]Edited]: Bitstarz.com - Took back my 19.55 BTC win due to a game malfunction

[globalgamer]

I few days ago I qualified for the Bitstarz Wednesday Free Spin bonus. This is a bonus they have weekly, that you have to make a deposit of a certain amount, and wager that amount, in order to qualify for a free spin bonus. I deposited the required amount (150 euro) and wagered it all, in order to earn 80 free spins. When chatting with their customer service (since the free spin bonus did not show up as it is supposed to in my account) they informed me that they added it while we were chatting, and that I would have to play it on their game called Dragon King by Game Art. I then activated the bonus and played. 

 

I was very exited when during the free spins I won 19.55 BTC! This was my biggest win, and it really made my decade! I then proceeded to play as hard and strategically as possible, in order to convert the bonus to cash through the 40x play through. 

 

After several days I was at around 8% conversation on the wagering, and thins were going well overall. I went from 19.55 BTC to 24 BTC then down to 15 BTC. With 27 days to go I felt I had a chance to earn at least some of this monster win. 

 

Then today I was shocked when I logged in to my account and saw a 0 balance. No email, no call. Just a 0 with no explanation. 

 

I then opened a chat with their service and was told that they cancelled the bonus since I was given the wrong bonus, it should not have been for Game Art games, but instead should have been for other providers, so the win was void. 

 

This is very disappointing for a few reasons. 

 

#1 since I played with the winnings for several days without anyone contacting me to tell me anything was wrong, and I literally spent probably 25 hours playing intensely as a result. 

#2 since I had to find out by logging in and seeing the balance was 0

#3 since I am really sure the only reason they took the funds is because I won big; if I had lost I am sure they would not have given me free spins on other games due to the alleged error. 

#4 since I had stopped playing at other casinos and really trusted Bitstarz, it is a big swing from being one of their fans to suddenly having the honeymoon crushed in the way that gives so many other casinos a bad reputation

#5 I am now concerned on a trust level, since in reviewing their history of big wins around 90+% are from a single player, who must be affiliated with the casino. How else would one player win 90% of the time on all of their 18BTC+ wins? So I have lost trust in them, which means I won't trust them with my $$ anymore. 

 

Given all of this I will no longer play at Bitstarz. I will also complain to their license authority although I am pretty sure that won't get me anywhere. After all their bonus terms pretty much say they can cancel a bonus anytime for any reason, and if you win big, it looks like thats what they will do to avoid risking having to pay it out. I though they were different, but not I realize they are not. 

 

I really question the wisdom of playing with bonuses at all now. It seems its just for fun, not something you can really win big on or count on - high wagering requirements and if you win big they will find a way to cancel it, even if you manage to meet the wagering needed, etc. So much time is spent promoting bonuses for online casinos but whats the point if you really can't come out ahead?

 

For me it was a lot of wasted time, more importantly totally crushed excitement, and the undermining of the whole premise upon which I place my money and trust in an online casino. 

 

 

[globalgamer]

Update to my post...

 

I have questioned Bitstarz further and emphasized its totally unfair to take back the bonus.....

 

why?.....since (1) their customer service told me I had to play the 80 free spin bonus on Dragon King and (2) The bonus itself is called "Dragon King Bonus" (I have screen shots), and (3) I played the bonus as directed by their customer service and won on that game specifically, and (4) I did not violate any of their bonus terms, and finally...(5) this is a bonus I had to play and succesfully wager real money on to earn the free spins, so it is not a free bonus.

 

So now they are saying not only was the bonus itself given in error (they insist it was supposed to be for 80 free spins on other games, not including Game Art), but they are also now claiming the win itself was also an error. 

 

I don't know how the bonus being used on Game Art is a valid out for them....their customer service told me via live chat that it was to be used for Dragon King by Game Art, the bonus itself is called Dragon King Bonus, and when I accessed Dragon King to play it the 80 free spins automatically kicked in on the Dragon King game...so how can all of that be an error? A customer service error, plus a system error, and a platform error, and a bonus title error, and now they are also saying its a payout error as well? Hard for me to believe all of that. 

 

Anyway, I am very disappointed. I just wanted others to read this so that if the same happens with you on Bitstarz, there are no false hopes of the bonus being honored, etc. 

 

Bitstarz is saying they won't give the bonus funds back, but they will give me 80 free spins on another game....I don't plan to accept that offer, not a fair trade off at all. 

[Afi4wins]

Oh geees! That is a very disheartening event indeed, Globalgamer. 

 

You are apparently on a hot winning streak, only to be flushed down with unexpected downpours from the casino. Yes, it's true that the casino can cancel any Bonus promotion at any time, but surely not whilst it is in play?! 

 

They are saying that they gave you the wrong game to play on...which is rather odd indeed! I hardly hear of such errors before. The allowed game/s, or designated game/s, for any free spins offer would always have been stated in the promotion terms, to avoid any errors or misunderstandings. At times, they may even provide a few games for the player to choose from, which is a better option in most cases.

 

Have you made an official complaint to the casino yet, mate?

[globalgamer]

thanks for the quick reply. Well for their weekly 80 free spin bonus it doesn't specify which games in their terms. When they credit the bonus each week, the bonus tells you which games it can be used on in the title. It varies from week to week. They seem to promote various games through the weekly "Wednesday Free Spin Bonus" that you have to deposit and wager to qualify for each week. I deposited 150 euros and had to wager it all which I did, to earn the 80 free spins.

 

This weeks bonus was called "Dragon King bonus" and they said it had to be used on Dragon King (by customer service chat), and when opening the game the 80 free spin banner opened up and the spins began. So its really hard to believe it was the wrong game. I think that argument is 100% false. 

 

I did just complain via AskGamblers.com. 

 

Yes the win streak was great, 19.55 BTC up to 24 BTC! Still had 93% left to wager but with 27 days to go there was plenty of hope. But at the very least it would have been a lot of fun trying and I would rather have tried and lost it all myself then have them just take it. 

[Afi4wins]

Okay, that's good. Let the right people handle this matter for you.

 

In the mean time, I just saw your new thread and am going over there very soon. 

[cocopop3011]

What a catalogue of disasters!! And I have to agree if this was me it happened too I to would be extremely annoyed. Let's see how your complaint progresses.

[ValDes]

I few days ago I qualified for the Bitstarz Wednesday Free Spin bonus. This is a bonus they have weekly, that you have to make a deposit of a certain amount, and wager that amount, in order to qualify for a free spin bonus. I deposited the required amount (150 euro) and wagered it all, in order to earn 80 free spins. When chatting with their customer service (since the free spin bonus did not show up as it is supposed to in my account) they informed me that they added it while we were chatting, and that I would have to play it on their game called Dragon King by Game Art. I then activated the bonus and played. 

 

I was very exited when during the free spins I won 19.55 BTC! This was my biggest win, and it really made my decade! I then proceeded to play as hard and strategically as possible, in order to convert the bonus to cash through the 40x play through. 

 

After several days I was at around 8% conversation on the wagering, and thins were going well overall. I went from 19.55 BTC to 24 BTC then down to 15 BTC. With 27 days to go I felt I had a chance to earn at least some of this monster win. 

 

Then today I was shocked when I logged in to my account and saw a 0 balance. No email, no call. Just a 0 with no explanation. 

 

I then opened a chat with their service and was told that they cancelled the bonus since I was given the wrong bonus, it should not have been for Game Art games, but instead should have been for other providers, so the win was void. 

 

This is very disappointing for a few reasons. 

 

#1 since I played with the winnings for several days without anyone contacting me to tell me anything was wrong, and I literally spent probably 25 hours playing intensely as a result. 

#2 since I had to find out by logging in and seeing the balance was 0

#3 since I am really sure the only reason they took the funds is because I won big; if I had lost I am sure they would not have given me free spins on other games due to the alleged error. 

#4 since I had stopped playing at other casinos and really trusted Bitstarz, it is a big swing from being one of their fans to suddenly having the honeymoon crushed in the way that gives so many other casinos a bad reputation

#5 I am now concerned on a trust level, since in reviewing their history of big wins around 90+% are from a single player, who must be affiliated with the casino. How else would one player win 90% of the time on all of their 18BTC+ wins? So I have lost trust in them, which means I won't trust them with my $$ anymore. 

 

Given all of this I will no longer play at Bitstarz. I will also complain to their license authority although I am pretty sure that won't get me anywhere. After all their bonus terms pretty much say they can cancel a bonus anytime for any reason, and if you win big, it looks like thats what they will do to avoid risking having to pay it out. I though they were different, but not I realize they are not. 

 

I really question the wisdom of playing with bonuses at all now. It seems its just for fun, not something you can really win big on or count on - high wagering requirements and if you win big they will find a way to cancel it, even if you manage to meet the wagering needed, etc. So much time is spent promoting bonuses for online casinos but whats the point if you really can't come out ahead?

 

For me it was a lot of wasted time, more importantly totally crushed excitement, and the undermining of the whole premise upon which I place my money and trust in an online casino. 

 

Please keep in mind that your complaint has been reviewed, accepted and processed by the AskGamblers Complaints Team. Below is the relevant link to your case: 

 

http://www.askgamblers.com/casino-complaints/bitstarz-took-my-19-55-btc-win-back-from-wednesday-free-spins

 

Please make sure to stick to the AGCCS guidelines now when your complaint is officially ongoing. 

 

Also, I strongly encourage you to limit your further statements referring to the complaint within the AGCCS process only, at least until the case is being handled and/or decided. 

 

Let us know in case you need further assistance. 

[Johnnygotthebone]

This makes no sense??? Bitstarz would never do that???

 

makes no sense.

[cocopop3011]

This makes no sense??? Bitstarz would never do that???

 

makes no sense.

 

Rather an odd statement to make Johnny?? This must have happened for the member to submit a complaint?

[Johnnygotthebone]

Rather an odd statement to make Johnny?? This must have happened for the member to submit a complaint?

 

I am sure player in violation of something.

 

Bitstarz is ranked top 3 everywhere. Why would they risk their ranking over a couple of Thousand dollars. Actually, it's bonus dollars. The player would probably lose the wager REQUIRMENT anyway.

 

 

There's something fishy about this claim

[Fiekie247]

I am sure player in violation of something.

 

Bitstarz is ranked top 3 everywhere. Why would they risk their ranking over a couple of Thousand dollars. Actually, it's bonus dollars. The player would probably lose the wager REQUIRMENT anyway.

 

 

There's something fishy about this claim

Can we assume then something is fishy with all your claims? Especially with Royal Panda and your recent complaint about Casumo where you think your RTP dropped because Netent games are restricted for Canadians?

 

You know Johnny you complaint about RTP's and game payouts, customer service etc. about reputable casinos that we always have good experiences with.  You stick to what you think its right, even though we disagree.

 

Now stop being a hypocrite and let Globalgamer have his way for once.

[OlleBitStarz]

Hi guys,

 

I just wanted to give our side of the story here, which can be found on this link.

 

http://www.askgamblers.com/casino-complaints/bitstarz-took-my-19-55-btc-win-back-from-wednesday-free-spins

 

I'm happy to reply to any questions you might have!

 

Olle, BitStarz

[Afi4wins]

Hi guys,

 

I just wanted to give our side of the story here, which can be found on this link.

 

http://www.askgamblers.com/casino-complaints/bitstarz-took-my-19-55-btc-win-back-from-wednesday-free-spins

 

I'm happy to reply to any questions you might have!

 

Mike, BitStarz

 

Well, I have read the long explanation, and I am satisfied with it. 

 

Well done to Bitstarz for solving this technical issue quickly, and well done to Bitstarz too for giving a nice good consolation prize to Globalgamer for all the inconveniences caused to him. 

 

Signs of a very reliable and very good casino! 

[Fiekie247]

Brilliant - I mean 1 BTC is very generous, 730 USD is enough lol. I mean 99% of the time the casino would not even give anything and even if they do give something, you still have a wagering attached it it.

 

So 1BTC without any wagering is good enough for this complaint.

 

Big ups to Bitstars. Well Done.

[globalgamer]

Well Johnny your insults and unfounded statements are not entirely surprising, there are plenty of people in this world with negative outlooks thats for sure. Fortunately I am not one of them. I am very pleased with BitStarz handling of this, given their reply to my complaint. Not sure how Johnny would feel if he was playing and won 19 BTC and then it disappeared. Of course I knew the odds were against me in meeting the play through, as I went from 19.55 BTC to 24 BTC then down to 14 BTC. I was ready to rebound and get it up to 30 BTC but most likely in the end I would have ended up with 0. Still, playing and loosing would have been satisfying (the thrill of the chase) and it would have been completely my responsibility to loose it all, or get lucky and win some or all or more of it in the end. Having it just vanish really did hurt, not sure if Johnny is blind to that or just wants to rain more negativity on this situation but regardless of haters BitStarz in their long and detailed explanation really left me with a positive take on this, and the 1 BTC free and clear is great, as I will use that to hopefully win the 19.55 BTC again. It sounds like it was a malfunction which I had no idea had happened as I had never played this game before, and there were sure a whole lot of wild dragons showing up and winnings, and I have never fully grasped mBTC and BTC denominations, etc. I usually play in Euro but Bitstarz said this bonus would have to be in BTC so I accepted that happily but really am not a mBTC expert. Anyway after the wins I searched online and found someone who had won around 22 BTC on around 100 euro of betting on this game, so it seemed I was not the only one who had turned a small bet into a big win on this game. 

 

So regarding Johnny's statements its all utter nonsense, but as far as BitStarz I am happy with them and am going to try to turn this 1BTC into something much bigger. 

 

In my opinion their handling of my complaint was a best in class customer service experience. 

[cocopop3011]

Well Johnny your insults and unfounded statements are not entirely surprising, there are plenty of people in this world with negative outlooks thats for sure. Fortunately I am not one of them. I am very pleased with BitStarz handling of this, given their reply to my complaint. Not sure how Johnny would feel if he was playing and won 19 BTC and then it disappeared. Of course I knew the odds were against me in meeting the play through, as I went from 19.55 BTC to 24 BTC then down to 14 BTC. I was ready to rebound and get it up to 30 BTC but most likely in the end I would have ended up with 0. Still, playing and loosing would have been satisfying (the thrill of the chase) and it would have been completely my responsibility to loose it all, or get lucky and win some or all or more of it in the end. Having it just vanish really did hurt, not sure if Johnny is blind to that or just wants to rain more negativity on this situation but regardless of haters BitStarz in their long and detailed explanation really left me with a positive take on this, and the 1 BTC free and clear is great, as I will use that to hopefully win the 19.55 BTC again. It sounds like it was a malfunction which I had no idea had happened as I had never played this game before, and there were sure a whole lot of wild dragons showing up and winnings, and I have never fully grasped mBTC and BTC denominations, etc. I usually play in Euro but Bitstarz said this bonus would have to be in BTC so I accepted that happily but really am not a mBTC expert. Anyway after the wins I searched online and found someone who had won around 22 BTC on around 100 euro of betting on this game, so it seemed I was not the only one who had turned a small bet into a big win on this game. 

 

So regarding Johnny's statements its all utter nonsense, but as far as BitStarz I am happy with them and am going to try to turn this 1BTC into something much bigger. 

 

In my opinion their handling of my complaint was a best in class customer service experience. 

 

There's no doubt in my mind if this had happened to johnny (the malfunction and winnings void) he too would be opening a complaint!

 

Anyway, I'm really happy this has ended well for you! I think your crazy for not cashing out now     But best of luck in making your 1BTC into even more! 

[ValDes]

Johnny, keep in mind that all your posts from today have been removed due to violation of the AskGamblers Forum Rules by throwing insults and totally unjustified accusation against another forum member. 

 

This is not the first time when you afford similar behaviour and as a result your account is being suspended for a month. Hope that will help you reconsider the way you are 'judging' so easily other people...  

[ValDes]

Since it is now obvious this unfortunate issue has been resolved to player's satisfaction this topic is being closed for further discussions. 

 

P.S. The topic title has been changed accordingly of course.