The player from Brazil won 800 Brazilian reals from a bonus and attempted to transfer the amount. The casino blocked the transfer, deducted 500 reals, and only credited 300 reals to the player's account.
BitStarz Casino - Player’s winnings have been confiscated.
Amount: 800 R$
BitStarz Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Yesterday and today, I lost some money on this platform. This casino gave me a bonus of 20 spins. I won 12 Brazilian reals and turned that into 800 Brazilian reals, you know, about 819. I tried to transfer 800 reals, but they blocked my money transfer and deducted 500 reals from my limit. They put only 300 reals of what I won in my account, which is literally theft. I hope the authorities can resolve this issue
Automatic translation:
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3 months ago
Hello mehmetaliii4545,
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 if your account is already verified and if yes, since when exactly? Can you please send a screenshot of the bonus and it's terms you used? When was the last time you spoke to the casino and what was it about?
Please note that no deposit bonuses come with a maximum win limit and that's why your winnings were capped.
Looking forward to your answer.
Regards,
Nick
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3 months ago
I see that you have a limit for the transfer of the money earned in the Bonus, this was not told to me and it was not stated and that is why it was very surprising. It was sad for me that my winnings were almost It came as a shock to me that you took almost more than half of my earnings and transferred a small amount to me. You give gifts to people, you give bonuses and then you transfer the earnings to me.Then you take back the money they earned from people and say we have rules. I don't agree with you, I don't approve, I don't find it appropriate and ethical, good luck.
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3 months ago
Dear mehmetaliii4545,
It is clearly stated how much is the maximum win from any free bonuses in the casino terms: https://www.bitstarz.com/bonus-terms-and-conditions
Is there anything else we can assist you with?
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2 months ago
Dear mehmetaliii4545,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
