BitStarz Casino Support and Complaints Thread

Hi friend

Thanks so much, with that ID I can get the transcript myself :)

If it was accepted in time, that should be reflected in the game server logs and Evo keeps track of everything, so I'm sure we'll get to the bottom of this. If you want an update on what's going on, feel free to ping me in a PM and I can chase it up for you.

Olle

• Most definitely one of my favorite cryptocurrency online casinos! Never have issue cashing out 

I would like to express that I am very dissatisfied with what happened to me today with Bitstarz. Before I get into it, I can only hope for a respectful and professional response but most importantly a fair resolution to the matter. Though I play at others as well, Bitstarz is my favorite and unfortunately the customer service aspect of the casino is often lacking with the response from staff members being borderline rude and sarcastic and I would only hope that as a loyal player that my issue can be addressed with the respect it deserves.

I play quite a bit and i am a frequent depositer. My deposits for this year alone exceed 5btc so I have been able to experience all types of benefits from playing in regards to bonuses etc. On Friday's, those whom have deposited during the week are provided with a cashback bonus or free spins; determined by the amount the player has deposited during the week, we all know this. It is something as players at Bitstarz that we all look forward to. Regardless of whether it is rare or not that I am able to cash out from my cashback or free spins, it is still something appreciated and I look forward to very much. Today, I had a cashback bonus of .005 btc and I managed to complete my playthrough and when all was said and done, I had .055 that I was ready to cash out. My withdraw was then discarded and I was told that the most I could cashout from from my "No Deposit Bonus" was .015 btc, which is a huge difference. First and foremost, a no deposit bonus  would be something that requires "NO DEPOSIT" to receive, I did not win off of a no deposit bonus. The fact that a cashback bonus amount credited to a player is based off of the amount a player deposits and loses would clearly mean that it is NOT a no deposit bonus. I mean let's be clear, how does a cashback bonus which is calculated by your deposits classify as a no deposit bonus? The bonus I received in fact required many deposits to get. For the free spins, I can totally understand where ther would be a cap on what can be cashed out as you are starting from nothing and most of the time provided with them as a last chance at a possible recoup of your losses for that day. I have read on blogs where your chat agents have told people who have exceeded the maximum withdrawl amount on free spins that they should appreciate that they were able to walk away with anything at all which is still kind of rude to be worded in such a manner but understandable but  to be told that today about a cashback bonus, I thought was not only rude but shouldn't even apply to my situation as it was not free spins. This was an actual dollar amount provided to me based on my play, not just some handout.

So some more on the subject, in my experience, I have never been limited in the amount I was able withdraw off of cashback bonuses, the very few I was even able to complete in the past. Also, the cashback bonus is based off of play and there has been times where my cashback bonus was literally 40mbtc, which would obviously require a very large wage requirement be met before being able to cashout. You mean to tell me that in the event that a person is provided with a cashback bonus of that size, that after compelting the wage requirement that they would only be able to keep 15mbtc out of there winnings? The higher the playthrough requirement, the harder to cashout, that would mean that those who spend the most money are the least likely to actually walk away with anything which clearly makes no sense because obviously those who spend more would be the ones who you'd want to reap the benefits right?. Why even provide a person with a cashback bonus worth more than they are able to cashout? It makes no sense. That would mean that the players who deposit less have a better chance to cashout than those who deposit more but regardless it is the same maximum cashout for both? That is how I know that this cannot be the case.

The chat agent today was rude of course and kept repeating themselves and kept sending me a section in the terms which didn't clear specify that my winnings couldn't be paid beyond the 15mbtc. The terms clearly specify that NO DEPOSIT spins of all kinds have a max cashout of 15mbtc. There is a part that does mention the friday loyalty bonus but it is stated in a way that would be pertaining to those who receive spins as their loyalty bonus, and does not apply to those who recieve an actual cashback amount and making it seem as if there were different rules for those who receive CASHBACK!

As I had mentioned, I play at several casinos and even the small ones at the minimum allow players to cashout 10x their bonus with others not limiting the amount that can be cashed out from cashback at all. As the largest casino with the most players, you mean to tell me that you cap the allowable withdrawl amount for players at 15mbtc. I believe that I should be credited my other 40mbtc as it is rightfully owed to me and the rules do not clearly state anyything that would imply that I shouldn't. For the amount of money I spend with your casino and how loyal of a player I am, it is not like it's a loss of any kind for you anways. 

It is truly not fair and I would only hope that the right thing be done and I be credited with the additional winnings that I should have been able to cash out.

Respectfully,

Jr

Username-YaboyJR

>email removed by moderator Sydney due to privacy reasons<

Hi Daniel,

So, in regards to your bonus that you got from us, it was a Friday Loyalty Bonus of 0.00591002 BTC, which is bound by the max cashout rule in our terms and conditions.

"The maximum winnings that will be paid out resulting from a bonus or free spins that you've gotten from us for free, without any deposit being required (eg. the 20 free spins upon registration, Weekly Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus (exception VIP players who have specifically been set on a VIP Cashback Deal as part of their Friday Loyalty Bonus)) will be 100 EUR/USD/CAD/NZD/USDT, 1,000 NOK, 0.3 BCH, 1.5 LTC, 0.6 ETH, 30,000 DOGE, 10,000 JPY, 400 PLN, or 6,000 RUB. In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 15 mBTC. Any winnings exceeding this amount will be forfeited."

As you're not a VIP, unfortunately that means your wins are limited, and you mentioned that it doesn't state clearly in the terms that the wins are capped at 15 mBTC for the Friday Loyalty Bonus? It says so right there in the terms. 

As much as I understand you would have liked to receive the full amount, this bonus is not an official promo. This means that if we didn't give this bonus to you, you wouldn't know it existed in the first place. So instead of looking at it like some money was taken from you, in reality you got 15 mBTC for free. 

Olle

See this is what I am talking about, the way you treat and talk to your players is so arrogant and rude. Why do you feel the need to be so rude to those who make the existence of your business possible? Particulrly those who are loyal players and spend alot of money.

I got the loyalty bonus for free? So I would have gotten it without spending anything? That makes no sense. If it is for "free" why is it an amount that is based off of how much is spent? Besides that, how do you figure I wouldn't have known it existed? It is something that people who play at Bitstarz often come to expect after spending during the week, you act like this is the first one I ever received and without receiving it this week, I wouldn't know about it? Again that makes no sense. The fact that you feel I should look at the situation like I am receving 15mbtc for free after I had to spend 60mbtc to get a loyalty bonus of 5mbtc which I won 55mbtc off and can only walk away with 15 mbtc of it again makes no sense. If you want a person to feel like they got 15mbtc for free then you would just give it to them and they wouldn't be provided with an initial amount to try and make that which is based off of what they spent in the first place. 

So in the times where I had a bonus of 30+ mbtc, I was to be expected to complete a wage requirement for that of 40x only to collect 15 mbtc in the end as well? Again that makes no sense.

In about 7 months I have  deposited over 5btc and I am not what would be considered a vip? Clearly that answer is no by how I am treated.

Lastly let me point out the unclear term I am speaking of though of coursse it is probably pointless...

"The maximum winnings that will be paid out resulting from a bonus or free spins that you've gotten from us for freejTHE BONUS RECEIVED WAS NOT FOR FREE AS IT WAS BASED OFF OF AMOUNTS DEPOSITED, FOR FREE MEANS THAT IT DID NOT COST ANYTHING. THIS BONUS WOULD NOT BE PROVIDED TO A PLAYER UNLESS THEY SPENT MONEY, PLEASE NOTE THAT FREE MEANS THAT THERE IS NO COST ASSOCIATED, without any deposit being required AGAIN A DEPOSIT IS REQUIRED TO RECEIVE THIS PARTICULAR BONUS (eg. the 20 free spins upon registration, Weekly Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus (exception VIP players who have specifically been set on a VIP Cashback Deal as part of their Friday Loyalty Bonus)PLEASE NOTE THAT THIS IS WORDED IN A WAY THAT WOULD ONLY LEAD A PERSON TO BELIEVE THAT IF THE FRIDAY LOYALTY BONUS IS IN THE FORM OF A CASHBACK THEN IT APPLIES TO THEM. I will be 100 EUR/USD/CAD/NZD/USDT, 1,000 NOK, 0.3 BCH, 1.5 LTC, 0.6 ETH, 30,000 DOGE, 10,000 JPY, 400 PLN, or 6,000 RUB. In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit ONCE AGAIN PLEASE NOTE THAT THIS BONUS WAS NOT FREE, A DEPOSIT HAD TO BE MADE IN ORDER TO RECEIVE IT. will be 15 mBTC. Any winnings exceeding this amount will be forfeited."

How does that not make sense to you? Instead of always being so quick to try and treat your players like they make no sense, and be so quick to defend what could be a poor decision on the part of the casino, and actually show some good customer service by reasoning and accepting that what your being told might actually make sense.

I just cannot comprehend how you guys find it appropriate to speak to loyal players with such a sarcastic and condescending undertone. The way you speak to players and what seems like the inability to ever even try and comprimise with those of us who report issues is unreal to me, seriously. There never seems to be the slightest bit of understanding or willingess to want to resolve issues in a way that is in favor to the player. It is always an oh well, we don't care, you're wrong and we are right type of attitude that truly looks like your casino doesn't care anything about the player and that maybe the case I guess. 

One more thing I thought I should add. Is the picture below. I have only been a player at Bitstarz since April of 2020. This doesn't make me of any value as a player to your casino?

So ummm...no response?

Hi YaBoyJr,

The casino rep clearly explained the T&C that applied to the bonus you took. There is max cashout for this bonus which is capped to 15mBTC. It is clearly stated, you should have read bonus terms carefully. 

If you get a bonus without deposits this is a free bonus. Most of the casinos give free bonuses to their depositing players. You need to make certain amounts of deposits to be awarded free bonuses. That's the rule for almost every casino in this industry. They can't give away only freebies. 

Furthermore, each no deposit bonus or free spins has a max cashout which means that no matter how much you win you can withdraw the limited amount that is stated in bonus T&C. This is also the rule in almost every casino.

Hope this helps. 

Hello dear forum casino bitstarz blocked my account it all started ...22 01 2021 I contacted the chat about my withdrawal where the operator wrote that he sent me instructions by mail and uploaded all the documents but the registration was rejected I have uploaded a new registration 24 01 2021 I contacted the operator again and we were solving the question through which system can I withdraw my winnings  since now problems with Yandex money and qiwi offered me a couple of options  everything was fine Today 26 01 2021  I went to the site and wrote to the operator again the operator wrote that he will now ask the administration how best to do although before that he had already asked and clarified and after that he writes to me your account is blocked and turns off the chat what is this for almost a week we talked in the chat everything was in order and then abruptly your account was blocked

waiting for an explanation from a casino representative

email casino [email protected]

Hi terras33,

Sorry to hear about your experience. We're going to notify the casino rep and ask for clarification. Keep you updated. 

Hi there,

Sorry for the slow reply but I had to check with the Russian team as you've been dealing with our Russian speaking support.

Now, you won from our no deposit free spins, and upon asking you for a KYC with selfie, we noticed that you already had an account with us from before. So in other words we have two selfies of you, with different passports, sitting on the same couch, but with 2 different passports, which is what we would call both Bonus Abuse and Identity Theft.

That's why your account was closed and you weren't eligible for any no deposit wins.

Olle

good afternoon dear representative I do not deny what you wrote there are reasons the holder of the passport was unconscious at that time

what if the passport holder takes a selfie and sends you since there are no IP intersections or data matches, you can go to a meeting Waiting for an answer from you

Hi terras33,

Sorry but I don't understand your point. 

I just want to let you know that the casino rep showed us the evidence that supports his statement so this case is closed for us. 

so yesterday I was playing on bitstarz casino and the whole website complealty crashed and the game just stopped and legged me out. This happened to me a few years ago and I sent a complaint and they resolved it but I would expect the soft swiss casinos to not have bugs anymore- apparently they do. I dont reccomend playing on casinos operated by them- I've heard this happening on other casinos and the whole experience just sucks 

Sorry to hear about your experience with SOFTSWISS games. We're going to notify the casino rep and see why it is happening, maybe he know something about it. Has Bitstarz sorted out your issue? 

Hi there,

I'm sorry to hear that the website crashed on you :( I haven't heard anything about there being any issues with the site in general yesterday so this is news to me.

When it comes to sites crashing or games crashing, it's nothing that happens regularly but I don't think it's uncommon for a site to be unavailable once ever few years regardless of it being a casino or not. We're only human after all and when it comes to technical things, they're not 100% reliable always. Servers can crash, power can go out, etc, it's all in the realm of possibility.

Now, can you explain to me what happened more in detail? Did you report this to support? Can you PM me your username? :)

Olle

Good day i have problems with casino Bitstarz 4 days have passed they still haven't verified my documents and failed to withdraw money this casino has a high rating but lately it has been behaving somehow wrong.I'm waiting for a casino representative to explain the reasons for this delay

mail casino [email protected]

Hi there,

I believe the casino team has asked for additional verification which you are yet to provide to us, which is why your account is not fully verified yet. 

If you're unsure as to what's needed, I recommend you reach out to us on live chat so we can explain more in detail :)

Olle

pardon me what additional check I never received anything from you in the mail write here on the forum what else do you need to send for verification

Hi there,

I think it's best if you contact support directly via live chat, they also speak Russian :)

Olle

distinguished representative please tell me this is some kind of big secret what other photo should I send you that you can't write it here

dear forum ask a casino representative what photo should i send so that they verify my account

The casino rep advised you to get in touch with their support team on live chat who will let you know what kind of photo you need to upload. Please get in touch with them and provide the docs you need so they can verify your account. 

good evening I uploaded a selfie as they requested and wrote to the operator in the chat they wrote that they will check now and everything is quiet

blacklist this casino they took and blocked my account let the casino representative provide the forum with proof

Hi madmazel44,

The verification process takes some time. They can't update you as soon as they receive the documents, they need some time to check them. What kind of proof do you need and why they closed your account? 

after i uploaded the photo as they requested they sent a letter to me by mail that I have a duplicate account and intersection by ip

I want to answer the casino representative if he doesn't know we have a dynamic ip in Belarus he always changes and I played from a mobile phone both from home Internet and from mobile Internet

let them provide evidence

Hi there,

The majority of our Russian Team is based in Belarus, just so you know.

Once more you haven't provided the requested documents, but with that said, there are other accounts on your IP that has already taken the free spins from our sign-up offer. It's stated quite clear in our terms and conditions that the offer in question is limited to one per IP.

Olle

firstly, I provided all the documents as you requested the last photo was with a newspaper date and my signature on it

Secondly provide the forum all my entrances to the casino from which ip I entered

then I will provide also all my ip from which I entered the casino

we are waiting for proof from you and then compare

dear casino representative where is the proof provide all ip addresses from which I entered your casino

dear forum send a letter to the representative apparently he fell asleep there

Hi there,

Happy to provide that in private to the forum admins here.

Olle

Hi madmazel44,

The casino rep showed us all relevant info regarding your case therefore we consider this case closed. There is nothing further we can do for you. Creating accounts from the same IP address is not allowed and is a breach of casino T&C. 

Bonjours ,

J'ai déposé 25$ CAD et j'avais sélectionné le bonus 100% mais je n'ai pas eu le bonus. J'ai cherché le chat avec le support, mais je n'ai pas trouvée . Quelqu'un peut m'aider svp !? 

Merci a l'avance

I deposited $ 25 cad and had selected the 100% bonus but did not get the bonus. I searched for the chat with the support but I couldn't find it. Can somebody help me please 

Thank you

Hi there :)

The live chat icon can be found to the right of the screen :) 

I'll add the 100% bonus for you.

Olle

Hi I'm just wondering how your able to play there as it looks like you are from the US like me??

Hello I'm just writing this as I guess a teachable moment what happened to me in regards to playing at bitstarz.I heard about it in a forum on another casino site I thought I joined up there a long time ago to play a free bonus of some sort but can't remember but anyway I made my first deposit on June 22 and continued playing there for a little over a month and lost somewhere around 2 LTC. liked playing there alot if games to choose from. A couple weeks ago I tried to play a slot and it said I was restricted so I went to live chat and told them what happened and they said that my country is restricted from playing the games from that provider. That was it so I just went and continued playing my usual slots. Then today I went on to play and just by dumb luck I was looking in the terms n conditions for info about bonus limits and saw a section that said players from the US are forbidden from playing here. Ok so I went to live chat and asked about it and they said yes we will have to close your account. They were nice about it and I had a pending LTC deposit which they said as soon as it posts I can withdraw my balance and then they'll close my account which I withdrew and then they closed it. So my only issue is if I go to a casino online and its forbidden from US it tells you right away and can't even register based on your IP address. Also when I went to live chat about the game that restricted me they absolutely had to know I was in the US but not a mention of it. So this is just educated assuming but if I didn't mention it today I would of continued playing there and losing until someday eventually winning something and would try to cash out and then that's when it would be said your from US sorry no withdraw for you.  I completely take responsibility that I should of read through the terms n conditions right away and that is my fault.   But I have to believe some responsibility lies on the casino if they know your not to be playing there they should put a stop to it like they did today only after I brought it to their attention.  But again I had no issues with them as a casino I had fun they were always friendly and helpful. And I wish them continued success

Hi there,

Thank you for your post :)

The reason we don't restrict people based on IP is for the reason that many of the crypto guys use VPN. Also, as VPN is quite provinent these days it doesn't help much to prevent people from playing.

I will say this however, if you had won money and we would have found out you're from a restricted country, our policy is always to pay out winnings prior to closing. 

I wish you the best at another casino:) 

Wait a minute, so are you saying your turning a blind eye on VPN usage? And if we win using whike using VPN, we will get our winnings BEFORE CLOSING ACCOUNT? 

Hi, can anyone, help me , get in contact, with a manager, or someone that could help, me with a complaint. please and thank you.    

Hi topdog1417,

Please tell me what your complaint is about? 

Private message me your casino username. 

Hi sorry for the late response my casino name is topdog1417 

Thanks. We've received your PM and we'll notify the casino rep.

Hi topdog1417,

We chatted with the casino rep about your case. Namely, the casino compensated you the amount of your deposit although they did It out of their pocket and the mistake was not theirs. They gave you the money as a good gesture and you still keep complaining and reaching out to their support asking the same questions over and over again. 

With all that said we consider this case closed. There is nothing further we can do for you since the casino was generous and gave you the deposit that never reached their account. 

I'm not sure I understand they gave me $50.00 ? If I remember correctly, it was 20 spins. Either way, I just think customers need to be treated better it's easy to say someone is complaining, when it's not their money. 

Not a huge fan of bitstarz casino anymore. 

Their bonuses are decent but support have not been helpful at times and quite rude.

Cashout times are great but the casino layout is not as exciting as some of their newer counterparts.

Hi BeGavin02,

Are you having any issues with Bitstarz? 

My account was closed yesterday. When I was playing I was logged out during my session for some unknown reason and was unable to log back in with my password as it had being changed on me. For an me I was baffled I did not know what to think as it was impossible to log in every time I went to change my password that link had already being used but not by me. When I eventually got to log in again my funds that I was playing with were gone I had 0.40 cents left of my balance. I looked at my history and seen that there was a different ip address that logged into my account and played Dimond strike on the funds that were left in my account. I was really disappointed in support telling me I have to close my account as I really do enjoy playing here but I do not know what happened and am confused by this. My funds were gone it was not much but in the 20 years I have being playing online something like this has never ever happened where my funds were played by someone else. I had just received my $2200 withdrawal from the casino yesterday they are fast and great with there withdrawal process do not know where to go with this I have changed my password and know that I had received emails from the casino telling me someone was trying to access my account. I am guessing they did but how does this happen right in the middle of my session and log me out so I can not log back in. I Really think this is a great and am not happy with support just telling me he is going to close my account and that was it were done no more playing at bit Starz for me?

Hi staysee kreller,

Please provide me with your casino username so we can notify the casino rep. 

user name is [email protected]