Baptism by Fire - success Bitstarz entering the flames!

Status
Not open for further replies.

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Unfortunately few providers available for my country, but exceptional support, always fast and courteous,
payment within 15 minutes on Skrill.
Definitely one of the best casinos I've played.
Greetings.

Hi Jhonson90,

Please accept my humble thanks :)

Couldn't think of any better way to start the day than to get such awesome feedback from a loyal player.

I wish we could offer more providers to more countries, but as I'm very sure you know, the restriction is not set by us. We are working
on adding more all the time, and we purposely tend to add providers that are more accessible for our players. I mean, it doesn't matter
if it's a big game provider if our players can't play them :)

I hope you've found some games that you like among those that are available to you, and if there's anything I can help you with, just let me know :)

Stay awesome,

Olle
 
Bitstarz is reviewed by Casinomeister

slotmaster

Paleo Meister (means really, really old)
PABinit
Joined
Apr 2, 2011
Location
Ontario
Hi ZieZoo,

Oh man :( very sorry to hear that. We normally get a lot of praise for our support, so this is very sad to see. Would be great if you could give me your username in a PM so I can look into what happened in your particular case. When it comes to rejecting documents (which I believe you refer to), support has to manually add a reason for rejecting a document.

That reason gets automatically sent in an email to the player so they can upload a new one that is within the guidelines we've received from our license issuer.

I would love to get to the bottom of this, so if you could kindly PM me, I'll have a look at it ASAP!

Olle

Edit: I believe to have found your account. And the reason for rejecting the proof of address is because it's an e-bill and not a document sent to you via post. I see you uploading 3 of these (please correct me if I'm wrong), and all of them are rejected with the same reason. So it would be awesome if you could send us something that has been snail-mailed to you :) I see the other documents were approved.

I mean, I get it, we don't get much mail these days, but there should be something sent to your address that we can use, right? :)


I like to weigh in on this and this worries me, Actually here alot of companies are going to e-bill or electronic statements, I don't get any bills by mail anymore so does this mean I can't play on bitstarz?
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
I like to weigh in on this and this worries me, Actually here alot of companies are going to e-bill or electronic statements, I don't get any bills by mail anymore so does this mean I can't play on bitstarz?

Hi slotmaster,

You know what, let me check with exactly what the guidelines say. To be fair, I haven't seen the wording, word for word, so let me get back to you on that one asap and post it here for everyone to see :) Sounds cool?

Olle
 

slotmaster

Paleo Meister (means really, really old)
PABinit
Joined
Apr 2, 2011
Location
Ontario
Hi slotmaster,

You know what, let me check with exactly what the guidelines say. To be fair, I haven't seen the wording, word for word, so let me get back to you on that one asap and post it here for everyone to see :) Sounds cool?

Olle

Hiya

Yup yup sounds good. I mean it's just a copy of the bill even though it's an electronic statement but it will show my address and everything so you can verify an account. :) Just confused by how would you like to see it was sent by normal mail?

Edit:

I just logged into my account for the first time in years, just to look cause of this thread,lol. I have not made a deposit or anything but I assume I am going to have to get reverified if I do. :)
 

Ziezoo

Newbie member
Joined
Aug 7, 2018
Location
NORWAY
I like to weigh in on this and this worries me, Actually here alot of companies are going to e-bill or electronic statements, I don't get any bills by mail anymore so does this mean I can't play on bitstarz?

I get paper bills maybe one time per year. Bitstarz support told me duet to regulation they can only accept paper bills.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hiya

Yup yup sounds good. I mean it's just a copy of the bill even though it's an electronic statement but it will show my address and everything so you can verify an account. :) Just confused by how would you like to see it was sent by normal mail?

Edit:

I just logged into my account for the first time in years, just to look cause of this thread,lol. I have not made a deposit or anything but I assume I am going to have to get reverified if I do. :)

Hi man!

Normally you can see if it was sent by mail or printed out :) there are a few things you can look for as an operator, however knowing what to look for is also a part of our detection to determine if it is or not, so I can't give away all ingredients to the secret sauce recipe. One obvious one to look for however is the folding. When you get a bill via mail, it's always folded :) You'll never get full un-folded A4 bill via mail :)

Still trying to get some answers as to exactly what the regulators say in their guideline, so bear with me :) I haven't forgotten about you.

Olle

Edit: Awesome! Yes, I agree, let's hold off with the deposit until I can let you know about accepting your docs. I don't want you to deposit and then get stuck on the verification part. So let's make sure everything is on the up-and-up before you play, so you can enjoy the games with peace of mind :)
 
Last edited:

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
I get paper bills maybe one time per year. Bitstarz support told me duet to regulation they can only accept paper bills.

Hi Ziezoo,

Is there anything else that you receive from a government agency or anything that is sent to you via post? Could be from the tax office or
something else, like insurance company?

Olle
 

slotmaster

Paleo Meister (means really, really old)
PABinit
Joined
Apr 2, 2011
Location
Ontario
Hi man!

Normally you can see if it was sent by mail or printed out :) there are a few things you can look for as an operator, however knowing what to look for is also a part of our detection to determine if it is or not, so I can't give away all ingredients to the secret sauce recipe. One obvious one to look for however is the folding. When you get a bill via mail, it's always folded :) You'll never get full un-folded A4 bill via mail :)

Still trying to get some answers as to exactly what the regulators say in their guideline, so bear with me :) I haven't forgotten about you.

Olle


Hiya!

Ok thanks, No rush for me it was more of a what? trying to understand thing, lol. :)
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hiya!

Ok thanks, No rush for me it was more of a what? trying to understand thing, lol. :)

Hi man!

Ah gotcha :) I've asked our legal guys as well now, but in all fairness I think we should change our policy. I mean, it's not the Flintstones :) I personally don't get much mail, not even threats or those chain letter thingies. But hey, don't get any ideas now :D

Will have an answer for you later today most likely :)

Olle
 

chuchu59

gambling addict
PABaccred
PABnonaccred
PABnononaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Hi there :)

Thank you for the kind words, and I totally understand if you have more than one casino that you like to play at :)

You're welcome here at BitStarz at any point, and I hope that your title of "gambling addict" is not meant to be serious :D

All the best!

Olle
'Gambling addict' - the addiction was serious 2 decades ago but now the word 'senseless' means much more nowadays.
 

slotter999

Dormant account
Joined
Oct 22, 2013
Location
UK
@BitStarz Browsing through your games I could find no information on RTP settings for your games. Perhaps an over sight on my behalf.

Please can you confirm a.) Where can I find RTP information on individual games and b.) What RTP version do you provide for Book of dead by Play N Go.

Thanks in advance.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
@BitStarz Browsing through your games I could find no information on RTP settings for your games. Perhaps an over sight on my behalf.

Please can you confirm a.) Where can I find RTP information on individual games and b.) What RTP version do you provide for Book of dead by Play N Go.

Thanks in advance.

Hi slotter999 :)

If you enter a game and scroll down, there should be a "show more" button where we have some details about the game and where we in most cases display RTP :) if you wish to know about a specific game (such as Book of Dead), and we don't display it, please just hit us up on Live Chat :)

For RTP on Book of Dead it's 96.21% I believe :)

Olle
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
I like to weigh in on this and this worries me, Actually here alot of companies are going to e-bill or electronic statements, I don't get any bills by mail anymore so does this mean I can't play on bitstarz?

Sorry for the slow reply here but I just got the word.

It's not stated that we have to ask for a mailed proof of address according to the curaçao license, and it was more a suggestion by our white label to ask for it.

Therefore, we've decided to change our policy to accept e-bills going forward :) the customer support has been instructed accordingly :)

Olle
 

slotmaster

Paleo Meister (means really, really old)
PABinit
Joined
Apr 2, 2011
Location
Ontario
Sorry for the slow reply here but I just got the word.

It's not stated that we have to ask for a mailed proof of address according to the curaçao license, and it was more a suggestion by our white label to ask for it.

Therefore, we've decided to change our policy to accept e-bills going forward :) the customer support has been instructed accordingly :)

Olle

Thank you, Well that is the 2nd piece of good news in the last hour after spending hours of tech hell dealing with Amazon. :)
 

mina1929

Ueber Meister
Joined
Jun 13, 2015
Location
Universe
I will do my deposit again next week, hopefully win something so I can test withdraw :D

BitStarz is sounding better and better and who would not want to play there if we have a very good active rep that listens to their customers :thumbsup:
 

slotter999

Dormant account
Joined
Oct 22, 2013
Location
UK
Hi slotter999 :)

If you enter a game and scroll down, there should be a "show more" button where we have some details about the game and where we in most cases display RTP :) if you wish to know about a specific game (such as Book of Dead), and we don't display it, please just hit us up on Live Chat :)

For RTP on Book of Dead it's 96.21% I believe :)

Olle
Thank you for responding. I actually couldn't find RTP for three of the first games I looked at and actually I'd never even heard of some of the providers so it was all a bit of an unknown entity to me.

I noticed a few discrepancies between the RTP stated in the show more text Vs what was in the game documentation. I did only use demo mode so perhaps that explains the difference.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Thank you for responding. I actually couldn't find RTP for three of the first games I looked at and actually I'd never even heard of some of the providers so it was all a bit of an unknown entity to me.

I noticed a few discrepancies between the RTP stated in the show more text Vs what was in the game documentation. I did only use demo mode so perhaps that explains the difference.

Hi slotter999,

Hmm, that's weird as they're supposed to use the game sheets form the game provider when they write the reviews.

If you would be able to point out the discrepancies, I'm happy to make the relevant changes!

Olle
 

Shaque

Dormant account
Joined
Sep 10, 2019
Location
Finland
Been lurking around the forum for quite a while but now I just had to register. I created an account on Bitstarz a bit over a year ago, but I never actually played there. Last weekend I re-found the casino and logged in. I managed to wager the deposit bonus. Which amazed me was the speed of the customer support. It took literally 5 minutes for them to approve the documents and another 5 minutes to accept my withdrawals.

Big thumbs up for Bitstarz from my end.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Shaque, kiitos!

Really appreciate the fantastic feedback, especially as those are areas we take so much pride in :) Can't tell you how
much I appreciate you taking your time to show your support for us here in the thread. If there's anything we can improve
on or if you have any questions, feel free to hit me up, or support of course :)

Have a great week and I hope the good luck continues!

Olle
 

pokerdan

Senior Member
PABaccred
Joined
Jul 6, 2010
Location
LA
Finally Bitstarz is giving it a go. They are primarily focused on cyber currencies, but webwallets, CCs are welcome too.

They have been around for a few years and haven't generated that many complaints. They have a staff that seem to be pretty squared away, they have speedy withdrawals, process payouts on weekends, and can lock your withdrawals as well.

They are licensed by Curacao (JAZ 8048), but this is Antillephone and is probably the best out of the four master licenses from this tropical island. I am in contact with the admin there and can contact them if there is ever a real serious problem - which I do not expect.

You can read their review here: Bitstarz Review

Or sign up directly here: Bitstarz Casino

Sorry no US or UK. :(

And their casino rep is here:
You do not have permission to view link Log in or register now.

My experience with bitstarz was nothing but negative. Customer service was extremely rude and acted like they were gods gift to the universe. My money I deposited never got credited to my account and instead of helping me with the problem they just turned a blind eye and said it vanished in cyberspace.

And the fact you need a calculator to try and figure out what you are betting is pretty dumb.

Other people like them and have no issues. My situation may have been unique. However, I won’t play there ever again.

If they are good for everyone else than that’s great! Enjoy
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi Dan,

I'm extremely sorry to hear that.

Was it the case where you sent a certain cryptocurrency to the deposit address of another crypto currency or that you deposited
crypto below the minimum deposit limit? You'll have to forgive me for making assumptions but those are the only two scenarios I
could think of where a deposit would just go missing.

It's very unfortunately when that happens, and I personally think that's two of the things that are flawed in regards to using crypto currencies. But when it happens, it's pretty much impossible to get back the money as one cryptocurrency sent to another address means it never even reached us at BitStarz. As for deposits below the minimum deposit limit (which is a few dollars in most crypto), amounts of for example 1 dollar are too small for our payments processor to process. My hunch would be that it's to small of an amount for them to process so it's not worth it for them perhaps.

What we can control is our support quality however, and if it was the case that you felt they were rude and unhelpful, I Kindly ask
you to reach out to me with your username so I can look into it further.

Would also appreciate if you could elaborate on the deposit that never got credited so we can get to the bottom of it.

Wish you a great weekend ahead,

Olle
 

boxdocpm

Dormant account
Joined
Sep 16, 2019
Location
Sweden
Here is what I know of Bitstarz. I began playing in May 2019 and had no issues up until around August.

I began to have numerous glitches, and gaming errors, so I got a little upset with support. On Aug. 22nd, I agreed if I wanted to keep my account I would not accuse Bitstarz or support staff of any wrong doings. And yes my internet was great cache and history were routinely cleared.

So had a few more minor issues but I would ask support to address the provider. Well after a relatively lucky week up about 3 ETH, I began having issues again. I had given a chunk back and even tipped the fellas almost $100 bucks that week.

A slot I was playing was giving me a connection error message every 3rd spin, like clockwork. Thats a little weird in my book. So I contacted support and mentioned everything was fine with the provider and now all of a sudden this is happening and it is a bit suspicious every 3rd spin.

Support says up you broke the agreement we have to close your account and you have problem gambling. But my agreement was not to accuse the casino. Anyway so after tipping these guys out and giving a chunk back this is how they treat you.

And since they justify it as labeling people problem gamblers, and all there staff has been through problem gambling training they say. Lets see some proof of this training, when and where was this training held, and by whom. Last I heard gambling addiction is a psychiatric disorder, are you guys doctors now.

Thats the real Bitstarz
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi there,

I'm sorry you had the disconnect experience with the game provider in question, but as you already mentioned as well, the support guys came back to you mentioning there was no issues on the game provider's end. If there was multiple players having the same issue, I would totally agree with you that it would be grounds for a more detailed investigation, but as you were the only player reporting this issue, it seemed like the issue was a local one, although I of course sympathize with the game having issues constantly, I would be frustrated too.

Now, to the responsible gaming issues. We at BitStarz take that very seriously, and even though we might not be doctors or psychiatrists, all the support guys undergo training in Responsible Gambling in order to prevent people gambling for more than they can afford. We also have an obligation as a licensed operator, but also as human beings, to look out for our players to ensure they can handle a potential loss, and in your particular case, we felt that you unfortunately had some troubles handling that.

I don't like to out someone, or give more information that is necessary to paint you out to be a bad guy or some sort, but multiple times you came to the chat claiming we were a scam, and that we were rigged.

Skärmavbild 2019-09-17 kl. 22.47.27.png

This was your chat with support on the 22nd. Then you came back to the chat on the 11th of September:

Skärmavbild 2019-09-17 kl. 22.48.17.png


This is far from the only chat we had since the 22nd of August where there's something wrong with the games, or you claiming us to be a scam, and to be quite fair, I don't think it's a sound behavior. We can all be suspicious about things, but you're also coming back to us time and time again claiming there's something wrong with the games or that they are rigged, which puzzles me that you wish to continue to play those games if that's your conviction.

Because of those repeated remarks, it lead us to believe that you're unfortunately not able to enjoy the games for fun (as it should be), but are getting frustrated. Hence, I still believe we did the right thing closing your account for responsible gambling issues, even though I respect if your opinion differs from ours.

Kind Regards,

Olle
 

Attachments

  • Skärmavbild 2019-09-17 kl. 22.48.17.png
    Skärmavbild 2019-09-17 kl. 22.48.17.png
    202.4 KB · Views: 7

boxdocpm

Dormant account
Joined
Sep 16, 2019
Location
Sweden
I could accept that if in fact you took player complaints seriously and I am not the only one who has stated issues with your games.

I had atleast two outstanding support tickets when you closed my account, one in which your support even admits a small misconfiguration caused a feature not to activate.

That sounds like a gaming error. I think if you accept peoples money you should be held accountable for the games your providing. If one inquires as to when a particular provider or game is tested for fairness, you should be able to produce something other than go to their website.

You forget your tied to Direx N.V and all the same games. Players know when a game is not acting right, probably because they have played it elsewhere. So yes if a game it not acting properly such as missing a feature thats a problem.

And if I really complained that many numerous times why not close it before, not wait till I have tipped you and given a chunk back of what I won.

BTW you only sent part of the conversation from 09/11, the one you wanted.

Regards

LJ
 

Attachments

  • 590A3F9F-4D6F-42DB-92CD-F53986BFB009.png
    590A3F9F-4D6F-42DB-92CD-F53986BFB009.png
    362.7 KB · Views: 23
  • 0CD8542B-3B20-4592-AF41-F3001B090EDA.png
    0CD8542B-3B20-4592-AF41-F3001B090EDA.png
    381.9 KB · Views: 25
Status
Not open for further replies.

Users who are viewing this thread

Top