BitStarz Casino - Player's winnings confiscated due to alleged violation of betting limit.

I started playing with BitStarz deposits ago, because nice review I read on casino gurus. Additionally, the trust pilot review seemed reputable, so I made my first deposit and lost horribly 100% fine, I was not playing with full concentration, and it was understandable. Second deposit went a little different. I was granted a 50% deposit bonus for a second time deposit with a 40 X plate through requirement.. I deposited it on january 26, 2024. by the 27th I leveraged this .5 light coin deposit into over four coins valued at $330. Throughout the process I kept close on the requirements. At one point around halfway through it stopped progressing and I reached out to Customer Care who informed me that table games and BitStarz original games only contributed 5% the normal size to the play through so I adjusted and went to games that actually met the play through requirements, finally I met the light coin requirements in my reward screen, and once it kicked full, it disappeared as expected and deposits were unlocked . I was around $320 worth of bitcoin for my account and waited. Casino gurus that the withdrawals were almost instantaneous and honestly, I rarely win, so I was pretty excited.

May instead of deposited into my account I received an email from the cashier. I had already verified my account, so there wasn’t much they could say about that, however, rather than pay my winnings, they inform me that I had violated the terms and conditions by going over allocated Bet sizes for slot machines. I learned that in their fine print they buried a clause stating that if you bet over .06 Litecoin per spin, they did not apply to the requirements and therefore I in reality hadn’t met them. The problem is a lot of their games go over this wager size by default as their minimum and give no indication that the winnings are not going to fulfill the play through. Additionally, if what they are saying is true, the play would have been on my account still, it wasn’t, I did go high on some of my wagers, and I noticed that they did not progress my play through, so I dropped . Only after the requirement was in full and had disappeared from my account. Did I initiate it withdrawal.

this whole situation would’ve been bad enough. Had they simply put the money back in my account and told me to play a little more in order to cash out. Rather than doing this, they simply took all of my winnings never in my life have I had a casino stop me on my way out the door and literally take winnings out of my hand, they truly believe that they’re not doing anything nefarious here then at the very least, they made a mistake, they removed the requirement from my account prematurely, that’s not on me. But I didn’t make a mistake, I just took these guys to the Cleaners and they decided they didn’t want to pay.

I appealed this decision with customer care and was denied, I was also denied an appeal from the cashier. Additionally, I wrote some of the management, but I’m sure it won’t even be read. I’m hoping you guys could leverage some of your substantial power in the sector to help out a little guy who only stuck his knock out there because of the review on your site.

ps in their emails. They stated that they placed my original deposit bonus back into my account. They didn’t. I only withdrew part of my winnings. When they did this they reduced the remaining balance in my account down to my original deposit size they simply took even more money.

Dear rx86kzcwxz,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

3.11. 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, 25 BRL, 50 NOK, 0.05 BCH, 0.003 ETH, 75 Dogecoin, 0.06 LTC, 20 PLN, 500 JPY or 300 RUB. When it comes to Bitcoin players the maximum bet is 0.2 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.

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

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

honestly I don't hold it against them for having this loophole, there's probably some reason. But their system barred me from proceeding to processing a withdrawal until the play through requirements were met. They obviously have the infrastructure to if/than statements based on customers active rewards that would prevent it.

So the only 2 explanations I can think of, one sinister, one not.

1) They realize that by not doing it they can backtrack and refuse to payout winnings based upon winnings collected that violated this (probably most deposit winners) Essentially leaving their casino floor littered with financial mousetraps. After all, winners won't remember which games carried which bets by the time they fulfill withdrawal requirements. Furthermore, the wagering requirements on my play through requirement were completed, I have documentation of this. This means if they can do it to me, they can do it to you if you've ever had one.

2) It never negatively impacted the Casino, so it's not a priority- or maybe they just don't know.

I couldn't download the records on the BitStarz site, I'd have to manually hand enter every single encounter with each individual slot machine. I am sending over documents showing they had marked this as completed which kind of nullifies any argument that the requirement wasn't complete.

Hi rx86kzcwxz,

• If you believe that you placed just one bet over the allowed minimum while completing the bonus wagering, please request your game history from the casino directly and forward it to petronela.k@casino.guru.

Unfortunately, if you placed several bets that were over the maximum bet limit, I'm afraid we won't be able to assist you.

Thank you for your understanding.

Dear rx86kzcwxz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.