BitStarz— player complaints: 260 in English

Hi there, we had resolved a complaint with bitstarz due to selfexclusion here before. At that time I had received an email that stated if i continued to play, i would not be refunded and casino will not be held liable for my losses. ( the email is in the livechat transcripts and i can forward it to you) so i agree and i have played there for 4 Months with hundreds of deposits and withdrawals. One day i had won 4000 and had no problem withdrawing. I still have lost more than i won ( again i agreed to it taken responsibility). I had talked to chat support several times over my months playing there. Once last week even talked about how to join vip since i deposit so much and they told me to keep playing and if i play enough they will contact me. I have received loyalty bonuses, free spins, and special offers in my emails. They have obviously looked at my account before. Well today I won 2500 and hit cashout and my account was closed and refunded my deposit. I tried having a chat, showed the email i was sent after case resolved previously ( which wasnt first account there but once again agreed as long as other accounts were closed per my request, which last ones were, new account is fine) It is more of an ethical thing, now they want me to believe after 4 months and 10s of thousands of dollars in and out, that now it is a problem, and conveniently took my biggest win of over 2000x. Like i said i have cashed out more than this in a day even though i always ended up giving it back but after i showed him the email, he conveniently chose to look at his way and not how it looks to the player ( might be on purpose). 4 months of taken responsibility for losses, and i thought an agreement to be responsible for my losses, including receiving emails from [EDIT] for my loyalty bonuses, special offers, and freespins, and speaking to chat teams several times who have had to look at my account. I just believe it to be unethical, as i honored my word not to hold them liable for my losses, i wish they would hold up to their end of it. Thank you for your time. Please update me on how to email you attachments , Live Chats, screen shots of deposits and withdrawals since february, conversations with support, emails from [EDIT], and the past email stating if i continue to play they wont be liable. Thank you for your time

This whole nightmare started on Saturday, 18 April . I have registered with Bitstarz casino to play Live Roullette. Never had an account with them before but I heard only good things about them. So , I created my account and deposited as follows: 0.0763 btc , played roullette and lost 0.0733 btc , played roullette and lost 0.1225 btc , played roullette , hit some lucky spins and reached a total balance of 0.539 BTC After the winning bets I decide to withdraw my deposit winnings. After submitting the withdrawal request, I was asked to submit my ID and a proof of address, which I uploaded to my account. After that, I was asked to upload a Selfie, holding my ID and a newspaper on which I have to write Bitstarz and the current date and signature. This is when the nighmare begins. Being in isolation and living around 20-30 km from the nearest city, I didn't have a newspaper in my house, since it is 2020 nobody uses newspapers anymore. I got in touch with their Live Chat and explained that to them and asked them if I can replace the newspaper with anything else. For 2 hours straight they told me that this is not possible and kept repeating the same thing , even suggested me to order a newspaper through post . Now of course I got very angry because I am treated like this because nobody asked me for nothing when I made my first , second or even third deposit. So basically it's ok to loose or donate money to them, but it's not ok to win and withdraw your money. After nobody from their live support was able to help me I have contacted their team through e-mail, asking them the same thing, if they can help me to verify my account without the newspaper. I got the same response over and over again. I have gone through their Terms and Condition and first of all, they say additional verification procedure is required for amounts over 3 BTC or cumulative withdrawals exceeding 7 BTC. My withdrawal is not close to these amounts. Even if it was, there is nothing mentioned about Selfie with newspapers in their Terms and Condition After waiting 2 days, I have asked through my neighbours for a newspaper, sent them the required picture and the answer I received was that I edited the picture and that all my money has been confiscated. PLEASE HELP ME TO RECOVER AT LEAST MY OWN BTC SENT TO THEM FROM MY OWN WALLET.

Fact 1: I admit that I have a severe gambling addiction. That is why I self-excluded from all online casinos where I played at in the past. Fact 2: I had also self-excluded from Bitstarz (run by Direx N.V.) some years ago. At that time I was still using my old email address ([EDIT]). Fact 3: I also self-excluded from Casinochan (another brand run by Direx N.V.) on April 7th, 2020. I attach proof below. Fact 4: Seduced by a promotion, I registered a new account at Bitstarz on April 9th, 2020. I registered it with EXACTLY THE SAME credentials as my Casinochan account (SAME email, SAME name, SAME date of birth, SAME postal address, SAME ZIP code). This new Bitstarz account also had EXACTLY THE SAME credentials as my old Bitstarz account, except that I am not using my old email address ([EDIT]) anymore. Reason: I received too many spam emails to this old email address. Fact 5: I asked Bitstarz to refund the deposits made into my new Bitstarz account (2700 Euro), because I had self-excluded from Bitstarz many years ago AND because I had also self-excluded from Casinochan (run by Direx N.V., too) two days before registering my new BITSTARZ account - having used exactly the same credentials INCLUDING THE SAME EMAIL ADRESS. I now kindly ask THE POGG to step in and request a refund on my behalf. Thank you, PROOF THAT I SELF-EXCLUDED FROM CASINOCHAN ON APRIL 7TH, 2020: I received the following email from Victoria (Casinochan) and still have it in my INBOX folder: Von: [email protected] [[email protected]] Gesendet: Montag, 13. April 2020 02:47 Betreff: Re: Ticket #8OU5D: account Dear Player, Your account was Self-Excluded on April 7, 2020. Best regards, Casino Support Team

Good evenings, I have problems with Bitstarz. I've been playing with them for around a month, always loosing, as usual. But yesterday I hit a winning, not too much (EUR 220 in total), but hey, it's my money. After requesting cashout they congrats me and ask to verify my id. I have to add that I always used crypto to deposit and play. I tried to deposit with my virtual cards (safer and easier nowadays) from my banks, but transactions get declined one after other. So, I never deposited using those cards. I have to say, also, that those cards extended by my bank are temporal (they last only few hours and then get destroyed). Ok, so, I tried to deposit using my virtual cards, never gets an approved, so I forget about it, and cards get destroyed as I told you. Two weeks later, when I hit that win, and after paying my money, they decided to ask also photos of that cards. Why? Why the cards if I didn't deposited with the cards? There's no risk for Casino, there's no need to ask for that because it's a deposit method I didn't used. Anyway, if they think they'll have to ask for those pics, they could asked right after the deposit try, because now, 2 weeks ago they magical decide they need it. I answer their emails, sent photo of my ID, selfie with ID, utility bill, and I send photos of my credit cards (physical ones, which I never used to try to deposit because I use virtual ones). They reject the photos of cards and ask photos of the used cards. I told and explain them about this situation, I also sent an screenshot of the bank app with my name on it and screenshot of the cards I used (not the same ones because as I said they were destroyed/deleted by the bank). And there we are, they are not responding my further emails.I need to have a response and solve this. I know it's not much money but it is for me. I told them u don't want to use card deposit in future, I just tried but later I called the bank and they told me that it's because is a Casino. So, in conclusion, I need a response and I want my money back. I didn't break any rule. I tried to deposit with my virtual cards, deposits gets declined, so no money gets into casino account nor get out of my bank account. So, there's no past, actual nor future possible damage. Secondly, if they thinks it's so important, why didn't they asked for the photos right after the deposits get declined? That's why I'm angry and assolated. Please I need help. Thanks. P.S: I have the emails sent with casino if you need me to forward.

I made an account with them a few days ago and got lucky enough to win over 4000$ on monopoly live, so i tried to make a withdrawal and went through all the normal sending documents and so on, all my documents got approved with no issues. Then i get a mail that a manager wants to call me to verify it all witch is fine, but since i dont speak english i told them to call on my sons phone number since hes good at english and this is when it started to go crazy. They accused me for not being me but my son who dosent even live here anymore, might be easyere to show all the mails from them so you get the idea. "Hi [EDIT], My name is [EDIT] and I'm one of the managers at BitStarz. Regarding your pending withdrawal, I just wanted to verify your details over the phone. If you could provide your phone number and a suitable time for you to have a call, that would be great. Warm regards, [EDIT] Thats a first never had that happen where you need a call to someone for a withdrawhal? and ive played alot of casinos from back where i started in 1997... But in any case i hope you can speak Danish because i dont speak any english my son does everything that has anything to do with english. You can call any time from 14:00 to 03:00 CEST on my sons phone witch is +45 51xxxx02 Regards [EDIT]. Hi there, Why do I need to call your sons phone? And no problem, we can speak Danish here so that's no issue. [EDIT] Great then there wont be any issues, most casinos dont have Danish speaking people thats why i said use sons phone number since he can understand and speak english. Your welcome to call on +45 51xxxx03 witch is my number, aslong as its in Danish it will be fine, you can call at any time between 14:00 and 22:00 CEST. Regards [EDIT]. You're also using your sons email to reply to me. You also said "that's why I use my son's phone" but it's actually the son replying to me right now :) You can also spare me the charade and just tell me how it really is :) [EDIT] First i never said i use my sons phone? i said you could call on my sons phone bc i dont speak english, and i dont really know what email iam using i dident set that up my son did that for me. I dont really understand what the problem is? or what charade you think is going on? [EDIT] Hi there, Did you notice what email address you're sending from? You're sending emails from [EDIT]'s email. Hence I'm speaking to [EDIT] now and not [EDIT]. I'm too old for BS like this, and especially from someone old enough to clearly know better than to use his 80-year-old dad's details to play online. Besides that being against the rules, it's also a crime to use someone else's details and pretend to be someone else online. So please cut this out. On top of breaking that rule, the rule of using the welcome bonus more than once on the same IP has been broken too. So. Do you wanna tell me the truth? [EDIT] What is this? my son dosent even live here anymore he did set up the email for me years ago and i have no idea how he set that up, i dont even get official letters online bc iam exempt from eletronic mails, like i said i dont know about that stuff. Your more then welcome to call me and talk to me but, this is getting crazy never have i been treated like this from a casino, iam playing in good faith making deposits without bonuses as well and your more then happy to take my money, then when people win you try to claim the customer is cheating? ive been playing online since 1997 stating at inter casino and roxypalace iam not new to casinos but happy to say this is the first time a casino has tried to bully me like this, my son dosent play for me? why on earth would he..... I have talked to my son and its true he had an account with your casino that he closed permanently last year, but still dont see what that has to do with me? Regards [EDIT]." Dude, This is the email that you used on your account at BitStarz, [EDIT]. You're not fooling me. Your account is closed based on multiple welcome packages taken on the same IP. In my last mail i told him yet again they can call me to clear this up and see iam not [EDIT] but they dont care about that apprently, i took over this appartment from my son thats true and i got proof of all this, the last bill of rent shows one name mine [EDIT].... This is just getting crazy they accuse me for being a criminal using someone elses cards, witch i clearly dont i play my self and have been for many many years, my son does help me with things and he did used to live here witch is why mails are the same, i dont know how to change that but dont see why it should be an issue either. [EDIT] witch is one of the biggest win ive ever had, just sad it had to happen at a casino that dosent payout winning to customers. I did tell them they are more then welcome to call me on my phone number and talk to me, i can get my son to come over as well so they can speak to both of us so they can see we are not the same person, witch is clear from the driver licens i sendt to them, but its pretty clear they dont care about any of that but only care about not paying out winnings, i allready sendt proof of address with my name on it so they can see iam the one living here not [EDIT] who used to live here. So i dont see what else i can do, they clearly dont think iam my self, they dont care that they got proof with drivers licens showing my self and my name or the proof of address that shows my name not [EDIT], so iam lost here they dont listen to me at all no matter what i show them.

I signed up for this casino and deposit several times. Few days later when I while I was looking if a bonus a bonus available, I noticed on my profile section that my profile is completely blank. While trying to fill out the information, USA is not on the list of the country available so I started to feel suspicious. I researched online and found out that Bitstarz doesn’t accept us players (but there’s also a statement staying you can still enjoy and play). I contacted support and they told me it says in their terms and condition that they don’t allow us players which I apparently missed. But I don’t recall seeing anywhere staying that if you deposited money and aren’t allowed to, you won’t get it back. I count yes them several times before because of the deposit bonus I was promised and tuned out someone with the same IP address already had used it which is a lie because I’m the only one in my household that gambles online. I even asked them how did they allow me to play even when they know I’m in a restricted country. There’s scene games I tired to play and I couldn’t because it says I’m restricted. Hey said that they wouldn’t know if I’m from the USA because when I signed up I didn’t give them any address which I find odd because I’ve signed up to many online casinos but not even 1 company had allow me to register without giving any address or phone number. They told me too bad and be very careful next time. No wonder why they were so rude to me when I was asking for my missing bonus. I read a comment online about how they give excellent customer service and why I’m not getting that vibe and this is why because they already know I won’t be a player for long.

I have permanently self excluded twice from casino and then been able to create new account under new email but same device, IP, and phone number . On this 3rd account I had lost everything and spoke to [EDIT] if there was a way to block me from creating account and told him I had gambling problem and told him I dont want to do this anymore and if there was a way to block me permanently. He told me there was no way for them to do that and left my account open. Still open as of right now. I never wanted a refund until I realized that their self exclusion does nothing to help the player. They do no monitoring as other sites Have not let me create new account. Not even 5 Minutes after the conversation, I receive an email for another bonus. They know if I win i just give it right back. But the selfexclusion is a problem if it only relies on the problem gambler not to attempt to play again, not asking for refund from old accounts, just this one. Thank you

Bitstarz refused to process withdrawal of 1 BTC (7215 EUR) because of duplicated accounts and availability of BitStarz services in Spain. I have tried several times to request to talk to someone and explain the situation over Email and Facebook Messenger but said their decision to confiscate the funds it's final. -I am a resident of Romania have been using VPN and successfully withdrew earnings from the platform -First account was registered with a Company Email which I no longer had access to and the self exclusion option was set which restricted me from accessing the account.At no point both accounts were active or in use. -I created an account with my personal email as I didn't work for the company any longer. -Account didn't take advantage of any promotion, offer, discount or in any way tried benefit of Bitstarz, I was using in good faith a personal account which was created because I no longer had access to the company email.(Proof can be provided) -Bitstarz system failed to restrict access to prohibited countries, allowed full functionality including funds to be deposited and spent on the platform but restricted the withdrawals. Bitstarz offered to refund 1 out of the 20 deposits made instead of paying out the 7200 EUR BUT by the time I am writing this my account has been blocked without the possibility to withdraw even the 1 deposit was supposed to be refunded. The total of the 20 deposits made is more than 10 K. If I would be alerted/informed in the main page of your website with clear message/alarm that my funds would be confiscated IF I use the platform with a VPN I would have not been depositing and using the platform in the first place but I did receive withdrawals from you before. I am asking BitStarz to kindly take into consideration the above and release my funds.

Bitstarz casino let me sign up, play, withdrawl and deposit knowing full well I was from the US. They chose to let me do so for their personal gain. I demand a full refund for each and every deposit made

Hello bitsrarz let me open account when I already had self exclusion at the sister account play amo an king Billy casino I would like all my refunds back

hello i was playing at bitstarz an ive asked them several times to close down my account because i have a gambling problem an no one get back to me at this casino awel they said they never revieve an email ive checked it looks like the email didnt go through the email adress i got from there site dont work so i keep wasting alot of money out this casino to i would like all my funds im trying so hard not gamble an i get self exclusion all the time to make sure i dont gamble

casino purposefully delayed withdrawals. accepted deposits with the knowledge and didnt inform me that i wasnt able to make any withdrawal from my account. The support just kept giving me the run around first reason was someone in household had an account, then it went to me having multiple accounts, then my account was under investigation and refused to explain or give reason to why. They also said i reversed and played it.asked them about what happened to a withdrawal they said the put it bak in account but never got it. they have refused to send any winnings to me. And who sorry if i was told i wasnt going to be able to withdraw i would of never made anymore deposits to this casino. i feel they have treated me unfairly and i have been a loyal customer to them for the past couple years.

I registered on the site and sent all the required documents the account was activated I deposited more than 5000 € in various transactions yesterday I won € 1400 after requesting the withdrawal and sending credit card photos and everything that was requested to me for the umpteenth time the casino has decided to block my account by confiscating my winnings, this behavior is illegal is not It is possible that a casino does not have problems accepting deposits and decides later not to pay the winnings. the curacao law says that an online gambling site cannot accept money if the account is not verified. in case they are accepted by mistake they must be completely refounded

I've made many deposits daily over the past week and have always maintained a positive account balance. I finally had a great 17 hour session and cashed out 4.2 ETH and had a balance of ~400 meth remaining. After withdrawal, the casino operator disabled my account (which kicked me offline), re-enabled 5 minutes later, and sent me a support ticket rejecting per there terms of use - they set my account balance to 0.3 ETH and "discarded" my valid 4.2 ETH withdrawal. I have consistently played for hours and made many deposits daily always maintaining an ETH balance above 0. It was a legitimate withdrawal - fair and square.

I have provided Bitstarz with the following: Passport Selfie with passport Government ID card (front and back) Internet bill (dated as of less than 1 month ago) Letting contract Revolut bank statement (issued within 1 month) Credit card photo (front and back) Despite all of this, Bitstarz is asking me for a PHYSICAL letter. one that has been posted to my house, from the Government, to prove my address. I have sent everything I can get my hands on to prove this and yet this is not sufficient? I look forward to hearing why

Hello I have a problem in bitstarz casino , I deposite from visa credit card and than win 2000 Euro,so it is problem with for withdraw and they don't approved my identity documentation, i send them my ID an bank card documents, so they just keep telling me they are waiting for different thing . Can you help me ?

Hi, My first withdrawal was suppose to be via my ewallet however my ewallet was not available for withdrawal. So I had chat and email confirmation to withdraw to my btc wallet by their support members. I had also shown them a screenshot how the wallet was not available. I played all day and kept withdrawing to my wallet. I did not mind if my funds would be crypto so I kept playing and withdrawing. I had a pending withdrawal which I canceled and started to play some blackjack and suddenly my account was disabled during my bet of 75$ on blackjack. When asked on chat, they claimed I was making deposits and withdrawing to my cryptowallet. I had explained that their ewallet option was not available and I had been given prior permission to withdraw to btc. Which the had been approving. I can see why it would seem suspicious to a casino since I made multiple deposits.However I did not take a bonus nor did I break any of your terms. I tried to climb their "Eygption Gold" promotion they are running and made it all the way to level 6 without much losses. I can also understand they did not like the fact I was not losing much money and withdrawing my money. At the end they said the would investigate and get back to me via email. Since then I have not received an email and my balance of 1200 euros has not been returned to my ewallet nor my cryptowallet. I would have no issues if they can return my funds (1200) to my ewallet. Can the Thepogg help ?

On the 22th of may i did my first deposit on Bitstarz, this was with paysafecard. Afterwards i did 2 more deposits, both on the 22 and 23 of may. After a couple days i was able to gain a positive balance and started the process of doing a withdrawal. but before i've did that, i sended in all the required documents to get a fully verified profile and verificated my mobile phone as well ( all of this just to be transparent with the casino, that i was the only person using the account, etc..) I was playing all the time on my tablet of mobile phone who did uses the 4G network around here in belgium, i wasn't able to use my computer that time because my computer was getting fixed because of a virus. After a couple days ive did got my computer back, but for my own safety on the internet i started using a VPN, i started to play on bitstarz without knowing that my VPN was still on at that time (it was minimalized and not visible for me), after a couple minutes i did put a withdrawal requist through my main computer and several minutes later i did get locked out of my account for some reason. They have confiscated my +3k wins, although they even removed all my winnings i had previously from playing only on my phone/tablet Went to the support and received an email saying that i was using multiple accounts through the same ip adrress on my name, which is impossible because i do only have 1 account on the casino. Maybe it is because i had my VPN on still by accident? which still i can prove my point, i have proof of me using that VPN and the co-relating IP address (I had send in a picture with my ID, ip adrress on the same picture and even a selfie with my id next to me). Then i found in the T&C this line: paragraph 3.1.2 (You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.) After i had read this, ive did some more research and apparently it is approved to use a VPN, if i had send in all my documents (which i did on before hand). So the security team of the casino could have easely seen that i was me using the account, since i was already verified. But then again i was playing on my tablet/phone using all different wifi-providers, which gave me different IP-addresses for the whole time being. I used all the bonusses which i had available (lost 2 of them, and the last one i did to a fully 100%) Then i found on a forum a person with a similar problem as me i will quote the answer of the support and paste the link here of the thread; BitStarz 24 points 1 year ago Hi there, I think this was a support mistake as they made an IP check on your account and found multiple players using the same IP, without taking into consideration that a VPN could be used here. I will personally ask them to pay you out in full. Your account should be open in a few minutes and the money should be there soon so you can experience the fast BitStarz withdrawals. Kind Regards, [REMOVE]Olle[REMOVE], BitStarz I hope we can find a solution for this and prevent this from happening again.

You back this casino and the same agent is rude and totally does not help. I play at a few different casino's so keeping up with the time difference is difficult at times, I have missed the promotions many times and I usually go into the chat and ask why it wont work and the same agent I get every time is MIKE, he informs me that I missed it sometimes it is by a few hours some times longer, he never offers me anything just nope you missed it I am flustered cause its happen again and ask ok can you offer me something else his response is nope, so this time i believe i missed the offer by 1.5 I asked [REMOVE] if he could offer me something NOPE this time i got flustered because its happen numerous times and other casinos seem to help out and give me something if that happens( not to mention the casino is under the jurisdiction of Curaçao so it gets confusing sometimes ) anyhow i said fine just close my account, he asks for my email and says by the way you had free spins but your account is now closed have a nice day! I have never been able to speak with any other agent and the other times that this has happen I was like ok but give me a break when its happen a few times ( and yes my fault ) throw me a courtesy of a bonus I drop pretty good money but stopped doing it as much at this casino because this was happening any how just thought he was quite rude and would like to see him have a customer service class

direx limited cyprus withdraw $25 from my bank account..there are 2 casinos i play that use direx, playamo and bitstarz, neither of which i have deposited in..so how do i find out who took my money? I have contacted both casinos and both deny knowing anything about it ?