BitStarz Casino - Player was unable to finish the wagering requirement on the preferred game.

Hi,

I have registered with BitStarz last month, because it has live casino with baccarat, it's the only game I play. Yesterday, they have removed all games under live casino section, and wouldn't give any estimated reopen time.

That's the only live baccarat table they have, so I wanted to make a withdraw and play with other casinos. However, I was informed that my entire 3rd deposit at 7,473.52 DOGE is locked with the 3,736.75 DOGE deposit bonus, and that if I cancel the bonus now, I will lose the entire 12,649.77 DOGE balance after the 3rd deposit.

Can you help me here please? I would like to get my money back and forfeit the bonus, that would be 12,649.77-3,736.75=8,913.02DOGE since the life casino is not available at the moment.

Thank you.

Tony

Dear Tony1983,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BitStarz Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you contacted customer support about the issue with live games and your deposit bonus? If so, could you please forward any relevant communication regarding the issue to veronika.l@casino.guru?

Would it be possible to wager the deposit bonus on other games than live casino games (for example, on slots)?

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

Best regards

Veronika

Hi Veronika,

Thank you for your speedy response.

1. I have contacted customer support twice, they said the live games are offline because the game provider has issues, they can't do anything about it and they don't know when it will be back;
2. There are slot games, but I don't play slots, I have not even finished their free spins. It shows in my betting record, I have played live baccarat only before it went offline, and played slots for less than 100 spins after baccarat was gone;
3. I don't want to be forced to play slots just to meet their wager requirements, I play with real money and I want to play the game of my choice.

I wouldn't have registered with Bitstarz if they didn't have live baccarat on the first place.

I will send you the screenshots via email, thanks.

Tony

I have checked the casino's Bonus Terms and Conditions, and this is what I found:

25.When accepting a deposit bonus, kindly remember that your deposit is locked with the accepted bonus. This means that you have two options, either to complete the wagering requirement of the bonus, or cancel the bonus. If you choose to cancel the bonus, the bonus and all winnings attributed to the bonus will be lost. Wagering with both the bonus money and your deposited cash will count towards the wagering requirement.

What was the amount of your 3rd deposit bonus? Please understand that if you cancel the bonus, all the winnings you acquired when playing with the bonus as well as the bonus amount would be lost.

When you accepted the bonus, you agreed with the bonus terms and conditions. So if live games are not available, you may wager your bonus on slots or other available games. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

My third deposit bonus was 3,736.75 DOGE, around 350SGD, the deposit itself was 700SGD. Now 1,150SGD locked.

What's happening now is that they have terminated the game that I play without notice so I cannot continue playing.

As I have mentioned in the email, it is shown in my betting records that I only play live baccarat. It is unfair for me to have to go for slots because they have canceled the sole game attracted me to sign up with them.

I have no problem forfeiting their bonus. Would it be possible for me to get my own 3rd deposit back.

Have you discussed the issue with customer support? Did they tell you how much money would be returned to you if you canceled the bonus? I believe that if your current balance is lower than your deposit, your deposit would not be returned.

Could you please advise how much of the bonus have you wagered?

Hi there, yes, I have discussed the issue with customer support. They think the problem is with the live casino game provider, not with them, so there's nothing they can do about it.

Their live casino remains offline today.

My current balance is higher than my deposit and bonus combined, there's a winning at around $150. I can give that up too to get my deposit back.

I have wagered around 11k out of the total 140k by the time live baccarat went offline, by playing live baccarat only.

I tried slots after live baccarat was offline, lost some $30 and stopped.

Do you think Casino Guru can help me to get my initial deposit at $700 please?

Thank you.

The customer support told me that I get what system indicates if I cancel the bonus now, and the system says that I will lose everything in my balance if I cancel the bonus now, that's the entire 3rd deposit + bonus + winning.

Thank you for the information. There is one more rule in the casino's Terms and Conditions:

Players can request a withdrawal of their deposited amount prior to meeting the wagering requirements. However, the bonus amount and winnings will be forfeited as a result. Please note that when playing with a bonus, real money gets exhausted first.

Could you please tell me how you see your balance in your account? Is the real money shown separately from the bonus money? Could you please advise how much of your real (deposited) money is still left in your balance?

Hello Veronika,

Thank you for your reply.

1. Real money has never exhausted, at the lowest I was down some $300 out of the total $700 deposit, never down to play with bonus money. This can be confirmed in the betting record;
2. When I see the balance, real money and bonus are always mixed;
3. When I try to cancel the bonus, it shows the entire balance is bonus money. If I click "cancel", I lose everything in my balance;
4. All of the $700 deposited real money and bonus money is still left in the balance, there's a wining at around $150, too;
5. I have referred the above mentioned term to the customer service, they said if the system indicates the entire balance is bonus money, then it must be correct. But it isn't. That's why I'm asking for your kind assistance.

I would like to get my own deposit back.

Please forward the betting history to veronika.l@casino.guru. Thank you.

It is still in Bitstarz's webpage:

"You won’t be left wanting when it comes to variety that’s for sure. We offer 150 Live Casino games including Blackjack, Roulette, Baccarat, Poker, Wheel games, Sic Bo, Dream Catcher and Top Card Football Studio. In addition, most of our Live Casino games are available 24/7."

I have only played for a couple of days after the 3rd deposit, then my game was gone, for over a week now.

Just send you the bet history. Thanks.

Thank you very much, Tony1983, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Veronika, all the best to you too.

Hello Tony1983,

I understand your situation and I'm taking over your complaint. Since the situation wasn't caused by the casino itself but by a third party and there still is an option to finish the wagering on slots, I can't guarantee you a positive outcome. However, as a gesture of goodwill, the casino could grant you the request of getting the deposit back since it's not your fault either. Let me contact the casino and I will do my best to help. I would like to invite BitStarz Casino to the conversation to participate in the resolution of this complaint.

Hi there,

I guess the only way to find out how much real money is left in your balance is to cancel the bonus and see how much of the real money is there.

As the principle is that you play with your own balance first and you accepted the bonus, cancelling it at this point and manually giving the full deposit back makes little sense to me, I'm sorry to have to say. For me that's playing risk free in a sense, and if granted here, it would open up to floodgates to all kinds of potential abuse.

The way I see it sadly is that you either cancel the bonus and see how much real balance is there, or try to wager it on slots as that's still an option.

That said however, if the game provider you signed up to play isn't available and you almost exclusively play baccarat, you to have a fair point. I will check games department and see what's going on there. If we can get them back in the near future, I'll re-evaluate the situation.

Olle

Hi Peter, thank you for taking over.

1. I signed up at Bitstarz because they had live baccarat, and advertised availability 24/7 on their website;
2. I have registered for 2 weeks and I played live baccarat only before it was offline;
3. I tried slots for some spins after live baccarat was gone. Unfortunately, it's not where I would like to bet with real money;
4. I am giving up on the bonus and winning in my balance, I would really appreciate if Bitstarz can grant my deposit back.

Thank you for your kind help!

Hi Olle,

Thank you for joining.

When I tried to cancel the bonus, system indicated that my entire balance is bonus money, and if I cancel it, I lose everything in my balance. That's why I didn't confirm the cancelation.

Did you mean that my initial deposit will come back to my balance, despite from the system notice?

I have never lost all my 3rd deposit, and used the bonus amount to win back to the current balance, this can be verified with my bet record. That's why I find it difficult to understand how my entire balance became bonus money.

I would really appreciate if you can kindly look into the information I provided and grant me my deposit back.

Tony

Hi Tony,

@CasinoGuru, based on what Tony mentioned, how do you suggest we move forward here?

Olle

Hi Olle,

Do I understand correctly that the real money deposit that activated the bonus was played and lost? Are there any other options to finish the wagering playing Baccarat e.g. a game from a different game provider?

Hi Peter,

It appears to be the case based on what the player mentioned.

Sure, we have many different providers which he can use to play Baccarat. That said however, if the purpose of accepting the bonus was to wager it on Baccarat, it's pretty much impossible considering the low wagering contribution.

But yes, there are other Baccarats he can play.

Olle

Thank you Olle.

Dear Tony,

If you primarily want to play Baccarat and there are other options to play Baccarat and finish the wagering, I suggest you do that. Especially, if there's no real balance in your account.

Dear Paul,

There is currently a balance at around 1200SGD in my account, including a real balance (my deposit) at around 700SGD, a deposit bonus at around 350SGD and a winning at around 150SGD. 

The system indicated that the entire balance now is ALL bonus money, when I tried to cancel the bonus and withdraw my deposit - which is incorrect, that’s why I’m seeking kind help from you and Bitstarz. 

Thank you.

Tony

Hi Olle,

There are no other live baccarat available. I signed up with you because you had it before, and you advertised for it to be available 24/7.

If you had the games and I couldn't finish the wager requirement it's on me. But it's not the case now.

Tony

Hi Tony,

I totally understand what you mean. But game selection can change without prior notice, and as legislation and regulation change, we cannot guarantee to have all game providers permanently 😕 I'm still waiting for a reply to see what's going on though.

That said, again, Baccarat is not a good game to try to wager the bonus regardless 😕 virtually impossible. Also, if it's the case that the real funds are already lost and you only have bonus money left, I'm not sure what can be done here.

Olle

Dear Paul and Olle,

Real money that activated the bonus has NOT been played and lost, please check my bet records for the details. I have emailed it to Veronika.

Tony

Dear Olle,

I understand real money exhausts first, but it has not. Please take a look at my be records. Thank you.

Tony

Hi Tony,

I cancelled the bonus and I think your real funds are still in your account 🙂 so I think this solves it?

Olle

The disputed deposit was made at 13:55, 5th of July.

Please find in the bet record that there were ups and downs, but I was never even close to losing all of that deposited amount.

Thank you both.

Hi Tony 🙂

Please see my reply above.

Hi Olle,

Thank you so much! Yes, it solves!

Thank you too, Paul.

All the best to you both!

Tony

Good to hear 🙂 happy about the positive outcome.

Have a great day 🙂

Olle

Hi Olle,

The bonus has been canceled, and I can see my deposit amount in the balance, thank you for that. However, my cashout request kept being rejected, what do you suggest please?

Tony

Hi Tony,

I'm really sorry about this, it's very unfortunate timing.

Our payment processor (third party) is currently down 😕 so deposit and withdrawals are not going through. They're working at full capacity at fixing it. In the meantime, you can set a wager limit on your account so you don't gamble away funds you wish to cash out.

Olle

Hi Olle,

Thanks for the information, I will wait for the system to be fixed then.

Tony

Hi all,

Thank you for your replies.

Dear Tony,

I'm glad to hear that canceling the bonus worked. Please let me know when the withdrawals start working again.

Hi Peter,

Sorry about calling you Paul the whole time, that was careless of me.

Will do, thanks!

Tony

Don't worry about it 🙂. Hope the payments will start working soon.

Hi Peter and Olle,

The cash out has been processed successfully. Thank you both and all the best!

Tony

Hi Tony,

Thank you for the update. We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Tony1983, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter