BitStarz Casino Support and Complaints Thread

   Thank you Mellisa,    [email protected]

Mellisa  this is the freeroll i played in the tournament for bitzstar  and i cancelled it as they added these winnings to my winnings from the casino and look at what they asked for in wagering Welcome Freeroll Canceled 15.58 CAD 0.00 / 623.20 (0 %) September 18, 2020 , what do you think is that winnings or  torture   thank you

Hi piko,

The casino rep has been notified. He'll get back to you with the answer to your question. Is it stated in tournament T&C that the winnings from the tourney need to be wagered? What tourney did you play?

 but it's what they did, they added the tournament winnings  to my casino winnings and then when i tried to make a withdrawal they said i could not because i has a bonus to wager, and i had winnings from the casino  with a deposit i made with no bonus, very confusing , so i know lost the winnings from the tournament because i did  cancelled it to get my casino winnings out, I am very disappointed in how they handled this  the tournament is the freeroll for bitzstar

In some cases, you should not have any active bonuses while playing the tourney. 

However, let's wait for the casino rep who will explain everything in detail. Keep an eye on this topic. 

Mellisa that's what I am saying i did not have any bonus at all , no active bonus, in the casino or anywhere, i played the tournament through social tournaments and my payout there is through paypal, so what I am saying is ,  they added the tournament  winnings to my casino  winnings  then made it look like a had a bonus but i did not have any. i made a deposit to there casini without any bonus thank you Melly for taking your time to reply to all my emails.

Okay thanks for the info. The casino rep has been notified and he'll get back to you. 

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 wan   it's been one 10 days, and they keep saying it's gone on there end 

Hi Melissa , i still have not gotten any news from the rep, it's been over 10 days , thank you Piko

Hi Piko,

I'm a bit confused about all this you'll have to forgive me. You also speak about PayPal which we do not accept as payment option.

Can you PM me please?

Olle

But to make a long story short, you won bonus money from a tournament, which came with wagering requirements. You got 15.58 dollars in winnings but had to naturally complete the wagering prior to be able to withdraw those funds. You also had your own winnings (300 dollars from your original 40 dollar deposit which was already cashed out now). So I'm a bit confused as to what the problem is here? :)

This casino is an exception, it is not like any other casino. he lets the players make deposits and after a withdrawal he tries to find a problem to not pay.
I made my first deposit in 2016 and sent my documents to verify my account.
I thought my account was verified since I haven't received anything from support.
yesterday I made a deposit and requested a withdrawal but the casino did not accept my documents. with these documents my account has been verified at other casinos.

Hi maiwen63,

Please private message me your casino username so we can inform the casino rep. 

Hi maiwen63,

Your account details have been sent to the casino rep. Please keep an eye on this topic. 

Hi Melissa they are trying to say that they paid me on here and on there support team, and it's not true, they are lying as others are saying, everything has been verified and they are trying to make it look like i got my cash which is 299$  this is  bitzstar casino once again I am putting up an alert for canadians don't play at this casino, they lie and cheat you of your money,

  user name  [email protected]    and the winnings are suppose to go to interact,  easy,simple ,  i made a withdrawal 2 weeks ago for 299$  through interact,   

Hi piko,

As far as I can see from the casino rep's explanation, you couldn't cash out your winnings from the tournament because you had to wager the winnings that you got. The tournament prize needs to be wagered before you can withdraw it. 

why  do you keep playing with words, just give me the money i win and withdrew in your casino through interact, and stop playing games, do you take us for fools, bla bla bla bla I am owed 299$........  and that was a straight deposit no bonus  , i did not take a bonus on my deposit to play in your casino , so just show me my money$$$$$$$$$..  forget the tournament 

Hi Melissa, sorry for all this stuff, it's just that they will not pay me what they ow me, from my casino winnings 299$ fair and square with straight up deposit that i made and did not take there bonus on my deposit, and forget the tournament  winnings i did not claim it .  

Hi so let me explain what just happened. I was at %87 on my way to level 6 on the pirate gold promo. I deposited and played a bunch wanting to make sure i had gotten to level 6 and not lost out on all the wagering i had already done. i was sure i had played enough to get to level 6 but the meter hadnt moved at all. It was still at 87%. i contacted support and was told that it would be looked into and fixed. i wanted to know if i had made it to level 6 and was told there was no way to find out. i figured i had to have made enough bets and thought i didnt need to make another deposit since i would be recieving the free spins for level six. this is with 10 hours left in the promo. i didnt recieve any reply until after the promo had ended and thats when i found out i had only made it to 95%. the promo being over i cant make use of the 95%. i wasnt even givin the chance to make it to level 6. i was cheated from having the option. even tricked into thinking i had made it so i didnt make another deposit and make enough wagers. How is that ok? i thought bitstarz was a decent casino and wouldnt do something like this.

Oh pardon, they're not cashed out, but all funds are waiting in your balance. This because you haven't provided all relevant docs for the KYC.

Hi there,

First of all, I'm really sorry about this, but it was an issue that affected all players yesterday.

We're not perfect, just like anyone else. Technical issues occur and sometimes it takes a bit of time to sort them out, such as this one. 

If it's the case where you have been missing out on reach a level due to some fault, you will of course be compensated for where you would have progressed in the promo (regardless if the promo ended or not). I do have to kindly ask for your patience however, as we've got a big backlog of players who are in the same situation as you.

So, I'm sorry you feel you've been cheated, but you have to realize that cheated (to me at least) means it was in our intent to do something to you, which is not the case here. I'm also offering to solve the problem and rectify what happened.

I recommend logging a ticket with our support if you haven't already, and we'll take care of it :)

Olle

thats just it i have started a support ticket and i was told there was nothing that would be done about it. I wouldnt have made this post without having tried resolving the issue privately first. I hope what you say is true and something will be done abou this.

F0YO9: BBCUS-25087 is my support ticket

im so pissed right now. what a joke this casino is. this is my support chat with sean. 

Sean 04:58
Hey
Jamie 04:58
hi
do you see my message
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Sean 05:01
There is no note on your account regarding this so either it would be credited by the rep or the rep will leave a note for us. I can't see anything else regarding your account, how long ago were you told this?
Jamie 05:03
like 12 hours ago
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Sean 05:04
So as mentioned in the e-mail we sent to you all your wagering up until the promotion end time was counted however you did not reach the next level.
Sean 05:05
The post from the rep did not say you would get a percentage of it:

First of all, I'm really sorry about this, but it was an issue that affected all players yesterday.

We're not perfect, just like anyone else. Technical issues occur and sometimes it takes a bit of time to sort them out, such as this one.

If it's the case where you have been missing out on reach a level due to some fault, you will of course be compensated for where you would have progressed in the promo (regardless if the promo ended or not). I do have to kindly ask for your patience however, as we've got a big backlog of players who are in the same situation as you.

So, I'm sorry you feel you've been cheated, but you have to realize that cheated (to me at least) means it was in our intent to do something to you, which is not the case here. I'm also offering to solve the problem and rectify what happened.

I recommend logging a ticket with our support if you haven't already, and we'll take care of it :)
Jamie 05:06
If it's the case where you have been missing out on reach a level due to some fault, you will of course be compensated for where you would have progressed in the promo (regardless if the promo ended or not). I do have to kindly ask for your patience however, as we've got a big backlog of players who are in the same situation as you.
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Sean 05:06
Please read the full sentences rather than selected words.

"If it's the case where you have been missing out on reach a level due to some fault, you will of course be compensated for where you would have progressed in the promo (regardless if the promo ended or not)."

It was not the case that you missed out on anything, so there is nothing to compensate, we took care of the issue and informed you by e-mail.
Jamie 05:07
of course i missed out because of a fault
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Sean 05:07
No, that is not true.
Jamie 05:07
the meter was faulty
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Sean 05:07
I understand that and ss mentioned, we investigated and checked it and all your wagering still didn't make you reach the next level.
Jamie 05:07
i asked for an update on it and you couldnt provide it
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Sean 05:08
We did.
Jamie 05:08
you provided it after the promo had ended
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Sean 05:08
289 further points were added.
It was not enough for a level up.
That is the end of the matter, if you do need anything else, just let us know :)
Jamie 05:08
how was i to kno that
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Sean 05:09
These were the bets placed during the promotional period.
You did not make enough points to reach the next level, we have discussed this with you already and the matter is closed.
Is there anything else I can assist you with?
Jamie 05:09
because i didnt know what my sxcore wasa
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Sean 05:09
Regardless, you did not meet it and always got 20 free spins as a compensation.
The matter is closed.
Jamie 05:09
i thought i had enough
nio its not
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Sean 05:10
Unless you want to discuss something else, I wish you a nice day.
Jamie 05:10
you think this is over? not a chance
Read
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Sean 05:10
Okay, bye now.

hello? im wondering whats going on with this! did you look into my support ticket. cause from what you originally said you made it seem like this would be getting fixed. but yet when talk to support they act as though im retarded and that there isnt any fault on their part. THERE WAS 10 hours leftt in the promo and i had just played what i thought was enough to have level 6. I asked for an update on what my progress was. i wanted to make sure i had reached level 6 since i was already so close and didnt want my progress to go to waste. i was mistakenly confifdent i had played enough for the bonus and since i had asiked support and they couldnt tell mei thought it would be stupid to make annother depodsit since i havr the spins. i returned to support and checked on jmy ticket probably 5 times before the promo expired and they werent able to tell me anything. only after the promo had ended was i actually i finally notified that my points where just short of level 6. 

I THOUGHT YOU SAID THIS WOULD BE DEALT WITH!!!!!!

IM NOT GOING AWAY ON THIS MATTER.  

Jarvis 22:58
Hello. How may I help you?
Ask your question here below and I'll do my very best to help you :)
Jamie 22:59
THERE WAS 10 hours leftt in the promo and i had just played what i thought was enough to have level 6. I asked for an update on what my progress was. i wanted to make sure i had reached level 6 since i was already so close and didnt want my progress to go to waste. i was mistakenly confifdent i had played enough for the bonus and since i had asiked support and they couldnt tell mei thought it would be stupid to make annother depodsit since i havr the spins. i returned to support and checked on jmy ticket probably 5 times before the promo expired and they werent able to tell me anything. only after the promo had ended was i actually i finally notified that my points where just short of level 6.
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Jarvis 23:00
Just one sec. Let me transfer you to a real support hero :)
You have been transferred to: Henry.
Jamie 23:02
HI henry i need u tohelp me out cause i cant begin to tell howfrustrated iam
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Henry 23:03
Hi, the end date of the promotion is visible on the promotion page when you click the rules, I see the replies and unfortunately you didn't reach the level 6 for the reward
Jamie 23:03
so your supposed to be able to see your progresa
you should know what your progress is at all times.
and not have to wait until afteer the promo ends to find out
so im just supposed to guess where im at
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Henry 23:06
There was some issues with the progress bar but as this was checked and didn't reach the next level there is nothing missing from you
Jamie 23:06
thats like telling somebody they have to work an 8 hour shift but they cant use a clock
the reason i didnt get the next level is cause the progress bar problems
or running a race that u dont know where the finish line is
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Henry 23:07
This matter has been already dealt, as you did not reach the level you didn't get the next reward unfortunately.
Jamie 23:07
thats absolutely retsrded
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Henry 23:08
I don't have anything else to add here
Jamie 23:08
no it sure as shit hasnt
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Henry 23:09
As mentioned on the email, all the missing points were added but were not enough to reach the next level unfortunately.
I wish you a nice day now.
Jamie 23:09
hahaha]

Hi there,

So, not to be that guy, but it's a Sunday and as much as I'd love to be available 24/7, 7 days a week to help you, I, unfortunately, cannot do that. Therefore it will take some time.

Now, what I always promise is, that if there was an issue with the promotion during the time of the promo and some gameplay was not counted for towards the promo, I'm happy to rectify that retroactively. In order to do that, however, I first need to establish if that was actually the case, which I haven't had time to do yet I'm afraid.

But reading from all correspondence with support (And the support ticket logged), you extra points that were missing was added retroactively and you still didn't manage to reach the next level and get a prize. 

Olle

yes but while it was still active i contacted support wanting an update and made it very clear i thought i had played enough to make it to the next level. instead of being told no i hadnt i was told they would fix it. it wasnt until after the promo had ended that i was provided with an update to my progress. which was 5% short of making. but by then i wasnt able to play the rest of it at no fault of my own. why wasnt i told i didnt have enough before the promo had ended why only after. at the very least i should get 95% of the free spins i would have gotten had i been able to play enough.

hi im wondering if you have had a chance to look into my complaint?

Hi there,

I'm sorry but I think I've already explained the situation here from our perspective. There was an issue, yes, and it has been sorted and retroactively fixed. With that said, those points accumulated during the time it didn't count, wasn't enough for you to reach that next level, so I'm not sure what you're expecting of us here.

It's like saying: "I was going for a world record on 100 meters but there was something wrong with the stopwatch, I needed to run in 9.5 seconds but the stopwatch didn't work properly so it displayed my time as 12.5 but there was a 2-second error in my favor"

Even if that's rectified, that means you ran a 10.5 instead of 9.5 seconds and isn't enough for a world record, you're asking for the world record here my friend.

Olle

no its like i ran a 100 meters race at 88 meters the finishe line disapeared infront of my eyes, but i ran as far as i could to complete exhaustion amd asking an official "did i make it i had to have made im exhausted, but tell me now if i havent, i still got 10 hours left to rest and run that last little bit". then getting told "we're not sure but we will let you know". then even checking back with the official twice within those 10 hours " im sure i made it to the finish. but if i havent let me know!!!" and no intelligible response. Only finally once the race time is over and all the other racers finishingdo u find out oh nope the finish line was %5 further. if that aint a slap in the face i dont know what is. i play with this casino all the time i deposit regularly and maybe withdrawen twice in all of my deposits. and i gotta go tthrough all this for a measly 95 free spins I DESERVE. But if not, so be it, ill go through alot more just to make my point.

I have not yet received a reply to my complaint.
I want to specify that I downloaded my documents in the verification section of my account in March 2019: a copy of my identity card, a residence certificate and a selfie of me wearing my CIN. all of these documents were valid but the casino did not verify my account. it is a policy of this casino that only verifies the player's account after a withdrawal request. at other casinos the verification of the player account is fast, between half an hour to 48 hours after sending the documents. there is a casinos that requires the player to verify his account before making a deposit and that is for the player's interest and to avoid problems in the event of a withdrawal.

Last week when I requested a withdrawal the casino asked me to resend my documents, I sent a copy of my bank statement to justify my address but they answered me that the screenshot did is not clear, yet it is clear in other casinos. they also asked me for a copy of my identity card because it expired in July 2019. I told them that my identity card was valid when I sent it in March 2019. in addition because of COVID19, the renewal of the CIN was blocked for 3 months of confinement and for the moment to request the obtaining or renewal of the identity card must be made online. so I wouldn't have my CIN before the end of November.
With the documents that I sent the casino knows very well that I am the account holder but do not want to pay.

You will find attached screenshot that my documents have been uploaded to my account since March 2019.

Hi there,

I can't speak of any other casinos, but I think it's quite common that a casino verifies the account upon a withdrawal request.

Now, your proof of address is not valid anymore as it's over 90 days old. So all you gotta do is just upload a new proof of address documents, I don't think that's super hard, I'm sure you have something that can be used for that to prove your residence address.

If your ID card is expired, that's very unfortunate. Now you mean that since it expired back MAY 2019 you've walked around without any valid form of identification? I mean, sure, if it was the case where it expired during the Covid pandemic, I understand that you couldn't get a new ID. But your ID expired a year prior to the COVID outbreak.

We're not asking you for anything but a valid ID and Proof of Address here.

Olle

Your analogy is NOTHING like my situation. I asked for updates before the race ended. I never knew where the finish line was i just knew i was close and thought i was already there. So how is that anything like what your saying. It wasnt anything to do with the stopwatch. i still had 10 hours to go to get to the finish line. I asked for updates before the stopwatch stopped. YOU GUYS WAITED UNTIL IT HAD STOPPED AND SAID OH LOOK AT THAT YOU 5 METERS SHORT. 

Yesterday I uploaded a new proof of address and was accepted.

Regarding my ID card, I won't have a new card before the end of November. in my country if the date of an identity card expires it is not a problem but it is obligatory to renew it within a period of one year. regulations differ between each country.
My identity card, even if it has expired, shows that I am the account holder.
At Optibet Casino my identity card was accepted during the verification of my account in early 2020. They understood the situation.

I made a bitcoin deposit into Bitstarz the other evening.  Decided on  playing Hooked. Sat staring at my iPhone as the slot loaded and once it did I chose the smallest basebet option of 0.00005BTC since my deposit was just 0.0025.   The spin resulted in a loss so as I spun again for the same amount but couldn't because my wallet was empty.  I contacted support.  I explained what happened and was told according to my history I had made 3 spins which resulted in 3 losses. I already know this didn't happen.  I checked my history and could clearly see that 3 bets were indeed placed.  Immediately, almost as if I had seen that movie before I understood what happened.  Support only confirmed my suspicion with his reply to what I asked him next.  I selected profile and account to check the ip address of whoever made those bets because I already knew I didn't make them.  Under active sessions my current session at the time was not even listed.  In fact to this day that session is no where to be found.  When I asked support why I couldn't see my active session so I could see the ip address of whoever made those bets support told me the bets show in my history and he was ending my chat.   I believe support at Bitstarz uses player funds to place random bets. I wasn't the first to have this happen.  Others have to exist. 

Hi PaydirtAU,

Could you please private message me your casino username so we can notify the casino rep and ask for the explanation?

Thanks. 

Bitsrtarz has not validated my withdrawal. I closed my account.
A tip for players: before making a deposit, send your documents and ask the casino to verify your account to avoid problems in the event of withdrawal.

Hi Bitstarz rep! I made a deposit of $40 today at around 2:00pm EST and went onto Crazy Time. Aris was the host during my session. I placed $1.50 on bonuses for $6 total then my bet was accepted. It was my 1st spin! The flapper hit x10 Coin Flip at #17:55:14 and the result was 120x my bet. I didn't receive the payout for that round for $181.50. Live chat AnneBeth told me that my bets were not accepted but needed to investigate further. I can clearly see my balance deducted from my account. Typically, if bets were rejected then it would go back into my account before the host can make a wheel spin.

The ticket ID AnneBeth created for me is SD-1191427. After that big hit I played one more round for $4 and then I stopped. Here is the screenshot to prove my claim:

Hi Quickwitted,

The casino rep will be notified. Keep an eye on this topic. 

I will MelissaN, thanks! I do hope they will pay the $181.50 (including bet back from coin flip bonus for $1.50) because the $6 total bet was accepted and so was the $4 after the x10 coin flip round. It'll help me out during this pandemic. I've been loyal to Bitstarz for a long time and I don't want this to be another casino that doesn't pay it (like Wishmaker, Cashmio etc.)

I see. The casino rep has already been notified. He'll reply here on the topic. Hope it will be sorted out. 

Hi there :)

I'm so sorry to hear about this, but if you've logged a ticket, you've done the right thing and we gotta sit back and wait until it has been looked into. Did you log this via Evolution support (because looking at the ticket number it doesn't look like our regular ticket sequence).

Olle

Hi Olle,

Yes, this ticket was made from an in-game chat and not from Bitstarz directly.

Please be good news after the 48hr investigation.....

Hi there,

I hope so too :) I'm sorry that you've had to wait so long for a reply, but unfortunately, it's a bit out of BitStarz's hands as it's logged with Evo :/ I hope for a swift resolution :)

Olle

I tried to follow up via their in-game chat and all i received is:

Diana: Dear player, please allow me some time to check.

Diana: As I have checked, your ticket was investigated. Please contact the casino customer support for the further assistance.

Diana: You are able to contact the casino directly from the website you use to access the live casino games. Go to the homepage and look for ''contact us'' or help''.

I'll just continue to wait since that was a dead end.

Hi there,

Best to get in touch with us via live chat on our site I would say :)

Hi Olle,

The Bitstarz ticket ID created was #VCQUS. I have the transcript with me however I can't send it via PM.

They (Evolution) were claiming that I made bets after the round was over!?!? I was well within the time frame for me to place bets and have them accepted. On top of that I made $12 in total bets!?!? This isn't right!

Emma has escalated the matter to reassure me. Here is the manifest below that was provided to me during my chat with Emma.

Regardless if the bets were $6 or $12 a payout was still produced and my bets were accepted and deducted from my balance! I should still have the relevant payout for that round! This is indeed frustrating!