BitStarz Casino - Player’s bonus privilege has been withdrawn.

After years as a 'VIP' player, with around 100K gamed with them, their super disrespectful VIP manager, Olle, will not credit the VIP bonuses promised me, will not honor their agreement, and refuses to answer or even investigate.

It amounts now to serious monies- and this individual doesn't care unless you have deposited 5K+ that sam week, he won't even respond.

His attitude, his very words; 'well there are plenty of other casinos' - happy to forward emails of this guys off the shelf behavior and massive disrespect of a player who in the last six months alone, has deposited, and lost, over 40K..

Dear Jarrod,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi Petronela, thanks for your quick view and reply, yet you do not yet have the picture- let me clarify;

1) I have been a VIP with them since I was approached to be so, around 5years ago, based on my gaming spend, which varies greatly thorough the year, based on the particular annuities I have maturing in certain quarters. My annual spend however has not changed much the last 8 years or so, and is circa 100-140K USD annually- and I VERY rarely withdraw anything, and when I do, it's played back within a week or less. At the time I was approached by Olle, the early days of the site, I'd game something like 35-50K (US) in a few weeks.months.

2) I was offered then, a 10% cashback, I accepted. I asked for it on the weeks gaming I was in the middle of, he said- no it's for after this conversation, nothing for the past, and it soured me somewhat.

3) I had some poor customer service interactions with 'Olle' after this, and took the majority of my gaming elsewhere- mostly to Jackpotcity- where I am also a VIP- but here, treated like one- with quality service, and genuine assistance and perks.

4) I begun gaming at Bitstarz again in 2017/18, much smaller at the time, as I was between annuities.

5) There was a technical problem with Bitstarz, that saw their regular main promotion (the one with the steps/levels and rewards, not credit correctly, it credited the level below. I bought this to the attention of the online chat, who tried to bamboozle/trick me that it was correct, until I presented evidence that it was a mistake. I was rightly angered by this.

6) I complained to Olle, who really didn't care, tried the same BS as online chat at first, then upon presentation of the evidence, shit down communication. And I complained to Nick, Head of Casino, about the situation, and Olle's worse than pathetic service and attitude. Being a good boss, and with my spend at the time only 2-500US weekly, Nick knew where his loyalties lay, and told me a whole different story- that because I got the agreed cashback, I didn't get the all the other bonuses available to all. And when I say all, their T&C's specifically said/say, the level-adventure promo was/is 'For Every Player'. Nick then presented me with an option. I could have the 10% cashback, and no other bonuses- at all- they would strip me of all promos available to other players, or I could have all the miscellaneous promos, and instead of a Friday cahsback, a Friday bonus, of 10% of all losses (with a low minimum- 100US, below which I'd get circa 20-50 free spins) across all currencieswith a 10x playthrough, . At the time as they were withholding a number of bonuses I was due as a type of hostage, and I was gaming there only small bucks, I took the dud deal of promos and Friday bonus. So shafting number 1.

7) Post this I received exactly as agreed, and pulled gaming from them over time for other new casinos, and my regular go to, Jackpotcity.

8 ) Around May this year, I decided to spend the majority of my gaming from my large mid-year annuity, at Bitstarz- I'd not gamed there virtually at all in the years between my shafting, and this time. The email account, on one of my private servers, was no longer active, and as Bitstarz cannot change a players email once and account is opened, and that I would be playing with BTC- and BTC withdrawals required a wallet confirmation link clicked via email, I made inquiries of chat support- and was told to open a new account, and to pass on the email of the new to support, and my VIP rewards etc would be ported to the new account. . I inquired at the time if I needed to re-verify, and I was told categorically that Yes; I needed to for fiat deposits and withdrawals, but not crypto. As I am a digital nomad. this was suitable to my situation- with verification based on account/location being impossible to satisfy otherwise for a new account.

9) When my annuity cleared, I gamed around 40K, mostly in BTC, with some early fiat deposits amounting to only a few K, via debit card. They did not credit the Friday bonus correctly on the new account, not as agreed, the bonus had a 35x playthrouhg- a ridicuus level that made it a pointless bonus- near totally worthless play money. As I had my mid-year annuity. I did not bother to complain, just kep depositing without withdrawal, kept feeding their business. Then came a win- not huge, but around 6K, in BTC, and I 'requested' a withdrawal. They did not process it. They asked for full KYC. I explained that a) this was a BTC withdrawal, and I'd been assured such would not be necessary , and b) they had full KYC from my other (ozzyjad) account, and that, besides the supposed 'VIP' status, must surely suffice. Further, that c) As I was in Mexico, at the time in Airbnbs, I couldn't satisfy an overly aggressive KYC demand. They refused to allow me my winnings. In desperation, I cc'd Nick- not Olle as he was abusive at the time of Shafting 1, and I highly critical of him. CONTINUED 1/2

10) Nick didn't reply, didn't weigh in. Instead I have an increasing heated ongoing argument/justification for release with the unhelpful and unyielding KYC staff. Likely under direct instruction. I should here mention, that he told the chat/put a note on my account (something confirmed by two chat staff) that I should never be given any bonus, any correction of bonuses not credited, and be refered to Olle, a woeful 'manager' and one which I have no workable relationship with.

11) They would not help, would not release my winnings. So in desperation, I asked my wife to write something to them- something compelling enough to get them to release my BTC. I told her I didn't want to know the specifics of the fiction she should concoct, but that it had to get them to play ball- to be fair- I told her to appear desperate (heck, she's mother of four- she's always desperate!). And one night as I slept, she did so. To Nick and KYC. It worked. They accepted my docs, without the residence/location requirement, and released my coin. I gamblied it back, plus around another 5-7K on top, over the month or so following that.

12) Not ever, in all this time, did I ask anything by way of free spins, of bonuses, of cashback for my tens of thousands in losses. Not once.

13) Between annuities now, my weekly spend dropping to less than 1K, and bonuses becoming desired, I faced a technical issue. The Wednesday free spins, which I had maxed to 200 owed in BTC, were reset to 20 when I deposited in USD (from a card generated from my Astropay wallet I believe). Live help was contacted, and they provided the remainder of the spins I was owed, in a generic Platypus game, not the Pragmatic (higher volitility ans chance of return with the Pragmatic). This then caused another technical fault in their system. It was credited as a type of bonus, that negated all others. So I did not get the aprox 100 2nd chance spins my deposits/losses would always have received, and it wiped my Friday bonus. Live chat didn't have power to correct, so I was told to contact 'my manager', the helpful as a tumor, Olle. Ireluctantly did so, and I did so cautiously, with a note of humor,and respect.

14) I asked for something above the Friday bonus I was robbed of, and he said sure- crediting me 100Euro and 20 inUSD- rounding up my losses from 900E and 170USD. Fir my recent gaming spend (huh? that's it - from over 45K in a few months..?!) I asked also for the 2nd chance spins, he said nope, there is no guarantee you can ever get them, they're a gift... sorry not sorry. so the fkery began again. I took it on the chin.

15) As bonuses were becoming a part of my weekly gaming again as between annuities, I asked that the Friday bonus, that was supposed to be set at 10x playthrough, as per agreement with Nick in Shafting 1, be fixed ongoing. And another problem was, I was not getting said bonus but in one currency- when I deposit in many, something alwasy catered for in my old account- as previously mentioned- I'd get multiple 10x playthrough bonuses, and/or spins, for all currencies gamed that week. He said sure thing, I'll look in to it.

16) No reply on it. I chased him up, Yeah can't find the original deal, sorry not sorry, hang tight. Weeks past, I was being robbed of what was promised every week. Amounting now to 100s-1000s in lost bonuses, and the potential to actually withdraw that a 10x offers in contrast to a pointless 35x .

17) After a few weeks of heavier losses- in the 1000's, and still the bonuses not fixed, still being ripped off of my agreed Shafting deal, I asked him to correct it- and further, give me something- some bonus, for my recent losses- and more importantly- to replace that which his inaction, his not correcting my Friday Shafting bonus, had cost. No pal, sorry not sorry, we have your money, we don't give a hoot anymore, you can go somewhere else. I asked then just for it to be corrected, nicely. And then no response. No acknowledgemnt of my losses, my gaming spend, VIP status, and the very real robbery of my promised and agreed bonus funds. Nothing. A big FU Jack, We just don't are. Go somewhere else then.

18 ) You don't know me, and neither Bitstarz nor you guys know more than what you can Google. I do have other means of recourse. More 'permanent', and far more damaging to their site, their business and revenue, than simply loosing me as a customer. I will not elaborate further. I am doing this now as a means to stop that eventuallity, to correct my shafting #2 before it turns into something wholly different my, and then their, end. I don't desire war, don;t get off on damaging anything or anyone. I just want what I am owed, or in this event, something above that would be the only fair resolution. I have suggestions, I personally think they regard me so lowly that they fear no repercussions, and most all you guys, being affiliates earning well, will do nothing, and this will inevitably escalate to my strategy of recourse.

Thank you, Jarrod, for your reply. Do I understand correctly that the following bonus offer was the one that you accepted: 10% cashback, and no other bonuses? When was this deal offered and have you received any of the funds?

That's not correct.

1) My original deal was 10% cashback, and I got all the available promotions. For over a year. Then they had a technical issue that saw me not get a promotion I was due/it credited incorrectly, I complained, a staff member vehemently defended that I was credited correctly- I proved him wrong, it was a level/step beneth what it should be. Rather than apologize, they took the crap service option, and said 'You shouldn't be getting any other promotions anyway' - a total lie, other VIP's do- I did. It was Nicks defense when I proved a staff member wrong. So pathetic.

2) I was then given a choice, 10% cashback and no other promotions- even the ones according to site/T&C's were 'available to every player' , or the regular promos and 10% with a 10x playthrough. At the time I was gaming little, and the were holding hostage over 200 free spins. So I chose the later. Promos and 10% bonus back

3) Please read my original message back- it is all there.

I have read the entire message again thoroughly and would like to ask you if your second account has been verified successfully after the initial difficulties?

Furthermore, we could contact the casino and ask for their standpoint but please, keep in mind that casinos are not obliged to grant bonuses to players and this privilege can be taken away at any time. Despite this fact, would you like to proceed?

Dear Jarrod,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

To be entirely clear, they made and individual deal with me, and to that, they are obliged to adhere. As in the same way they are obliged to adhere to their T&C's, and to pay players when they withdraw.

This is endemic withing this 'prefect' rated casino, and with mist sites that may offer resolution , or at least unbiased commentary (such as yours) thy're all affiliates making decent coin, and don't want to rock the boat.

They again tried to withhold winnings- on my fully verified account, this latest this week, it wasn't until I CC'd Astropay in my correspondence that they allowed me to withdraw my monies.

They are quite simply; bullies.

This was email #19 in a chain, where I explained the same thing over and over, and they would not release my BTC, I am happy to forward the rest,they are clear evidence of trying to change the goalposts when Insatisfied their original ask, then provided a valid explanation for my Astropay card deposits- and they would not listen, again, it was not until I really got mad, and involved Astropay themselves, that they released my BTC.

Email#19;

ASTROPAY PLEASE TAKE NOTE ** --IMPENDING LEGAL ACTION--

YOU ARE BEING USED TO HOLD A CUSTOMERS MONIES BY AND UNSCRUPULOUS WEBSITE. IMPENDING LEGAL ACTION- YOU NEED TO REVIEW THIS MERCHANT AND THEIR AGREEMENT BEFORE YOU ARE FURTHER EMBROILED BY THEM. (**)

Bitstarz, Nick-

You are clearly trying a tactic, worse, you are trying to bully me and inflict mental harm, all of which I shall be seeking restitution for, at a time of my choosing, by means of my devise.

Here, and now, this last chicanery, you are trying to change the goalposts, changing what was asked for, and it is irrelevant, for; **NOT ONE OF THOSE WERE FROM AN 'ASTROPAY ACCOUNT' - FOR THE FIFTH TIME STATED- DO YOU UNDERSTAND? ASTROPAY CAN CONFIRM. SImple- done- release my BTC you are holding. Obviously If they were from an 'Astropay account', I would have what you say I imagine, and I'd have screenshot- and be done with you. They were purchased from dundle.com, and all one receives is a disposable card- all that 1829USD in disposable card codes, this is why I got a fair number of free cards, their Dundle World rewards program- as already evidenced. Such as the 50BRL one which is the one apparently being questioned- and already provided (though again, not necessary nor relevant to my recent deposits in BTC, and this withdrawal you are holding) .

1) The funds used to win (I actually lost overall) but these funds were in BTC not fiat, **AND HAD NOTHING TO DO WITH ASTROPAY- YOU BOUGHT THEM IN TO DISREPUTE, TRYING TO USE THEIR QUALITY SERVICE AS A MEANS TO WITHHOLD A CUSTOMERS MONIES, ON A FULLY VERIFIED ACCOUNT- I did not use an Astropay account to deposit, THESE FUNDS- MY BITCOIN- HAVE NOTHING TO DO WITH THAT COMPANY.

Those past transactions with Astropay cards, that had nothing to do with the BTC I deposited to win this, are a) rom the past, and b) ARE ALL disposable cards purchased from dundle.com (**ASTROPAY- YOU CAN VERIFY FOR THESE BULLIES, YOU HAVE THE TRANSACTIONS, KNOW WHERE AND WHEN I PURCHASED- AND THIS UNNECESSARY DEMAND BY BITSTARZ VIOLATES YOUR VENDOR AND MERCHANT AGREEMENT(S);

1/2

Email #18 2/2

And about your ethics, tactics and bullying, clear evidence of changing the goalposts, the requirements, between emails, AFTER I PROVIDED WHAT WAS ASKED- (EVEN THOUGH IRRELEVANT TO THE DEPOSIT USED, HENCE WITHDRAWAL SOUGHT)

I explained previously- its in the thread- your staff;

"Hi there,

Thank you for contact ing support.

It seems there was an Astropay deposit method that was used on your account on the 26 of October.

Before we can process your withdrawal, we would need to verify that method.

If you have any further questions we will be happy to assist.

Thank you for choosing Bit★Starz!

Best regards,

Norman

Support Hero"

SO, I DID. I sent you the screenshot of the card used. A 50BRL freebie through the Dundle World rewards program. You again asked for proof of transaction- with this latest " So if you could please provide us with the below, we will review it as soon as possible:

- proof of payment method (screenshot from Astropay profile with postal address and your name visible)

- proof of transaction (screenshot from Astropay with the visible transaction to Bitstarz) AS THESE PAST DEPOSITS DID NOT USE AN ASTROPAY ACCOUNT- AS THEY CAN CONFIRM ON DEMAND- THIS DOES NOT EVEN EXIST ** DO YOU EXPECT A CUSTOMER TO SCREENSHOT AS THEY TRANSACT, EVERY TIME THEY USE A DISPOSABLE ASTROPAY CARD CODE PURCHASED FROM ONE OF THEIR VENDORS- TO SHOW YOU SAID SCREENSHOT IN THE BIZARRE EVENT YOU ASK TO SEE WHAT IS CLEAR IN YOUR BACKEND? No account, disposable cards, simple as can be. Release my BTC.

2) This is not a fiat deposit/withdrawal, as you know, and **ASTROPAY has nothing to do with this transaction,** AND YOU SHOULD NOT BE BRINGING LEGAL ACTION TO ASTROPAYS DOOR with this disputable behavior. Before someone noticed my name and said 'let's make things hard/difficult' - as Nick- your boss, has a complex, and has done this and other chicanery to me on occasion AND TO A VIP PLAYER WHO HAS LOST CIRCA 100K AT YOUR CASINO NO LESS. Deplorable, and you, his staff enacting this on his behest- are you proud of yourself and your actions? Do you look up to this guy, or see these actions for what they are? A few hours before, a BTC withdrawal from a BTC deposit- Not a problem, Then my name was noted, and now we're heading to all sorts of issues.--- And even this is irrelevant, because.

3)FOR THE FINAL TIME- Not one of those deposits was from an 'Astropay account' - hence what you ask for does not exist. SIMPLE. Why would you think such- insist on such? Every one was a disposable card purchased from dundle.com

**I have CC'd Astropay here, I was recently discussing with their staff about using their facility on a number of my sites, I will be chasing up with my contact in their sales staff after this, for I believe you are violating your service agreement with them. ** YOU ARE ATTEMPTING TO HOSTAGE A CUSTOMERS FUNDS AND USING ASTROPAY AS THE EXCUSE. **

AGAIN; All you receive as a customer in dundle is a code- as provided already, and as previously stated, and ratified by your staff, you do not want, nor insist, on a player supplying them before withdrawing in a completely different currency and from a different deposit means, at a later unrelated date.** OR DO YOU?

(** ASTROPAY)) Perhaps inform Astropay of such- for **I AM SURE THIS VIOLATES THEIR MERCHANT TERMS OF SERVICE AND YOUR CONDITIONS/AGREEMENT WITH THEM.

.

SO, in conclusion- you must finally understand. What you are asking for DOES NOT EXIST EXCEPT IN YOUR BACKEND, AND IN MY ACCOUNT UNDER 'TRANSACTIONS'. These were deposits made with disposable card codes, sold through dundle.com.

- not from an Astropay account, or in any way using an Astropay account.

OK, everybody understands now, and Astropay can confirm also- irrelevant though it may be.

So two options

1) Release my funds that you are holding hostage, and **LEAVE ASTROPAY OUT OF ANYTHING THAT FOLLOWS.

2) Keep looking for means to bully me, I have provided everything you require, my account is verified- and I made the same type of withdrawal without drama only a few hours before. And in so doing you will bring **ASTROPAY'S GOOD NAME IN TO DISREPUTE, and that company into the dramas and disreputable actions you are perpetrating now- and things will escalate on all fronts.

Without hubris, I assure you, I am not without means. If you think bullying a customer, me in this instance, will bring you more benefit that it will cost, you're being exceedingly shortsighted.

I suggest you release my BTC within the hour to minimize ongoing costs to all parties.

I have satisfied all your demands, the last thing you are reverting to does not exist as there was never an Astropay account involved at all. Simple, clear. Stop with the nonsense and disreputable actions. Release my BTC - my funds- not yours, and I won't be back to allow you the opportunity to play nasty little games again.

JKF*****

Now, if you choose not to proceed, I can only view this as collusion of an affiliate.

Be bold. Have integrity.

If an online casino bullies even one player, if they change the agreed upon deal with said player- one who has deposited over 100K, and withdrawn less than 15K, then they must be held to account.

Shady practice is shady practice, regardless of the veneer of affiliate earnings.

I have been robbed by them. I should have recieved far more in bonuses, and with a playthrough that I could withdraw with- 10x- that was the deal I struck with Nick. As an example, last week I had 1.6M BTC credited- still with the insane 35x. I played it through 25-30x and had around 20.5mBTC at the 10x mark- I would have withdrawn that. This is one example where their changing of the agreed upon deal has robbed me- considerably.

Do I understand correctly that the last payment has been processed successfully and a bonus of 1.6M BTC has been credited to your account?

"They again tried to withhold winnings- on my fully verified account, this latest this week, it wasn't until I CC'd Astropay in my correspondence that they allowed me to withdraw my monies."

No, the bonus was meant to be 10x rollover, not 35x. I won 20.5mBtc and should have been able to withdraw, I was not able because they refuse to even answer my emails- refuse to correct the incorrect settings on this account, so instead of a 10x rollover, it is still set at 35x, and the supposed 'VIP Account Manager'- Olle, has not answered my request, made months ago, to correct it. When originally asked he said he would do it, but he didn't. I asked again, said he would do it. He still didnt. Asked again and again- he just stopped answering my emails, and this has equaled thousands in lost winnings for me now.

The 1.6mBtc that I turned in to 20.5, and was unable to withdraw- is one example of many. Many times I won from my VIP bonus, but could not withdraw, as the incorrect rollover was set to 35x, not the 10x as agreed to by me and Nick. This is the issue. I would be happy even with the last one- the last bonus equating to 20.5m BTC that I was robbed of with the incorrect rollover that Olle said he would amend/fix, but never did- if even that one was returned to me I would happily leave this issue, leave this casino forever..

So it remains, do you help- or do nothing?

And do you see the thread above- surely you cannot believe that this level of deception and chicanery is acceptable? Asking for irrelevant documentation- documentation that does not even exist.. this is totally inappropriate, and if it was not for CC'ing on my email Astropay themselves, Bitstarz would never have released my BTC.

Do you find their actions acceptable? Normal? ..

Could you please advise how much is your active balance now?

0, or near 0, in all currencies and coin- I cannot deposit again after this treatment. To think a 'VIP Player' with well over 100K USD in deposits is treated like a piece of dirt.. despicable- there is far more I can add, many examples of poor treatment, but it is irrelevant. If I had even one of the winnings, such as the last of circa 20.5mBTC returned, I would be satisfied. You are the first site I have complained to about this. IF there is no resolution I have many plans; including making claim, and demanding their banning, in several jurisdictions. I have many contacts as does most from influential families, I can seek recompense and restitution through means not available to all. I just want a fair payout for their ongoing theft and be done with them.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

No I did not play my winnings. The playthough was incorrect and did not award me when it should have.

Clearly you are not interested because you are an affiliate earning from your links to them.

Do not think this goes unnoticed.

Could you please forward your game history in Excel format? My email address is petronela.k@casino.guru. Thank you very much in advance.

Dear Jarrod,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.