Bitstarz Removes 3.45 Btc Balance According to Breaking Bonus Terms

[shecansayyes]

I am a big player of bitstarz. I deposit big, bet bigger. Last week i lost 2.54 btc. They credited my account with 0.25 btc loyalty/cashback bonus.

Then i started to play. I played one slot with 0.024 btc. I hit about 2btc win. Then i lowered my bet to 0.012 btc. I get bored, then i played with 0.03 and 0.06 btc. Most of my winnings come from my first 0.024 btc bets.

Then i finished bonus rollover. Requested a 3.45 btc withdraw. They cancelled it and they removed my entire balance. Their claim is " You broke our rules by betting over 0.025 btc ". 

I respect their rules. I did not know that rule. However while most of my winnings comes from 0.024 btc bet, they remove whole balance. 

I feel scammed. They could remove my bets over 25mbtc (both wins and loses comes from that bets) then remains my balance with comes from 0.025 below bets. Then i could go on to rollever bonus amount.

[cocopop3011]

I am a big player of bitstarz. I deposit big, bet bigger. Last week i lost 2.54 btc. They credited my account with 0.25 btc loyalty/cashback bonus.

 

Then i started to play. I played one slot with 0.024 btc. I hit about 2btc win. Then i lowered my bet to 0.012 btc. I get bored, then i played with 0.03 and 0.06 btc. Most of my winnings come from my first 0.024 btc bets.

 

Then i finished bonus rollover. Requested a 3.45 btc withdraw. They cancelled it and they removed my entire balance. Their claim is " You broke our rules by betting over 0.025 btc ". 

 

I respect their rules. I did not know that rule. However while most of my winnings comes from 0.024 btc bet, they remove whole balance. 

 

I feel scammed. They could remove my bets over 25mbtc (both wins and loses comes from that bets) then remains my balance with comes from 0.025 below bets. Then i could go on to rollever bonus amount.

 

Hello shecansayyes and welcome to the forum.

 

From what you have said this is yet another 'max bet' violation. I don't know why all of a sudden we are having loads of these cases coming in at the moment!

 

Stated in their terms and conditions will be their max bet rule when playing with a bonus. I understand you say you didn't know this rule but unfortunately when you sign up to the casino you agree to their terms and conditions, this means you are bound by the max bet rule as being one of their terms. I can only assume like lots of other players you didn't read this particular term,

 

I'm afraid since you've broke the max bet rule a complaint wouldn't suffice.

 

[shecansayyes]

Dear cocopop3011

 

Thanks for your reply. However that picture you've shared is the "real problem". According to that terms, i am fully right. Because bonus amount was 0.25btc 30% of that is 0.075. 50 bets of 0.06 would not therefore be in breach of the terms. 

 

They know this and they based their claims on another terms. http://i.imgur.com/yGNeqNY.jpg 

 

Is it normal for any casino have 2 different "conflicting" terms and conditions?

 

What can i do now? I submit a complaint, however i forgot to add this attachments. Should i open a new complaint, or can you add them?

 

Thank you

[cocopop3011]

Dear cocopop3011

 

Thanks for your reply. However that picture you've shared is the "real problem". According to that terms, i am fully right. Because bonus amount was 0.25btc 30% of that is 0.075. 50 bets of 0.06 would not therefore be in breach of the terms. 

 

They know this and they based their claims on another terms. http://i.imgur.com/yGNeqNY.jpg 

 

Is it normal for any casino have 2 different "conflicting" terms and conditions?

 

What can i do now? I submit a complaint, however i forgot to add this attachments. Should i open a new complaint, or can you add them?

 

Thank you

 

I'm afraid I don't deal with complaints so I can't add it for you, can you not reply with this attachment. What was your highest bet 0.024?

[ValDes]

Hello shecansayyes and welcome to AskGamblers. 

 

Have just had a look at this topic and must admit you don't have a case here. Sorry to be the bad messenger here, but rules are rules and must be followed once accepted.

 

If you believe BitStarz applies 'conflicting' terms and conditions, please feel free to post these here along with your point of view.  

[shecansayyes]

Hello

 

Thank you for your interest about my case. Let me explain "the conflict"

 

According to terms on here https://www.bitstarz.com/terms Casino states that  Please keep in mind that as per the Bitstarz Casino General Terms and Conditions which you accepted on a free will upon registering at the casino, you are not allowed to place bets in excess of 30% of the bonus amount. 

"Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings." 

 

In my case, bonus amount was 0.25 btc. My max bet was 0.06 btc. That is not %30 of bonus. It is just %24 percent. 

 

However casino removed my balance according to this term "it can be found on promo page on bitstars" https://www.bitstarz.com/promotions "Until the play through requirements have been met, the maximum bet that can be placed is €5 or currency equivalent for other real money currencies. When it comes to Bitcoin players the maximum bet is 25 mBTC (0.025 BTC). This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black."

 

It is clear that they have 2 different terms about their bonus terms. And both of them are in conflict. One rule states that max bet with bonus is %30 of the bonus amount (while i am fully right according to this term) other one states max bet is 0.025 btc.

 

In other mail, you said that my complaint rejected. After these infos will you proccess my complaint, do i need to open a new ticket, or this message is just enough?

 

Best regards

 

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[ValDes]

Please keep in mind that these two terms are not in a 'conflict'. This whole 'issue' is actually pretty simply and clear:

 

1/ You accepted a cashback bonus. meaning you agreed with the general bonus terms applied by BitStarz casino.

 

2/ You placed a bet/s in a direct violation of term #12 from their General T&Cs by making a spin/s worth 0.06 where the max allowed stake is just 0.025. 

 

3/ Since you violated casino bonus terms, they applied term #16:

 

"All withdrawals will be subject to an internal audit before being processed. BitStarz reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to same."

 

4/ It was clearly your fault for not following the general bonus terms and conditions you accepted on a free will when accepting that bonus. Learn your lesson, accept the facts and move on.

 

P.S. If you still believe the terms are unfair or 'conflicting', please keep in mind that you could request further assistance on this matter from the relevant licensing authority directly.