Home Complaints BitStarz Casino - Player’s bonus winnings have been reduced.

BitStarz Casino - Player’s bonus winnings have been reduced.

Amount: $11,000

BitStarz Casino
Perfect reputation
Submitted: 15 Jun 2022 | Case closed : 24 Jun 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 months ago

The player from the United States had her bonus winnings capped.

Public
3 months ago

I won .4 BTC at Bitstarz.com after already completing there play through of their no deposit bonus which is based off of how much you have deposited through the week anyway. But they took my .40 BTC win from me,even though that said it was free and clear of any bonus or promotions when I went to cash it out. They decided not to honor it and used the excuse that it was won with loyalty bonus money when that is not true. I deposit there regularly and I still had money in my account when they gave me the bonus. And there own rules state they use real money first. And when I had actually won the .4 BTC I was well passed there play through and it said the bonus was 100 percent completed butnow they are saying because I won such a substantial amount that apparently there bonus applies for every bit of money I win from here on out. They gave me a little more than there normal max out standards and that i should be appreciated already. That doesn't even compare to the 11000. Here are the screen shots.

Public
3 months ago

Dear Rlt623,

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 (here):


"BONUS TERMS AND CONDITIONS

NO DEPOSIT BONUSES TERMS AND CONDITIONS

1a.

The maximum winnings that will be paid out resulting from a bonus or free spins that you've gotten from us for free, without any deposit being required (eg. the 20 free spins upon registration, Weekly Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus (exception VIP players who have specifically been set on a VIP Cashback Deal as part of their Friday Loyalty Bonus)) will be 100 EUR/USD/CAD/AUD/NZD/USDT, 200 BRL, 1,000 NOK, 0.838 BCH, 2.095 LTC, 0.086 ETH, 1,700 DOGE, 10,000 JPY, 400 PLN, or 6,000 RUB. In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 4.58 mBTC. Any winnings exceeding this amount will be forfeited."


Since you have received the Friday Loyalty bonus, I'm afraid the maximum cashout will be $100 or 4.58 mBTC.

file


I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise how much was your active balance when you received the abovementioned bonus?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Public
3 months ago

I honestly do not remember what my balance was whenever I received the Friday Loyalty Bonus. I want to say it was at 0.04000 mBTC but I'm not sure. Here is my point I had played the playthrough on this bonus already and had time to have fully played through the amount that was received through the loyalty bonus. When I was cashing out it said there were no bonus or anything holding my winnings and that it was 100 percent free and clear and belonged to me....Thats like saying no matter what your were going to cap my winnings with no end. I deposit there constantly as you can see from screenshots and when they paid me out they decided to give me 10.0 mBTC and not 4.58 as usual because they made an exception and I should be happy with what I got.......thats funny I feel like I was given extra because they know I am right and that I should be able to receive my full winnings and they thought if they gave me a little extra that I would be okay with that. This isn't right I won that money after the loyalty bonus had been completely played off and I should receive my winnings

Edited
Public
3 months ago

Thank you very much, Rlt623, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Public
3 months ago

Hello Rlt623.

I am sorry to hear about your troubles.

In this situation, I need access to your game log to check what exactly happened.

I would like to invite the casino representative into the case.

Could you please send me the Rlt623's game log? (matej@casino.guru)

Public
3 months ago

Hi guys,


I think there's a misunderstanding from the player's end here to be honest.


The argument seems to be that just because the wagering requirement is met, the funds are hers and the full amount should be paid.


But as CG already mentioned, this bonus (which is mentioned by name in the terms and conditions) is a free bonus which is capped to a max cash out amount. This applies when the bonus has been wagered in full and turned into cash.


We also explained this to the player multiple times (this occurred back in May if I'm not mistaken).


Olle


Public
3 months ago

Hello Olle.

Thanks for the info. Do you have a game log or some evidence about the case?

Please send it to matej@casino.guru

Edited by a Casino Guru admin
Public
3 months ago

Hi Matej,


This case can be dismissed simply by looking at the original statement of the player.


Player said she won from a no deposit bonus and was capped to the max cash out rule as per our terms and conditions. Which is exactly in line with our terms and conditions that you posted.


How does a game log play any part in this?


Olle


Public
3 months ago

Hello Olle.


I want to check if the player had some real balance before she took an NDB and at which moment she won.

I understand that it is an obvious case for you, but we just want to be sure, that's all. 

Public
3 months ago

Fair enough. Will send it over.

Public
3 months ago

Dear Rlt623.

After checking the required information from the casino I must confirm that when you received a Friday Loyalty Bonus, you had no balance in your account. 

As Petronela mentioned, this rule applies:


"BONUS TERMS AND CONDITIONS

NO DEPOSIT BONUSES TERMS AND CONDITIONS

1a.

The maximum winnings that will be paid out resulting from a bonus or free spins that you've gotten from us for free, without any deposit being required (eg. the 20 free spins upon registration, Weekly Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus (exception VIP players who have specifically been set on a VIP Cashback Deal as part of their Friday Loyalty Bonus)) will be 100 EUR/USD/CAD/AUD/NZD/USDT, 200 BRL, 1,000 NOK, 0.838 BCH, 2.095 LTC, 0.086 ETH, 1,700 DOGE, 10,000 JPY, 400 PLN, or 6,000 RUB. In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 4.58 mBTC. Any winnings exceeding this amount will be forfeited."


This rule here is a common rule in every casino. Imagine it as a free cheese sample in the supermarket. You can take a small portion of the cheese to taste it, but you can't take a full product for free.


You managed to win from Friday Loyalty Bonus and complete the wagering. At this point, you could withdrew the bonus money. The casino would transfer 4.58 mBTC to your real balance, and you could play with them as you want without any limitation. However, you decided to keep the bonus money (probably because it was more than 4.58 mBTC) and later hit even greater winnings. Still, however, rule 1a applies.


Until you make a withdrawal, still it is bonus money, and rule 1a applies. It doesn't matter that you already wager them.

Public
3 months ago

I did have a remaining balance but if its to low they take your money and put you at zero which doesn't seem right for them to be able to just take money from you. And I guess I should have read the terms and conditions before hand about the bonus because when I went to go cash out and its telling me that none of my winnings are being held because of a bonus and thats its all 100 percent okay to be withdrawn I assume that it is okay for me to cash out and receive my winnings. ..I also thought that since I had done the play through requirements and spent that money back in several times and had deposited multiple times that I had completed the bonus. Its not like I'm someone who is trying to get something for free and nerve deposit I use this site a lot and have played a lot of money through here. I appreciate you looking into it and I guess lesson learned.

Public
3 months ago

Dear Rlt623.

Unfortunately, we must reject your complaint. Next time withdraw any winnings from a bonus right after you finish the wagering.

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