BitStarz Casino - Player's winnings have been confiscated.

Hello, yesterday I decided to register in Bitstarz.com and I deposited First 500€, i lost 300€ and later decided to deposit another 4000€ I lost them and later I deposited another 4000€, so total deposits about 8500€.

I did fluctuate and in the end i won and reach about 12900€ and all of a sudden when I wake up Bitstarz told me that my bonus was forfeited and they confiscated me 8900€, now I am waiting since the morning for my 4000€ they left me out 🙁

Could you help me please to get paid the full amount of 12900€? I did join there because you guys said 10/10 safety and fast withdrawals and it doesn't seems like that to me, it's alot of money, I did deposit 500€ in Crypto and 8000€ with Skrill.

Help me out please. I did attach the transcript with the live chat.

Best regards.

Dear CasinoGambler44,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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):

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.

Could you please forward screenshots of your bonus and cashier histories to petronela.k@casino.guru? Have you activated any promotional offers when placing your last deposit?

Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, first thanks alot for your help and time in helping me.

I didn't know I had to bet 5€ only, I was betting between 200-1000€ per bet, if I knew I had to bet 5€ I wouldn't take the bonus, because for me 5€ makes no sense to bet. Seems like a shady way to scam players to do this because nobody gonna read 500 lines of bonus T&C and later oh you can only bet 5€ per bet, since you bet higher we confiscate you 9000€, the last 4000€ they did cash me out but they scammed me 9000€.

So my chance was only to lose money, i had no chance to win since if I win they will always confiscate the deposit of 497€ + 8000€ (but atleast they refund me the last deposit of 4000€) But still is a scam because I had no chance to win, i can only lose, if I win they will take all my money saying oh your money was bonus, but actually it wasn't.

I deposit 4000€ first time they give me 100€ extra ( so total is 4100€ )

How can they say I was using bonus money when my deposit is 4000€ and 100€ is bonus? WTF?

I agree they can remove all the money from bonuses they gave me was 400€ but the 8500€ I had in profits`+deposits must be paid since that was my money, only 400€ in total were bonus and 4100€ were profits & 4000€ was a deposit...

So total money missing now to be paid is 8900€ (because they cleared 4000€)

I did send the documentation requested to your email.

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. It's important to grasp that when you have an active bonus, you are required to adhere to the bonus rules throughout your entire gaming session, regardless of the size of the bonus amount you received.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello Petronela but that doesn't make any sense, i know i accepted scam conditions without knowing but they did freeroll me.

If I would have lost, i lost everythin but if I win they put this stupid rule max bet 5€ for bonus.

But this doesn't make any sense, I did bet 3000€ and 2900€ were from real money and 100€ from bonus, how can they say i was betting bonus money? That's not true!! Bonus money at most was 3% of the money bet, so they could take the bonus money they gave me 400€ ok plus a few % of the profits since i used their bonus and won in the end, you know what I mean? There's no way a judge could accept this rule, this is a complete scam.

Could anybody from Casino.guru to review my case aswell? To hear a second opinion please.

Imagine this happened to you Petronela...

Best regards and thanks for helping me out

Should a member of our team examine your case, you will receive the same response. Once you activate any promotional offer, you become bound by the bonus rules. Whether the bonus awarded is 100% of your deposit or lower, you must adhere to the rules as long as you play with an active bonus.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear CasinoGambler44,

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.

Hello Petronela I haven't replied because it's absurd obviously that rule it's a scam rule. Think about it please.

Nobody deposits 3000€ and bets 5€ to unlock bonus and let's say someone does this , but if I bet more than 5€ all money i make is supposedly from bonus and I don't get paid? So that means I only have chance to lose!!!!

My chance was only to lose, because if I win I don't get paid because of this stupid scam rule.

How can I bet 3000€ and say I use casino bonus money? Bonus casino is 100€ at most and I am betting 2900€ with my money, how can this be considered as bonus money?

Can you guys help me for real please

We're eager to assist you, but given your acknowledgment of placing bets exceeding the permitted limits during the bonus wagering, we find ourselves unable to challenge the casino on this matter.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.