BitStarz— player complaints: 260 in English

Deposited over $4,000 USD the past couple weeks,never won anything - which is fine,but they gave me a 100 free spins,I won and wagered over $2500 (so I hit their wager amount) and then they refused to pay,and locked my account.

I have uploaded everything they've asked for and they still want more documents

My dashboard stated that ZERO PERCENT of my 20 mbtc was being held by active bonus. I withdrew 18 mbtc. As soon as I clicked on my verification email, my withdrawal was cancelled and 16 mbtc was removed from my account. Bitstarz is saying it was because of Friday loyalty bonus. But I had exhausted the tiny bonus HOURS BEFORE winning. Now they won't give me my money back. I need help.

I am a problem gambler and i used to frequent a number of online gambling sites in the past. I have since excluded myself from most landbased and online casinos. Amongst them being bitstarz.com casino. On 28/10/2019 i request a permanent self exclusion from the bitstarz website. Over the christmas period just gone, while dealing with a death in the family, i found i was able to reopen my old bitstarz account and subsequently lost 30k in the space of two weeks. I have challenged bitstarz as to why i was able to just reopen my old account with having previously requested a permanent exclusion and requested they refund my money. They have stonewalled me and are insisting with the lie that i only requested a six month exclusion despite my having their email from back in 2019 that clearly says my exclusion was to be permanent. They claim there was an error with the email, that i only requested a six month exlusion and the email 'failed to update'. They have subsequently closed my account again, supposedly permanently. I have record of their acknowledgement that my initial self exclusion request was permanent and copys of all my transaction history with them and was hoping the pogg could interced on my behalf

Hello there, iam concerend of my last experience on bitstarz. I have recieved a free spins bonus. I have won 0,07€. On that time i had my real balance around 0,17€ so i made one spin on 0,20€ bet getting lucky bonus that turned into like 10€ ish ( if i count any sort of wagering 2,8€ but at this amount when bonus is not even able to cover min spin 0.10 its not counted as a bonus fund ever) Once i finish wagering comes time when system automaticly cuts winnings exceeding max win cap and i decided to continue play and try my luck... When i capped max win of i have checked my balance and it was able to cashout but i wanted to keep playing. I would never expect i would have to to cashout this money and redeposit to be able win more that is absolut nonsense and terms and conditions are absolutly not clear in this case. Once i was lucky again and win big i have decide to make cashout of 1000€ which got in short time discarded and i was left with 200€ on account. Once i talked to support i was explained why was the money removed but as i mentioned above there is several reasons why i don´t agree with the result. - when i made the spin that affect whole game from the amount of 0,20 my real balance from last deposit were 0,17 which coveres 85% of the bet - the funds were registered as real money able to withdraw whole time when i was playing - if i would consider wagering of amount won from free spins the winings didn´t exceed cap of winnings from a no deposit bonus as per terms but since the winning was not enough for a min bet spin of 0,10 € it is not even considered as a lock bonus if i am not mistaken - no matter what i would accept as per my partial from my previous funds to be able to withdraw 85% of those winnings instead of giving me 200€ as sort of compensation that is ridiculous if i compare i was about to withdraw 1300€. - i don´t see any advice that would tell player once you reach cap no matter of wagering don ´t play anymore and do the withdrawal otherwise your winnings will not be counted anymore...once you play with real balance you are not expecting there will be some fortification process anymore this happens when i would have 300€ while i finish wagering and got cap the winnings by that time and since i played on like other 30 websites the process was on 100% of these sites automatic once you finish wagering. so dont know why in this case player would be forced to withdraw money and redeposit with card if they are about to continue. Since the money are withdrawable there should be any more restrictions in any ways it make no sense.

Bitstarz knew i was from the United States because I had complained many times and I included my country of residence.in tsome of the complaints. They allowed me to sign up and deposit even though I am from a restricted country. I was away of Netnet games because they put that at the top of their terms clearly but they hid the terms of the United States not able to play at all way down on their terms. It wasn't until I had re read it numerous times that I saw it way down on the bottom. This does not makes sense and why does a multi million dollar company [EDIT]. They take money for games that I cannot even win from becuase of KYC and they could have prevented it from the beginnning by not allowingf united states IP addresses form signing up like other casinos do. This is clearly a trap and one they intend and just did capitalize on in my case. [EDIT] They knew I was from the USA I stated it numerous times to their staff before making numerous deposits and they purposely withehld the information hoping that I would deposit and try to withdrawal and be denied. This is disgusting behavior from what is supposed to be a respected and awared name in the casino industry. They refuse to refund my money saying that I already played with it even though it was invalid from the beginning. This is gross.

Yeah i had enough deposits at this casino to see its just too controlled. I barely ever won anything. Im talking thousands of spins!!! i won once and i made the huge mistake of sticking around! Omg I should have know the reclaim would get me right away just like after every little win i had. This one was big so it took like 200 spins of losses all the way down. The more i win the more i lose with Bitstarz. It is a disgrace of a casino. It must have got awards from people who like to see people lose and only lose.

Hello, on 29.09.2021 at roundabout 4.22 a.m. i have deposited with an ecovoucher code: [EDIT] with serial: [EDIT] (value 100,- Euro) at bitstarz.com. All was fine until finalizing. A message appeared, that there was an error and i should contact support. Value was not credited to my balance and the voucher is fully charged now. Ecopayz says the code was credited to my bitstarz account and bitstarz says there was no deposit at 4:22 a.m. Ticket number at bitstarz: [EDIT] Ticket number at eco: [EDIT] One min later i redeemed it unsuccessful at bitstarz.com with an error message. I do not understand why it is so difficult to check payment operators account "dama" in the above mentioned timeframe. The deposit must be seen there. The only thing they have to do is to connect it manually to my bitstarz account. If you need more information, please let me know.

July 18th, 2021 12:26 pm to 12:28 pm “Book of Fortune” A total of 6 spins in which the reel outcome I was presented with produced significant wins. 12:26 pm Game ID: 11451857613 10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row Result should have been 45,000 wins, instead I received 0 12:27pm Game ID: 11451868974 10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row Result should have been 45,000 wins, instead I received 0 12:27PM Game ID: 11451871760 7 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row Result should have been 31,500 wins, instead I received 0 12:27 Game ID: 11451874971 10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row Result should have been 45,000 wins, instead I received 0 12:28pm Game ID: 11451889658 10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row Result should have been 45,000 wins, instead I received 0 12:28pm Game ID: 11451892745 7 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row Result should have been 31,500 wins, instead I received $1.5 (Refer to Fortune Spins 1-6, Paytable, Paylines) July 18th, 2021, Created a ticket through the Bitstarz Casino live chat support. Provided screenshots of 4 of the wins to support my claim. (refer to Live Chats) The days following, I continued to make deposits and play. Aug. 8th,2021, When cleaning out my email I came across a response email to my claim that was originally sent on July 19th, informing me that the game paid me out accordingly and the case was now closed. (Refer to Followup Chats) Aug. 10th, 2021, While playing at the casino, the game would glitch, malfunction, skip, and finally froze. When I logged back into my account and reloaded the game, my balance was smaller that what it had been at the time of the game freezing. Frustrated, angry, and tired I sent my VIP manager an email requesting to close my player account. I made the decision after everything that enough was enough. This email resulted in several exchanges between myself and my VIP manager. The screenshots of our correspondence with each other from that night has been submitted. (Refer to VIP chats) He told me I was wrong, and when I asked how? I never and still have not received an answer. I would like to point out that [EDIT], nor the game provider, nor any of the agents that I had spoken to regarding this have ever mentioned anything about a glitch, malfunction, nor have they offered any kind of explanation that would give a clearer understanding how my screen shows different than what the system they claim recorded. The answer I’ve been given is always the same “I’m wrong, the game paid accordingly “How is it that I can lose thousands of dollars consecutively, daily, repeatedly, and every loss is correct. The minute I roll a large major combination, suddenly I’m wrong. I have deposited an extremely large amount money over the years into this casino, loosing most of it. (Included I’ve submitted transaction history refer to Trans history). I earned the VIP status early into my playing days and maintained it up until I closed my account. I’ve reported discrepancies regarding calculations three times. The second time is discussed in the correspondence between myself and [EDIT] (refer to VIP Chats) It wasn’t investigated until I asked to close my account by [EDIT], there’s not much I had to say regarding that because it had been so long ago and the exact details and factors I couldn’t recall fully. The day it happened though; I had reached out to olle who directed me to instead seek support for the issue from live chat. (Refer to; Prior inacurracey), of which nothing came of it, because I didn’t provide information requested. Oddly enough the info they wanted I had already provided twice in the same chat just moments before all they had to do was scroll up and read my last message. Instead, they tossed my complaint. (Refer to VIP Chats 1). Unlike before though, I was diligent, and screen shot my results as it happened. What more can I do to protect myself as a player when pictures, apparently are not enough? My history with the casino which includes the significant amount of money I’ve invested and had continued to invest have no bearing on my credibility in these types of scenarios. Its so redundant how when a problem arises and discrepancies are noted or disputed its always the player who’s wrong, labeled a scammer, and dismissed like a junkie trying for a fix. As though the problem couldn’t possibly arise from the casinos side of things. I don’t know why the casino system records differ from what was portrayed to me via my phone. I don’t know why Bitstarz refuses to acknowledge the proof so that a proper investigation can be conducted to figure out why this has happened. I know that I am not wrong, I have no control over the software, and I cannot manipulate the reels. Which can only mean the problem lays with the casino, therefore they are responsible for honoring the pays associated with these spins. Not just take my money. Tell me I’m beat. That’s the definition of unfair gameplay. Its also the responsibility of the casino to find out why this is happening so that they can fix the issue for the system records and the players experience correspond with one another producing matching results. ***Game play transaction for Book of Fortune is Submitted under “BOF GP”***

I did not realize you could not have more than one account. I closed my account ONLY to use a different email address. I used NO bonuses. A pop up came up when I did this saying I could not use bonuses since my ISP showed another account. That told me it was okay to just change emails and open another account with my new email address. They allowed me to deposit over and over with no problem UNTIL it came time for a withdraw. They closed my account and [EDIT] all my winnings and deposits.

  On March 27th I deposited approx 1 ETH. I quickly got my account to over 10 ETH and went to withdrawl. Upon attempting to withdrawl I was denied then moments later my account was back at 1 ETH. Tried talking to customer service. They were very rude and aggressive and told me I wouldnt be getting the jackpot I won fairly and legally. They have blocked me on all forms of communication and will not come to resolution. Disputing with every site first before I take this to court. Have evidence of everything!  

Since making the account deposited multiple hundreds of dollars to play and to not be a winner of any game or any features is simply a outrageous outcome even while betting as little as 10 cents and losing upto $30 spinning that low is simply RIGGED and is [EDIT].!! I have played alot of different casinos and simply BITSTARZ is the no.1 casino the is the most DODGY and RIGGED I have ever played at out of over 100 different ones!!! Quiet frankly it should be the no.1 casino to be on the black listing to avoid at all cost on SIGNING UP to play and being [EDIT]. REVIEW RATES FOR BITSTARZ CASINO IS definitely a MINUS10 out of 5 stars. WORST ONLINE CASINO TO PLAY AT ON THE GLOBAL MARKET..!!!! [EDIT]

Good day I have an issue with BitStarz Bitcoin Online Casino. On the 28th of December 2020 I requested a withdrawal after making 5 deposits into my BitStarz online casino account. In total it was 9.89678893 BTC. Here is the Bitcoin Address I paid to and the Blockchain link showing the transactions. Address: [EDIT] [EDIT] During my gambling session, I won roughly 30 BTC. I made a withdrawal request and shortly after I received an email from [EDIT] at from BitStarz Support (Ticket #W82TG) asking for Verification Documents. I then sent what they requested. - A copy of my passport. - A photo of my face (selfie) with my government issued passport with a paper with the word Bitstarz and the date. - My proof of address. Doing that already made me uncomfortable because the whole reason for using Bitcoin is to stay anonymous. However, I did as they requested. Later that day, I received a phone call from one of the Bitstarz support / finance department personal. I have spoken to him and he seemed satisfied. Yes, after all of this, they reversed my withdrawal. I had over 40 BTC in my account. During some more gambling, I have lost and my remaining balance was - 22 BTC. After this, I received an email saying that they are blocking my account until they are satisfied with my verification. Which I've already sent to them. As things stand now, my account is blocked. I cannot get access to the - 12 BTC I've won, not even my own 9.89678893 BTC that I have deposited. After numerous emails back and forth, I have requested that they return my original 9.89678893 BTC to the original address that I've sent it from. In turn, I received an email saying that they have seized the BTC. In my layman understanding of this is that they are not satisfied with my verification and refuse to return my original BTC to the original address it was sent from. In other words, [EDIT]. I have done what they asked and they still are not satisfied. I humbly request that you assist me in this matter. 9.89678893 BTC is a lot of money that I cannot just write off. They said something in one of the emails about AML legislation etc which is absolutely ridiculous. All I ask is that they return my original 9.89678893 BTC to the addresses it was sent from then there is no AML issues at all. Yes, they refuse and by the looks of things [EDIT]. I really hope that you would be able to assist me in this matter. Kind regards,

Having previously self excluded from this casino and multiple other direx affiliates I was allowed reopen an account with bitstarz without any difficulty or discussion about responsible gaming and promptly lost a large sum again. As a vulnerable compulsive gambler who previously self excluded I should nit have been enabled to reopen the account

Hi, Before joining BitStarz casino i browsed the games available and found two that I had been looking for namely Crazy Time & Dream Catcher by evolution games. Given they were available I signed up and deposited $50. I then spent considerable time trying to locate them to no avail and reached out via live chat and was connected with [EDIT]. I asked the question about why i could not locate the games and [EDIT] responded that Evolution games no longer accepted my currency. [EDIT] went on to suggest using crypto currency as an alternative. Feeling this was not right I checked the FAQ and Terms & Conditions and found the FAQ specifically mentioned "All games are available in the fiat currencies, however some providers are not available when using cryptocurrencies." Located in the Casino Tab as the answer to "Are the games available on all currencies?" [EDIT] was unable to help further other than to say "It's a recent update from Evolution where they informed us about a month ago." referring to my currency not being accepted. As i joined BitStarz @ 10:55am GMT+10 15th Oct 2020 and made the initial complaint via live chat @ 11:53am GMT+10 15th Oct 2020 and have made this complaint @ 1:30pm GMT+10 15th Oct 2020 I request my account be permanently closed and the $50 i deposited refunded to my Visa Card without delay. I have attached screenshots of the games being shown available on the website prior to logging in, a screenshot of the FAQ i refer to in this complaint, the chat transcript between myself and [EDIT] which includes timestamps, and the welcome email i received showing the timestamp i refer to, and finally a copy of the email i have sent to [email protected].

Hello. I registered yesterday, 04.10.2020, at BitStarz and took their free deposit spin. I wagered already yesterday evening, and had winnings for 1001,53 NOK that i planned to withdraw today. I uploaded my documents for verification and pushed the button Withdraw. Because i saw there was no option for me to withdraw the money to my Skrill account, i contacted the support. Everything was wery nice. The support told me to deposit from my Skrill to open up for that withdraw option. Ok, i said, i do that tomorrow, but is it possible to put the money back to my account to be there until tomorrow. Yes, no problem said the support. 2 seconds after all my money was gone. I contacted the support again, and they startet to accuse me for having multiple accounts and breaking their rules, so they had confiscated all my money! What??? I asked for proof, nothing. i asked several times, nothing. They just [REMOVED] my money in about 2 minutes, right in front of my eyes! I am alone. I am the only one using my mobile phone and computer. I have never played in one of their sister casinos. I have not broken one single rule.

Ive now caught bets and/or balances being controlled /rigged on games by 3 different providers. Only now, I have hard evidence in the form of video to prove it . I would like my BTC back bitstarz/ mbit/bitcoincasino.us, Approximately 33 seconds in he or she comes in and accidentally REDUCES my balance after a win . Every win thereafter is added wrong and I either end up with too much or too little in my balance. Then at the end of it all the casino just decided to take away 80% of what I had. I have the video and spreadsheet of bets and the balance I had after . Cells marked in red represent the errors. This [EDIT]

I requested to be paid out on my $90 of winnings and this casino refuses to pay me. They tell me that they need me to submit my ID and transactions proof. I have sent this to them and then they said they did not get it. I sent it a second time and they are still refusing to pay. Their emails and previous messages say that I will be paid when they receive the documentation that I have already sent twice. Today they now are saying that I must "take a selfie in front of today's newspaper and then sign it and send this" First of all I haven't bought a newspaper in years (who does anymore) and second I don't even have a cell phone. I am a 78 yr old lady who is now being cheated out of her winnngs!

I won $3900 on the casino and have them all the information they needed to do the withdrawal the first one didn't work cause of the bank details being different then on there file, even though the bank accou t I gave them last night was the one that my card I used to put money on the casino account and they sent me a email saying it payment method approved, they then said I had to do a different way of withdrawal claiming I put the BSB and acc number in the same section which is bull crap cause I know you can't submit the form without the boxes filled in, so then I chose there card payment so they would put it back on the card I used to deposit with cause it was already registered on my account and approved.. I play in the casino on the pokies and didn't have much money left in my account I went to the toilet come back grabbed my phone to keep playing it was up by $3920 I though I won the jackpot so I kept on playing I burnt through that and hoped out of the casino to check if it's all good and they had manually disgarded my withdrawal claiming my bank wouldn't except the money but I called my bank and there is no block or anything to stop them depositing onto my card, then I check my emails and they said they have cancelled it and I need another form or bank account to put the money into as my cardvdoesnt accept the money, yet they emailed me saying that card is approved.. I had no idea they were my winnings and I also think they should not be allowed to recall my funds to my account when I've requested a withdrawal no matter what the issue is they should wait till they speak to me to resolve the bank card issue, which there is not one at all.. if they had waited for me to check my emails and got back to them then they could have cancelled it instead of funding someones account whilst playing knowing it could cause confusion.. There are saying it's not there fault blah blah blah I know why they done what they done and why they are just ignoring what I'm saying too them, the whole reason for me getting the withdrawal started was to put the money so it can't be used If this is something you can help with let me know if not I'll just have to write it off just seems they have an answer for every thing

A few weeks ago I was playing on the bitstarz casino and with my first deposit I got a bonus of $150 and I know all about the max bet and I wasn't gonna be able to wager the right money for that deposit so I just started doing ridiculous high bets till I had no money left, I added another $85 and pressed I Don't want to receive a bonus for this deposit then started playin on $5 bets cause that was the last of my money as i found out last hu the casino you have t save that setting in the cashier for no bonus or it doesn't work, so with out me realising I was given anothe bonus of only $47 I think and turns out need to be wagered to $1900 I stayed on $5 bets for around $150 and for up to $5500 then changed my bet to $50, it states in there t&c that you can not bet over the max bet until you have met the wagering requirements they are trying to say I did bet over the max bet but I have a bet transaction from the casino showing exactly were the $85 I deposited was used and were the deposit started and finished and through that whole time I was on $5 spins anything after the requirements being met is at my discretion, they didn't even tell me what the go was untill I put my withdraws through then my money disappeared and they keep saying flat out I didn't do the right thing but it's in black and white I did even though I didn't realise I had a bonus I'm j st lucky I stayed in the bet range,I have all the proof that's needed I have tried to talk to them constantly and just get told I done wrong, I'm also aware that when you go to withdraw funds it won't let you with draw funds that are bonus funds so when I went to in the withdrawable funds section I had around $14K I withdrew 2 lots of $4K and was gonna take the other $5K out when I could again.. there is no max winning or anything so I kinda think there just coming up with excuses to not pay out and it's not fair, if you need the pdf stuff I got bitstarz to send me im more than happy to show you the ones and explain it, I really hope my case is strong enough for your time I know bonus ones are a tricky one but I can assure you I did not break an of the rules and I can show you and so you know I'm not aisting the time..