The player from Switzerland has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Therefore, the winnings were confiscated. We’ve rejected this complaint as per the player’s explicit request.
BitStarz Casino - Player’s bonus winnings have been voided.
Amount: €3,250
BitStarz Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I activated the 2nd welcome bonus and bought myself bonuses in the MoneyTrain 2 game without thinking, and thus exceeded the maximum limit of 5 euros per spin with an active bonus. I haven't read the terms and conditions beforehand, which is of course wrong. However, I wanted to ask with the complaint whether there is any way to get my payout or part of it.
In addition, the casino threw me in front of having used another account before to sneak the welcome bonus again (total nonsense)
Can someone help me or should I let it go?
Kind regards
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3 years ago
Dear Gaendi,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.bitstarz.com/bonus-terms-and-conditions:
„Until the play through requirements have been met, the maximum bet that can be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 50 NOK, 0.01 BCH, 0.01 ETH, 1,000 Dogecoin, 0.1 LTC, 20 PLN or 300 RUB. When it comes to Bitcoin players the maximum bet is 1 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 you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. However, could you please advise how much was the value of purchased Free Spins inside the bonus feature? Ideally, please forward your game history to petronela.k@casino.guru.
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Dear Petronela
In retrospect, of course, I'm more cautious 🙂 but thanks for the tip.
I have redeemed the 50% bonus: Deposit 100 euros in bonus money 50 euros. I'm actually pretty sure that I never got under 50 euros in credit (that means as much as I never touched or played with the bonus money) I played without a bonus purchase right from the start and started with a credit of around 300 euros, bonuses worth from 100 euros to buy.
I would have to reactivate my player account on Bitstarz in order to send you the history, because I have to give customer service to close the account.
With kind regards
Gaendi
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3 years ago
Do I understand correctly that you’ve deactivated your account? Could you advise how many spins were included in bonus feature?
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3 years ago
Translation
Yes correct, I deactivated my account. It is different, it can vary from 3-25 or more spins.
Should I ask Customer Service to reopen my account and look more closely?
Automatic translation:
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3 years ago
Thank you very much, Gaendi, for your reply. Please understand that a chance that we will be able to help you with this case is close to none. Since you have admittedly exceeded the maximum bet rule I wanted to check if it happened by accident once or if you played several games with higher stakes. Thus, if you feel that it happened accidentally it’s worth of trying and have your account reactivated, however, if this rule has been breached multiple times while wagering the bonus, I can’t recommend any proceeding.
Thank you for your understanding and please let me what will be your decision.
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3 years ago
Dear Gaendi,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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