BitStarz Casino - Pelaajan bonusvoitot mitätöitiin.

The amount was 1200 Doge. I won on my 2nd bonus I got from bitstarz. They refuse to pay me because they say I was mistakenly given registration bonus 2 times. And registration bonus has rules. But the bonus I won wasn't supposed to be a registration bonus and there's no reason for me to think it was . Basically they shouldn't of taken my winnings but because I haven't deposited there they're looking for any excuse to take it.

Dear Kim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me ask you a few more question before we would try to contact the casino. Did you claim any bonus in the casino before? Did you claim the first deposit/registration bonus in the casino? Did you try to withdraw the winnings when they said that it was credited by a mistake? Also please send me any relevant proof or conversation between you and the casino to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

Hi. Thank you for your help. I don't understand how they can just say addmitingly I recieved a bonus by mistake and take my winnings just like that? Especially a casino their size you'd think they would bite the bullet and do the right thing since it was their fault not mine and they have acknowledged that, this isn't right for them to just take my winnings,

Thank you Kim for the additional information. I'll be now forwarding your case to my collegue Jozef who will be assissting you from now on. I hope we will be able to help you resolve this issue.

Best regards,

Nick

Ok thank you Nicolas

Hello Kim.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Jozef and Kim,

So basically, Kim won money from our no deposit bonus, but as you know the no deposit free spins are limited to one person per IP/Household/Device/Shared Computer, etc.

Issue is that Kim has about 23 other accounts linked not just via the same IP but the same browser on the same device. Happy to provide all that information to you on Skype Jozef so I don't out all the emails with accounts associated with Kim's.

Olle

I play at casinos as do my family members. The problem here is simply you guys messed up and gave me 2 bonuses, right? But is that my fault? No it's yours. And because I won your trying to search for any excuse to not give me my winnings! Why wouldn't you stop me while I was playing? You waited untill I successfully got past all the playthrough required and then take my winnings?! That's really low

Hi Kim,

Do you have 23 other family members using the same device as you? 🙂

Regardless the no deposit offer is restricted to one per person/family/ip, etc, so regardless of having many family members playing it doesn't change the fact that it's restricted to one per family.

It has nothing to do with you getting multiple sets of no deposit spins.

Olle

Hello Kim.

Please, could you confirm the casino statement or should we request the proof? Be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I've had a different reason told why my winnings where taken from every one of your agents I've talked to about this. So one of you has what's the supposed real reason and the rest of your employees are just liars ? Is that what you're saying? Because if it's not that I receive 2 bonuses then the first 2 agents I spoke with are liars, and then nick your head of casino is apparently a liar to is that right?If your not paying people's winnings you should take that rating down to maybe a 4.5, that's about all you deserve.

Hi there Kim,

Not sure how to say this more simple.

We have terms and conditions when you sign up and take free bonuses:

"1. All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller etc), IP, or shared computer, e.g. public library or workplace."

Based on the fact that you have 23 accounts linked to your IP means that you're in direct breach of these terms that you agreed to when signing up (I've submitted the linked accounts to CasinoGuru for proof).

You make it sound like we just take money from people all willy nilly, but the fact here is that you didn't make any deposits, and broke the terms of free bonuses 23 times, upon you had your winnings from this free offer taken from you.

Please do not open any more accounts.

Olle

Don't worry there is zero chance of me playing at your casino again. This is useless, why did you even respond? Pointless talking to you

Dear Kim.

Unfortunately, after receiving relevant proof from the casino team, we are rejecting this complaint as unjustified. For the reason of creating duplicate accounts in the casino, you are not obligated to receive the amount.

If you do not agree with our decision, you can always contact the licensing authority of the casino. I can help you with it, although I do not recommend it.

Best regards, Jozef