BitStarz Casino Support and Complaints Thread

Hey Melissa, 

Still no response...

Hi Tex,

Sorry for the slow reply, I'm a bit bad at checking my emails during the weekend :(
So, in regards to your case, we're talking about the no deposit bonus offer which new players get without any demand for deposit.

When the guys looked at your account they saw that other people had claimed the bonus offer from the same IP address as you, and there's a standard rule in all online casinos that only one welcome bonus can be claimed per device/address/IP, etc.

That would be the reason :(

Very sorry, but if we didn't enforce this rule, one could use a VPN and claim plenty of bonuses, which we are trying to avoid :(

Olle

I understand that fully and it makes sense however, I know that there were not multiple accounts opened for bitstarz frm the same IP. Your response kind of beats around the bush and doesn't make much sense. If people were allowed to use an IP more than once then they would use VPN's which you are trying to avoid? Umm..wouldn't they use them because of that? Regardless that didn't pertain to me or my situation and was irrelevant.

I had read in more than one place that those who win off the registration spins are always told this same thing for the most part and that's why I never really wanted to give bitstarz a try. I think it speaks volumes that a casino who refuses to payout those who win on no deposit spins using some stupid excuse that isn't true is not to be trusted and can only lead one to wonder what would be the situation in the event of a win made on a deposit, in all fairness I am sure how a player would expect to not get paid for that as well so investing any actual money would be stupid. I play at several online casinos and I can provide you with which ones if necessary so you can find out for yourself that I am an honest player who spends a lot of money but I refuse to deposit actual money at a casino that has questionable practices. I hesitated to try bitstarz because I had heard that this would happen and did. I am sure that paying people who win on no ndeposit spins would  just be easier but for the very few that do I guess that's too much to ask for and such fora small percentage that you'd gladly lose theitlr business rather than pay. After all no deposit spins are almost impossible to win on anyways. Even though bitstarz is said to be the most popular and I'm sure can afford it, paying a patron anything before they have paid something to you first is just gonna bankrupt your whole operation right?  I guess it's all a ploy to get people to play with actual money assuming that most will not win on the free spins and in the event someome does you will just make am excuse not to pay and they will believe whatever false excuse you give because most don't know any better or feel like it's a battle they can't win.

It would be great if you all could pay me as.i won fair and square but I doubt it will happen. In the end ripping off a potential customer off for such a small amount isn't worth the amount you would have made off me in the end and I'm sure most others as well. I am almost 100 percent sure than any winners would just turn around and redeposit their winnings to keep playing so there is another thing you can add to the very long list of things that give the casino very small risk of actually losing anything even if they happen to have a winner on no deposit spins who happen to get to cashout. I think the best thing to do is NOT OFFER ANY TYPE OF NO DEPOSIT SPINS if you don't intend on paying any winners therefore you people don't lose money you'd rather not and you won't have to lie and leave customers feeling cheated if they happen to win. Therefore everyone is happy.

If there were accounts on the same IP then the spins wouldn't be issued in the first place place not to mention, continue to be issued afterward like the spins I was issued afterward which of course I didn't play because I won't get paid if I win anyways. If your system is automatically programmed to pick up on duplicate accounts etc. as you people say then why was there no evidence of this beforehand? And why after your system supposedly picked up on it leading to your agent discarding and confiscating my winnings did it issue more spins to me? It's because your system didn't pick up on it because if it did then my account would become ineligible to receive any type of bonus from that point on and none would be offered even including deposit offers. according to your agent who I had discussed this with, the system will automatically  discontinue any and all bonuses in the event that there is duplicate accounts detected, a VPN used, rules violations etc. For the accounts which are not closed for any of the reasons mentioned will become eligible be for offers bonuses etc. after 4 deposits are made. But the system will not allow for any type of bonus or promo AUTOMATICALLY in the event that any of those rules mentioned are broken. The fact that I continued to be issued spins proves that your system didn't detect anything and it was a decision made without any premise or reason. For my situation specifically ,Those violations and a cash out would immediately discontinue the specific promo I was using according to the agent at your casino but it is clear that the spins were still being issued following my cashout being discarded because the system in fact did not detect anything that made me ineligible for cashing out on these spins or bonus offers offers following. It was a decision made at the discretion of an agent who seems to be trained to not pay any winners in the event of a win on these. In closing, the information I received that I feel proves my case was in a chat session I initiated without being signed in as I wanted information from an agent who would give info from an impartial perspective. The information just proves that this was just a poor attempt at avoiding paying a winner and the information the agent gave only proved my point.

Melissa, any input?

Lastly, I'd really appreciate being paid my winnings.

Hi there,

It seems like you've taken some no deposit bonuses before as you seem quite well-versed with the anti-duplicates system. Now, let me fill you in on what you didn't perhaps know.

Every system works differently. Our detection of duplicates might not work the same as other casinos, but you can still get free spins issued and in your next login get connected to other people on your IP. Not to give out too much information but as you can imagine, we can see pretty much all the activity on your end and what IP was being used. 

We have tons of players who manage to cashout from the no deposit bonuses, and for us to be able to do that, we need to ensure that we're only paying out people who stick to the rules. The one about one bonus per IP is used in ANY casino that offers no deposit bonuses and other bonuses as well for that matter. If you use a public library to open an account, unfortunately, that still counts as multiple accounts and we're even pointing that out very clearly in the terms. 

Now. I think I was making a valid point when I explained the situation in the previous post, about the VPN. So, perhaps you can answer that question. Were you using a VPN or were you not? 

Olle

No I was clearly not using a VPN. I brought up this subject because you included something in your response about the fact that if you DID allow multiple accounts on an IP, it would cause people to start using a VPN. The reason I felt the need to comment on that is first for the fact that it had nothing to do with our situation at hand regarding me so I didn't understand why you wrote that anyways. Secondly it didn't make any sense to me anyways because a VPN is used by people to hide their location and you had stated of you allowed people to have multiple accounts on the same IP it would push people to use one which made no sense to me because if muktiple accounts were allowed wouldn't it be the opposite affect where people would not even try in any case. Me addressing this really was pointless but in any case it was pointless to have included this in a response to me when it had nothing to do with my issue and try and use it in explaining why you're trying not to pay me. To be completely honest, the response from you seemed as if it wasn't even directed towards me and if it was, you did not not even read my complaint as your response was not addressing my issues and in addition included things that maybe you thought were informative but though it didn't apply to my issue in any right, I felt the need to let you know that it still made no sense.

If possible I would like to stick to my issue and things that are relevant to it. You claim my IP had previously used free spins and I strongly disagree with that and I have detailed why up above. You claim that you guys pay people for no deposit spins all the times , well I read in detail all over many sites that many people have the same issue of not getting paid like me if they win off free spins. I didn't just speak on behalf of a group of people just because I had this experience, I spoke of it because it's what I read from many people all over.

In good faith and in an attempt to make a genuine effort to provide some shred of customer service I would hope that your next response will be something relevant to MY issue instead of dancing around the subject and not even trying to satisfy a patron (myself) who feels cheated and now offended for your lack luster customer recovery efforts and inability to stay on the subject when responding. If I can't even get you to respond in a way that actually seems like you are reading what I'm writing I'm sure the chances of me getting paid are damn near non existent.

Though I'm becoming less hopeful as the time passes I will still see where this leads and whether the right thing will be done and I be paid the winnings I deserve  ..

And furthermore....the information which I used in my case was provided by your agent which as I stated, I chatted anonymously with so my account couldn't be viewed beforehand allowing a defense to be created just to provide info that was favorable to the casino. I wanted actual facts and information which wouldn't change based on what my account said. I don't like feeling cheated nor do other people so I did my homework before even getting into all of this in hopes of ending it. Because of this, all of the facts that I am stating are only known to me because an agent from your casino provided me with it so there is no need for you to tell me how your casino works because supposedly I have been given the rundown by one of your agents already. If what they told me differs from what you claim then there is another problem which isn't mine and should be something you and your agents discuss as it's conflicting and your rules and policies should be explained the same by all. Rules shouldn't change ever if they are written and explained by a rep of a company. Rules and policies shouldn't end up changing just to put the business in a more favorable position. Rules and procedures should be consistent as it is the expectation of customers who use things of the sort in making an informed decision whether they would want to even bother in the first place if that makes sense.

SO MY POINT IS THAT-

THERE IS NOT MULTIPLE ACCOUNTS ON MY IP AND I KNOW THIS 100 PERCENT FOR SURE.

I would strongly encourage you not make roundabout accusation which you are implying that I dont follow the rules when in fact it appears your casino doesn't honor their own conditions.

This is not supposed to be a back and forth especially from you to me as a business should always handle complaints with professionalism and not be accusatory or defensive. It is not my intention to be rude or disrespectful just because I am supposed to be on the receiving end of service. I feel there should be mutual respect but in the end I am the customer and a business should hold themselves to a higher standard when handling the situations rather than pointing a finger and insulting the intelligence of a customer as I feel has been done to me.

Hi Tex,

Thanks very much for your feedback on this matter. As the casino rep clearly explained in his previous posts you made multiple accounts plus you were using VPN as well. You know that this is a serious breach of casino T&C. The casino rep also showed us the evidence of this case so there's nothing more we can do to help you. With all that said we consider this case as resolved. There is no point in repeating the same thing over and over again. Our advice is to follow the rules when gambling to avoid trouble. 

First and foremost I was never accused of using a VPN by the casino. When the topic of it came up up at random while discussing my issue it was just because the casino felt the need to mention it while stating what people try and do It guess though it didn't relate to my dilemma. When I made the comment that it didn't even pertain to me, it was then asked to me as if I had used one, another off topic response from the casino but it was a question and at no time was this the supposed issue as to why I wasn't getting paid. Clearly if the casino had to ask me personally at that time rather than just stating it was part of the issue initially then clearly IT WAS NOT a factor in the decision to not pay me. The issue was  supposedly that i have multiple accounts registered from my IP which I know is not even possible. For you to be borderline rude in your response as if I have made no sense and the casino has made nothing but is a crock of shit. I love how the casino provided you  proof of my non existent VPN use when they hadn't even technically  accused me of using one so I guess you don't comprehend what you read too well even though I repeat myself over as you claim. Maybe I wouldn't feel the need if I felt like the people reading were not only understanding my clearly explained points and in addition didn't respond with answers that are unclear. So let's just say this, I supposedly have multiple accounts , I don't. Th new accusation by you and not even the casino about using a VPN while playing isn't true either. Ok so I guess im Out the money. Congrats! Between you and the casino , I lose a whole $100 by way that of false accusations and evidence that doesn't exist because it cant and you two win! Hope you feel great! In closing my time is valuable and worth way more than all this bullshit I've had to write and so if you feel like I'd truly waste  my time for the small amount of money I'm owed you're mistaken. I don't give a shit about $100 but the principle of the matter is being any dollar amount and so I will put in the effort and time for that.

Dear Tex Wilson,

We do not take anyone's side, the only thing we are interested in is the truth. We mediate between a casino and a player, ask for the evidence in order to see the right side of the issue. We always do our best to provide the best possible mediation between our members and casinos. You have a chance to talk to the casino rep directly and express your opinion.

If you are not satisfied with the casino's decision you can always file a complaint to their licensor. 

Melissa,

At this point I don't believe I even have a chance to win this dispute thanks in large part to the way you addressed this entire thing. At this point the mediator whom is supposed to be impartial and without bias (you) have clearly favored the casino with what seems like no regard or consideration for my points or the things I wrote even though I did extensive homework to back up my case. It honestly appears that just like the casino, what I said doesn't matter.

There is no reason for the casino at this point to make any effort at resolving this with me because we all know that customer recovery efforts and displays of customer service in situations similar to ones like this are mostly to save face. Considering how you addressed the matter, there is no face needing saving by the casino as you have made me out to be in the wrong and the bad guy. Even in the event that I am owed something, do you think a casino is going to pay me if they don't have to? Of course not. Thank you for all of your help(?) I really appreciate everything including the accusation of usins a VPN which sealed my fate in the case which you threw in as a bonus for the casino, though it wasn't even a factor in the case until you mistakenly included the imaginary proof in your evidence against me.

Why even bother at this point. The casino already won because you said so, my case, valid or not doesn't even matter now.

Hello there
I have a dispute with bitstarz online casino for bonuses
I'm still not sure
Does the casino confiscate my 1,000$ winnings in line with their bonus rules?
So I want to seek professional help so that I can continue to trust this online casino.

I received the "Second chance Free spins" event bonus on May 06, 2020 09:03

May 07, 2020 09:03 Bonus expires and cancelled

The casino removed the $1000 winnings I won in the live blackjake game

These are the terms and conditions
https://www.bitstarz.com/bonus-terms-and-conditions

The casino terms divide the bonus into the following three categories
NO DEPOSIT BONUSES TERMS AND CONDITIONS
FREE SPINS TERMS AND CONDITIONS
GENERAL BONUS TERMS AND CONDITIONS

What kind of bonus event is my bonus?

The result was very unacceptable. I received a 0.9$ bonus from the casino but lost 1,000$ in gaming profits.
This bonus is like a trap. So I really need a reasonable explanation that I can accept.

Hi zhuzhuxia,

Could you please provide me with your casino username? We're going to check with the casino rep what's seems to be the issue. 

casino username : xiaozhuzhu

I want to hear your opinion instead of the casino

Hi there,

I'd like to think I'm a patient guy, but this is a bit tiring I have to confess :)

Sir, you've already made a similar complaint with CasinoGuru and CasinoMeister and it was declined because there's a very logical explanation as to what happened, but unfortunately, you don't seem to be very keen on getting an explanation at all.

To make a long story short.

The player got a free spins bonus from us, played the spins, and started to use the bonus money from that free spins to play some blackjack. Now, the player didn't manage to meet the bonus wagering requirement in time so the bonus EXPIRED. So if a bonus expires, the bonus money is automatically forfeited. Now, the player seems to think that we took the money from him, but if he'd just look at the status of the bonus, it says EXPIRED.

To make a real-life parallel here, it's basically like me going to buy bananas at the grocery store. I don't use the bananas in a month, so now they're all black and have mold on them. I don't think it's the grocery store's fault for me not using the bananas I bought, that would be mine.

In all honesty, I'm not sure I can make it more clear than that :)

Olle

I have the right to find anyone who can help me get justice
You didn't answer my question
Which rule does the bonus belong to?
I need to understand that your bonus rules are well-founded.

Your betting requirement for this bonus is 40 times 0.9$, which is 36$
And my bet has 1200$ on that day
Why are these not counted in the bonus betting requirements?
If it is not counted in the bonus
Why confiscate my 1000$ profits
This is obviously not fair
This is what makes me angry
No one would think that my 1000$ profit was obtained using your 0.9$.

Hi there,

Unfortunately, I think you're just proving my point here.

Once more, nobody confiscated the winnings from you, the bonus expired because you didn't meet the wagering requirement in time.

If you want to, I can try to explain it in Chinese for you? 

Olle

You still haven't answered my question which rule does the bonus belong to?
Why doesn't the blackjake game calculate the bet amount?
I will be happy to see that you can speak Chinese to me to show that you can welcome players from China very well
So why don't you speak Chinese?

I tried writing it here, but it won't allow me to post in Chinese :), so here's a screenshot. 

Yes, the banana has expired
That is the 0.9$ bonus expired

But you still took my 1000$ profit. Is this also the banana in your shop?
You still haven’t answered my question
You haven't answered my question yet, which rule does the bonus belong to?
Why does Blackjake game not calculate the bet amount?

是的香蕉过期变质了
那是0.9$奖金过期

但是你还拿走了我的1000$盈利 这难道也是你们店里的香蕉？
你依然没有回答我提出的问提
您还没有回答我的问题，奖金属于哪个规则？
为什么Blackjake游戏不计算投注金额？

Hi there,

@MelissaN, I tired. 

Hi zhuzhuxia,

We are reviewing your case and let you know once we hear all details regarding the promo you claimed. 

Hi

We chatted with the casino rep and also checked their bonus T&C. 

However, your bonus expired that's the reason why your bonus balance was forfeited. It is also clearly stated in casino t&c. You failed to meet the wagering requirements. 10.Bonus funds and winnings will be forfeited upon expiry of the bonus.

Regarding the game contribution towards wagering please note that only slots contribute 100%, if it is what you are referring to when asked about blackjack. Please check this sentence: 6. Please note that different games contribute to a different percentage towards the wagering requirements. Slots contribute 100% (aside from excluded ones and classic slots, see below), while all table games, video poker games, and live games contribute 5%.

Hope this helps. 

Thanks for your patience review

On the day I received the 0.9$ bonus
Bet at least 1000$ in the blackjack game.
Calculated according to 5%
0.9$*40/0.05=720$
So the wagering requirement of this bonus is that I can meet it
But their system does not count the bet amount
You can check my betting record on that day
The casino didn’t even count the blackjack bet
So the following rules are not followed by the casino
"Please check this sentence: 6. Please note that different games contribute to a different percentage towards the wagering requirements. Slots contribute 100% (aside from excluded ones and classic slots, see below), while all table games, video poker games, and live games contribute 5%."

I'm complaining about this
Casino is unwilling to explain this to me

Hello i have a question.  Do you have to withdraw from Butstarz on a NDB or can you keep playing it?  

I kept playing it as i always do and then my withrawal was discarded. I have withdrawn more than once. 

Please help. 

HI Amy Oden,

You should be able to withdraw your funds. Could you please tell me if the casino stated the reason for removing your withdrawal? Please also provide me with your casino username so we can notify the casino rep. 

Hi there :)

As the lovely Melissa said, if you can send over your username I promise to have a look at it:)

Olle

Amy19oden is my username for bitstarz

My username is Amy19oden at bitstarz. 

I only was able to cashout 0.015. $150 USD. I had like $1200 USD 

I dep all the time and had twice before the spins. I have cashed out on free spins before that was over yhe msc allowed. I just played it and played thru that $150 morr than once. 

Yes I completely agree with you and I feel the same way. I deposit all the time and really cash out on my deposits but I have cashed out several times off of free spins bonus and recently, like last week they dropped me down to the .015, and removed the surplus funds. You see what gets me is my entire argument with the whole thing I had already reached my play through and play the requirements may I had 10 in BTC. so I looked at it and I figured I could pack up at nmbtc and then I could deposit it all right back in here and they know that so what's it that make a play through his net it's not like I want a crazy amount with the bonus funds or anything with all this one who sells so I continue playing, I was playing the new bunnies game by No loot City and I hit two wild and two bonuses and that wasn't high so I didn't win anything crazy I think I was up to like 30 in BTC and I decided will let me cash out just in case they try something funny and I detached out I tend to cash out 20 in BTC and leave 10 in there to play with only to receive the notification that the max cash out from a no deposit bonus was .015 and they took the liberty of removing the excess funds from my account. Here's the kicker, I attempted to cash out the 20 mbtc and leave 10mbtc in there to play with, they didn't send 15in BTC to my cash out address they just removed the surplus funds and left the 15 and BCC in there to play with. So I'm left steering at this 15 and btc's in my account that I can play with and I'm like a flashback to when I checked and made sure I had hit the plate the requirements when I had 10 and BTC in there and before I decided to go ahead and play the game the bunny game and that's where I'm lost and what I don't understand like I have to notify you guys that I want to cash the money out and redeposit if I expect to withdraw anything else I win from there on out?. Are the games different with while playing with bonus money than they are if it was freshly deposited from a wallet? Help me to understand, please!

First off let me start by saying that the stars is mine favorite casino to play at very reputable highly recommended and most trustworthy. I've been playing in depositing here for well since B Gaming was SOFTSWISS, and he'll when I signed up they have you free spins and the spins bet value was placed at .02 mbtc!!  Always thought it awesome they didn't lowball you with the free spins at $0.01 and they actually bumped you up to $0.02 for the free spins of course now it's fractions of a cent but like I said been playing here a long time. that being said I still cannot for the life of me understand why once a bonus playthrough is met whether it be a no deposit or deposit bonus why must I inform you or actually withdraw the funds from the casino then return them to the casino, in order to withdraw any further winnings?   I understand if maybe I hit big with the bonus funds that I haven't been like if I haven't met the playthrough and I hit bigotonas phone's not allowing me to cash out but..  Specifically speaking, few days ago I want on a no deposit bonus playthrough meant type 10 mbtc thought about cashing out the new I remember play through so at this point I could withdraw and put them back in and it's the same thing pretty much so I left it in, played, hit the new bonus bunnies game, account up to 30mbtc attempted to withdraw 20mbtc and had all butibut 15mbtc removed account not cashed out but kept in the account and at that point anything I win I'm allowed to withdraw

Hi barsalou6,

Please provide me with your casino username so the casino rep can look into your account and provide the explanation regarding your withdrawal. 

I cant find my post i posted last night to see if you redponded to it. 

Ok. Please try to get my withdrawal i really need it and i didn't get a Fri loyalty bonus today and i usually do.

Thanks 

Am*****[email protected]

Bitstarz ID

Thanks for sharing your account details Amy. We'll notify the casino rep. 

Thank you Melissa. I hope we hear some good news fast!  

Hi Amy,

Thank you so much for that.

Now, the reason appears to be that you won from a No Deposit Bonus (which you mention). This particular bonus "Second Chance Spins" which we're referring to here, has a max cashout as per this term.

Bonus Terms and Conditions

1a)

"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, Wednesday Free Spins Drops, Second Chance Spins will be 100 EUR/USD/CAD/NZD/USDT, 1,000 NOK, 0.3 BCH, 1.5 LTC, 0.6 ETH, 30,000 DOGE, 400 PLN, or 6,000 RUB."

I hope that makes sense. I know of course it would be a lot better to keep the whole lot, but bear in mind that the spins is something you get without having to do any deposits what so ever, so it's better to cashout something rather than nothing at the end of the day :)

Olle

Yes i understand all that. However, why would i have to withdraw and redeposit?  It's clear that i played back plus some. It's just confusing when your allowed to one thing and then next time you cannot. 

I was told that bitstarz sent me email regarding this but i have not received it. I also thought that bc i usually receive a loyalty bonus that i was exempt from that rule. I waa informed by cust service that was only for VIP, so i thought i was VIP bc of the Fri bonuses ive received. To my surprise i guess i am not. 

If i had more undrrstanding of my position i would have did things different. Not that im not grateful for the spins, bc i am. However, i do play alot and spend money as well. 

Thought that since i was so loyal that i was getting a fraction back. 

I didn't receive any Fri bonus today either, I guess im just ignorant to what i am supposed to get any more. Its almost to where i don't want to contact cust serv bc i am sure they are tired of me asking questions bc they are very short and rude I think. 

Thank you,

Amy M Oden

Hi Amy,

Thank you for your reply :)

So, we've never changed the rules about the Second Chance Spins, they've always had a max cashout (at least for the past few years). 

The loyalty bonus is not limited to VIPs, but VIPs have a special version of the loyalty bonus and do not have max cashouts. Yet again, we're not talking about the loyalty bonus in regards to your original question though, but the second chance spins.

It's important to note that the Friday Bonus is not a guarantee each week, it's not an official promotion you can read about on the site, it's a surprise gift :)

I do apologize if you feel you've been treated badly by support, which is something I take very seriously. If you have a specific case you'd like me to look into, I will happily do so for you. That will never be tolerated.

Furthermore, you are a loyal player, and I hope you see the gratitude from us by the amount of bonuses you get in a weekly basis based on your deposits :)

If you have any further questions, don't hesitate to let me know.

Olle

Hi there,

Thank you for your feedback here.

I get what you're saying, and also, I totally understand that it sucks to have money deducted from a max cashout bonus, I'm totally with you on that. 

But hear me out here. There's a big difference between you making deposits for a promotion and you getting some spins from us out of nowhere (at least in my opinion). When you make a deposit for a promo, you expect to get your bonus as per the conditions of the promo, so it would be absolutely crazy for a casino to remove funds from a bonus that you deliberately deposited to get.

When it comes to the free bonus which you didn't know existed, but we threw your way, it's a bit different. As much as it sucks to get funds deducted as part of the max cashout, it's important to look at it from another perspective. If we didn't give you that bonus, you wouldn't know it existed. So instead of you looking at it from the perspective of you getting deducted, you're actually getting 100 dollars for free for not risking your own dime what so ever.

I mean, the alternative would be that we don't give any free bonuses and we wouldn't get any complaints about deductions, but one part of me thinks that players at the end of the day would appreciate 100 dollars rather than no funds.

At least that's the way I look at it, but I absolutely respect your opinion if you think otherwise.

Olle

Hi SServiceagent1,

We notified Olle about your post. Please keep an eye on this topic. 

First and foremost I would like to say that if any matters could be resolved with the chat agents directly then I wouldn't feel the need to post publicly but unfortunately I have been left no choice after many encounters where I was not only unable to resolve an issue but I was met with rudeness and unprofessional responses from the agents. Bitstarz is probably the top BTC casino and you would expect impeccable customer service, but the way the chat agents treat customers, particularly ones who have spent what I have just in the short time I have been a member is completely unacceptable. I guess Bitstarz just figures that it can treat people however because it is the biggest one but that is poor business practice if you ask me but anyways, I'll get into the specific reasons for my complaint.

There always seems to be major inconsistencies in the rewards provided to players and whatever system in in place to measure how they are given. In addition there seems to be inconsistencies with the promotions as well. Please read my specific situations which I will detail...

1. Promotional Drawings- This is the specific issue that initiated this complaint because at the end of the Tesla drawing yesterday I politely messaged the chat agent to ask if there is a winner and a link with the winners name was given to me. Clearly I was not the winner and I joked with the agent that even with 625 tickets I still couldn't win. I then proceeded to ask a simple question just for reference about the amount to wager in order to receive the amount of tickets I had would have been $62,500 in real money if I was correct. The agent rudely responded which I can show screenshots of if need be that the winner was chosen. it's not me, and it's not up for debate. First of all I asked a question, I was not sour because I lost, I was not argumentive, it was literally a question. In the middle of me typing my response which can clearly be seen as the customer in a chat can see when the agent is typing and vice versa, the agent says since I am taking to long to answer he is disconnecting the chat. So I lost everything Ihad typed. Wow what a way to treat a customer who spend that in just a month. I guess no matter what you spend, you are considered a second rate person and should be fearful of asking a question. A person who spends what I have should be allowed to ask questions or a person who is spending money period. It's not like I was disputing the winner and asking for a Tesla. It just left me to wonder that if a person who wagers $62,500 can't win then who does. It's fine that I didn't win but for that amount of money I would hope I would at least be met with some type of respect or even a small amount of appreciatio but nope. I mean at the end of the day who knows if a real person even wins it considering real players with high amounts of tickets don't seem to be winners nd the actual winner seems to be an unfamilar name that happens to suddenly pop up on the current adventure  map as well on a level far above someone who spends a  fairly decent amount of money.

2. Adventure Map Promotions- This issue kind of ties in with the last one but when I signed up in late April there was a promo in progress. during that promotion I was able to achieve 19 levels, while collecting a total of 170 tickets for the Tesla drawing that was also going on at the same time. Having received a total of 625 tickets for the current Tesla drawing,one would only assume that I would have advanced well beyond level 18 for this one. Not the case at all. I am literally on level 9 at this moment and regardless of how much i played and what I spent, I couldn't seem to move past level 8 for over two weeks despite of the fact that I had deposited thousands, it seemed as if there were many period of playing where I did not advance at all. Having two of the same kind of promotions running again in the same manner, and comparing the tickets and progress of the map with eachother, there is a hge discrepancy in whatever system is being used to measure a players progress toward advancing. I understand that as you progress the levels get more difficult but it makes no sense that I only made 170 tickets for the last one but got to level 18, and this time with 625 tickets, I am on level 9. I am sure how you see this seems questionable and maybe what is really taken into consideration is players deposit history and manipulating the rate at which a player advances based on their liklihood to keep depositing. Based on what I have experienced and where on the map other players are, it doesn't seem like everyone moves at the same pace, I thik the speed at which a person moves on the map is being decided by you guys and done manually. It seems to be strategically done and tailored to each player so that it's not really a fair game but a manipulation to squeeze money out of players. I happen to have a friend who players on bitstarz wh deposits $20 or so here and there and I deposit thousands and guess what? We are on the same  level, that seems like something shady if you ask me. So at this point of the promotion I know factually that there is a person who has spent less than me that is at the same level. So now that I know that there is no way to convince me that everyone who is at a higher level than me on the map has spent more than me, what is the reason? Everyone ahead of me on the map has wagered more then $62,500 during the promotion? I think not.

 3. Second Chance Spins- I understand that these are not promised nor guranteed, however, it is common knowlege as players that when we deposit for any specific day, there will be spins provided and the amount of them will vary on how much was deposited. I have had days where I have deposited thousands (literally) and the most I have received has been 200. I have also deposited just a couple hundred and received the same amount which obviously indicates that that is the max given and that is understandable. What I do not understand is that there have been days where I have deposited several hundred dollars and recived none or recived the same amount I receive when I deposit less than $100 within a day. What system is being used to measure the amount of spins provided to a player? When I have asked a chat agent before, I was told that it was an automated system which would lead one to believe that it would ne calculated in a consistent manner and it is definitely not. My request to speak to any type of casino management was denied and I was being told there is no way to contact them. not even through email. Once again the explanation and fate of a player is left in the hands of rude chat agents who won't give explanations that make sense or allow you to talk to someone who can make sense of it.

4. Friday Loyalty Bonus- Again this is another amkount that varies. How is this calculated> When I first started I was compensated more appropriately and as time went on I noticed that my deposited increased and my bonuses got smaller with the more money I spent. I didnt even want to mention the fact that it is almost impossible to win with it and at times doesn't even allow play time beyond a few minutes. One time I received a bonus of thirty something mbtc and literally played it out with a bet of .2 mbtc in about 20 minutes, the fact that it literally dissapeared is annoying but at least the bonus given was an ubderstandable amount that makes sense. Now it dissapears quick but seems to be a fraction of what I spend. Again, it seems as if thiis bonus is determined not really on what is deposited but the playrs history and their liklihood to deposit real money. What is the criteria taken into consideration? Make sure I get the least amount of free bonus possible and the shortest play time because you know I will deposite real money as soon as I am done? I would just like to know why as i started spending more and more I get less and less....

5. Tournaments- When I first startedn with Bitstarz I placed and now I am never even on the board. How did I receive 3rd place in the slot tournament with a fraction of the money and most times I am 500th place or more when I spend more now? Again it seems like the liklihood of placing seems less the longer they are a player and even with spending more money. It seems just like with the other issues that everyone doesnt have the same advantage with it being equally fair for everyone to win. It seems like this is another strategy at getting people to deposit and slowing down the progression of a player based on knowing they are likely to deposit real money and rewarding them with a prize or free play is doing nothing but wasting valuable time that they would be willing to otherwise deposit, play and ultimately lose, and making more profit for you people. This is the only thing that makes sense to me and if an explanation that MAKES SENSE can be given then I would be more than happy to change my opinion.

6. Free Spin Wednesday- I know that the casino runs on a different time and it could be confusing but as the promotion details, the deposites to recieve these spins needs to be made before midnight (no time zone stated) to be awarded the following day before 16:00cst. Well I deposited $230 today alone which was about 18 mbtc, I was told I didnt even meet the requirement for the 80 free spins for 12mbtc becuase of the issue with the time difference. In any case, even though one of my deposits was past midnight in your time, it wasn't on mine and clearly shows it being on Wed even on my statement. First of all the rules state that the deposits need to be before midnight on Wed. a time zone was only stated for when the spins would be paid. Even if we were to base the deposits on casino time only, that would have made deposites from what would be considered the previous day on my time, Wednesday on yours and therefore I would have actually met the requirement for the whole 200 spins having deposuited more then the 20 mbtc. In the end I received only 40 spins when I met the requirement for the 80 at the least and quite possible the 200. I guess whatever time zone makes it more beneficial for the casino is the one used in the end. Once again I get jipped.

In conslusion, i hope I have explained myself clearly. The more I have spent the less I get in more than one way. I am not asking for the moon and the stars but please review my account history and see the amount I have spent. This is not a way to treat a person who invests this much money in your business. As a person spends more it seems they get less and less. In the beginning the bonuses, spins, win/loss ratio, advantages, etc seemed to be fair and actually at times, more than fair. As time has gone on I see a difference in every aspect of the casino and it just appears it was nothing but a way to trap players who will be referencing the first experiences where things were fair which prevents them from seeing that they are anything but fair now. The house always wins we know that, I am not asking to be a winner everyday, I just expct the odds for everything from gaming to the promos to stay the same and not be adjusted once you have a players loyalty. BE FAIR!

my email is- [email protected]

player name - YABOYJR

Hi YaBoyJr,

The casino rep has been notified. Please keep an eye on this topic.

Hi there,

There was a lot of text here but I'll try to address a few points.

As for the Tesla Draw, you mentioned that "If the person who wagers 62,500 doesn't win, who does?" Well, we do have players who have turnover of millions per week, so as much as 62,500 is a significant amount, it's not amongst the top players I'm afraid.

Also, for the time zone for promos, we gotta go with one particular time zone, and as we're in Europe (and so are many of our players) we're going with that. We understand that we have players all over the world, but we cannot adjust to every player individually. We also include timers on the site so there's a count down, to make this easier for all players.

On top of this, you mentioned you didn't get enough bonuses, but there's plenty of bonuses to be claimed on a weekly basis, a look at our promotions page would confirm that. Monday Reload, Wednesday Spins, Island Promos, Rook's Double Cash and on top of that, Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus, etc.

If you don't agree with me that these are a lot of bonuses, I'd love to hear what you consider a fair amount of bonuses to be.

Regards,

Olle

I notice that some Direx casinos become owner of new Dama.Now i see e ample Oshi ownner is Dama.

I never had any problem with Direx casinos exept Bitstarz when 2 times confiscate money. 

Hello SServiceagent1,

The Casino Representative has been notified. Please keep an eye on this thread.

Hello SServiceagent1,

We need some evidence to support these accusations, otherwise these statements just serve to ruin the reputation of these brands and they'll be considered as false.

Do you have any evidence that you could provide us with?

Hello SServiceagent1,

LCB is not involved in any legal matters you're talking about. This allegation seems to be the same as the one against the casinos you've mentioned.

Of course, you don't have any evidence to provide us with for your accusations, therefore, please stop spamming this forum as nobody (members or casinos) on this forum is allowed to accuse individuals or companies without any reliable evidence.

Bitzstar Casino problem with withdrawal and tournament winnings  I won money in the casino and they keep cancelling my withdrawal after sending them  documents after documents and everything is verified, they still cancel and that's not all tournament winnings nd up wanting 698 in wagering after i won 15.96 in a tournament, Please help with  both of these situations 
problem with my withdrawal winnings and everything was approved and Iam getting the merry go round for the same things, and wow i could not believe it i also i got an email saying that i won in a tournament 15.96, i was so happy that is the first time ever i win in a tournament, but then come to realize or check out my winnings in the casino,that i won from the casino well they put my winnings that i won back in my account after i had everything verified and wow i could not believe this part they say i won in the tournament so what they did is added my winnings i won from the tournament 15.96 and added that to my winnings making it a wagering requirement of 696 or something like that, wow i could not believe it , that is not a winning in the tournament that is a total lie,and first of all i did not even ask any bonus for wagering i played with my money, in any case please help me with this situation and further more i do not have the same deposit and withdrawals for tournaments. this is a mess if this is how BitStarz works, i do not want any part of it. 

Hi Piko, 

Please provide me with your casino username. We'll notify the casino rep.