BitStarz Casino - Player's winnings have been partially.

I had made a deposit earlier In the evening and then they had sent me a bonus of around 5 dollars. I used that bonus and won several times over , I fulfilled the playthrough amount on the bonus. I then won a little over 1000 on a slot and went to withdraw the amount and the casino refused to pay it they then returned only a portion of what I was owed. I wanted to withdrawal 36 mbtc and they only returned 4 mbtc. 

Dear Mondaypuss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How much was your active balance when you received that free bonus? Have you activated any bonus with your last deposit?

If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

Player's additional comments:

They had added a bonus to my account after I deposited 150 in bitcoin then I completed the wagering amount for the bonus I won the amount in question after completing my wagering requirements. They I had withdrawn from here no issues same situation but it was only like 150 not almost 1000. They put 4 mbtc back into my account after canceling out My withdrawal which was 31 mbtc short of what I tried to withdrawal

Daniel L. P******

Could you please request your full game history from the casino and forward it to petronela.k@casino.guru at your earliest convenience? Thank you, Mondaypuss.

I've received your game history; however, the quality is insufficient for data analysis due to blurriness. Could you please consider transferring it to an alternative format?

I emailed the information in pdf format

I appreciate you forwarding the files to me. Nevertheless, in your initial response, you mentioned making a deposit on August 19th for $150 in BTC, which would be roughly equivalent to 165mBTC. Would it be possible for you to provide a screenshot of that deposit for verification?

I do apologize, but in the forwarded PDF file I still haven't found a payment receipt for the deposit that you made on the 19th of August prior to receiving a free bonus from the casino. Please understand that without proving that you made a real money deposit before the casino activated a free bonus inside your account we can't argue that your winnings were capped.

Dear Mondaypuss,

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.

I sent you an email with a screen shot of the 2 deposits made before I won the large amount I tried to withdrawal

Screenshot from the player:

We appreciate you sharing the screenshot, Mondaypuss. However, up to this point, we still lack any supporting evidence to verify your initial claim that you made a deposit on August 19th, which is essential for us to consider your winnings as originating from a free bonus provided by the casino.

Even though it may appear that a deposit was made, and the casino inadvertently activated an unwanted bonus on top of your actual funds without your awareness, subsequently imposing winnings limitations based on the maximum cashout rule, we regrettably find ourselves unable to assist you without substantiating evidence from your side to support your assertion.

The cash out that I was denied was not requested on the 19th it was requested and denied on the the same day of august 17th

I made the request at 20:36 hours and the bonus was given at 06:00 hours and is marked as wagering done on the bonus

Here is a deposit from the 16th

Here are bonuses from the very next day

Once again, it would be very helpful if you could request your full game history from that period and forward it to me.

Dear Mondaypuss,

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.