BitStarz Casino - Player complains about bonus insurance scheme.

Now

I understand now but my dispute and the terminology of insurance means you’re protected

Now the toggle or the button for bonus insurance on my account was active. This means if you somehow missed a bonus in my understanding that button is on so you don’t have that headache.

Monday, they offer 50% reload bonus and I didn’t understand because they’ve got a countdown on them promotion. I was on the assumption that you deposit on Monday and you get your cash back. Once the Monday finishes not instantly because that’s what I understood

Then by looking at having a option bonus insurance, what is the point of having that option when you’re relying that you won’t miss out on a bonus

I contacted support and said that I’ve been depositing all day on Monday and I haven’t received any of my cash back or reload, and they said under their claws if I don’t know to find straight away and continue playing under 3.29 I forfeit my bonus or cash back now I feel that that is a little bit harsh when number one how am I meant to know that mind you they have got that button that says bonus insurance and it’s clicked on but then it’s my fault because of their technical erro !!!

they first told me that I was not entitled to it, because I did not have the button switched on, but then I showed them I had it switched on and then they turned around and said well. You should’ve contacted us firstly oh how have they got a double chance, and I don’t like the little bit unfair and mind you they’ve got a rating of 10 out of 10 and I haven’t done anything wrong and they just shut the door on you. They do not even want to negotiate anything. Are we talking substantial amount of money close to $400?

A good casino with high ratings like that would look at the amount of money that I spent look at the erro wasn’t at my fault. It was their system, and then would negotiate all just reload, my bonuses and not reflect to their terms and conditions. That’s just silly and sly.

Hello Yoshy2323,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitStarz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is there actually any way to prove that the bonus insurance was on when you deposited? Why were you keep depositing if you did not receive the bonus with the first one? Are all of your deposits still available or you played with them? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

yes my account was verified!!month now I even went on support and ask them if my account was verify months ago because I don’t like playing on a casino account. If it’s not verified, they said he’s verified by until you do a withdrawal, then my ask for other information to receive your funds, but to play, I might all my license ID payment photos. Everything was uploaded…

and what I don’t understand is you look at my history how much I play there in a short period of time thinking the reputation that they’ve got they’ve been not once tried to even offer all negotiate or anything they just cut you off and don’t want to even listen to you and treat you like you’re the liar. All the thief. Why would I do this for like I spend sometimes to over 2ka night there why would I go and become such a headache and keep emailing and contacting support and taking photos it’s principal like I’m so sick of these casinos saying g’day when they’re not got such a high reputation like I’ve played with some of the casinos on your site then I’ve got less ratings and I’ve been so much more fair then these so-called casinos that I’ve got high ratings!!

item last yesterday, and they’re on the steel, the assumption that my toggle was turned off, but again why would I turn it off every single time and then turn it back on after I do the deposit makes no sense

I’ll tell you what’s happened because my notifications switched off the system I’m telling you he’s picking up that I don’t want bonuses but the bonus toggle was switched on

now why I kept on depositing is because I thought they’ve got a countdown on the Monday cashback and I thought you get your cash back on your losses when Monday finishes that’s or some other casinos play so I was on the assumption because I was receiving free spins lousy free spins. I can only win $100 which I don’t even like to plan, but that was my understanding you get your cash back after Monday….

I was on chat and there saying I had the button turn off … lol I did almost 10 deposits that they funny to say that I was receiving free spins that day, but allegedly every time I made a deposit. I’ll turn that button off and turn it back on who would do that. He would go through the whole headache of complaining 10 times on deposits and turning the toggle off 10 times so I then said alright so there should be a printout of the toggle turning on and off do you like we’re not escalating your toggles off that Tod was never been off and I mean toggle by bonus insurance means you get your bonus …. So they said we’re not escalating it. The toggles of bad luck.

Hello Yoshy2323,

I'm trying to think a way to help you with this issue but it is not really possible without having an actual evidence that the toggle was on. Also it is not really relevant that you have received free bonuses as they are added to the players mostly automatically anyway. If the casino claims that your toggle was off it is a claim vs a claim and we can't really move forward with the case.

Is there any other way we could assist you?

Dear Yoshy2323,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.