BitStarz Casino - Player's deposit method has been restricted.

I have held an account for many years with this casino using visa credit card to make deposits. All of a sudden a few months ago without any reason or explanation they stopped me from being able to make furtger deposits on my credit card and left only a bitcoin deposit option and after many attemps to query this they refuse to give me an explanation which is discrimiatory because the casino advertises that they offer visa credit card options. Ive attached a conversation with them where they answer me and say

" Hi Tracy,

Unfortunately you are only able to deposit using cryptocurrency due to a management decision, that's all the information we can provide regarding this I'm afraid."

Im seeking a reason or explanation what i did wrong. Never had an issue with verification, made no hassle deposits and withdrawals in the past so after always doing everything right, they wont explain why they wont allow me to deposit with visa card.

Hello tracyeddy1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitStarz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Is there any issue with the crypto withdrawal? When was the last time you spoke to the casino and what was it about?

Please note that the casino may change the available payment methods anytime and the players have to use those ones.

Looking forward to your answer.

Regards,

Nick

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Hi Nick,

Thank you for your reply.

I have been an active member with bitstarz for about 5 years without an issue. I am also VIP status with them too for about 4 years now.

I have only ever used my visa card for deposits and they will always pay withdrawals direct to my bank account connected to my visa card and without any issue ever.

I have been fully verified for 5 years with them and never had any negative interactions.

When my visa card was working about 6 months ago i actually put my account on a one week hold to take a mini break/rest and that all went fine. However when my hold came off a week later, there was no option to deposit via credit card.

I have since then tried on a number of occasions in the last few months to reach out to them via their support chat to enquire why all of a sudden the option to deposit via my visa card was now missing and the support chat would reply "management decision and thats all we can tell you but feel free to use bitcoin if you want to play". This was strange to me.

i dont use bitcoin and would not know how to and prefer to use my visa card which was working fine for me for years.

Then on 11 April the VIP Bitstarz team emailed me enquiring why i had not been making deposits which said as follows:

" Hi,

We haven’t seen you for a while, so thought we’d check in to see how things are going.

Looking at your activity over the past 6 months, you haven't been active or made any deposits. Sometimes this happens, so until now we have retained your VIP status and perks. However, we are unable to keep you on a VIP deal with this level of inactivity, so unfortunately if we do not see an increase in deposits and activity soon, we will be forced to re-evaluate your VIP status. 

We check each and every account individually and are willing to compromise according to special situations. Please note that any funds deposited at a casino should be from your disposable income, and should you need help setting limits on your account feel free to contact us straight away.

As a reminder, your VIP perks include:

- 10% cashback on deposits and losses, paid out weekly on Fridays

- No limits on cashouts or bets - play however you like and withdraw as much as you like

- Extra VIP 50% reload bonus every week on Thursdays

- Additional bonuses on request

- Exclusive access to new games

If you have any questions feel free to reply to this email.

Best regards,

Bitstarz VIP Team"

I replied explaining my option to deposit via my visa debit card was no longer available and all methods had been taken away leaving only bitcoin and asked if they could please take a look to enable via card deposit. They replied again with vagueness as follows.-

" Hi Tracy,

Unfortunately you are only able to deposit using cryptocurrency due to a management decision, that's all the information we can provide regarding this I'm afraid.

If you need any help doing so please let us know.

Best regards,

Sid"

when i advised it was unfair and i did nothing wrong he further replied..

" Hi Tracy,

I am sorry to hear that. Using cryptocurrency will guarantee you much faster cashouts, usually within an hour, rather than waiting up to 10 working days for banks. We can help if you'd like to use it."

This is an unfair reply. Their welcome page adverises to new users they have option to deposit by VISA card still so why dont i?

I dont want to use cryptocurrency and i want to deposit with my visa card as i have been doing for years. They will not explain why its a management decision nor what i did wrong. I feel discriminated against and singled out especially as a longstanding loyal VIP player. I dont understand what i did wrong or why they wont allow me to deposit with visa card.

In addition, i would like to note that my mum is also a bitstarz account holder for years aswell and ive looked at her account and she can still make deposits via her visa debit card even as current as today and has been doing so. her most recent deposit with visa card was yesterday.

My husband also is a bitstarz account holder and he has the option aswell to deposit via visa debit card.

Its only mine that they removed it from leaving bitcoin deposit option only.

Please let me know if i can answer any more questions to assist. I have screenshots too of their welcome page and then of my page with all deposit options removed. i just want to know why.

Hello tracyeddy1,

As I've stated in my previous post, the casino may change the payment method availability at any time and the player either accepts it or not and leave the casino. There is unfortunately nobody who could force them to change this.

I would recommend to either deposit and withdraw through crypto or look for a different online casino to play in.

Is there anything else we could assist you with?

No thats all and thank you for your time.

Regards Tracy

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.