BitStarz Casino

kr16,092

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..

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

$20

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.

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.

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.

Software malfunction not addressed properly

$5,500

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.

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 >

Unjustified duplicate account accusations and confiscated winnings

BTC10

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.

Inadequate assistance with a game glitch

€3,800

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.

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:

BitStarz Casino Complaint Stats

Resolved 18 / 18

Avg. Amount $2,639

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

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Player Rating

8.8/10 ● 628 reviews

Top reviews from our players

Inactive user

9 years ago

1/10

Nothing at all.

So here is my first ever review (after been a member for many months) I must be brain dead as I have no idea how this has a perfect 10.

1. Deposited in CAD 3 /5 providers DO NOT allow them to be played AT ALL in CAD
2. Out of the 2/5 remaining providers One can't use bonus funds
3. The last remaining provider is broken on the website (microgaming)

I felt so cheated and robbed Demanding a refund back to my account!

Hi there, I'm sorry you've been disappointed so far. We do our best to provide as many games as we can for the various regions and currencies we cater to. With that being said, there's quite a few games available for players playing in CAD, and the selection of games varies a lot depending on the provider. We might have just a few games from some providers, and over 60 games from another, so number of providers available for a currency doesn't necessarily reflect the selection. Just to point this out as well, it's unfortunately not our call when it comes to the availability of the currencies accepted from the game provider's end. They make the call about what currencies they want to provide wagering in, and as mentioned, we're doing our very best to add as many as we can. In terms of a refund, I hope you understand that this is not possible, and I'd like to ask you, as you say you've been a player here for months, if you've addressed your disappointment to any member of the staff as of yet? It would have been great if you would have mentioned this at the get-go so you wouldn't go on and be a disappointed customer for months. Olle, BitStarz

BitStarz Casino 9 years ago

Rand0mWriter

7/10

The games are fun, aesthetically pleasing, and some do seem to pay out pretty well.

Did not like the way the bonuses were set up. Anyone notice that you don't get take out the money you deposited or keep any of your winnings until you've wagered 40 times what you initially deposited?!?! And they do this for your first 4 deposits It seems like they're just tricking people. I had played one of the slot machines from .0008 Bitcoin up to .015 and by this time had wagered 20% of what they required me to wager before they'd let me take any of it.

If I would have made the deposit and played that game without letting them match my deposit with that "Bonus" then I could have kept all those winnings and put it to really good use. It's just an underhanded tactic they're using so they can keep all the money you deposit into their casino and all your winnings don't fall for the bonus that's how they get you... You will never be able to win enough to wager enough to take any out unless you are very lucky...

jopsonnn

10/10

Is trust casino nice support and realy lot of free spins every time u ask a support no problem very nice live support
and cash out in few minutes .Thats the bestt place for play like now beetwen many casino ,
for me nr 1 .Jopsonnn

like there all is made it like have to be mabe litlle bit more bonuses and promotion . But no problem att all regards

Hei Jopsonnn, Thank you so much for the awesome review! We are working really hard to have the 24/7 coverage and super quick withdrawal times. Regarding our bonuses, we just had a week long 100% cashback promotion on top of all of our regular offers as well. But we will make sure to let you know when we have even more bonuses going on :) Have a nice week!

BitStarz Casino 9 years ago

loul

10/10

Cashout are very fast with e-wallet (less than 10 min).

You get free spins each week and they add habanero slots.. good for us who can't play NetEnt game

Just to say something, the time to load Betsoft game :-)

Bonjour Loul! Thank you so much for that, much appreciated. We try to do our best to provide the best games out there. We just added GameArt, which might be available in your region and on top of that, we'll be releasing 2-3 new providers shortly, so keep an eye out :) Hope you have a great weekend and let us know if we can be of assistance. On top of that, always remember to dream big and win bigger :) Mike

BitStarz Casino 9 years ago

johnkemp9876

10/10

I have tried several other casinos but bitstarz has stood out by far. Beside the fast processing times for both deposits and withdrawals the one reason that I will continue to play at bitstarz is the customer service. They are all great but Chris has made a great impact on my decision to only play there.

Even when I lose I Stay happy because of Chris and he is always courteous. When I had my first big win after many losing sessions he personally congratulated me. He makes the entire company look good because of his great customer service.

Inactive user

9 years ago

8/10

I make first time deposit I'm won 750 euro

Best online casino

Very helpefull customer service

firedude

8/10

First off this is a legitimate, respectable casino. I have played online casinos as long as they have been around. This casino stands way above any and all competition. I actually feel very confident that I have a great chance of winning each and every time I play.

In the last year I have cashed out 4 times from 500.00- 4,000.00 (USD) in bitcoins of course. You will not find an online casino that pays out faster. My last withdrawal approx 2vweeks ago for 5 btc, was processed and in my btc vault in less than 1 hour.

Do not hesitate to play here, Mike and the online support team are stellar!

Not really the fault of the casino, but there are SO many games offered by bitstarz that are not allowed in the US.
The mobile play can be a bit slow and lag.
Really no real complaints

Hi there, Thank you so much for giving us such great feedback, we really appreciate that. We try the best to make as many games available to as many territories as we possibly can. We respect your feedback and will do our best to add additional games available to you shortly! Kind Regards, Mike

BitStarz Casino 9 years ago

jazzgeoff

9/10

Fantastic Casino, easy to navigate, huge choice of games.

I've had very little cause to use support chat, everything just works. The little contact I have had has shown the staff to be friendly and accommodating.

Always happy when I get one those emails saying 'hey friend, enjoy these free spins'.

My first withdrawal was shockingly fast, considering I had to resubmit one of the documents, I still received the cash in maybe 30 minutes. I think if they could they would bring you complimentary snacks and drinks while you play.

Bitstarz is gaming the way it should be, highly recommended.

Hi Geoff! Thank you so much for taking your time to write such nice feedback : ) If you need anything, just let us know, and would be great to know how we can improve the site so we can get 10 stars the next time! :) Mike

BitStarz Casino 9 years ago

clempson81

10/10

Superb casino.The staff is very professional in answering any question related to your account.They will also advise you on what slots are hitting at the moment if you ask them.They make sure withdrawals are fast (they are immediate upon request and confirmation).

And most of all - the games are verifiable fair, most especially Multihand Blackjack Pro. If you look at the rules listed, they even tell you it has the best odds of any game in the casino.

They don't call you and blow smoke either. They politely send you a welcome email. And they don't need to call you and blow smoke either. Their product speaks for itself.

In short, they are not out to exploit you.The staff will congratulate you if you win. I've seen comments about them related to slow payouts or an unwillingness to cash out a win. Show me someone who rifles through bonus codes without ever making a deposit and then gets on here and complains about this company when they don't even read the fine print and I'll show you someone who would be better suited to do something else with your time.

If you deposit and win, you will be paid and congratulated. That's called professionalism, which is refreshing to see given that this type of business is ripe with rip off substitutes. But bitstarz is definitely NOT one of those casinos. First class all the way.

The only thing I don't like about this casino is the fact that I don't cash out sooner when I'm up by a reasonable amount. And that's on me.

And I pity the poor fool who does the same thing. Cash out when you should. And may the force be with you :)

Hi there, Thank you kindly for taking your valuable time to write such a nice review! Let us know if there's anything we can do for you and I hope you're able to cashout a nice win soon! Mike

BitStarz Casino 9 years ago

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