You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

BitStarz Casino - Unfair and unjustified confiscation of winnings

RESOLVED
Kaptein South Africa
posted on October 24, 2017.

Hi

Bitstarz has been my number 1 casino for about 8 months now and I really thought that this casino is way above the average online casino. Having said that, I was extremely dissapointed and put off on Friday, 20/10/2017 when I got denied 1200 Euros after winning in my loyalty bonus which I deserved. Please see this as constructive criticism and not as an attack.on you. I'd like to explain my point of view:

In 8 months ive played daily, with average 10 deposits. Ive lost way more than ive won over time. Therefore i am a VIP member who receives a VIP loyalty bonus every Friday. This bonus have allowed me to cashout around 2 or 3 times and they were all around the 2000 Euro range. Ive always been able to withdraw the money without any problem. This bonus is not official and the rules are not communicated in any form. Bitstarz have created a precedent in the past by paying out these bonusses in full. they have created an expectation and with no certain rules on this bonus, it seems a bit like they decide on the spot how much they would like to pay out.

I played and started winning big money... went over 2000 Euro at a stage and because they always paid me out before, I started planning with a big smile on my face... I almost booked a holiday (Yes I can have a week long Holiday in my country with 2K Euro). When I requested my withdrawal, all of a sudden it was not paid immediately like usual. I contacted support who told me the maximum withdrawal is 100Euro and that they must ask the VIP manager what they can pay me out. I started getting nervous and sad and all kinds off emotions and thought s went through my mind. I waited about 5 hours for an answer to come back to me and it stated "We decided to give you 300 Euro and the rest will be confiscated". I was not happy about this ofcourse and it turned my smile upside down instantly. I started Emailing the Casino manager, VIP manager and Support and No one could get back to me with an explanation on why I can only get 300 now all of a sudden. Im still being ignored at this time im writing this complaint.

My point is that there are no set rules IRW this bonus. You get it but you cannot be sure what you will receive. Its all about what mood they are in and how much cashflow is around it seems... This is unprofessional to begin with and its inhuman to play with people's emotions like that. Very cruel to be honest. The gambling board and authorities requires casinos to be clear and to the point with rules. We cannot be left in the dark like this. You have confiscated 1200 Euros of money which I won with a loyalty bonus ive earned from being a loyal customer. No person should be wondering about their money and/or whether they will get something or not.

Please review your decision of paying me only 300Euro. I do not deserve that and I am extremely disappointed. Worst is that the managers ignores me.

Regards

Kap

posted on October 25, 2017.

Dear all,


On Fridays at BitStarz, we tend to have a look at our loyal player's accounts to in some cases give them bonuses for their loyal play. This is a proprietary bonus which can be based on various criteria depending on what has been agreed upon by the player and the VIP Manager, or just a random bonus from a CS Manager. Sometimes, this bonus can manifest in a cash reward, a bonus - based on losses, on turnover, or can simply be a free bonus just as a token of appreciation based on a Manager's own judgement, which vary in size depending on for example VIP Status.

In Mr. Du Plooys case, it was believed that he just received a bonus drop, which is bound to the rule below:

"1. 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, Wednesday Free Spins Drops, Second Chance Spins) will be 100 EUR/USD/CAD/AUD, 1,000 SEK/NOK or 6 000 RUB. 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 25 mBTC. Any winnings exceeding this amount will be forfeited."

Upon looking into the matter further, Mr. Du Plooy was actually presented with a VIP deal based on losses, which means it is not bound to the rule above. The reason for the confusion was that Mr. Du Plooy never confirmed to receive the bonus based on losses, which was sent to the player over a month ago. With that being said, the VIP Manager has decided to honor the offer even though it was not confirmed, and the player will be paid out shortly.

Kindest Regards,

BitStarz

Kaptein South Africa
posted on October 25, 2017.

Thank you very much. Ive received my full winnings.

Could you perhaps lay out some rules IRW the bonusses? Just to avoid all this confusion in future?

Anyway thank you for dealing with my complaint promptly. You are my Number 1 again...

Regards

AskGamblers
posted on October 25, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

BitStarz Casino complaints

  • 12 of 12 resolved
  • 1 day avg response
  • 3 days avg complaint life
  • 3,279 USD avg amount

Have trouble with BitStarz Casino?

By subscribing you are certifying that you are over the age of 18.

Sign up for +250 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie policy.