Bonus Complaint Bitstarz "Second Free Spin" Complaint

onlyoneunit

Newbie member
Joined
Apr 25, 2019
Location
Netherlands
It looks like you have 2 issues,

As I see you already had saved money balance in the casino? Aldo I remember your wager bonus money is always played first and will go back to real money play after you losses or complete the bonus.

I assume you had won 1000$ with the second chance free spins? If this is not right and you won this amount even before accepting the free spins, this money shouldn't have not been confiscated as this was already real money. At that point the only bonus money that would be confiscated is the initial won of 0.90$ but if you won this amount 1000 $ by playing with bonus money and blackjack / blackjake, then it's a fair confiscate.
 
Last edited:

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
It looks like you have 2 issues,

As I see you already had saved money balance in the casino? Aldo I remember your wager bonus money is always played first and will go back to real money play after you losses or complete the bonus.

I assume you had won 1000$ with the second chance free spins? If this is not right and you won this amount even before accepting the free spins, this money shouldn't have not been confiscated as this was already real money. At that point the only bonus money that would be confiscated is the initial won of 0.90$ but if you won this amount 1000 $ by playing with bonus money and blackjack / blackjake, then it's a fair confiscate.
I want to ask you from which rule do you know they have the right to confiscate my 1,000 $ blackjake game
You first mistakenly thought that I was a player who had not deposited money
Let's see, the online casino admits that I participated
Belongs to "Second chance Free spins"
There is no mention that if the bonus expires 1000 $ profit will be forfeited
They only said that the bonus was removed
It ’s just that your balance will be used first






Reconnecting…

avatar

Jarvis 23:09
Hello. How may I help you?

Ask your question here below and I'll do my very best to help you :)
ye 23:11
Hello i want to ask "Second chance Free spins" This bonus belongs to him "FREE SPINS TERMS AND CONDITIONS" rule Still belongs "GENERAL BONUS TERMS AND CONDITIONS" rule
avatar

Jarvis 23:11
Let me connect you to one of our real support heroes

You have been transferred to: Andrew.
ye 23:12
Hello i want to ask "Second chance Free spins" This bonus belongs to "FREE SPINS TERMS AND CONDITIONS" rule Still belongs "GENERAL BONUS TERMS AND CONDITIONS" rule

Hello i want to ask "Second chance Free spins" This bonus belongs to "FREE SPINS TERMS AND CONDITIONS" rule Or belong "GENERAL BONUS TERMS AND CONDITIONS" rule
avatar

Andrew 23:12
We do not issue any complimentary free spins or bonuses from the support here. Instead we have weekly offers, daily tournaments and hidden gems that you are able to take part of all throughout the year. You can read more about the promotions we have each week, and competitions that is always ongoing here:
You do not have permission to view link Log in or register now.
.
ye 23:14
I'm asking you the rules of this bonus

"Second chance Free spins"

You do not have permission to view link Log in or register now.


This bonus belongs to "FREE SPINS TERMS AND“ ?
avatar

Andrew 23:15
The rules are 40x wager and there is a maximum withdrawal yes

of 100 USD
ye 23:17
If you fail to complete the request, will you only lose the bonus?
avatar

Andrew 23:18
I do not understand what you mean exactly?
ye 23:19
The rule is 40 times the bet If the bonus expires is it not only a loss of bonus

What happens if the bonus expires

What happens if the bonus expires?

I am waiting for your reply
avatar

Andrew 23:24
Then the bonus is then unfortunately lost.
ye 23:26
just lost Bonus funds? what about winnings?
avatar

Andrew 23:26
The total balance will be lost if your deposit has been played, your deposit will be the first to be played.
ye 23:28
You help me take a look Did you eliminate my winnings

Your "FREE SPINS TERMS AND" Should not remove my winnings
avatar

Andrew 23:30
Your balance is 614.
ye 23:31
Bonus on May 7 "Second chance Free spins"
avatar

Andrew 23:32
That decision has been made and will not change unfortunately.

Is there anything else i can help you with?
ye 23:33
But you said this "Second chance Free spins" belongs to "FREE SPINS TERMS AND" rule

pls
Read
avatar

Andrew 23:33
We have spoken to you many times about this and the decision is final

Have a nice evening.
ye 23:34
Can't you obey your rules?
Delivered

Andrew has closed the chat.

Did the agents give you awesome service? Now you can support their coffee fund by sending a tip of any BTC amount to the address below! 38to9ACaxqbBkWoZWadqoh9zC34JCFbuH2 PS: You're awesome :)
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Last edited:

Gaz237

Meister Member
MM
Joined
May 8, 2014
Location
chelmsford UK
I want to ask you from which rule do you know they have the right to confiscate my 1,000 $ blackjake game
You first mistakenly thought that I was a player who had not deposited money
Let's see, the online casino admits that I participated
Belongs to "Second chance Free spins"
There is no mention that if the bonus expires 1000 $ profit will be forfeited
They only said that the bonus was removed
It ’s just that your balance will be used first






Reconnecting…

avatar

Jarvis 23:09
Hello. How may I help you?

Ask your question here below and I'll do my very best to help you :)
ye 23:11
Hello i want to ask "Second chance Free spins" This bonus belongs to him "FREE SPINS TERMS AND CONDITIONS" rule Still belongs "GENERAL BONUS TERMS AND CONDITIONS" rule
avatar

Jarvis 23:11
Let me connect you to one of our real support heroes

You have been transferred to: Andrew.
ye 23:12
Hello i want to ask "Second chance Free spins" This bonus belongs to "FREE SPINS TERMS AND CONDITIONS" rule Still belongs "GENERAL BONUS TERMS AND CONDITIONS" rule

Hello i want to ask "Second chance Free spins" This bonus belongs to "FREE SPINS TERMS AND CONDITIONS" rule Or belong "GENERAL BONUS TERMS AND CONDITIONS" rule
avatar

Andrew 23:12
We do not issue any complimentary free spins or bonuses from the support here. Instead we have weekly offers, daily tournaments and hidden gems that you are able to take part of all throughout the year. You can read more about the promotions we have each week, and competitions that is always ongoing here:
You do not have permission to view link Log in or register now.
.
ye 23:14
I'm asking you the rules of this bonus

"Second chance Free spins"

You do not have permission to view link Log in or register now.


This bonus belongs to "FREE SPINS TERMS AND“ ?
avatar

Andrew 23:15
The rules are 40x wager and there is a maximum withdrawal yes

of 100 USD
ye 23:17
If you fail to complete the request, will you only lose the bonus?
avatar

Andrew 23:18
I do not understand what you mean exactly?
ye 23:19
The rule is 40 times the bet If the bonus expires is it not only a loss of bonus

What happens if the bonus expires

What happens if the bonus expires?

I am waiting for your reply
avatar

Andrew 23:24
Then the bonus is then unfortunately lost.
ye 23:26
just lost Bonus funds? what about winnings?
avatar

Andrew 23:26
The total balance will be lost if your deposit has been played, your deposit will be the first to be played.
ye 23:28
You help me take a look Did you eliminate my winnings

Your "FREE SPINS TERMS AND" Should not remove my winnings
avatar

Andrew 23:30
Your balance is 614.
ye 23:31
Bonus on May 7 "Second chance Free spins"
avatar

Andrew 23:32
That decision has been made and will not change unfortunately.

Is there anything else i can help you with?
ye 23:33
But you said this "Second chance Free spins" belongs to "FREE SPINS TERMS AND" rule

pls
Read
avatar

Andrew 23:33
We have spoken to you many times about this and the decision is final

Have a nice evening.
ye 23:34
Can't you obey your rules?
Delivered

Andrew has closed the chat.

Did the agents give you awesome service? Now you can support their coffee fund by sending a tip of any BTC amount to the address below! 38to9ACaxqbBkWoZWadqoh9zC34JCFbuH2 PS: You're awesome :)
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Read the two lines in bold.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
You honestly think anything gonna change if you contact them 20 times more or keep posting this thread?

Only one person anywhere see casino doing something wrong but keep looping this same thing several time gets bit boring, you have got casinos reply, PAB been handled, what in earth you want or what you don't understand what everybody else does?
 

onlyoneunit

Newbie member
Joined
Apr 25, 2019
Location
Netherlands
I did not said you never deposited before. It's what you make up right now, I have told you only what rules apply to your second chance free spins. Wich is indeed part of the NO DEPOSIT FREE SPINS, you clearly don't understand what the difference is between getting free spins without a deposit been made. Even you made 4 deposits you still can get free spins for not making a deposit. and these free spins can apply to different type of rules of there promotional terms. Wich in this case is also the no deposit terms and conditions from bitstarz.

I was wrong on the fact that bonus money is been played first and then real money, this is the other side, but this is also different on casinos. But I remember they did on Softswiss but they have changed this wich I diddent know as I'm not playing on any Curaçao license casinos anymore because reasons.

I'm out of here as you not been really gentle, wich is in fact not going to help you anywhere else.
 

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
I did not said you never deposited before. It's what you make up right now, I have told you only what rules apply to your second chance free spins. Wich is indeed part of the NO DEPOSIT FREE SPINS, you clearly don't understand what the difference is between getting free spins without a deposit been made. Even you made 4 deposits you still can get free spins for not making a deposit. and these free spins can apply to different type of rules of there promotional terms. Wich in this case is also the no deposit terms and conditions from bitstarz.

I was wrong on the fact that bonus money is been played first and then real money, this is the other side, but this is also different on casinos. But I remember they did on Softswiss but they have changed this wich I diddent know as I'm not playing on any Curaçao license casinos anymore because reasons.

I'm out of here as you not been really gentle, wich is in fact not going to help you anywhere else.
If my message is rude, I ’m sorry
I hope you take a closer look at my betting volume that day
I bet more than 1000 $
If you mean this is "NO DEPOSIT BONUSES TERMS AND CONDITIONS"
Okay then
What is my bet on blackjake? Is it not counted in the bet amount?
I said that the betting amount of 1000 $ is 5%, which can fully meet the 0.9 $ bonus requirement
 

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
You can see the casino customer service sophistry
They shy away from the fact that I bet at least 1000 $ on the blackjake game on May 6!
And that day was the period when I received the bonus
Said my winnings did not complete the betting requirements
Their customer service sent my betting information on May 6 to my mailbox and I made it public
It shows my bet volume during the bonus period




Jarvis 00:21
Hello. How may I help you?

Do you already have an account with us?
Visitor 00:21
YES

Jarvis 00:21
Can you please enter your email of your account? :)
Visitor 00:21
497271054@qq.com

Jarvis 00:21
Thank you so much :) So, how may I help you today?
Visitor 00:23
I want to ask "FREE SPINS TERMS AND CONDITIONS" Will the bonus expiration eliminate the player's winnings

Jarvis 00:23
Transferring you to a real BitStarz support hero, one second!

You have been transferred to: Jessica.

Jessica 00:23
Hello!

Yeah it will remove the winnings unless they have been converted to cash already
Visitor 00:25
Which clause are you pointing out?

You do not have permission to view link Log in or register now.


Jessica 00:26
None, I am simply explaining.
Jessica 00:26
If you have not met the play through yet, then the winnings are not cash
Jessica 00:26
If they are not cash, and still bonus they expire as normal bonuses do

if it is cash, it's all yours
Visitor 00:27
You did n’t write it clearly in the rules. Can you explain it?

Jessica 00:27
I just explained it.

If you have not met the play through, it is still bonus money. Bonus money will expire
Visitor 00:28
Which clause is it?

Jessica 00:28
If you have met the play through, it is cash, your cash and cash cannot expire

And like I said, it does not need to be explained.
Jessica 00:29
Section 10
You do not have permission to view link Log in or register now.
Bonus funds and winnings will be forfeited upon expiry of the bonus.
Visitor 00:29
You should tell me that you are Geng Jun, a rule?

Jessica 00:29
Not sure what that means?
Visitor 00:30
Please note that different games contribute to a different percentage towards the wagering requirements. Slots contribute 100% (aside from excluded ones and classic slots, see below), while all table games, video poker games, and live games contribute 5%.

how about this?

Jessica 00:30
What about it?

You need to tell me what you do not understand so I can explain it?
Visitor 00:31
This rule mentions that my bet amount will be counted

Jessica 00:31
Towards playthrough, yes
Visitor 00:31
so blackjake

Jessica 00:31
But if you are playing table games, only 5% of your bet will count towards reaching the wagering of the bonus

this is about wagering requirements of a bonus
Visitor 00:32
so blackjake online videogame

5%?

Jessica 00:32
Towards play through, yes

Any table games as it says
Visitor 00:33
Can you see if I bet 1,000 $ on that day?

Jessica 00:33
Sorry?
Visitor 00:33
blackjake online videogame

Jessica 00:33
You need to rephrase?

Which day?
Visitor 00:34
May 7 or may 8

Jessica 00:34
May I have your email address please?
Visitor 00:34
497271054@qq.com

Jessica 00:34
You want me to check if you bet $1000 on those days?

No. The highest you bet was $100
Visitor 00:36
let me see

Jessica 00:36
What do you mean?

Why are you asking?

What is the purpose of this question?
Visitor 00:37
i will show you

pls

wait

Jessica 00:37
What is the purpose?
Visitor 00:38
You do not have permission to view link Log in or register now.


you see may7
avatar

Jessica 00:38
Please explain the purpose of your question and tell me what you need me to check in one go
Visitor 00:39
May 6

You do not have permission to view link Log in or register now.

avatar

Jessica 00:40
What is the question?

You have not explained your query here
Jessica 00:40
I can email your bet history and you can make all the comparisons you want.
Visitor 00:40
Please explain the purpose of your question and tell me what you need me to check in one go

Are you watching me betting on my bet from May 6 to May 7

Jessica 00:41
I dont understand that
Visitor 00:41
sorry

Jessica 00:41
I will email you your bets, you can compare on your side
Visitor 00:41
Please look at me again to bet on my bet from May 6th to May 7th

Jessica 00:41
It will be emailed to you

Is there anything else i can help with?
Visitor 00:42
ok thanks

Jessica 00:45
Done. Is there anything else i can help with?
Visitor 00:45
hi

Jessica 00:45
Yes?
Visitor 00:45
Can you communicate with me via email

Jessica 00:46
No.

We have emailed you the bet history

Is there something else you need, as you have been on chat over an hour and I don't know th purpose of your chats

What do you need help with? We have customers to service, and you are not telling me why you are here?

We cannot stay on chat all night with no question. Please come back when you have a question

Please feel free to come back onto chat if you need anything else. Take care now and have a great day!
Visitor 00:47
I didn't receive your email

Jessica 00:47
I just sent it

Please check your spam as well
Visitor 00:47
pls

Jessica 00:48
Please what?

We sent the email 3 minutes ago

to 497271054@qq.com
Visitor 00:48
Let me finish

Jessica 00:48
You have not said anything. Pls is not a queston
Visitor 00:49
You do not have permission to view link Log in or register now.


where is your email

Jessica 00:49
You can check your spam as well
Visitor 00:50
hey i have checked

Jessica 00:50
Well wait a few minutes



sotty

Now I send you the amount of the bet that day

pls check

You do not have permission to view link Log in or register now.


I fully meet your betting requirements

Jessica 00:53
This is not a question, still.

Please dont send files on chat

Please feel free to come back onto chat if you need anything else. Take care now and have a great day!
Visitor 00:54
You took away my winnings

Jessica 00:54
We are not discussing this again
Visitor 00:54
pls see it
Read

Jessica 00:55
You have been emailed, end of. No further discussions on that

Please feel free to come back onto chat if you need anything else. Take care now and have a great day!

Jessica has closed the chat.

Did the agents give you awesome service? Now you can support their coffee fund by sending a tip of any BTC amount to the address below! 38to9ACaxqbBkWoZWadqoh9zC34JCFbuH2 PS: You're awesome :)
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Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Really, why you keep posting this same shite here? Every single person but you agree to casinos decision 100%, Max has reviewed your PAB, he's been dealing with them fcking many years so would have taken his word even you wouldn't have shared everything.

It don't bring you any money to keep posting more, more, more and more to this thread, either being a dick to casinos support does anything.

You stated English is not your first language, but don't you really understand what it means is different support agents tell you that your "issues" have been dealt and there is nothing more to be done for it? Maybe in future you could ask some friend to help you with your communication, as you see, you didn't make much sense that support people could understand wtf you even want...

Why i ever made one post to this and keep getting notifications.
 

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
Really, why you keep posting this same shite here? Every single person but you agree to casinos decision 100%, Max has reviewed your PAB, he's been dealing with them fcking many years so would have taken his word even you wouldn't have shared everything.

It don't bring you any money to keep posting more, more, more and more to this thread, either being a dick to casinos support does anything.

You stated English is not your first language, but don't you really understand what it means is different support agents tell you that your "issues" have been dealt and there is nothing more to be done for it? Maybe in future you could ask some friend to help you with your communication, as you see, you didn't make much sense that support people could understand wtf you even want...

Why i ever made one post to this and keep getting notifications.
When did I say that I agreed with the casino ruling?
Why are you so disgusted, I leave a message under the post
I should n’t reply to any of your messages
Did I harass you?
You can leave
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
The CSV file linked clearly shows your betting. Blackjack counts 5% toward bonus wagering, so although you bet over £100k, your actual bet was 5k. So when your bonus expired, you hadn't beat wagering.
 

Gaz237

Meister Member
MM
Joined
May 8, 2014
Location
chelmsford UK
The CSV file linked clearly shows your betting. Blackjack counts 5% toward bonus wagering, so although you bet over £100k, your actual bet was 5k. So when your bonus expired, you hadn't beat wagering.
Get ready for their next post completely ignoring the facts which are right in front of them and just repeating what they have said before.
 

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
The CSV file linked clearly shows your betting. Blackjack counts 5% toward bonus wagering, so although you bet over £100k, your actual bet was 5k. So when your bonus expired, you hadn't beat wagering.
You got it wrong
The casino requires my total bet to be 36 $
Because this event bonus is 0.9 $
40 times the bet amount of 0.9 $ is 36 $
 

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
Get ready for their next post completely ignoring the facts which are right in front of them and just repeating what they have said before.
hi i'm sorry for you
Please take a look at the casino's bet size requirement is 36 $
The blackjake game bet amount is calculated as 5%, that is 720 $
 

hhhelllo

Not really here
MM
Joined
May 31, 2015
Location
canada
Come on guys... don’t you remember the one time you got f... by a free spins offer? I remember playing 10 spins on a direx casino and it was just after a deposit. But their terms did state max cashout 75$ For free spins related to a deposit or not. So my 30$ deposit... 2$ Winnings on their generous spins .../ played slots for 4 hours... cashed out.... 960$ ... nope
75$ buddy, you accepted terms when you played your spins
Terms are terms you know
I went nuts for a minute or two....
redeposit my 75$ and made 2900$ on roulette.
Cashed out and closed the account.

354C4BA8-4383-4E9A-906B-8A3A25D744E8.jpeg
 

xiaozhuzhu

Banned User
PABnoaccred
Joined
May 12, 2020
Location
china
Yep, it expired to include the funds won off of the bonus. General Bonus terms covers all bonuses to include the free spins. Sorry, but that's it.
Dear Mr. Casino
I hope you can explain clearly
Why the "FREE SPINS TERMS AND CONDITIONS" rule and
"GENERAL BONUS TERMS AND CONDITIONS" rule
These two rules are in effect at the same time
if it is like this
So why do n’t the casinos write their rules together but write them separately
You should also see the first kind of bonus rules called "NO DEPOSIT BONUSES TERMS AND CONDITIONS"
What this rule is about is that the player has not deposited money
This URL page introduces a total of three bonus rules
Even if they are together rules
So why is my bet volume in the Black Jack game not counted in my bonus bet volume?

You do not have permission to view link Log in or register now.
 

Aryol

Experienced Member
Joined
Nov 16, 2018
Location
DE
I sadly see no chance for you to get the money. It is not like we do not understand your problem, many players lost money because bonus rules. I also was not very carefull once and lost around 400 €. After that I closed my account at that casino. It was really frustrating. But I learnes from it, since then I am really carefull.

The problem we have now is that we can do nothing to help. The casino told you the rules and you accepted. The no deposit rule does only mean that you have not deposited AGAIN for free spins. If you deposit 100 € and after a few days they gift you 10 Free spins. This free spins are No Deposit Free spons....
 

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