Complaint #768 BitStarz Casino

Software malfunction not addressed properly

By Joe D.

3 years ago

About a month ago I was not awarded a bonus round on Quickspin’s Golden glyph.

When they got back to me they said their history records don’t reflect any such thing - and even backed it up with a screenshot.

***Now I’d like to say I have played years at Bitstarz and on Quickspin games, and Bitstarz have always been great to deal with and I’ve never had any problems with either of them, technical or otherwise***

Now I’m no computer expert so I want to know whether there is any legitimate reason their history could be different?

It was only a 20c spin but the thought they could ‘potentially’ be scamming customers so blatantly is nagging at me and has left me questioning how legitimate/ fair online casinos really are as a whole.

I have emailed the videos/screenshots as it’s not giving me an option to attach them here.

Disputed Casino BitStarz Casino

Reason Software glitch

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Few important moments here to be clarified:

1. The Operator followed strictly their Terms & Conditions, applicable to the particular issue. Moreover, they went well beyond by providing detailed information as well as a reasonable explanation from the relevant Gaming Provider. Mind you, the Gaming Provider is duly licensed by all major, trustworthy gambling authorities worldwide.

2. Despite the unfortunate event and although the Operator is not obliged to offer any compensation (as duly stated within the Operator's Terms & Conditions), the player was offered a goodwill gesture in the form of a cash bonus with only 1x wagering.

Based on the above, the AskGamblers Complaint Team believes the Operator acted completely adequately and in full accordance with their Terms & Conditions. The case is being officially closed now.

BitStarz Casino

• Representative

3 years ago

Hi there,

We changed the comp to a 1x rollover comp.

Now in terms of how much to give, it's hard to estimate how much that would be. You bet 20 cents on the game round in question, so assuming that you would hit a 13,000x might be a pretty high estimate in my opinion.

As mention before, this is an extremely rare occurrence, it's within the realm of possibility though, which you were the witness to. The chance that it would happen again is insanely slim.

As everything in life, there's always a possibility that things don't go according to plan, and we have to make an educated decision on the risk/reward ratio, right? Like in this case (which I don't know, is probably like 1 in a trillion?), we have to decide if that very very slim chance of error is going to be stopping us from playing. This has to be a judgement call for all of us. My opinion if I was playing might differ from yours, but we all have to determine if that's worth it or not.

Olle

jdris2

• New Zealand

3 years ago

Once again your support team has been less than helpful, after repeating my question 3 times I was assured my ‘point’ (question) is understood whilst simultaneously ignoring it anyway and spewing up some word vomit that either doesn't make sense or is inaccurate followed by immediately closing the chat on me.

I would have never expected this from a casino with such high reputation, over such a small amount of $$

jdris2

• New Zealand

3 years ago

Please forgive me for not being my diplomatically self for reasons that will become clear by the end of this post-

So I guess if I want to keep playing slots; not being able to trust anything that comes up on my screen or any that any win might not be credited to me (for what seems like literally no good reason at all) is something that I’ll just have to come to terms with.

Even a rational person would have the niggling questions of what if? Followed by more questions of what if it was a max win and that’s Why this happened? I will refrain from any more continued venting after this reply to prevent us going around in circles but you see where im going.

You have to understand how someone might feel in this situation especially when although not likely, I could have possibly won $2,637 (13,185x). So im sure you can understand how annoyed I was when I logged into my account and was credited a measly $40, I have wins on my account on golden glyph with the same bet size doubling that ($79). But what I found mildly INFURIATING was this $40 was LOCKED BY BONUS!! And I’d have to wager it 35x to withdraw it.

I was never on a bonus when it happened so why on earth would you attempt to compensate me yet lock it as a bonus with a 35x wagering requirement! I consider myself a very reasonable person able to see a situation from many angles but I just can’t wrap my head around this 👎

BitStarz Casino Complaint Stats

Resolved 18 / 18

Avg. Amount $2,639

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

BitStarz Casino Complaints

See all complaints for this casino

14 days delayed refund

Hello, I opened an account in bitstarz and I deposited 20$ and got a bonus. I won 100$ they told me like every scam casino that you are not eligible for this bonus and that they would close my account and refund the 20$ deposit....14 days and am still waiting for this refund.. I literally sent them more than 40 email and always the same answer. There is no estimated time frame, so they can send it in 30 years or maybe 100. My complaint is that no respectful casino will ever tell u no estimated time for refund..

Resolved

$20

After I hit the take a permeant break, casino stopped the withdraw process

I have been using bitstarz for a while and cash out many times with no issues what so ever, but this time when I hit cash out I decided to take a permeant break from their site, which took away all of my access to getting back into the site. Me thinking since I already hit the cash out button and that the cash out was already in progress to be sent to my bitcoin wallet that it would send the withdraw and my account would be disabled, but however that was not the case.

After I hit the take a permeant break, bitstarz actually stopped the withdraw process for some reason and has not sent my remaining funds to me in what is now about to be two weeks. Every time I ask them if they heard anything on the process or have a time frame of when I might get my withdraw they say they haven't heard anything from the department yet & that they hope to hear something soon. The first person I spoke to with on live chat after this happened told me I could do a manual withdraw if I sent them my wallet address, so I did, but after I sent them my wallet manually to verify that it was the address I wanted to use still, they decided to change their mind on the manual withdraw, which didn't make any sense to me.

Resolved

Withdrawals showing pending

Yes I've made two separate withdrawals on my account. I have not received them. Been told that there's issues and be available within 24 hours or sooner. But it's been over 24 hours. I've also made a deposit and it was approved on blockchain and I haven't received that either. I'm just basically told 24 hours was told the same thing again today. They're showing pending.

Rejected

Bitstarz Casino - 20+ Days Payment Delay

I withdrew $5500 from Bitstarz on 3 April which was accepted and processed. I realised that the suffix on my account was incorrect and contacted my bank to advise best next steps. They suggested a change being sent to correct the suffix which Bitstarz said they did on the 5th April. I have contacted both my bank and Bitstarz every few days and Bitstarz can provide no update or request a trace. As of today all they could say is they have asked for an update and there is no ETA. It has now been 20 days. Please help.

Resolved

$5,500

Original Deposit Not Returned After Failed Verification

Good day

I have an issue with BitStarz Bitcoin Online Casino.

On the 28th of December 2020 I requested a withdrawal after making 5 deposits into my BitStarz online casino account. In total it was 9.89678893 BTC.

Here is the Bitcoin Address I paid to and the Blockchain link showing the transactions.

Address: 37wzzF7M1NZVpVRhimXhS4pebXRiwRPyxp

https://www.blockchain.com/btc/address/37wzzF7M1NZVpVRhimXhS4pebXRiwRPyxp

During my gambling session, I won roughly 30 BTC. I made a withdrawal request and shortly after I received an email from Sean at from BitStarz Support (Ticket #W82TG) asking for Verification Documents.

I then sent what they requested.

- A copy of my passport.

- A photo of my face (selfie) with my government issued passport with a paper with the word Bitstarz and the date.

- My proof of address.

Doing that already made me uncomfortable because the whole reason for using Bitcoin is to stay anonymous. However, I did as they requested.

Later that day, I received a phone call from one of the Bitstarz support / finance department personal. I have spoken to him and he seemed satisfied.

Yes, after all of this, they reversed my withdrawal. I had over 40 BTC in my account. During some more gambling, I have lost and my remaining balance was +- 22 BTC.

After this, I received an email saying that they are blocking my account until they are satisfied with my verification. Which I've already sent to them.

As things stand now, my account is blocked. I cannot get access to the +- 12 BTC I've won, not even my own 9.89678893 BTC that I have deposited.

After numerous emails back and forth, I have requested that they return my original 9.89678893 BTC to the original address that I've sent it from. In turn, I received an email saying that they have seized the BTC.

In my layman understanding of this is that they are not satisfied with my verification and refuse to return my original BTC to the original address it was sent from. In other words, they literally stole 9.89678893 BTC from me. I have done what they asked and they still are not satisfied.

I humbly request that you assist me in this matter. 9.89678893 BTC is a lot of money that I cannot just write off. They said something in one of the emails about AML legislation etc which is absolutely ridiculous. All I ask is that they return my original 9.89678893 BTC to the addresses it was sent from then there is no AML issues at all. Yes, they refuse and by the looks of things they want to steel my 9.89678893 BTC and the winnings on top of that.

I really hope that you would be able to assist me in this matter.

Kind regards,

Petrus < surname removed >

Rejected

BTC10

Unjustified duplicate account accusations and confiscated winnings

Hi, I write to you from Denmark with an issue with Bitstarz. They refuse to cooperate on this mattter.

A couple of days ago I signed up on 2 Direx N.V. casinos , Bitstarz (and Golden Star), where I deposited and played.
I actually checked on here that they accept players from Denmark, which they do.

On my second deposit of 100 EUR started to get some winnings, and made an withdrawal of EUR 2000 .
I got an email asking for the verification documents, which I provided instantly. (attached)
I later cancelled the withdrawal and ended up winning more, and withdrawed in total EUR 3800.
Now this is when the nightmare starts.

I got an email from support stating that I have played using 2 accounts, and have used the welcome bonus 2 times,
and gives me an email and an fake ID issued in the UK. (see comments) I thought I'd faint , as this is very serious.

Now, the fact is that I live in Denmark , it's not my email , and I have not registered an account in the UK that I play with.

Even though IF the fact were that I lived in the UK and in some way had an account, I still would not be able to play on BitStarz as stated in their T&C. 3.7

"If you are a player from Spain, Sweden, France, the UK, The Netherlands, Dutch West Indies and Curacao, US or any of its states, you won't be allowed to play real money wagering games including bitcoins."

I have asked them to send all the details for the supposed active second account, but they refuse to cooperate, and are threatening me, with that I should withdraw 100 EUR or I will loose them as well. (see comments in the conversation)

They falsely accuse me of playing on duplicate accounts using the same danish IP address, which I have asked for proof of, but they refuse to send this , and only (repetedly) ask me to withdraw 100 EUR so they can close my account. I have also asked for logs when "I" have been logged in on this other account, dates and times. They do not want to send anything I ask for, and I am in shock over the whole situation. This is a behaviour I have never encountered before.

I refer to their T&C 6.3
"In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim."

As they don't want to provide records of the duplicate account, the dispute is only looked at from their side.

If looking further at the T&C's it says that only one account per IP, household and PC is allowed. That is of course standard for any casino, - I am always aware of the casino TC's. But in this situation it doesn't add up , they do not wish to cooperate, and I am left frustrated and sad that people can be like this.

Thankful for any help.

Rejected

€3,800

Inadequate assistance with a game glitch

Bitstar game "The Nutcracker kicker me out up in getting 5 x free spin symbols after putting several thousand dollars into the machines.

Issue occurred Friday 6 Sept 2019 @15:54pm. at the time I had 17 free games remaining an was already on a x 4 win multiplier with 17 games remaining. Butstarz strung me along telling me that I would receive an email and that the game would be fixed and finally telling me almost 3 days later that I could log in and culd resume my feature if I again removed all cookies and history and did a fresh log in or used another device. I dd this repeatedly for several more days loging in daily and advising again that the game would allow me back in:

Customer Service last message was on Mon, 09/09/19 12:14 pm saying that the game had been fixed.

I followed up imediately 10 minutes later o@ Mon, 09/09/19 12:25 pm advising that the game kept booting me despite the instructions I'd been given having been completed repeatedly. Supplying both error screen shots and asking for resolution.

I then follow up via the ticket lof and I believe via support aswell checking the game on a daily basis. Post Bitstarz last contact I have email message via the ticket on the following dates:

4 Days +6 hrs Tuesday, 10 September 2019 10:41:06 pm - My free games still hasn’t returned, I can log in to the game but no free spins, and

upon attempting to spin the reels I get the attached error message. Further screen shots attached showing the error messages received proving issue not resolved and asking for a url I might be able to access the game through manually.

"6 Days + 16 Hours after incident "Friday 13 September message saying that it is almost a week and I hadn;t heard from anyone since the

NO RESPONSE 2019, 2:08:22 am" previous Monday, just long enough for the deposits to clear from the CC then I didn't hear from them again in response to any of my message. Advised that isn't sorted by then i’ll lodge an official complaint with your licensing body, and report the to ask gamblers. I don’t want to take that route, But have no chouce as I;m not hearing from them. Still heard nothinig.

6 days + 19 hrs Emailed Nick Head of casino Who emailed me regarding a big winner so I responded syaing that I;ve been waiting over a week for a resolution and without any update to repeated inquiries at all for 5 days so instead of self promoting why don;t you service the customers issues. AGAIN NO Response now as of Moday september 16th haven't heard back from anyone since Mon, 09/09/19 12:14 pm, not a peep in over a week and since all the transactions cleared. Voted best casino??? What a joke.

I have all the screen shots from the game, all the communications about the issues and proof of issue game number just need an email address to send it.

Rejected

Unjustified accusations and confiscation of deposit

BitStarz Casino,

20 Free Spins yielded a win. A maximum withdrawal amount of up to 0.3BCH after playthrough is met according to the Term Agreement. However the system would not allow me to submit a withdrawal request. The crypto address field is disabled and so I sought the assistance of a BitStarz support hero. Here comes Henry to save the day! Henry reviews the account for a minute and figured: “ To enable the withdrawal method you need to make deposit with it.” I asked how much, it was 0.14BCH (chat log attached in this email)

I made my deposit as instructed. As I waited for confirmations to complete, I realized I need to know what will happen to my deposit of 0.15BCH which was added to my post playthrough balance of .528BCH at the time. I opened chat again (spoke to Mark) and was advised to add my deposit on top of the 0.3BCH. I submitted the withdrawal in the amount of 0.45490560BCH. After the cashout confirmation email process, I received an email from Richard that said they found my account as duplicated and is a violation of BitStarz’s T&C. And all funds in my account has been seized in full, the account was also disabled and I can no longer login. I thought maybe there was a mistake and so I asked to be sent a copy or documentation of this alleged violation charged against me. BitStarz replied saying there is no charge. Claimed that multiple accounts were linked to my account and so a decision was made to confiscate the full balance. (Transcript of conversation attached with this email)

Now I’m really confused and frustrated. I have been accused of a violation but refused to provide evidence to substantiate the charge. Denied me access to my winnings and deposit monies. But no there is no charge against you. Are you serious? This is the best you can come up with? I wonder how many others experienced my situation.

Here’s another view of the scenario:

Resolved

Cannot get my winnings

I recently signed up and made several deposits using my credit cards totalling almost 1200$. I played and requested to withdraw 900. However, they wont pay me back to my credit card and only are giving me the instadebit and ecopayz options. I do not have either of those. My instadebit account was closed several years ago and cannot open another. And i dont have the ability to open an ecopayz. So they say they wont pay out my winnings. I physically cannot open those accounts/options so they told me I lost all money/deposits. I have the chat transcript where they told me this.

Andrew Thu, 04/25/19 08:33:58 pm America/Rankin_Inlet

Hello. How may I help you?

momo84 08:33:58 pm

Hi. I am from canada and trying to withdraw, but unfortunately my instadebit accont is blocked, and i cannot get access to my ecopayz..

Andrew 08:34:47 pm

you will need one of these unfortunately

momo84 08:35:05 pm

but i dont, so what do you expect me to do?

i cant force them to give me an account

Andrew 08:35:41 pm

you will need to gain access unfortunately

momo84 08:35:50 pm

they wont let me

what dont you understand

Andrew 08:35:59 pm

i understand

you need to please understand that these are your two options

so you will need to gain access

momo84 08:36:26 pm

and i cnnot gain access

so how do you expect me to

i have been in contact with them, and i cannot get access

Andrew 08:36:58 pm

you will need to use one of these methods or you cannot withdraw

momo84 08:37:08 pm

so i lose my money?

i need to speak to somone who can help me. i deposited in good faith with my credit csrd. now i want to withdraw and i cannot

that isnt fair

Andrew 08:37:56 pm

you will need to use one of the methods

i am best placed to help in this scenario

momo84 08:38:17 pm

oh my god. I CANNOT use those methods

Andrew 08:38:24 pm

then you cannot withdraw

momo84 08:38:26 pm

the company wont open my account!!!!!

Andrew 08:38:33 pm

then you cannot withdraw

momo84 08:38:38 pm

so i deposited and lost all mu money

Andrew 08:38:57 pm

unfortunately if they will not open the account yes

momo84 08:39:03 pm

wow

Andrew 08:39:19 pm

is there anything else i can help you with?

momo84 08:39:21 pm

you cannot just take peoples money

Andrew 08:39:36 pm

we did not, you are saying the two options we gave you will not work

we gave you those options and so you need to make them work otherwise you cannot withdraw

is there anything else i can help you with?

momo84 08:40:25 pm

i want to escalate this

this is not fiar

this was supposed to be a reputable casino

Andrew 08:40:52 pm

it is

unfortunately there is no escalating this

momo84 08:41:01 pm

and i deposited. its not my fault i cannot withdraw and im from canada so you wont put it back to my credit card

Andrew 08:41:19 pm

those are the two options

if there is nothing else to add i will need to close the chat unfortunately

momo84 08:41:40 pm

so i just lost 1200@

Andrew 08:41:55 pm

unless you get one of the methods yes unfortunately

Rejected

$900

Failed to Compensate According to Games Stated Pay Table

I'm submitting this claim on askgamblers after submitting it prior on another site to no avail. The reason I am submitting it here is that Bitstarz has unfairly compensated other players who had the same issues as I state here, yet have denied me compensation and that does not sit well with me at all, as I'm a loyal Bitstarz depositor. This complaint is being submitted in direct response to how I've been treated by Olle, Bitstarz Online Rep. The other players who submitted similar claims, did so AFTER I submitted mine. Bitstarz and more specifically, their online Casino Rep, Olle, has continually and intentionally denied me any compensation on this issue, after unfairly compensating the other said players of Aztec Magic (and other Bgaming slots) which I believe is wrong (and unfair) as my claim is legit as you will see below. I can provide proof of other players saying they were compensated by Olle and Bitstarz upon request, but have not included the proof in this complaint for clarity.

So after going through my screenshots I found that I had two rounds that indeed had not payed out correctly according to the pay table, as they both had multiple wilds in the winning combinations.

Both rounds were spun within 7 minutes of each other on the same day. And in both rounds, the lines paid correctly if there were no wilds involved, but as the pay table rules state, if 2 wilds are in a winning combination it multiplies by 40 and if 3 are involved it multiplies by 200 (please see enclosed pay table screenshot).

On Screenshot 1 -

My Line 3 win paid 28.14 mBTC but should have actually paid .35 BTC

Line 3 = 125 x 40 x .07 = 350 mBTC or .35 BTC

Total win should = 350 mBTC or .35 BTC.

Total win actually paid out to me = 28.14 mBTC or .02814 BTC

On Screenshot 2 -

This round paid me 19.15 mBTC or .01915 BTC, but should have actually paid me 120.90 mBTC or .1209 BTC

Line 2 = 200 x .05 = 10 mBTC
Line 8 = 50 x 40 x .05 = 100 mBTC
Line 6 = 5 x 40 x .05 = 10 mBTC
Line 4 = 6 x 3 x .05 = .9 mBTC

Total win should = 120.90 mBTC or .1209 BTC

Total win actually paid out to me = 19.15 mBTC or .01915 BTC

To Conclude -
I should be receiving .4709 BTC as the adjusted win for both rounds. Being a loyal Bitstarz player, I trust that Bitstarz will do the right thing as they are always quick to help in any way they can. With a lot of other Casinos these days not being the most honest places to play, it's good to know that Bitstarz is still a place you can trust and feel good about spending your hard earned BTC there.

I just hope to resolve this soon, and am curious to see if they try to credit me with no multipliers instead of the stated multipliers, because as the rules state, 2 wilds in the winning combination is 40x while 3 wilds is 200x. And ***it doesn't say anything about the wilds having to be all in a row*** so I should receive .4709 BTC instead of the 47.29 mBTC I got from both the wins.

Resolved