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Bitstarz not following own terms.

Discussion in 'Casino Complaints - Bonus Issues' started by Wondah, Dec 1, 2016.

    Dec 1, 2016
  1. Wondah

    Wondah Experienced Member

    Occupation:
    Gambler
    Location:
    Netherlands
    Hello all,

    Does anyone know if there is a active rep for bitstarz casino?
    I think i found one under "bitstars" with a S instead of Z but think it's a typo.
    But last activity was 5 months ago.
     
  2. Dec 4, 2016
  3. bitstars

    bitstars Online Gaming Affiliate Manager

    Occupation:
    CMO @ Bitstars
    Location:
    Malta
    Please provide more information

    Hello Wondah,
    Thank you for your post. This account has been createdbefore rebranding from bitstarS to bitstarZ.
    BitStarz Casino Support is available on our official website 24/7 to answer all your questions.
    Feel free to ask us anything.

    At the same time, let's keep this forum useful. Right now your message has a deceiving title
    and doesn't contain any relevant information that could help us to understand what went wrong.
    BitStarz always follows rules that are written in T&C.

    In case there is some misunderstanding, we kindly ask you to describe the case in detail, so we could help.

    Best regards,
    Max
    BitStarz Affiliate Manager
     
  4. Dec 4, 2016
  5. goatwack

    goatwack enthused hangman CAG

    Occupation:
    Turns Tricks
    Location:
    Londonia
    That is one hell of a re-branding. bitstarZ is now really edgy, what with that Z and everything :eek::what:
     
  6. Dec 4, 2016
  7. Wondah

    Wondah Experienced Member

    Occupation:
    Gambler
    Location:
    Netherlands
    Hi Max,

    I have send a pm first if the rep wat still active, and he replied that he was still active here.
    so on 2 december i've send him the following pm, and haven't received a response yet.
    But because you ask me to explain and give more information here, i will post the pm here.

    Maybe you can point it out for me in the terms where it says that free spin winnings only could be played on the same provider. (softswiss)

    Kind regards,

    Steven

    Hi,

    I won yesterday €7,75 with the free spins promo, but i couldn't play them on the games.
    Tried different games and different providers, when i open the game, it said balance €0
    So i went to the live chat and was told that i only could wager the winnings on the same provider from the free spins.
    before i played the spins i have read all terms again because it's a while ago i played at this casino, but that term or rule is nowhere in the terms on the website or in the email i received for the free spins.

    in the mail it says "free spins terms and conditions apply"

    And on the website at the free spins t&c
    there is not mentioned about that rule, only "some" restricted games which are also from other providers such as netent and microgaming

    But the support agent Chris Kringle told it is like it is and it's not mentioned on the website.

    i asked if he can send the chat transcrypt to my email, he said okay but i have to close the chat first.

    i said "okay thanks, have a good night"but he didn't respond anymore and closed the chat.

    i will not say that he was very rude, but if i have conversations like this at a casino i don't think i will play there anymore.
    i asked normal questions, and i think it's unfair what he said about the wager on the same provider, and if it is like he said, it has to be mentioned in the terms.

    sorry english is not my main language, but hope you understand.

    my account email is : **********

    kind regards,

    Steven ******
     
  8. Dec 4, 2016
  9. bitstars

    bitstars Online Gaming Affiliate Manager

    Occupation:
    CMO @ Bitstars
    Location:
    Malta
    Hi Steven,

    Thank you for raising this with us.

    The ability for us to give free spins on Softswiss games is a brand new feature for us, and they're
    currently limited to the games that are from just Softswiss. It's just the way it's set up. With that
    being said, we might haven't been up to date with stating that in the terms and conditions, so
    thanks for raising that with us.

    With that being said, I can see that you gambled away the money already on the Softswiss games,
    and if you wouldn't have done that, I'd be happy to give you the 7 euros back. But if you gamble
    away the money and later file a complaint that there's an issue with these terms, you're basically
    covering yourself for losses.

    What I'll do is that I'll give you 20 spins on another game, and the bonus money form that, you
    can use anywhere you please. I think that's a pretty fair deal.

    Kind Regards,

    Olle
     
  10. Dec 5, 2016
  11. bitstars

    bitstars Online Gaming Affiliate Manager

    Occupation:
    CMO @ Bitstars
    Location:
    Malta

    Totally, we're quite creative we gotta admit!

    In all seriousness we used to be .net and we're not .com, this happened about 2 years ago,
    all info about that can be found at the bottom of the page, and the "Z" makes it stand out
    a little more.

    ThankZ for the comment ;)

    BitStarz
     
  12. Dec 5, 2016
  13. Wondah

    Wondah Experienced Member

    Occupation:
    Gambler
    Location:
    Netherlands
    Hi

    I know i gambled it away, and i did not asked to refund me or give me new free spins.
    I received the free spins just for free and didn't have to deposit for them, so nothing to complain.

    But the reason i have send you a pm is because that rule is not in the term and the support chat said "that's right, but it is, how it is"
    This is not how it works, if i don't follow the terms, the casino can confiscate my winnings but if the casino does not follow their own terms they can say "it's not in the terms but it is, like it is" and that's the rule, but you can't find that rule anywhere.

    If support guy told me your simple explanation, it was okay for me.

    Anyway, thanks voor de spins or uhh spinZ
     
  14. Dec 5, 2016
  15. bitstars

    bitstars Online Gaming Affiliate Manager

    Occupation:
    CMO @ Bitstars
    Location:
    Malta
    Got it,

    Well, thankZ for the comment, we'll be sure to get that put into the terms to avoid
    confusion, and as you said. The spins were free anyway :)

    I will speak to the agent in question.

    Olle
     

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