BitStarz Casino - Unfair and unjustified removal of cashed out winnings - Complaint Resolved

I've been playing a bitstarz for about a year now and even though i've always lost (this was my first cash out ever) i didnt have any issues at all, mike and chris are always nice and helpful so it was quite a big surprise when after having huge losses and numerous deposits over 48 hours then receiving the weekly friday cashback as shown below
Friday Loyalty Bonus Wager Done 93 AUD 3256.10 / 3255.00 (100 %) December 23, 2016 18:06 December 16, 2016 18:06
and meeting the wagering requirement which is not easy to do which i then got up to $1700 AUD and cashed out and still being at a huge loss over the past 48 hours to receive this email.
Hi there!

Unfortunately, the maximum cashout resulting from the bonus you were playing with is limited to 100$. Nevertheless, we have made an exception for you and let you cashout 5 times more, 500$. All the exceeding funds have been cleared in the manner of a cashout, but it won't appear on your end.

Thank you for understanding!

Best regards,

Mike
Support Hero

After speaking with Mike and being told that i can only cash out $500 AUD and the $1200 AUD that shows up as cashed out isnt going to show on my end(in my bank account) because the maximum i can win from this bonus is $100. however in this case theyve allowed $500. So after receiving a 93AUD (friday loyalty cashback bonus) which comes with a wagering requirement of 35x normally i could only win a maximum of $100 but this time its okay to do $500 but remove the remaining $1200. After questioning how does that sound fair? and how does that even make sense? Mike then tells me that there isn't actually any terms and conditions for this bonus and to refer back to the terms and conditions of a no deposit bonus. Which i also question as it technically isnt a no deposit bonus because it is for the deposits over the past week and usually it is 10% back on deposits and losses. You can only imagine how shocked and how misled and robbed i feel after this. This experience has really turned me off playing at bitstarz and considering this would've been my first cash out and to be told that basically if i advised them that i wanted to cash out at $500 and then kept playing and got to $1700 it would be okay. isnt that what the high wagering requirements are for! i've never heard any casino that ive played at say this. Askgamblers and my fellow gamblers help please! im sure this has happened before. After losing over $2000 in less than 48 hours and finally getting up to $1700 after wagering it 35x and cashing out to then have $1200 "removed"... highway robbery.. ive attached screen shots of the email, transaction history and bonus which fulfilled its wagering requirement

J K
(really didnt want to post a complaint about bitstarz but i feel really hard done by)

BitStarz Casino

Dear JK,

First of all, we apologize for all the confusion here and we know that you're a loyal player in the casino,
so I hope we can straighten this out. Therefore, I'd like to publicly present our side of the story.

So, it seems like the main confusion here is the definition of the bonus received. You mention a Friday
Cashback Bonus, but we believe you're referring to a Friday Loyalty Bonus. You did indeed receive
previous cashbacks in the week, but these were never wagered completely, it was only the Friday Loyalty Bonus
that had a completed wagering requirement (please see attached screenshot).

Now we've established what kind of bonus you received, and I believe we conversed on Live Chat as well
where we explained the difference between a bonus drop (which you receive without making a deposit), and
a for example a cashback (which is given based on you specifically making a deposit and playing).

As the Friday Loyalty Bonus goes under the category "bonus drop", where we're simply giving bonuses to
players that we feel need a bit of encouragement for whatever reason that may be. Such as a long time player,
lapsed player, or another reason that would be deemed as worthy of receiving one. It could be a variety of reasons
and the amount given is based on our personal opinion. Therefore, as it's given by us without any requirement of
deposit, the following rule does apply:

NO DEPOSIT BONUSES TERMS AND CONDITIONS

"1a.
The maximum winnings that will be paid out resulting from a free bonus or free spins without deposit (eg. the 20 free spins upon registration) will be 100 EUR/USD/CAD/AUD, 1,000 SEK/NOK. Max winnings for GBP is £50 (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount). 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 100 mBTC. Any winnings exceeding this amount will be forfeited."

As you are a loyal player here at BitStarz, we still wanted to make sure you got something extra for being a loyal player in the casino, which means we gave you 5x the max cashout limit. Again, we totally understand you're disappointed as you didn't get the full amount of your winnings, but it's still five times more than the maximum cashout stated in the terms of which the bonus is bound to. Which we also think is fair.

If this was a bonus given based on a deposit made, such as a cashback offer, reload bonus, free spins received on Thursdays (from making a deposit on Wednesdays for the Wednesday Free Spins), the max cashout rule would not apply here, but as this was a simple bonus drop given at our own discretion as a gift, it does apply in this case.

We sincerely hope that this makes sense, and even though we understand you're disappointed, I hope this clears it up a little. If you have any other questions, we'd be happy to answer them.

Kind Regards,

BitStarz

AskGamblers

AskGamblers Complaints Team consider the explanation provided on behalf BitStarz Casino management in regards of this complaint to be fair and justified enough and therefore, we confirm the decision taken by the casino to pay to player an amount which is less then the originally requested withdrawal amount to be in line with the relevant terms and conditions and namely:

"1a. The maximum winnings that will be paid out resulting from a free bonus or free spins without deposit (eg. the 20 free spins upon registration) will be 100 EUR/USD/CAD/AUD, 1,000 SEK/NOK. Max winnings for GBP is £50 (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount). 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 100 mBTC. Any winnings exceeding this amount will be forfeited."

In order to avoid similar unpleasant misunderstandings in the future, AskGamblers Complaints Team would also like to recommend BitStarz management to find the proper way of informing players chosen to receive loyalty bonuses that max cashout derived from playing with such bonuses should fit the provisions of the aforementioned rule.

The case is being officially closed now.

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BitStarz Casino - Unfair and unjustified removal of cashed out winnings

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