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

fb_1611620639127964

10/10

Oh, Bitstarz, my new found glory, if you were edible I would include your delicate-yet-delightfulness within my favorite Tim Horton’s cup of coffee. I would then save the Cup, have it gold-plated, framed, have a big ol’ selfie-sesh with you, then stick you in an xpresspost envelop en route to Sweden. Eh, Mike? OF COURSE, in return, I would totally be expecting your arrival to eastern Canada with 2 blonde Swedish bombshells in lederhosen’s (I will be sure 2 hold you to this!) (Insider, for those who think I may have been under the influence of smoking a good ol’ Jeffrey – or at least the many narcotics in which its claimed to consist of (Get em to The Swe! COMING, TO THEATERS NEAR YOU, OR, JUST MSG MIKE ON CHAT, HE LOVES EVERYONE. PEN PALS FOR LIFE XD).

Enough with the silly-talk, *put’s on suit, tie, top hat and accessories / drops Canadian Accent (eh?)*. Time for professionalism. Before I begin reviewing my brief-but-wonderful (BBW? Had to, LOL) experience playing @ bitstarz casino, I MUST say: To the Owner(s) of bitstarz – Kudos, to the OUTSTANDING, AND DOWNRIGHT AWESOME (Caps was a necessity in order to emphasize my point here) employee – Mike! I have only known, and spoken with this fella for about 2.5 to 3 hours tops, and he has completely BLOWN my mind. I never seen any customer service like what he has brought to the table, not in my many years of online casino-support / chats. He deserves the absolute best for his dedication to your casino, I hope the absolute best for him. For the curious, he made my miserable day/night end with a smile on my face; I still cannot comprehend how awesome our chat was – defiantly a first where an agent makes me laugh, and have a good time, we both had a few good laughs and I can say he is a great person. He even gave me +100 FREESPINS, resulting from a submitted support-ticket regarding a issue I was inquiring about (technically I had been wrong -- it was my fault, completely, as I hadn’t read the requirements for freespin’s bonuses).

The website/casino:
☆ Layout > is absolutely stunningly beautiful. I love the availability to select various game-providers, easily and user-friendly for those who are mobile (as I currently am).

☆ Promotions > Honestly, I had no idea that bitstarz had such insanely awesome bonuses and promotions weekly, otherwise I would have been here playing long ago. Weekly free loyalty credits, who can say that’s not amazing? Free spins, MANY free spins, which I have yet to see elsewhere (certainly not in these amounts, that’s a fact)

☆ Live Chat > Availability: 9.5/10 > I have been on the casino, for about 8 hours total, and it was only for 20 minutes that I have seen the live agents being offline. Being new here, I am sure my vote would raise to a 10/10 within the foreseeable future. Resolution time: 10/10 > Mike, again your my example here. The agent(s) seem to have a very fast response time, as well as resolution time. Out of a few issues I had inquired about, they (3) had been resolved within 2-3 minutes, yes, minutes.

☆ Game Selection > Immense variety of the most popular up-to-date slots, including my favorite provider(s): Amatic, betsoft, etc… They have much more to offer then most, if not all, btc casinos. Also, they have very fair games. I played .2 btc for 8 hours on .01 deposits each time. I actually won .27 btc from 1.5 mbtc last night, but I played it off, 

☆ Withdrawal/Depositing (BTC) > Processing times average 5-20 minutes, sometimes immediately (1-3 mins is considered immediate in my own personal-opinion.) Deposits arrive INSTANTLY via BTC. No confirmations required.

☆ Overall, I am enjoying my stay here at Bitstarz, and I plan on being a regular here. I see a great future here I would recommend this Casino to everyone.

☆My username is mollymark2015 – Reviewed for the kind gesture I received, without being asked to do so. I always return favors, karma is great:)

fb_10156887857340451

9/10

Fun slots, fast withdrawls, KYC process simple enough. I made a mistake in the documents I sent over sending them a piece of work instead of a valid document (my mistake) and was escalted to a senior member of staff who kindly pointed out my mistake in a professional manner (great 1 to 1 service)... Oh and did I mention you can deposit in bit coin :D:D:D

Would like to see the slot selection expand apart from that no issues.

Hi Antonio, Thank you so much for the kind words. I'm very happy to inform you that we'll shortly add a huge amount of new titles to our range of games. We really appreciate the feedback and kindly ask you to get back to us if there's anything else you're missing on the site. Kind Regards, BitStarz

BitStarz Casino 10 years ago

bagz

10/10

I have been playing at BitStarz since their launch and almost all my experiences are positive. They are constantly improving their service.

Their support is friendly and strive to help players and listen to feedback.

They always surprise me with various bonuses for being loyal.

If you win using bonus withdraw request must be manually processed.

Support is not on live chat 24/7

Hi bagz, We appreciated such kind words and that is super fuel to keep our engine going! Thanks and have fun, BitStarz Team

BitStarz Casino 10 years ago

Astaroth

10/10

Like the name says BitStarz is a Star I can't fault them in any area the website is next level, plenty of payment options, lots of games, great customer support, games run smooth and stable, Lightning quick withdrawals, cool promotions, and the list goes on and on definitely an X-Factor going on here.

Thing that struck me the most is they aim to make a players experience pleasurable and they go out of their way to do it I'm definitely qualified as a customer and look forward to being a long term member of this Esteemed Establishment.

10/10

What do I dislike: After playing at their casino a few times now I can't find a thing that I Dislike never had any problems just smooth sailing.

Hi Astaroth, We thank you so much for the nice review and we're delighted you have a great time in our casino. If there's anything else we can do to make your gaming experience even better just hit Mike up via Live Chat. Thank you so much again for choosing BitStarz! Olle

BitStarz Casino 10 years ago

Br1tches

9/10

I've been playing at Bitstarz for a few months now and I must say it's one of a very small handful I keep coming back to, especially when I am feeling jaded of the usual Netent/Microgaming fare.

- Quick & painless BTC deposits and fast withdrawals

- Extremely well designed user interface and website, it's simple, it's elegant, the game logos are big and the artwork strikes nice and hard against the blackest of black backdrops. Easily on par with the likes of Mr. Green and Redbet and a few others with presentation. Runs without a hitch too, at least in my experience.

- Attentive and careful customer support

- the Amatic and Swisssoft(Bestsoft?) games are awesome

- Did I mention almost immediate BTC withdraw times DAYUM SON

- I find having to prioriy (limit?) my withdraw methods to my most recent deposit methods a little tedious, but definitely not a deal breaker.

Hello Br1tches, Thanks for the kind words! Regarding the withdrawals, that's a measure taken to comply with our license issuer. Best of luck, BitStarz Team

BitStarz Casino 10 years ago

yaroza

10/10

My new favorite! Like it a lot. Good choice of videoslots. User-friendly website. Live Chat is always available and friendly. Rewards program is very good, I was pleasantly surprised with cashbacks. I just wish cashbacks are wager-free :-)

I don't even know what to pick on :-) nothing to complaint about, just a suggestion to improve transaction history for players to be able to generate statements. I like keeping track of my deposits and withdrawals, so it's very time-consuming to manually calculate each transaction.

Hi yaroza! We love to be a player's favorite and we hope to continue like that for you as long as possible! We will look into your suggestion! All the best, BitStarz Team

BitStarz Casino 10 years ago

fb_722764604524284

10/10

This casino is by far the most awesome site I have played at. I have had several nice wins and I first requested a bitcoin withdrawal today.

The transaction took all of ten minutes in total. So refreshing to have joined this casino and know I have finally found ' the one'. Thanks BitStarz, love you!!

Thanks Stacey! We really appreciate your kind comment! Best wishes, BitStarz Team

BitStarz Casino 10 years ago

Afi4wins

5/10

Once upon a time, last 2 or 3 years actually, I would be very unresponsive to any casino that operates purely on Bitcoins, on personal grounds. When BitStarz started accepting normal currencies, this barrier was loosen up slightly. When almost all players are praising BitStarz with excellence, the barrier finally broke! Well, I may not believe a few members saying this casino is blady good and whatnot, but when more and more members are saying the same thing, either they are all going bonkers, or just being repeaters, or simply that I am! To find out for sure, I signed up! Hahaha.

Well, if it isn't for the lovely 200 free spins in the Welcome Package offer, I may think twice, or trice, or even more. Plenty of free spins do get plenty of responses, don't they? Yeah, I'm one of those suckers too, hahaha. And so it was that I became a member at BitStarz, for better or for worse, till death do us part. Oops, better forget that last part! As my darling TS said, "nothing lasts forever"! It's all "only in your wildest dreams"! You are so right darling!

I was told and also heard that withdrawals are lightning fast. But, it can never be as fast as bolts of lightning, that's for sure! Well, very good for BitStarz, very good for members who managed to experience it all. Just too bad for me I guess. I really really do like extremes of speed, not only with cars, but also with withdrawal speeds, but it never comes in my time of need. Sigh.

So where is the excellence when I needed it? Everything started off on a rather bad foot for me, with my documents verification yet again, can you believe that?! Must be a bad omen right from the start, but being stubborn as a mule that I am, I accepted it all as 'normal' and continued on. Probably a big mistake! My first deposit and bonus went kaput like the wind, a strong wind. 9 days of 20 free spins thereafter saw nothing but spins, spins, spins, spins, no nice wins! "Oh fck", "shake it off", I was saying to myself each and every day for the last 9 days. Excellence? For everyone else maybe, for me it just won't be! Just like for all those blady MGs!

The 9 days are up and are now all gone. The future is ahead but will it be on? What do you think? My eyes can only blink! Maybe the heavens have already put me in a situation that I just can't go on. Nothing else that I can do but just consider the future is gone. I've been on this BitStarz road not even for long. Perhaps for now, it's best that I just say "so long!"

Well don't blame me for it. 'Que sera sera'...what will be, will be! If that excellence was going to be a part of me too, I wouldn't be like now with what I've gone through. Everything got off on a bad start, unlike for all of you. The next time this same thing comes true, I will simply know what to do!

Hello Afi4wins, We appreciate your review, but we would like to add that unfortunately we can't control the luck factor on our casino, considering we are a licensed one. All the best, BitStarz Team

BitStarz Casino 10 years ago

Johnnygotthebone

10/10

Customer service is perfect, and congratulations, you guys are officially the fastest paying casino that I play on.

You surpassed everybody with the with drawl I received today, I did it less than 36 hours ago.

The only negative thing I have to say, is that the add to home screen function, is useless for the iPhone.

Hello Johnnygotthebone, We are flattered with the nice comments, but as we always want to improve, I'd just ask you, if you haven't yet, tell us more about your iPhone experience. Please reach us at the live chat, we will love to learn how we can improve it! Best of luck, BitStarz Team

BitStarz Casino 10 years ago

Skaff4days