BitStarz Casino Support and Complaints Thread

The casino rep has been notified. Keep an eye on this topic for an update. 

I signed up through the link and made deposit but I never got the pop up window to claim the 3$ on lcb 

You need to click on the 'Play button' and the page leads you to the casino directly, when you go back to the LCB review page you should be able to see pop-up. Please see the image below:

This issue similar to an issue I had with bitstarz and sadly even wild coins. Whereas, I am referred by USA Player, and I sign up deposit and I find it rather compelling how if a country truly is restricted how come there is no barrier in place to prohibit US players from entering? Other online sites I have came across have it so where the message is displayed on the website, hence, preventing the entry. Our IP address can be seen as well. I would like a refund for my deposits. I will apply this under wild coins as well as bitstarz direct casino inquiry.

The issue was that I was referred by a USA player and I deposited after depositing I was unable to play and was denied my refund 

Hello Zellemamaflyazz, 

Could you please provide us with your BitStarz Casino username via PM and we will contact Casino Rep and see if they can provide you with a refund.

Hello Zellemamaflyazz, 

We received your BitStarz Casino username info and have contacted Casino Rep. Keep posted on this forum thread for a response. 

Hi there,

I'm not sure if you've read the emails we've sent :) 

But, you've only made one deposit to BitStarz, which is still in your account. I believe it's less than 3 USD. We've never said that we'll keep your money, we've simply told you that the withdrawal limit is higher than 3 dollars. We've told you to deposit enough to hit the minimum (which is 10 or 20 dollars I think, but please refer to the email that support sent to you), and we'll happily withdraw the funds for you.

Olle 

I am not understanding why it can not just be sent to me. Requiring me to deposit in order to get my deposit back. Also when I attempted to deposit it was not providing me a qr code to do so.Our IP address can be seen yet I was still able to enter the site. Was referred by a USA player who has been playing for years.

Hi there,

Because our payment service provider cannot process withdrawals that small. It's 2.8 dollars. The same principle applies to small card transactions in some countries. In other words, in some places you cannot pay with a card if it's a small amount, because the fee of processing will eat up a huge chunk of the 
amount itself, so it doesn't make much sense.

Again, we've explained that we haven't taken any money from you and the funds are still in your account. As for your question about the IP, I'm sure you're aware that most crypto users use VPN, which makes IP block a very inefficient way of stopping people from restricted countries to play. You mention other sites having IP block, right? But that doesn't stop anyone from just using a VPN and use the site despite that fact.

Olle

I'm being told I need to deposit more funds in order to get my balance of the site. This should not be required is there anyway I can get a comp for another casino or some other exchange to resolve this matter. Regardless of my deposit not being a large amount is irrelevant. I play at trustdice, slotland, winaday, 3dice, cryptoslots, extreme, brango, yabby, rich palms, casino max Otherwise I would like my deposit either refunded to a btc address or some other comp able creditation. With all due respect geoblocking is to be in place for all online casinos who restrict territories it is part of the agreement from their licensure and its contract conveys this. 

Tienlamhpv nickname this game very good play and deposit withdraw very quick

In October 2022, I made a deposit with a bank card for the first time, but it was not mine. I was told that we will withdraw your funds, but do not make any more deposits with this card. In April of this year, I again made a deposit from the card. but it really was by accident. I only then realized that I made a deposit from the same card. On May 2, I received a letter that I again violated the rules and my account was blocked. I agree that I broke the rules, but why can't the deposit be returned? They simply confiscated it, although it is not written in the rules about it. Please help me get my deposit back

you made a deposit with a card that doesn't belong to you, im shocked they paid you out in the first place

they asked you not to do it again, and you did it yet again and you want your money back?

i think you just might be out of luck sorry to say

you shouldn't be using another person's bank card anyway thats fraud

this is not a scam. my mother's card. she can confirm it. I didn't have malicious intent. it happened by accident

Hello syyplay,

As we can see from your post that you've been paid first time when you made a withdrawal request, but the Casino asked you not to deposit anymore with the same card because that is a violation of T&C. Unfortunately you did it again with the same card, and deposit can not be returned.

We will consider this complaint as unfound and mark it as Resolved.

Hi there! I've been an active depositing player here at Bitstarz since 2016! It is my favorite online casino and almost exclusively play here.  Unfortunately I Now have an issue.   I attempted a cashout of .027 BTC. I confirmed the withdrawal address via email as I usually have to do..  24 hours goes by, it's still pending.🤔. I contact live chat they tell me they're experiencing some issues and it will be fixed within 24 hours, yada yada..  Adter 24 hours still pending I cancel the withdrawal, and attempt a new one, with .024 BTC, using the same cashout address from before since I already confirmed it, thinking it may just push the withdrawal through automatically.  I wait some 24 hours or so and again it's just there pending still.🤔. At this time I cancel the cashout again, wanting to add .002 to my balance to play with and going to request a new cashout of .022 BTC.  However at this time, when I attempt cashout it says, Wait! Cashout is not allowed, you must make deposit in whatever in order to cashout..🤔. What, I've made hundreds of deposits this doesn't make any sense!  So now with my balance at .024 BTC and no way to put any of the funds into cashout, over the next 48 hours or so I end up losing all the funds.  Over those 48 hours or so I attempted to cashout many times always giving me the same, ooos wait, you must deposit before requesting any cashout.  Why wasn't I able to request a new cashout, therefore keeping my funds safe from being able to lose. I don't know why the .027 didn't go thru in the first 24 hours but if it had been anywhere near the bragged about 10 min it would have never been in there for me to lose. 🤷🏽‍♂️
May casino email is co***********@gmail.com  

Stake.com has a "vault" that allows a player to move funds from their account balance that they don't want to lose or play with, without having to actually cashout.  That would have been awesome in this situation.  Im not expecting or asking for them to return my .027 cashout I know I lost it myself, thing is I wouldn't have lost it had my cashout been processed.  And I waited the 24 hours live chat told me to wait and everything, then when attempting to cashout at least a .022 after waiting forever with my other 2 pending cash outs, it wouldn't even allow me to.  See what I'm saying?  It's just, yes it has me quite upset.  Anyways, I attempted to email support about it, and was told I should've confirmed my cashout address and would have been processed in about 10-15 min! Wrong!! I did confirm the cashout address and wait 24 hours and all that yea.  Then they never responded to another email so I came here. Thanks in advance.

Hello barsalou6,

Thank you for sharing your experience with all the LCB members. We are sure that the money can not be returned but we will reach out to Casino Rep to ask  for a clarification about this matter. Once we hear back we will let you know.

Keep you posted.

Hi there,

First of all, truly sorry about all the issues with the withdrawal :/

Last week our payment processor had some major problems which resulted in players not being able to deposit or withdrawal :/ you've been with us almost since the beginning so I'm sure you believe me when I say this is extremely rare :/ 

If it's the case that you can't withdrawal and you're afraid you might gamble the funds away, best is to apply a wager limit on the account so you cannot play whilst it being solved. I also understand that doesn't rectify the situation you were in, but I hope this will.

I'll make a one-off and give you back the sum of the withdrawal you had and that you gambled away, I'll add it with 1x wager, which I hope you're ok with :)

Thank you for your patience with us and we're gonna do all we can to prevent this from happening again.
 

Olle 

OMG! I am in complete disbelief right now! I honestly did not expect that at all and am almost speechless!!  Thank you soo much LCB thank you as well for providing the platform and goodness gracious it sure feels like my lucky day! Like I've already won! Thanks again so much Bitstarz y'all are the best LCB you too!  I see my Bitstarz account has in fact 27 mbtc in it!!  WhooHaw!!

Hello barsalou6,

We are so happy to hear that you are satisfied and that we were helpful. 

Enjoy your further entertainment!

We will mark this case as Resolved!

I went to withdraw 7.5 ETH from my account. I then see they canceled my request. When I asked them why they canceled it, they then removed all of it from my account. They said I had won it on a no deposit bonus. Which I did. However, they have a 6ETH play-through requirement before I could withdraw any funds or winnings. I did play through all 6+ eth required before I could withdraw. Now they will not respond to me via help and I am out the 9 ETH. Can anyone help!?!

I have more files and all the screenshots

Hello jechicago,

May we know if your account has been verified thus far?

Is this your first withdrawal with this brand?

Hello jechicago,

Do you have any updates regarding aforementioned questions?

Thank you.

Hello jechicago,

We will be closing this complaint due to the inactivity of the submitter.

Hey wats up, yeah I'm trying to complain to Bitstarz,  they use to be my favorite casino,  until yous got rid of all my depositing options and left me with crypto only and without any explanation or communication,  yeah I thought that sucked it took weeks to work out what had happened,  and then chat told me there was only crypto deposits available for me , and he don't know why , ,YEP BITSTARZ WHY is what I ask.  Or do you just like being my best casino and now my worst

Hello crispyftw,

Could you please send us your Casino Username via private message so we can inquire about this issue?

THank you in advance.

Hello crispyftw,

Any updates on this? If nothing has changed in the meantime, could you kindly send us your Casino Username via private message  so we can investigate this matter?

Thank you in advance.

Hello crispyftw,

Due to the submitter's inactivity, we will be closing this complaint.

Hey what's up ,  Yeah i PMed my username,   In the PM I said my bitstarz username is either crisp**** or crisp****  it's one of those , but  I can't remember what one . 

Hello crispyftw,

We have merged your post with usernames with this direct casino support thread, and we will reopen this complaint. Thus, keep an eye to this thread for any updates from our end regarding your case.

We will contact now Casino Representative.

Hello crispyftw,

Since the Casino Representative contacted us and informed us that you can only use the deposit options that are available to you, we will mark this case as Resolved.

The payment methods that will be accepted from players are chosen by the casino; we have no control over their deposit and withdrawal policies.

Thanks for understanding.

Sounds like these fella should call themselves how can i fk ya day up instead of live support,  I already had 3 verified methods for depositing and withdrawaling , so what,  do they think it's Allgood to take their customers verified methods away without any communication,  I already been through 1 year of BS with Skrill deposits no no available Skrill withdrawals and ended up gambling away thousands of $ that I couldn't withdrawal at the time

Hello crispyftw,

We understand your frustration, but we have no influence over their deposit and withdrawal regulations, nor can we predict when they will change.

Thanks for understanding.

I used to love bitstars but my minimum deposit has changed from $20 up to $40 recently not only that but I have stopped receiving my Friday gifts for having deposited during the week I've deposited almost 0.3 litecoin in the last four or five days and didn't get anything from my Friday bonus I'm very very disappointed seriously considering boy cutting this casino and closing my account completely

Hello EmmaLouise Walker,

We're sorry to hear you had a negative experience with this casino brand, but we can't influence the changes to their promotions and terms.

Feel free to browse the list of casinos where you can play here. You will see the reviews and ratings, and you are free to explore the casino's T&C to find a suitable choice for you.

Regards

I have always had a really good experience with Bitstarz. I've had a couple of issues that were kindly resolved very quickly by their support staff. New to the forum and just wanted to say hello! 

Hello jmdeery2k and welcome to LCB! Glad to have you here! 

Thank you for sharing your thoughts; we appreciate it.

Thank you!

I still haven't received my spins and I bought the 2$ bitstarz spins like, 2 days ago

Hello Keynon Jackson,

First of all, welcome to LCB! Glad to have you here. 

Please note that we just recently updated our shop features. Now you can see the status of your order on your profile dashboard in the shop section.

Read more here.

Thanks!

I was surprised to find BitStarz casino listed among the LCB Awarded Casinos, especially given the unexpected and illogical issue I encountered today.

Upon registering my account, I provided my address as Abu Dhabi. However, when I submitted documents for verification, which included detailed address information for Abu Dhabi, I was startled to receive an email from the support team questioning the accuracy of my address and ZIP code. This was puzzling, as the ZIP code 0000 for Abu Dhabi is widely recognized across various platforms and websites, including Google.

Rather than acknowledging a possible oversight or incomplete information, they immediately questioned the integrity of my provided details. However, if a full address was necessary, this requirement should have been made clear during the registration process. Additionally, their insistence on a full address seemed unnecessary, especially considering they had no intentions of visiting me or sending someone to my home. It appeared to be a deliberate tactic to avoid processing a payout.

Despite providing extensive documentation to validate my identity and address, including bank statements, credit card photos, passports, IBAN certificates, and utility bills, they continued to doubt the accuracy of my information. This issue arose despite my profile details being identical to those successfully verified on JustCasino.

In conclusion, my experience with BitStarz has left me frustrated and bewildered. It seems they are creating unnecessary obstacles despite the validity of the information provided. Perhaps this issue should be brought to the attention of higher management to address concerns about safeguarding platform funds at the expense of user experience and trust.

Hello moustafaharoun,

First of all, welcome to LCB! Glad to have you here. 

Thanks for your post. This is all public, so casino representatives will see it.

Hi I need help sauling out two LTC withdrawals that I made on the 12th of April that did not get received by my LTC wallet I have used the same LTC wallet address to deposit and withdraw all year there is no reason I should not have received these two especially considering I did a total of four withdrawals on that day and I received two of them. Please help asap.

Sincerely Emma.

Hi EmmaLouise Walker,

Sorry to hear that. Have you contacted the casino support already? Please private message me your account details so we can notify the casino rep. 

So it seems the wait times here are great now.

I joined in 2019 I deposited money and they took it saying I had multiple accounts (it's quite possible at that time ......I was new to online casinos I learnt from my mistake hahaha ....that I did have multiple accounts) ....will this happen again if I deposit now?

Hello Shaana87,

Are you referring to Bitstarz Casino? Please send us your casino username via private message so we can contact the casino rep and check your account.

Thank you.

Done did sent pm

Hello Shaana87,

Thank you for providing your casino credentials. We will contact the casino rep and let you know as soon as we receive a response from them regarding your question.