Resolved Bitstarz cashout, deposits and account issues

[grendal22]

I have an unfortunate issue with bitstarz. When I set up the account, the user person in the fields auto populated to my wife’s name and I just click submit when I went to cash out and asked to change the name to me and they declined my cash out gave me back my last deposit and did not pay out my winnings, I was up 20,000 I gave 15,000 back at 5K left to withdraw and was declined because of this error while I understand the policies are you play under your own identity? It was my wife’s name and it was a very honest mistake so I’m trying to change it , once I was owed money, they would not. I’m sure if the count was in red they would’ve happily taken care of it and let me continue to play and give them money as we do not win so their loss not paying the 5K. . Simply put this is unethical and disappointing. I am happy to share the support messages on the board as well. If you’re going to build a business through crypto you need to treat customers well if you don’t get out, I will be posting this on as many boards as possible, I am sure 5000 to them. My intent is to make players aware that these people are unreasonable and a small mistake. Should not get me banned and cost me my winnings. If you’re gonna take my winnings, give me back all my losses. It is a horrible way to do business , I am frankly disgusted by their position on this rules are rules, but things happen and as a service person, you have to have discussions and work things out it is not like I was trying to play under some random person’s identity. It was my wife and I could’ve just had her , go in and claim the winnings, but I was doing things the right way and trying to change my identity to what it really is .

 

[maxd]

... When I set up the account, the user person in the fields auto populated to my wife’s name and I just click submit when I went to cash out and asked to change the name to me and they declined my cash out gave me back my last deposit and did not pay out my winnings ...

On the other hand how is the casino to know it was an “honest” mistake and not an attempt by you to create a second account for your own purposes? Answer: they couldn’t know that and that’s something you should take into consideration.

TBF we’ve found the casino and their staff to professional and diligent so your experience doesn’t quite sound right. I’d highly suggest you contact their rep here — @BitStarz — via Private Message and you’ll almost certainly get all the answers you need.

If that process doesn’t resolve your issue to your satisfaction you are welcome to then try our free Player Arbitration (PAB) service here: Online Casino Complaints . If you do proceed with the PAB please ensure that you have read and fully respect the Player Arbitration Policies and Procedures .

Regards,

Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)

 

[lockinlove]

Not sure where to post it but @BitStarz ...myself and other people I know choose your casino because you have left the rtp of your games on the highest level. I usually avoid casinos that offer lower and so do alot of other people. So keep that rtp level on high as it does attract a lot of customers for you!!! Appreciate you not turning to greed and ruining your casino

 

[X-Raided]

Not sure where to post it but @BitStarz ...myself and other people I know choose your casino because you have left the rtp of your games on the highest level. I usually avoid casinos that offer lower and so do alot of other people. So keep that rtp level on high as it does attract a lot of customers for you!!! Appreciate you not turning to greed and ruining your casino

I couldn't agree more! Bitstarz is where it's at! Been playing there now for 5 or so years, and I couldn't be happier with their RTP on the slots and their incredible customer service. Olle seals the deal with my upmost satisfaction with playing at Bitstarz. I'm definitely here to stay!

 

[X-Raided]

I have an unfortunate issue with bitstarz. When I set up the account, the user person in the fields auto populated to my wife’s name and I just click submit when I went to cash out and asked to change the name to me and they declined my cash out gave me back my last deposit and did not pay out my winnings, I was up 20,000 I gave 15,000 back at 5K left to withdraw and was declined because of this error while I understand the policies are you play under your own identity? It was my wife’s name and it was a very honest mistake so I’m trying to change it , once I was owed money, they would not. I’m sure if the count was in red they would’ve happily taken care of it and let me continue to play and give them money as we do not win so their loss not paying the 5K. . Simply put this is unethical and disappointing. I am happy to share the support messages on the board as well. If you’re going to build a business through crypto you need to treat customers well if you don’t get out, I will be posting this on as many boards as possible, I am sure 5000 to them. My intent is to make players aware that these people are unreasonable and a small mistake. Should not get me banned and cost me my winnings. If you’re gonna take my winnings, give me back all my losses. It is a horrible way to do business , I am frankly disgusted by their position on this rules are rules, but things happen and as a service person, you have to have discussions and work things out it is not like I was trying to play under some random person’s identity. It was my wife and I could’ve just had her , go in and claim the winnings, but I was doing things the right way and trying to change my identity to what it really is .

This was incredibly difficult to read.

Due to the lack of punctuation and paragraphs, I had to go take two Tylenols for the headache that ensued very shortly after fully reading what you posted.

That said... please stop trying to drag the casino's name through the mud because of your mistake. As Max stated, the casino doesn't really know if it was an "honest" mistake or an intentional one. They're an online casino and probably have to deal with 1000's of fraudsters on a monthly basis, because of the nature of their business and because money is involved.

 

[lockinlove]

I couldn't agree more! Bitstarz is where it's at! Been playing there now for 5 or so years, and I couldn't be happier with their RTP on the slots and their incredible customer service. Olle seals the deal with my upmost satisfaction with playing at Bitstarz. I'm definitely here to stay!

I never win there tbh. But I do appreciate the high rtp so I feel I actually do have a chance of hitting

 

[X-Raided]

I never win there tbh. But I do appreciate the high rtp so I feel I actually do have a chance of hitting

Agreed. Maybe the idea of a higher RTP is more or less just a mind game and in the end.. it really doesn't matter.

Still loving your Tesla, btw?

 

[lockinlove]

Agreed. Maybe the idea of a higher RTP is more or less just a mind game and in the end.. it really doesn't matter.

Still loving your Tesla, btw?

Yup I do love it. I will always own a Tesla moving forward. Aside from everything else, not having to get gasoline at 5am in morning or rush hour is more than enough reason to own an EV lol.

 

[X-Raided]

Yup I do love it. I will always own a Tesla moving forward. Aside from everything else, not having to get gasoline at 5am in morning or rush hour is more than enough reason to own an EV lol.

Great to hear! I was against it for the longest, but I think I'm starting to cave in a little lol

 

[lockinlove]

Great to hear! I was against it for the longest, but I think I'm starting to cave in a little lol

Something like that I dont dig into it too much. I am a fan of Elon Musk but my decision was they seemed neat, I dont need to go gas stations, dont need to pay for gas at these crazy prices. Government here gives us $5000 incentive to buy them plus I bought at the end of the year when they discount their models to get ready for the new ones. Im from Canada and I paid about 52k for it. They wre about $65,000 prior so 13k off was good enough for me.

I think you are from the USA? The price of Tesla's there is a no brainer imo UNLESS You travel far in the winter. You get about 40% less range in the winter with them. Its fine for me because my work is only 35 minutes from me so I can get there and back home to charge it no problem but they are def not the greatest for winter.

I own a tesla and a gas vehicle. I probably wouldnt have only EVs...one of each makes sense.

 

[X-Raided]

Something like that I dont dig into it too much. I am a fan of Elon Musk but my decision was they seemed neat, I dont need to go gas stations, dont need to pay for gas at these crazy prices. Government here gives us $5000 incentive to buy them plus I bought at the end of the year when they discount their models to get ready for the new ones. Im from Canada and I paid about 52k for it. They wre about $65,000 prior so 13k off was good enough for me.

I think you are from the USA? The price of Tesla's there is a no brainer imo UNLESS You travel far in the winter. You get about 40% less range in the winter with them. Its fine for me because my work is only 35 minutes from me so I can get there and back home to charge it no problem but they are def not the greatest for winter.

I own a tesla and a gas vehicle. I probably wouldnt have only EVs...one of each makes sense.

Agreed!

I'm also a huge fan of Musk but he's not the main driver behind me considering owning a Tesla. With all of the rebates they're offering to buy an EV as a first time purchaser, it wouldn't be a bad idea at all.

Like you, I would most certainly own a gas powered vehicle as well, as I view owning an EV or a Tesla is more of a "flex" than anything.