BitStarz Casino - The player's winnings were voided.

I won €50 from the casino's no deposit bonus and withdraw the money. Then they gave a 100% bonus to the 21.16 € money I deposited, and I completed the 846 € wager. When the wager was completed, I had 330 € in my account, I played a little more and I made a withdrawal request at 249.91. My withdrawal was deleted for claiming that I was delaying the no deposit bonus earnings. The game I play with no deposit bonus is "Hot Fruits 20" (Amatic). it is not possible to do such a thing, because there is no option to gamble with winnings, nor does it have free spins.

Hello yavuz,

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 clarify the exact timeline as it is not entirely clear yet or can you send your full betting history starting from the 50 no deposit bonus?

Please note that even on the screenshots you provided it is visible that you had a 30 FS bonus active while playing - therefor all the winnings generated from it are considered as bonus winnings and might be limited.

Looking forward to your answer.

Regards,

Nick

I withdraw my winnings of 50 € no deposit. There was no amount of that win, you can see it in bets history.

I sent this mail to your attention info@casino.guru

Hello yavuz,

Could it be possible that you have gained some bonus features with the 50€ bonus and you played them later after you withdraw the winnings?

Hello there

I have sent the Bets history to you by e-mail, if you examine it, you can see that I did not do this.

There are 2 games that I play with no deposit bonus, one is aztec temple (platipus) and the other is hot fruits 20 (amatic). I only played 2 slots in my €250 win, Kings Crown(amatic) and Wolf gold (pragmatic) these are clearly visible on my bets record. I got it from bets history bitstarz. they can confirm it.

Hello yavuz,

Thank you for the provided game log. However, it is not entirely visible whether you kept some free games feature in games which you might have used later after finishing the bonus. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

There are 2 games I play after finishing the bonus. Hot fruits 20 ( amatic) does not have a free game feature or a post-game gamble (red/black) feature in this slot. My last bet (2022-04-28 19:05) on aztec temple slot I bet 1 € and won 1.3 €. Just one minute before my previous bet (2022-04-28 19:04), my 250€ money won on 30.04.2022. For the 250 € I won, I played 2 games, wolf gold and kings crown. I did not open Hot Fruits 20 or Aztec Temple slots with my 250€ win, bets history already shows this. I can't do it in hot fruits 20 anyway, if I did it in aztec temple, shouldn't a record dated 30.04.2022 appear?

Hello yavuz,

I am sorry to hear about your troubles.

I would like to invite the casino representative into this case.

Please explain to us what happened.

Hello

While playing at 100% first deposit bonus, it seems that I play in 2 slots. If I understand correctly, it seems that there are 4 delays in the photo you have presented. How can I make 4 delays in 2 slots?

After looking at the photos you presented, I looked at the history of bets. There is a constant 42 minute delay in the wolf gold game. It is not possible for me to play the next round without completing the previous round. I think it's pretty clear it's a technical issue.

good work

Dear yavuz and BitStarz Casino representative.

I checked the game log that we have from yavuz, and I can clearly see that the problem you found is only with the game Wolf Gold and it happens from beginning to end doesn't matter if yavuz played with a bonus or not. It looks more like a technical issue than some fraud from our perspective.

Delaying a game round is fraud where players get some benefit from that delayed round (charge slot with bonus money and activate bonus feature with real money); however, in this game log, we don't see any such activity. Because it looks like only some game rounds are delayed and yavuz was able to play new rounds, we don't believe that his actions were aimed to get an unfair advantage.

Hi Matej,

Let me investigate the individual game rounds that were delayed here. If there's no bonus rounds or any other advantage play from the player, I will revert the decision on our end.

Olle

Sure, check the logs. From what I saw, the problem was only in one game and whole the time.

Hi Matej,

Yeah, I will need some time to get the logs from Pragmatic and they don't make the details available more than the bet result (after 30 days).

So, let me see what I can do.

Olle

Hello Olle.

Sure.

Meanwhile, I sent you the logs from which I found the information about delayed rounds. Maybe it will be helpful.

Hi there,

Thank you Matej, but no worries I've got access to that already 🙂

I'm waiting for some additional info from Pragmatic and other providers.

Olle

Hi guys,

Sadly, Pragmatic haven't been providing the relevant logs for us, so we'll make an exception and pay the player in full as we cannot investigate further.

We ask the player to kindly withdraw the funds and the account will be closed afterwards.

Olle

Hello,

I have withdrawn 250 €, thanks for your help.

Thanks Olle.

Dear yavuz,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.