The player from Austria, who suffers from a gambling addiction, didn't receive a Welcome Bonus from the casino, which led to significant losses. He's requested the casino to refund a minimal part of his deposits to help with his debts and undergo therapy. Since the player has not informed the casino about his gambling problem, we had to reject the complaint.
BitStarz Casino - Player requests a partial refund due to gambling addiction.
Amount: €5,000
BitStarz Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello!
I never received a Welcome Bonus from the casino. This Welcome Bonus is deliberately not granted to Austrian players, as the operation of Bitstarz.com is illegal in Austria. I informed the casino about this months ago and asked for a small refund of my deposits. My winnings are in no proportion to my deposits.
As a result of my gambling addiction, I need this money for treatment - and the Welcome Bonus was a clear reason that I have incurred the highest losses and deposits in this casino by far. I have deposited my entire salary multiple months in a row, I have debts to pay and I need to undergo therapy.
I know that these are my own mistakes, but I would like to humbly ask the casino to pay out at least a minimal part of my deposits to spare both parties further debt from a legal process. I enjoyed my time in the establishment, but it severely worsened my gambling problem and almost ruined my life as an apprentice.
Best Regards
Automatic translation:
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1 year ago
Dear c5srx49hpn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions and this is what I found:
2.2 Players from the following countries are not eligible for any promotional offer, unless stated otherwise in the Promotion rules: Slovenia (SI), Croatia (HR), Bosnia and Herzegovina (BA), Republic of North Macedonia (MK), Montenegro (ME), Austria (AT), Kosovo (XK) and Finland (FI).
Unfortunately, there is nothing else we could do for you in this matter. Please let me know if there is any additional information to support this case or if this advice was helpful, otherwise, I will be forced to reject your complaint.
Furthermore, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Regarding your gambling problem, have you requested to be self-excluded from the casino due to gambling addiction?
Could you please confirm that you passed the KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
Hello Veronika,
isn't it possible to get the casino involved in this case and find a solution that might help me? I'm really having a hard time finding the right contact person at the casino and I'm hoping for easier communication via Casino.guru.
My life has changed a lot since I became addicted to gambling and I want to try everything possible.
BR
Automatic translation:
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1 year ago
Have you informed the casino about your gambling addiction?
Have you requested to be self-excluded due to a gambling problem?
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1 year ago
Translation
Hello Veronika,
I can't apply for self-exclusion. Due to the low winnings I have the feeling that the jackpot is becoming more and more likely and that's why I've only managed to set a cooling-off pause of 3 months. A ban and low refund of deposits would be best for me at this moment.
So the casino has not been informed because I can't manage to be blocked myself and therefore want to take the therapy.
Automatic translation:
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1 year ago
We highly recommend you inform the casino about your gambling problem as soon as possible. We are not entitled to request the casino refunds any of the deposits to you, since you have not let anyone know about your addiction. As it is stated on the BitStarz Casino website:
If you fear you may be showing signs of problem gambling and want to take measures to ensure the issue does not escalate, then you can opt to self-exclude yourself from our casino. In order to activate this, or to find out more information on self-exclusion, please contact our support team at support@bitstarz.com.
Moreover, we recommend you reach out to a qualified specialist to help you with your addiction. Please check the database of gambling addiction help centers here.
As I mentioned before, since you have not informed the casino of your problem, you are not eligible for any refunds. Therefore, this complaint will now be rejected. Thank you for your understanding.
