BitStarz Casino - Player's winnings have been capped.

Received a "Friday Loyalty Reward" of NZD19.98 by 21 Jan 2023, played a few hours on Table Games- Blackjack. On the same date, the wagering requirement (35x) was satisfied.

The amount of my cash account has been rolled up to NZD9751.00. Trying to request withdrawal cash of transactions:

NZD4,000.00 x2

NZD1,000.00 x1

into the nominated verified bank account.

Meanwhile, I have received two free spins for the following:

10x

25x

And I was trying to activate them. When I got into the game prompt, the message said that my account had been suspended. Contact customer service for the issue.

Customer service claimed that my account had been activated again for play. When I checked my history, my cash withdrawal request had been cancelled.

However, the funds in the cash account have changed to NZD100.00 instead of NZD9571.00.

I have contacted customer service again; they are just using the condition that they can only withdraw up to NZD100.00. The rest of my lucky winnings have been confiscated by the casino. Yes, the cash that was supposed to be mine has been taken away by the casino.

I argued that if they can withdraw up to NZD100.00, they should leave the uncashable portion in the bonus account instead of in the cash account. Because the cash account is considered your bank account, and the money should belong to us. However, they claimed that their Payment Team have the final decision to either pay or "adjust" the account balance.

The main argument is that if they only allow people to withdraw NZD100.00, the amount should not demonstrate in a cash account instead of in the bonus account. Therefore, the correct demonstration should be Cash Account: NZD100.00, Bonus Account NZD9,471.00.

Because the term and system demonstration was ambiguous, confiscating my balance in the cash account is illegal.

Request:

I request that Bitstarz return the confiscated cash account amount of NZD 9751.00 to my cash account and approve the cash withdrawal requests.

Dear dragonmeister, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that you accumulated your winnings with a loyalty bonus, which according to the casino's bonus terms has a maximum win limit. Please, see here:

"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, 0.778 BCH, 1.112 LTC, 0.060 ETH, 1,111 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 4.37 mBTC. Any winnings exceeding this amount will be forfeited."

This means that no matter how much money you win with this bonus, you can only withdraw 100 NZD and the rest is confiscated by the casino no matter how the funds were divided in your account. I am sorry, but many online casinos limit players' bonus winnings, especially if they were accumulated with a No-Deposit bonus and we don't consider such rules unfair.

I am afraid that there is not much more we could do for you here. Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close your complaint.

Thank you for your understanding.

Best regards, 

Kristina

Consider the fact, the casino has putting the winning money into the cash account, which is a personal redeemable account is the act they would allow players to withdraw the money as how much they are willing to. If they only allow players to withdraw up to NZD100.00, they should leave the rest of NZD9471.00 into the bonus account.

The Casino has admitted that they have confiscated my redeemable account's money. Which considered as not practicing in good faith. I do not know where would the high reputation came from on the Casino Guru. If the Casino can easily adjust the amount of money I have in my pocket, it would be a scam.

The Casino should have done in the way as I explained, putting the amount exceeded of what we can take out into the bonus account and ensure those bonus account can be expired or being modified, instead of putting them into the actual redeemable account and making a modification. It sounds like a bank can make modifications kn your account balance, which brings no creditability.

If the Casino do not admit that this is thr glitch and refund the $9,451.00 into my account and allow me to withdraw them, it is a scam.

Thank you for your reply, dragonmeister. I am sure you understand that each casino has a different bonus policy and different software. No casino is obliged to adapt and personalize its system to your expectations and/or based on the opinion of every single player. The point is, that the casino can limit your bonus winnings and you can only withdraw NZ$100 from the bonus you played with, which was in compliance with the bonus T&Cs. It doesn't matter which balance were the bonus funds transferred to after you finished the wagering. A lot of casinos transfer all bonus winnings to a withdrawable balance, but process only the maximum allowed amount, confiscating the rest.

No casino leaves the bonus winnings above the limit for players to keep playing. That is not how bonuses with a cashout limit work. I would strongly recommend that you check out our article explaining how bonuses work:

https://casino.guru/casino-bonuses

Since we see nothing wrong with the approach of the casino, 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.