BitStarz Casino - Player's account has been blocked.

Hello, I deposited 0.95 litecoin on Bitstarz on August 2nd, I got a double bonus and made a 40x wager as required, at the end I had 12 litecoin, I requested a withdrawal and was asked to verify the account, I sent the documents to do so After a day I contact support and they block my account, what do I do? Being Cuban I can't take legal action but it's not fair that they don't give me back even if it's my deposit Regards

Dear rossonerofeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you made any successful withdrawals before? Could you please advise if you have passed verification before the casino blocked your account?

Have you tried to contact the casino regarding this situation?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, thanks for answering, I had never withdrawn or deposited before, I sent my ID and it was accepted, the other tests for the kyc were being reviewed, a few minutes ago I contacted support and Olivia attended me, with a very different treatment from the previous ones supports told me that they were going to return the 0.95 litecoin that I deposited only and allowed me to enter my account until the withdrawal was made, I already requested the withdrawal, it is still pending

Cheers

Thank you very much for your reply, rossonerofeli. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Bitstarz refunded me the 0.95 LTC I deposited and then they closed my account, I sent the relevant information to Kristina for her team to decide Regards

I see that your winnings have been confiscated because you breached the maximum allowed bet. I checked the Bonus T&Cs and I found this:

"12. Until the play through requirements have been met, the maximum bet that is allowed to be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 10 BRL, 50 NOK, 0.01 BCH, 0.0020 ETH, 30 Dogecoin, 0.05 LTC, 20 PLN, 500 JPY or 300 RUB. When it comes to Bitcoin players the maximum bet is 0.15 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."

If this rule has been violated, I am afraid that there is not much more we could do here. Could you please advise if you placed bets higher than allowed while having an active bonus?

Yes, I made bigger bets without knowing it, that bonus is a steal: making a 40x wager without high roller power is very difficult. They obtained all my personal data, and then look for something that would prevent me from withdrawing, and if I did not get to ask support to return my deposit, they would not have given it to me, I do not recommend this casino, Thanks for your help, close the complaint

I am afraid that in this case, we are not able to help further. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. 

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Thank you so much for everything!! They can close the complaint

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.