredients in this sauce. I'm not sure if you've noticed this my man, but if you make deposits every
day, I don't think there's Second Chance Free Spins added every time, right?

Don't get me wrong, I'm not trying to be mean or call you out or nothing :) so please don't take it that way!

Olle

Just to add to this once more, the Second Chance Spins falls under the category of No Deposit Bonus so technically Mike was following the rules here. However, man, it's Christmas and all. I'll add the rest as
a goodwill for you :)

Just to point out again, this an exception, so in the future (and kindly take note all other players please), the max cashout applies here, but as mentioned, I'm feeling the Christmas spirit :)

Have a good Christmas!

Olle

I appreciate it more than you cpuld ever imagine Olle. Sorry about the misunderstanding on my part. May you and yours have a Merry Christmas as well

Oh no worries my man, I know that it's sometimes tricky when it's a promotion that doesn't lay out all the information on the site :) 

Will try to have a holly jolly Christmas and all that! :) shoot me a message if you need anything!

Good marketing ploy :))

HI I sent a private message about my issue but perhaps a public post will get me an understaing of what happened to my money.  This is the message I sent to support at bitstars.

This is a bit of a mess. Here is what happened as I see it. I deposited 17 MBTC and while it was in process the wednesday free spins dropped. I played the spins and made playthough with a balance of 140 MBTC. Then I not thinking about the max cashout issue made another deposit of 18 MBTC to get the 200 free spins tomorrow. This gave me a balance of 158 MBTC I played a while and requested a cashout of 170 MBTC. I got an email telling me I am only due 25 MBTC. The rest was deducted from my account. You kindly left me the 18 MBTC I deposited but took my original 17 MBTC and the 12 MBTC profit I made from the last deposit. Can you please explain where the 17 MBTC went?  

As far as I am concerned this issue is closed, not to my satisfaction but there is no need for LCB to look into this.

Have you heard from the casino? Did you get the explaination?

I did hear from the casino and they gave me an explanation.  I completely disagree with their viewpoint but have decided to let it go it is a bit of a mess but not worth anymore of my time.  Thanks for checking MelissaN.  

You should let LCB look into it if you aren't satisfied with the decision from Bitstarz. They can grt in touch with Olle from Bitstarz who is alwables doing the right thing. If you are owed BTC he will take care of it. And if you aren't owed anything he will be able to explain to you why that is

I did talk to Olle and usually they are quite reasonable (your case where they gave you much more than you were due on a no deposit).  The sticking point is my original deposit of 17 MTCB was sent and accepted before I even activated the 30 free Wednesday spins.  The casino says this isn't the case. I don't appreciate my integrity being questioned and I went back and forth with Olle but they swear up and down that I deposited after I activated the spins.  This simply isn't true.  There is nothing for LCB to look into.  My 17 MBTC was taken simple as that.  No worries I can deposit at other places more often.

Thats actually the 2nd time that Olle sided with me on something that live support didn't. Could it have been that all of the needed confirmations were there before the Wednesday free spins were activated? I've noticed alot of the time that my account gets credited before I even receive the first confirmation

We notified Olle about your posts. Keep an eye on this topic. Hope he'll post his comment soon. 

Hi there,

Well, I'd like to think we are reasonable guys, and in my honest opinion I think we've done a very good job explaining exactly what happened here.

For us it's quite easy to track everything that is going on in the casino, and Mark pointed out to you with screenshots when you deposit went through with exact time stamp it was received into your account. 

You made a 17 mBTC deposit at 14:19 UTC and got the bonus from the spins at 14:33 UTC. Once more, the proof is in the screenshots sent to you. I mean, I'm not the guy to make a fuss out of a few mBTC, but right is right, and I don't think it's the right thing to do to give money that we haven't taken from you.

There might be some misunderstanding here, for which I think is unfortunate, but the proof sent to you proves that the support guys acted correcly here.

Olle

one last chance to try and get my point across and I will leave it alone I swear.  I made a 17 MBTC deposit at 14:19 before I got the bonus from the spins.  You stated that above.  I sent emails to of the deposit message. I got the bonus from the spins at 14:33 which is after I made the deposit.  I played on the bonus winnings of around 7 MBTC and made cashout with around 140 MBTC.  I never touched my 17 MBTC never played one cent of it.  Went to cash out and was told max cash 25 MBTC and my 17 MBTC disappeared.  I guess I just must be missing something.  

Hi there,

I mean, money dont just go missing as every game round and change in balance is tracked. I'm not sure what more to add to this that hasn't already been explained and shared. 

Olle

Well I straight got blocked for winnin at this casino because Americans are not allowed to play there lol I love seeing all the American flags that are here in this post complaining as Americans are not allowed to play at BITSTARZ they act as they don't know but Ollie knows this casino is crooked as crooked gets I asked we hen I was getting paid and I got blocked and they couldn't discusse it because I wasn't allowed to play there as they say that they didn't know where I was from but I asked when I signed up and I have deposited alot of money the one time I win I get blocked 

Please provide me with your account details so Olle can look into your account. We're going to notify him about your issue. 

I'm not worried about it it happened 3 months ago it was worth what they kept to know better than to play at BITSTARZ I will never put my device at risk by going to there websight ever again there's strait crooks

Hi David,

Good to hear from you!

I mean, someone picking a certain flag or logging in from a certain IP isn't to be the most accurate and solid of proof that someone is from that particular country to be completely honest. 

If it's the case that we detect that someone is from the US and that player won, what we do is pay the player out (unless they've breached some terms or something of that nature) and then we close the account. It has been standard procedure at BitStarz for a very long time.

If it was the case that your winnings were confiscated or something of that nature. It was for another reason that just being from the US. If you hand over your username, I'd be happy to let you know what the reason is here. I'm not trying to be mean here, but if you didn't do anything wrong, there's nothing to be worried about. But I dont think it's fair to call us a bunch of crooks without wanting to tell what happened. 

Olle

Hi David,

I actually found your account based on your username here.

So, first of all, you choose Canada as a country in your profile and you made 1 deposit at BitStarz and never requested any withdrawal or anything like that.

The only chat you've had with support is the following:

"Mike

Hello. How may I help you?

David ****
U can delete myy acct I wont be back thank you

Mike
Sorry to hear that. Your account has been closed now, enjoy your day".

Maybe you want to elaborate a little?

Olle

No actually I was instructed to use a VPN from your staff to get to the free spins because they were in a game name that I wasn't allowed to play

Hi David,

I'm referring to the country that you picked when you filled in your profile information. Not the IP that you used 

when you were logging into your account, or playing the games on the site.

Do you have more than one account at BitStarz?

Olle

Hi David,

I checked now, and it seems like you have 6 accounts at BitStarz. Perhaps that could be the reason for you being closed down?

Edit:

I saw a conversation with support and one of your accounts where you say you are in Canada and not in the US, and we closed you down because we didn't think you were truthful. Here's the screenshot from that chat.

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

I'm not sure how this makes us crooks, especially because we haven't denied you a cashout (besides when you didn't confirm the cashout vi email). 

Olle

• see that's not even my profile there's another player that is everywhere I go he has the same name and birthday as me same that's not my account when I first deposited I had to talk to the staff do to there were three accounts I was tied to as well that I was told were closed I will defend my self I have numerous emails and u can play dumb to the what flags are from where all u want but where I'm from if it talks like a duck walks like a duck guess what it's a duck you are just making yourself even more unhonest with that statement  do can't judge where people live by there flag they .Get that flag because it's where they live go ahead you didn't know that right lol walks and talks it's what a DUCK so quak quak quak you rather call me a liar  thinking u looked up my account when u didnt and if it only says that threw my whole account then go get the deleted stuff I have screen shots and 4 days of emails still your better off just being honest !!!!! As I sit here in smile that betstarz will eventually go bye bye as they don't follow there own rules you don't know who's on your site but the  other 99% of online . Casinos do your funny Mr Ollie your not fooling anyone have a great day 

Now I have proof off every date on the accounts and yep when BITSTARZ ripped me off I did go make 10 accounts I sure did that was after I found out who they really are scammers

Yeah when it comes to the country the free spins would not work unless there was a IP address from an accepted country and so did my country on there website it's a way for them to not have to pay and that was for the free spins with depositing the the sign up spins I spent a lot of money at BITSTARZ 8 win once the banner me

Hi David,

Well, this player doesn't just just have the same name as you as we can see he's been playing via the same device and browser as you're using. So this person with your birthday and same name, that go everywhere you go, apparently has access to your phone/ipad/computer as well. 

I think you're proving my point here. You have US as flag here, and when you spoke to support, you said you were living in Canada as per this screenshot https://www.screencast.com/t/pMsPkMTxX. 

Once more, you broke the most common rule in a casino, opening more than one account. When you break the rule by opening 6 accounts at BitStarz, I'm not sure how we're the crooks.

Olle

Wow you say u can see all that info but but don't know where people are ok and I did not have a chance an IP until I was instructed to from your staff I didn't even know what an VPN WAS it was all explained to me when I signed up I was using my IP wAs able to go thru the whole process until it was time for my free spins they would not worked it would say bannex country so I contacted chat that's where I was instructed what and how a VPN worked that's why the Canada IP

I've always had American flag lol I wouldn't trade it for anything but I guess I should had known then even if I asked for my bicoins back or played and won and got banned it didn't matter as BITSTARZ found a sucker me I'm done waisting my time on BITSTARZ you have picked my pockets and time I have said my point in not the only one I already know just Google bistarz and USA and there hundreds if not thousands of the same cases Google away there's even sites promting USA I asked about that when I got banned same answer I can't control what third party affiliates do LMAO get real dude best of luck to ya lol or you make your own luck GOD BLESS 

Yep I did open 6 accounts after you ripped me off what do u think I care if u banned me I hopped you band everything about me I won't come a million feet of you crooked casino and people goodriddens 

Hi David531,

You need to calm down and stop using the offensive language. Olle did his best to explain the whole situation to you. You had a chance to talk to him directly and ask questions. 

Having duplicate accounts as well as using VPN at any casino is a breach of their T&C. It is clearly stated in their T&C and they have the right to close your account. Please be careful next time. 

Did you not read the whole thing I wrote I opened munltipal accounts AFTER THEY RIPPED ME OFF go ahead go there and play yourself I don't want to I don't want anything from them Google BITSTARZ a ND there reputation speaks for itself self robbers thank you sorry abouty language I will say this again I made numerous multiple accounts AFTER THEY RIPPED ME OFF I know the rules why would I make hundreds of dollars of deposits just to throw it away for multiple accounts AFTER AFTER AFTER  they RIPPED ME OFF 

Hi David,

So, the fact still remains that you first asked us to send an email to the "US", and we closed you down because we do not accept US players. Then you claim you're in Canada, and you also have Canada in your profile, but we close you down still because we do not believe you were being truthful. Then you break the terms by opening 6 accounts and we're the crooks despite all we doing is baring you from playing? 

We haven't confiscated any funds or anything, we just closed your account down. How does that make us crooks? 

Once more, we're going in circles here. We're gonna rest our case at this point.

Olle

 ”If it's the case that we detect that someone is from the US and that player won, what we do is pay the player out (unless they've breached some terms or something of that nature) and then we close the account. It has been standard procedure at BitStarz for a very long time.”

Is this true? Maybe you can take a look at my account. As far as I know, I didn’t do anything wrong except that I’m from the US. Obviously, I wasn’t aware that US players are not permitted to play there. But you said you guys pay out winnings unless there is more to it, right? They didnt’t say anything else that I could think of, but I dont know, I mean would you take a look, please? I attached images of the tickets that were sent to my email. Oh and a couple questions, how come UK players gets a warning like this image and US players dont? I was able to get my deposit back like what they said in the email, but if I lose, I wont be recieving an email saying “you are not permitted to play here and here’s your deposit back”,am I? Thanks 

-Bitstarz email: [email protected]

Hi Graham!

You're absolutely right, I just looked into the case for you. If you can upload a proof of address for me that is not a digital copy (something that has actually been sent to you by post) I'd be happy to honor your win here.

So, the reason we don't block US IP but we block UK IP is that we have a lot of players who use US IP on a VPN as it's a pretty common default IP for a free VPN service. And we have a couple of countries in particular where our players use a VPN but they're not from the US. I hope that makes sense. I mean, if we tried to pull a fast one here, we wouldn't block any IP, right? :)

If you can PM me, I'm sure we can work this out!

Olle

Thanks for checking it out for me, Olle. I sent you a private message. Thank you again and have a wonderful day.

okay, so after a few issues over the years with casino's trying their very best to try to get out of paying wins due to technicalities or whatever out of documents etc, i have decided to try get verified before i start spending my hard earned dollars... I had already been depositing at Bitstarz when i came to this decision so i uploaded all my documents and after a month or two noticing i hadnt been verified, i asked the question, and they told me they wont verify my documents unless i make a claim to withdraw!!!!  This doesnt make sense to me so i have stopped depositing there even though they were one of my favorite casinos..  i dont like the thought that even though they dont mind accepting my numerous deposits, that if god forbid i have a win,, they may reject me!  Why cant they verify beforehand??

Hi gypsy may,

Can you please private message me your casino username and we will ask the Casino Rep to look into your account? 

Hi there,

There might be some misunderstandings here, so just allow me to clear some things up! :)

So, it's normally the case that we check documents when people wishes to withdraw, I mean, that's when we request your docs from our end. That doesn't mean you cannot contact us beforehand, upload your docs and ask us to verify them :)

With that being said, there might be additional documents that we need to ask for depending if you use more deposit methods than you orginally verified in the first case.

Once more, if you contact support and ask them to verify beforehand, I'm sure they have no problem doing that. If you
run into any issues there, just let me know in a PM and I'll be happy to talk to them :)

Olle

okay... maybe it was just someone i spoke to on that particulat day.. i do have a new card i have been using to replace an old card i lost (the bank sent me a new card with new numbers even though same account, very annoying) but i'll upload that..  i dont mind blowing majority of my wage at a casino but after a few heartbreaking occurances over the past year, i thought it best that i get verified from the get go to avoid the frustrating aftermath that can occur when they decide to not pay out.. why accept my deposits if they think somehing dodge is going on?  best get the verification out the way before blowing more money just to be told no dice at the end of it

thanks ollie... thank you for your prompt reply.. ill keep you posted

Hi there,

I totally see where you're coming from here, but don't worry, as long as you upload all requested docs, all is gonna be aces (total pun intended). If you run into any issues, just let me know :)

Also, it's none of my business what the majority of your wage is, but I just want to say that we do have weekly and monthly limits that you can set to ensure you're always within your budget.

Last but not least, have a great weekend and hope you land some nice wins!

Olle

so i received free spins yesterday and managed to win a few hundred dollars. i know the withdrawal is limited to 100 and knew the remainder of that (200) would be lost. not sure how that system works i figured id just withdraw te 300 and then as i was told bitstarz would confiscate the rest. and process the 100... whatever i was okay with that so no biggie. i  had some other free spins there waitig to be used so i withdrew the 300 and started playing the other free spins.  i won 45 so continued to play until i was logged out and my accont had been disabled???? i had an email from james stating that the money had been confiscated and all i had to do was re-withdraw the 100... however i cant do that because ive been disabled.... anddddddd conveniently everytime i go onto chat the connecton drops out just as they are checking my account.... seriously?

Hi there!

Just had a quick look at your account. 

It's not disabled and shouldn't be any issue for you to log in as usual. I also see that you have 149 dollars in your account :) 

So if you just try to log in as usual, that should work.

Olle

oh i should mention i asked aout this on chat prior and james said that it would be limited to 100 but didnt explain how that worked or that mt account ould just be disabled randomly had he told me this i would ave made sure i withdrew only 100 but just from a quick google search the withdrawdisable seems to be a bitstarz move so realistically my accoutn woud have been disabled regardless of what i did. sigh

Wise decision. Bitstarz which is part of the Direx group specializes in taking players deposits by offering them bonuses. If you ever get lucky enough to have a big win, good luck getting verified. They will close your account and steal your winnings.

Hi ramarth,

Based on your comment, we could not determine if you are personally experiencing a withdrawal issue at BitStarz Casino
If that is the case, please send me your casino username in PM inbox so that we can ask the casino rep to look into your account.