BitStarz Casino - Pelaajan tili ja voitot takavarikoitu.

Hello. I had won 375 Euro on Funky Time but they did not pay out my winnings. I messaged their chat and they responded that they could see I had won, but due to technical issues, unfortunately, the winnings were lost. I replied - how do you pay out the money that you have in your account? I would like to make a withdrawal and then close my account because I find it irresponsible that they do not payout winnings due to technical errors. After that message, they closed my account and kept both the winnings plus the money that was in the account, a total of about 600 Euro. Now I can't log in anymore

Hej. Jeg havde vundet 375 Euro på Funky Time og de udbetalte ikke gevinsten. Jeg skriver til deres chat og de svarer at de kan godt se at jeg har vundet men pga. tekniske problemer er de desværre gået tabt. Jeg skriver tilbage hvordan udbetaler man de penge som man har stående på sin konto ? jeg vil gerne lave en udbetaling og derefter lukke min konto pga. jeg finder det uansvarligt at de ikke udbetaler gevinster pga. tekniske fejl. Efter den besked har de lukket min konto og beholdt både gevinsten plus de penge som stod på kontoen i alt ca. 600 Euro. Nu kan jeg ikke logge ind længere

Dear dannierefsgaard,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were there any bonuses active on your account when you requested your account to be closed?
• Was the 600€ your withdrawable balance in the casino?
• Have you received any information about what will happen to your current balance in the casino once your account is closed?

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

Best regards,

Tomas

Hi Thomas.

1. No, there was no bonus.
2. On my casino account there was about 280 Euro. In addition, I needed to get the winnings of the 375 Euros, so a total of over 600 Euros.
3. No. I have not received any mail or information about what will happen to the money that I am owed. My account was deleted before I could reply to the chat and without warning.

Hej Tomas.

1. Nej der var ikke nogen bonus.
2. På min casinokonto stod der omkring 280 Euro. Derudover manglede jeg at få gevinsten på de 375 Euro så i alt over 600 Euro.
3. Nej. Jeg har ikke modtaget nogen mail eller informationer om hvad der vil ske med de penge som jeg har tilgode. Min konto blev slettet inden jeg nåede at svare på chatten og uden varsel.

Has the casino justified its actions via an email communication to you? Could you please forward the correspondence you received to my email at tomas@casino.guru?

Hello.

I have not received any mail or heard from them since. so no they have not justified their actions.

When I wrote to the casino, it was on their chat - that is, when I was logged into the site. I can therefore not send you our correspondence as only the casino has access to it. I can no longer log in 🙁

Hej.

Jeg har ikke modtaget nogen mail eller hørt fra dem siden. så nej de har ikke retfærdiggjort deres handlinger.

Da jeg skrev med casinoet var det på deres chat - altså når jeg var logget ind på siden. Jeg kan derfor ikke sende dig vores korrespondance da det kun er casino som har adgang til den. Jeg kan jo ikke længere logge på 🙁

Thank you very much, dannierefsgaard, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello dannierefsgaard,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bitstarz Casino to join the conversation and participate in the resolution of this complaint.

Dear Bitstarz Casino,

Can you please provide more information regarding the reason for not paying the player their winnings?

Kind regards,

Adam

Hi there Dannie,

Thank you for reaching out 🙂

So, I had a look at your account real quick and I wanted to make a couple of remarks for starters.

You mentioned that we closed your account, which is not really true as I see the reason being "As per customer request". I had a look through your chats with our support where you said "How do I delete my account with you? It's too frivolous. I don't dare to be your customer anymore". Thus, I think it's fair to say that you requested for it to be closed 😕

Now, to the issue at hand. You have 264 euros in your balance, and even though your account is closed per your request, you of course have the right to withdraw your funds. As for the win on Funky Time I can see it in your game history and it appears the game round was delayed and you played with bonus funds, betting above the limit allowed for play with bonus money, so I'm sad to say that regardless, those funds are void due to you breaching the max bet with bonus money 😕

But the 264 euros in your balance are yours to withdraw and I recommend you reach out to our live chat to discuss how to best claim those funds.

Olle

Hello Olle ( Bitstarx Casino )

I then wrote in the chat that I wanted to withdraw my money and then closed my account because of it.

I have written to the Casino today and they have reopened my account. And the 264 Euros were on my account.

I choose to say that there may have been a misunderstanding with the bonus funds. I have therefore paid over 800 Euro again today.

I win 5 Euro 5000 Euro in crazy time and after about 20 minutes my account closes again?

I contact your chat and they say that it is about 1.5 Euro that I got as a bonus and for this reason you unfortunately have to confiscate my winnings and write that I have to be careful 🙁

Now I can see that there is 200 Euro available on my account and before it was closed there was over 4000 Euro.

What exactly is happening?

Hej Olle ( Bitstarx Casino )

Jeg skrev dengang i chatten at jeg gerne ville hæve mine penge og derefter have lukket min konto pga. det.

Jeg har skrevet til Casinoet i dag og de har genåbnet min konto. Og de 264 Euro var der på min konto.

Jeg vælger at sige at der måske var tale om en misforståelse med de bonusmidler. Jeg har derfor indbetalt over 800 Euro igen i dag.

Jeg vinder på 5 Euro 5000 Euro i crazy time og efter ca, 20 min lukker i min konto igen ?

Jeg kontakter jeres chat og de siger at det drejer sig om 1,5 Euro som jeg har fået i bonus og af denne grund må i desværre konfiskere mine gevinster og skriver at jeg skal passe på 🙁

Nu kan jeg se at der står 200 Euro tilgængelig på min konto og før den blev lukket ned stod der over 4000 Euro.

Hvad er det lige at der sker ?

In less than 30 days I have paid 4830 Euro to Bitstarz. I have not made any withdrawals.

I am really disappointed with this treatment. You confiscated 375 Euro the first time because of an alleged bonus.

I choose to ignore it and continue as a customer. I then get 30 free spins from you as a bonus and win 1.5 Euro.

I have now used the 264 Euros that were in my account and then I use the 1.5 Euros (which was bonus money) I put the 1.5 Euros on a Bet in crazy time at 16.28 on 07-02 and lose the money without gains. There are now no more funds in my account to continue playing for. Therefore I deposit 100 Euro again and out of that I bet 20 Euro in crazy time at 20.53 on 07-02 and win 5005 Euro. I continue to play and after 15 minutes my account closes. I write to your chat and they reply with an email saying that they have confiscated my winnings.

I have never experienced anything like this at other casinos. And the reason why I just chose to become a customer of Bitstarz was excluded because of their high security as stated by casino-guro.

I want casino guru to get full insight into the matter. I cannot see the account history myself when I log in. It will be able to prove that I myself have paid in the money that was played for in this particular game.

I want fair treatment.

På under 30 dage har jeg indbetalt 4830 Euro til Bitstarz. Jeg har ikke foretaget nogen udbetalinger. 

Jeg er virkelig skuffet over denne behandling. I konfiskerede første gang 375 Euro pga. påstået bonus. 

Jeg vælger at se bort fra det og fortsætter som kunde. Jeg får så 30 free spins af jer i bonus og vinder 1,5 Euro. 

Jeg har nu brugt de 264 Euro som stod på min konto og derefter bruger jeg de 1,5 Euro ( som var bonus penge ) jeg sætter de 1,5 euro på et Bet i crazy time kl 16.28 d. 07-02 og taber pengene uden gevinster. Der er nu ikke flere midler på min konto til at kunne spille videre for. Derfor indbetaler jeg igen 100 Euro og ud af dem satser jeg 20 euro i crazy time kl 20.53 d. 07-02 og vinder 5005 Euro. Jeg spiller videre og efter 15 min lukker i min konto. Jeg skriver til jeres chat og de svarer med en mail om at de har konfiskeret min gevinst. 

Jeg har aldrig oplevet noget lignende på andre casinoer. Og grunden til at jeg netop valgte at blive kunde hos Bitstarz var udelukket pga. deres høje sikkerhed som der er oplyst af casino-guro.

Jeg ønsker at casino guru kan få fuld indblik i sagen. Jeg kan ikke selv se konto historik når jeg logger ind. Det vil kunne bevise at jeg selv har indbetalt de penge som der er spillet for i netop dette spil. 

Jeg ønsker en fair behandling. 

Hi Dannie,

I mean 😕 I think now we're talking about a different thing to the original complaint.

That said however, as I pointed out in my original reply, you need to be aware of the max bet limit with bonus money, and I see that the reason your new winnings were confiscated was due to that very reason, of you betting above the limit for bonus money 😕

"3.11 Until the play through requirements have been met, the maximum bet that is allowed to be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 25 BRL, 50 NOK, 0.05 BCH, 0.003 ETH, 75 Dogecoin, 0.06 LTC, 20 PLN, 500 JPY or 300 RUB. When it comes to Bitcoin players the maximum bet is 0.2 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."

As you were betting upwards of 85 dollars per spin it's in violation of the term above 😕

Olle

Hello all,

Thank you for your responses.

Dear Olle & Bitstarz Casino,

As the player has carried on playing with the 264 EUR that was left on the account, the main focus of this complaint is now the winnings of 5005 EUR accumulated after the further deposit of 100 EUR.

The player stated that they played the balance down to zero before depositing 100 EUR, and that it was from this deposit (with no bonus) that the winnings have been achieved.

You mentioned the funds were confiscated due to a breach of the bonus max bet rule, can you please provide supporting evidence of this for us to review? Ideally, any relevant history of transactions/bonuses and wagers from the moment the 264 EUR was played down leading up to the win. It can be sent to my email (adam.m@casino.guru) if more suitable.

Kind regards,

Adam

Hi Adam,

Sure, let me send it over.

Olle

Hello Olle,

I have received your email and sent you a response.

Kind regards,

Adam

Dear dannierefsgaard,

The casino has provided evidence that shows you have played your deposit of EUR 100 down to zero (two bets of EUR 50 each in Funky Time), and then have started making bets with a Weekly free spins drop bonus. It also shows that the bets made on Crazy Time that achieved the winnings of EUR 5005 were while using this bonus,

Can you please comment on this? Please confirm at which point you have made your EUR 100 deposit.

Kind regards,

Adam

The 100 euros was paid 07-02 at 20:51 and there was no money in the account when I paid it in and I have not used any bonus from it.

the first bet I put that money in was in crazy time, it was d.07-02 at 20:53 that I won the 5005 Euro, i.e. right after.

De 100 euro er indbetalt 07-02 kl kl 20:51 og der stod ikke penge på kontoen da jeg indbetalte dem og jeg har ikke gjort brug af nogen bonus ud af dem.

det første væddemål jeg satte de penge i var i crazy time det var d.07-02 kl 20:53 at jeg vandt de 5005 Euro altså lige efter.

Thank you for your explanation, dannierefsgaard.

I have asked the casino to further clarify the situation.

Kind regards,

Adam

Hi Adam,

Did you email me?

Hello Olle,

I did, have you not received it? I will send it again.

Kind regards,

Adam

Dear dannierefsgaard,

This case is still being discussed with the casino via email, so I will extend the timer accordingly. It seems so far from the evidence that has been received that you may have made your deposit while the bonus funds from the free spins were still active (due to incomplete wagering requirements), but it is not entirely clear which funds have been used to accumulate the winnings. I will post an update here as soon as this has been clarified.

Kind regards,

Adam

Dear Adam and Olle.

It is important that you look at the account history. It can prove that I had no more money to play with. Therefore I deposited 100 Euro and with that money I won right after the deposit in the first bet.

Kære Adam og Olle.

Det er vigtig at i kigger på kontohistorik. Det kan bevise at jeg ikke havde flere penge at kunne spille for. Derfor indbetalte jeg100 Euro og med de penge vandt jeg lige efter indbetalingen i første væddemål.

Hi Dannie 🙂

Yeah, so as far as I could see from my end, I think you still had the bonus active, but your bonus was basically finished to the point where you couldn't make a bet with it. So looking at it at first glance here, the majority of the bet that resulted in the win came from cash (with a little bit of bonus included in the bet).

For me personally (if I saw this correctly) it is a bit unfair to say that it's winnings from bonus in this case as the vast majority of the bet wasn't by using bonus funds.

If that's the case, I'll make sure the funds are added back 🙂 but I just want to double check this so I'm not wrong.

Olle

Hi guys,

Got some good news.

I spoke to our head of support and he agreed that since the majority (vast I should say) of the funds bet was real funds, it's fair to honor it as a cash bet win 🙂

So we'll be adding the confiscated amount to your account, 3861.04 EUR I think it was 🙂

Olle

Dear Olle and Adam

Thanks for the help.

I have received the 3861.04 Euro again.

Kære Olle og Adam

Tak for hjælpen.

Jeg har modtaget de 3861,04 Euro igen.

Thank you very much for your assistance, Olle.

Dear dannierefsgaard,

I am glad to hear that you have received the funds. Can you please confirm that you now consider the matter to be resolved?

Kind regards,

Adam

Yes, thank you, the matter is resolved.

thanks for the help to both of you 🙂

Ja tak sagen er løst.

tak for hjælpen til jer begge 🙂

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, dannierefsgaard, 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.

Many thanks also to Olle for his patience and assistance.

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,

Adam

Casino.Guru