OlleBitStarz

Hi again, Really sorry for the slow reply but for some reason I'm not getting the notifications all I get are the PM notifications @Fiekie247 thank you for pinging me there. Just to address your points here. 1. I mean, yeah, I can totally sympathize with you here, and as a player I would also prefer having no limit and wager free spins. However, there's always a limit as to how much we are comfortable giving out in rewards as a casino. There are a few ways to go here, and one would be to give less bonuses but making them wager free and no cap, or give more of them but with caps. The thing is, all players are also different here, right? Some like to get more bonuses but with higher wagering so they get more play time, some hate everything about WR and prefer to get less but without restrictions. My ambition is to somehow tailor it to all players and let them choose which avenue they wanna go. But as for your point here I see that more as feedback (unless I missed something). 2. It's a bit tricky to answer based on what you just said here. "if stuff isn't hitting over a sustained period of time when bonuses are in play", it comes across as a very subjective interpretation here if you don't mind me saying so. If you have anything specific in that you can provide in terms of "I can show you here that I made 1000 spins in a row on Starburst and hit nothing", it gives it a bit more substance you know? Is this a concern you only have with BitStarz (and winz as you mention here) or is it a wider concern on your end? All game providers need to have license and certification for their games and they all needs to be certified by a third party. In complete honesty it's not my strongest of areas. 3. The thing is (and I can only speak for BitStarz) we are not a FIAT focused casino, which means there are limited deposit options in FIAT (and even more limited for withdrawals). Some withdrawal options are also quite limited in terms of what currencies we can send to the player and there might be a conversion taking place depending on which one you use. Again, if I ruled the world I would want to offer all options and make them as simple as possible but we are often at the mercy of the providers we can get. But I do sympathize with what you're saying and all I can mention here is that it's how the situation is and based on that you can make an informed decision on how you want to proceed. Sadly I cannot offer anything better for FIAT withdrawals most likely, but I do recommend crypto as a much better solution. I cannot and won't force you to go one way or the other, but I'm just keen on presenting the options you have and you can choose one that suits you (if you wish). Olle

Hi Astaroth! @Fiekie247thank you for tagging me Would be truly grateful if you could elaborate a bit further as to what you mean here, just so I should interpret as feedback and what should be interpreted as some issue that needs to be fixed. Because when you refer the spins not having a max anything, I presume you mean max cash out? That only applies to free spins you got for free (and isn't part of any official promo where you have to deposit). I think that one I would perhaps take a bit as feedback As for the RTP, we as a casino cannot do much about that as we don't control the outcome, and I also don't know your username at BitStarz so I cannot verify how much your RTP would deviate from the expected RTP (so if you could provide it I'd be happy to look). That said, the RTP is calculated based on a couple of billions of game rounds so it's hard to draw too big of conclusions from the RTP unless it's over a really long period of time with a lot of volume. When it comes to what you refer to as overcharging I also am a bit confused there and would really appreciate some further info from you. As for the payment options available to you we display what the fee is there and that's all we charge from our end (or rather, the PSP is charging). Just to clarify, it's not like we put all the cost on the player as we also pay to the PSP (we should be in the PSP business). So yeah, would be great if you could help me fill in some blanks here so I can clear some things up hopefully : ) Olle

Hi there, Thank you for providing your username so I could get a look into what was going on there. So, we got a message from our game supplier who made the game that you were playing, who said that there was a bug in the game where players were able to bet 0 and still get winnings (which as something you did on their games). When it comes to game malfunctions, all bets on them are void. "4.5. Should the user become aware of possible errors or incompleteness in the software, he/she agrees to refrain from taking advantage of them. Moreover, the user agrees to report any error or incompleteness immediately to BitStarz.com. Should the user fail to fulfill the obligations stated in this clause, BitStarz.com has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification by the user." In this case, we voided your winnings due to the above. There was an exploit in the game and you kept playing it thus the winnings were void. When you're able to bet 0 dollars and still get winnings it's (for me at least) clear that something is not correct. There might be other cases where a malfunction or exploit is less obvious but in this scenario it's kinda not to me... But after this I can also see that your account is already closed due to concerning statements of RG character.... So in this particular case, I don't believe anything additional is owed Olle

Hi ya'll, Sorry for the slow reply and @Fiekie247thank you for the tag : ) If you could PM me your username @Slotfather408 I'd be really grateful. That way I could look into this better and see what's going on. But as others have pointed out here as well, you saying you're an addict is causing huge concerns for me. It causing concerns to the point that this will end up in me going to close your account for responsible gambling. Sorry but I cannot take any chances here. Admitting you're an addict is bad enough and despite the claim that "I can afford it" sadly doesn't make a difference. You can maybe afford it right now, but that doesn't mean you can in the future if you're an addict. Addiction doesn't stop when the money runs out. That said, I have the outmost sympathy for any addict and I strongly suggest you seek help for it. This however will have no bearing on the outcome of the topic for this thread. If we've made a mistake I will of course own up to it and sort it out, so I'd be really grateful if you could provide your details so I can look into this. If we're wrong, I'll honor the potentially outstanding funds but after that (if applicable) I will have to close your account. It's nothing personal, but if you tell me you're an addict, I cannot allow you to play here. Olle

Correct my man, the player deposited 1898 and was cashed out 1898, so no losses rather than the funds that were forfeited to him breaching the bonus terms. So essentially he walked away net 0.

Hi there, I believe heard about your case previously as you made a formal complain about this one which was not gone forward with. Maybe you can also help me clear up a few things too while we're at it. So you mentioned that you were a bit unsure about how casino bonuses work, but you also admit (after this whole ordeal) that you were a gambling addict who lost your rent money. First of all I'm very sorry to hear that and I hope you can get the help you desperately need. Please don't take this the wrong way, but if you've done quite a bit of gambling before, was this the first time you heard about the bonuses in casinos and the wagering? On BitStarz you select on the deposit page if you want a bonus on your next deposit and you selected that you wanted one, hence you received it. If it's the case that you got it by mistake, best thing is to just reach out to us right away and we'll remove it for you, no problem. But if you start playing it become a bit of an issue. I saw you doubled up your balance playing roulette (with high stakes) and then proceeded to wager out the bonus on slots, not going over the 5 EUR limit a single time. But as you were doubling up on table games, you breached the terms of the bonus. I'm not sure how it is in other casinos, but at BitStarz your bonus is locked with your real funds until you complete the wagering and if you forfeit the bonus prior to that, you unfortunately forfeit your winnings. As for the total amount you got forfeited, I think it was 1800 EUR. In all, we refunded your total deposits which means you deposited 1898 EUR and cashed out 1898 EUR. So to summarize, you voluntarily took a bonus, breached the terms unfortunately and you left the casino with just as much as you came in with. As well, based on your remarks about being an addict, we closed your account permanently. I know you can't gamble with us here at BitStarz again as you're an addict, but if you need help with referral to an organization that can help you, I'm happy to refer you. Olle

Hi friends, @spirit_123can you PM me your username perhaps so I can look into this? And to everyone in the thread, thanks for pinging me and I hope ya'll are still staying safe in these interesting times Olle

Hi there, It was a weird case indeed, but happy to share a few details about it. To make a long story short, it was the case of a guy actually stealing the identity and passport of another person and pretending to be him. The reason why he did so was because we believe he wad stolen the funds via some crypto investment scheme scam. Funny enough we were able to locate the real owner of that passport who was most likely the victim who hadn't just had his passport stolen but most likely also ripped off with funds said fake investment scheme, and it was not the same person playing at BitStarz. We reached out to him and told him that his identity was being used online because if that happened to us, we'd like to know too, but naturally the guy was not very happy to talk to us as I believe that he thought we were also some kind of scam (the guy had never heard of BitStarz before). Very sad case, Olle

Thank you so much for having me, guys! Very grateful and humbled to be your first guest

Hi there, Alright, thanks for clearing that up. Now, I think it's quite clear that it's a mistake if you don't take any bonuses what so ever. Because if a player has a bonus ratio of like 0% or 1%, it's quite obvious that the player in question has very little interest in bonuses. In your case, it's a bit harder for us as you do take bonuses, and it's very hard for us to know what bonuses you like and which ones you don't like unless you actually tell us. The freebies (as you call them, which is fair) you need to activate, and the deposit bonuses are added automatically unless you have that selection in your account as you mentioned. Again, there is some responsibility of the player here as well, and I don't think I'm extremely unfair when I say that you also need to make sure that your preferences you set on your account is correct. It's hard for us to know what they are, and we cannot go against your own settings on your account. I mean, if this was a deposit bonus, how come you didn't react when you got 50% extra added to your balance? If I deposit 100 EUR in a casino and my balance is 150 EUR prior to start playing, it's quite clear a bonus has been added. What you could have done is forfeited that bonus immediately, prior to you starting to play, and we would be all good here. But I do feel that you have a bit of responsibility in all this. Once more, you have a setting on your account, and we acted according to your preferences, so I don't think it's fair to fault us for that. Now, it's very unfortunate if that was a mistake, but at least it's a lesson learned. Olle

Hi there, First of all, sorry for the slow reply, but sometimes I don't get the AG notifications for some reason. Now, let's clear some things up In regards to the limit of the PlayNGo games, I've asked our account manager over there to sort it out multiple times, and I thought this was fixed already, so I'm sorry to hear that it's not. But if it isn't, just reach out to me in a PM, I think that's the easiest way to go about it. I mean, I hope I don't come across as an ignorant moron who never listens to players here, and to be quite fair, I don't think that would be in line with my reputation. @Fiekie247, you take a lot of bonuses at BitStarz, as a matter of fact, your bonus release to deposit ratio is 58% for BTC and 65% for USD. Now, I'm not sure which bonus was attached to your deposit, but it's very hard for us to know that you don't want a bonus if you don't have that setting on your account. If it was the case that you never take deposit bonuses, it would make that very hard for us to know right of the bat as the other bonuses seem to appeal to you. As we see you having a very high bonus release to deposit ratio, I would make the assumption that you like them, and unless you stated which bonuses you liked or did not like, I wouldn't know what to look for. As unfortunate as this is, it's also important that you have the correct settings on your account, and if we're talking about a deposit bonus here (again, please let me know which bonus we're talking about), I assume it was a match bonus? Then didn't you react that your balance increased with 50% extra upon deposit? On top of that, all the other bonuses, such as. spins and friday loyalty, you have to manually activate yourself, so I'm really confused here. Olle

@pinnit2015 Hi mate, First of all, I'd love for us to have some sort of easy KYC process prior to playing that could be done automatically (just like when you sign up for a revolut account etc), you just upload the ID, take your selfie, and we're all good. One of the issues that we see with a lot of people who ask to pre-verify accounts is that we get a lot of fraudsters trying to do that. They don't want to get caught after they've deposited their money, and see if they can get away with using the fake docs they have in their possession. By them pre-verifying they know we are clueless as to what they're up to and got a foot through the door. That. would be the reason for us not being big fans of pre-verification. It might be our fault as well that we are not having a better verification system in place and rely on doing things manually. Also, I totally buy your argument as to the deposit fees, hence we're looking into removing it all together Olle

Hi man! Haha. Funny you say that. We did have a guy hitting a 10,000x multiplier the other day (screenshot in the BitStarz competition thread here on AG). I believe you can beat him Let me double check on the max/min bet. I didn't get a reply from our AM as far as I know and I totally forgot Will get back to you! Olle

Hi mate, With FIAT we do full cashouts as well without any restrictions on our end. We do divide them up in smaller chunks for certain payment options (on top of my head in batches of €4,000 each as that's our default limit per transaction for many payment options), but there's no limit on how may of those €4,000 withdrawals you can make. If you would be super lucky however, and win like 1 million or something, we'll arrange for higher limit per withdrawal to make it as smooth as possible. No need to press the withdrawal button a gazillion times, ain't nobody got time for that : ) Olle

Hi guys : ) @pokiewins, thanks so much for choosing BitStarz first of all. I know there are a lot of casinos out there so I appreciate you giving us a shot. Now, I can't speak for other casinos out there as everyone have their own way of doing certain things. However, we have as a policy to only verify when you've requested a withdrawal. I think both us a casino and you as a player have reasons and valid arguments as to why pre-verification or post-verification is the best way to go. For you as a player, I understand that you wish to get the verification out of the way ASAP so you don't have to hassle with documents or wait for a casino to look through all the documents. With that said, our verification process is generally very fast, and once verified you can enjoy very speedy withdrawals as we have an average of 10 minute processing time and we don't cap withdrawals at any amount. If you despite this would be worried that you'd gamble away your winnings pending verification I recommend putting a spending limit on your account until the verification has been done. As for the deposit fees we're looking into removing them actually, and we're currently in the process to see if that's a possibility. As it stands today, the percentage you pay on deposit as fee doesn't cover what we as a casino have to pay to the payments merchants. So we're basically splitting the cost. With that said I am aware of some casinos having fees on deposits and some do not, but we try to make that up by giving more bonuses and other gambling related perks once you play with us Olle