BitStrike Casino - Player has cancelled her bonus accidentally.

I had got a welcome bonus and , I hit with playing with my deposit first, so I canceled the welcome bonus, they told me bonus wasn't sticky and I play with deposited funds first then bonus, had hit for 3 micro btc, canceled the bonus and all my funds were gone, chat confirmed I play with deposit first, then bonus, and I know I didn't go under my deposit because I hit fairly quickly , but they told me I did play thru my deposit, and bonus was used, but when I canceled , I still had my deposit in my account which was 350 ubtc, if I played thru the deposit , when I canceled the bonus I wouldn't of had anything in my account but I still did, and when I asked chat if I played thru my deposit again they told me they could see that info , and when I asked for bet history they told me they couldn't send it to me ,

Dear bigtx7722,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found (here):

„A gambler has the right to cancel any bonuses without proceeding to their wagering, without any loss of their own funds."

Even if, when gambling with the bonus, the bets are placed for real money in the first place, and only then for the bonus, the entire balance (real money + bonus) is one package/bundle.

Please understand that by cancelling the bonus before the wagering requirements were met, you cancel the bonus, but all the winnings accumulated with it as well. 

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

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. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I had a agent tell me on repeat the deposited funds are played first , no where in the terms does it state the bonus and the deposited funds are conjoined, if they were, the agent wouldn't have told me on repeat that I played thru my deposit , and then started to wager the bonus, that's why I didn't get the 2.8 mbtc , so then I guestioned if I played thru my deposit then how did I have funds in my account when I canceled the bonus , and had my deposit , they would tell me to hold for 5 to 10 minutes and just say the wager wasn't completed, but never did they just tell me the bonus and deposited funds are conjoined, they would say other wording, and I even had a agent tell me they would talk to there colleagues to add rules when I was explaining to them what my thoughts were, even told me that it is very confusing in there own words they told me that , as I continued to question it went from me playing my deposit to , I didn't play thru it that I canceled without wagering it , then try to sell me on giving me the bonus back , which was the 2.8mbtc, but had to wager it 36× and my wagering was at 101 mbtc, but again told me in there own words , they would give bonus back " where I left off" so the wager was 15.75 mbtc originally and they tried to make it 101mbtc, then they took it away saying that they had to do the calculations manually, and instead of me starting "where I left off" they gave me 350 ubtc with 45 wager , so everything they have told me has either been changed or they backed tracked on, and again they made it very clear that the deposited funds are played first , but when I told them I didn't go below 350 ubtc so the funds would be mine , they would revert back to the bonus wasn't wagered, never telling me , bonusand deposit had to be wager very clearly they would say bonus , well bonus is 350 ubtc not 700 ubtc, no where in the terms does it say the deposited amount with bonus is wagered as 1 , as they told me they would talk to agents to add rules, so to me y'all were adding rules as this conversation was happening

And that's not in the terms and conditions on the page of y'all's site, y'all told me a lot of different things and then would back track, even adding the rules y'all were telling me to terms and conditions , and even telling me I had a fair point and that it's very confusing and that the system miscalculated as well, and again strongly stayed on the deposited funds play first but never staying deposited funds play first to wager the bonus , y'all would say I had to wager the bonus , well the bonus was 350 ubtc and told me deposited funds played first, that's not a bonus as that's my OWN money which is no bonus and doesn't state on site that deposited funds are used to wager a bonus that isn't even being played from the very start of gambling , y'all lock the funds of deposit , everything won shouldn't be wagered to the bonus because there's no bonus being played with at that time if I go under 350 ubtc then yes like y'all say, bonus has been played so I would have to wager 45×

Also , doesn't state anyy countries restrictionsand again them repeating the deposited funds are played first , then bonus tells me what ever I win with deposited funds are mine

Where does it state the deposited funds are used to wager a bonus given by them , and to me that's even more unfair , u deposit and have to use your own funds to deposit a bonus that u don't even touch until half way of the amount, and when they say bonus has to be wagered 45 × well whatever u deposit and they match for example I deposit 350 ubtc and they match 350 ubtc, bonus that u have to wager 45 × is 350 ubtc not my deposit included , how would my deposited funds be a bonus

Even here says the bonus wager , nothing bout deposited amount being used to wager and stuck

And after all that they represent a fake ask gamblers certified logo on there site,amazing

Thank you, bigtx7722, for all your replies. Please understand that the rule explaining all your winnings will be voided if you cancel your bonus before completing the required bonus wagering is clearly stated in the T&C:

„A gambler has the right to cancel any bonuses without proceeding to their wagering, without any loss of their own funds."

If you would have cancelled the bonus before proceeding to its wagering, it would be a different story, unfortunately, that's not the case and I'm afraid we won't be able to help you. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. I wish I could be of more help.

Dear bigtx7722,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I never got into the wager they told me my deposit was part of bonus and I used my real funds to wager bonus

Yes, that is correct. If you redeem any deposit bonus, your deposit and the bonus become one package. If you have cancelled the bonus before completing bonus wagering, I'm afraid we won't be able to help you.

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 bigtx7722,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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.