BitStarz voided 102 Tesla Giveaway entries earned with raw cash after RG account closure

[erica54]

Hi everyone,
I wanted to get the community's take on a situation I'm dealing with, and hopefully get some insight from the BitStarz rep here on the forum.
Recently, after hitting a brutal losing streak, I sent an emotional email to support venting my frustration. I used some heavy words regarding my financial state that triggered an immediate, permanent Responsible Gambling (RG) account closure. I want to be 100% clear: I have zero issues with the account closure. The casino did exactly what they are legally supposed to do to protect a player, and the account should absolutely stay closed.
What I do have a massive issue with is that I had accumulated 102 entries for the active Tesla Model Y Giveaway. Every single one of these tickets was earned using raw cash deposits (no bonuses, no free play) while my account was completely active, verified, and compliant.
Support emailed me a final message stating that because my account is now closed, Clause 11 of their promo terms applies and my 102 entries are entirely voided. Since pointing out that these were cash-earned assets, support has completely ghosted me and stopped replying to my emails.
To me, this feels incredibly predatory. It means a casino can take thousands in direct cash handle from a player, generate raffle entries for them, and then use a protective compliance trigger to completely wipe out those assets right before the draw.
I’m not asking for my account back. I just want my 102 cash-earned tickets to be honored in the draw manually, with any potential win handled via a direct bank wire, or a fair cash settlement for the value of the wagering volume.
Has anyone dealt with an operator stripping promotional assets like this under the guise of "player wellbeing"? I'd love to hear your thoughts, and hopefully, the BitStarz rep can take a look at the backend data for my account to help find a fair compromise.

 

[X-Raided]

Hi everyone,
I wanted to get the community's take on a situation I'm dealing with, and hopefully get some insight from the BitStarz rep here on the forum.
Recently, after hitting a brutal losing streak, I sent an emotional email to support venting my frustration. I used some heavy words regarding my financial state that triggered an immediate, permanent Responsible Gambling (RG) account closure. I want to be 100% clear: I have zero issues with the account closure. The casino did exactly what they are legally supposed to do to protect a player, and the account should absolutely stay closed.
What I do have a massive issue with is that I had accumulated 102 entries for the active Tesla Model Y Giveaway. Every single one of these tickets was earned using raw cash deposits (no bonuses, no free play) while my account was completely active, verified, and compliant.
Support emailed me a final message stating that because my account is now closed, Clause 11 of their promo terms applies and my 102 entries are entirely voided. Since pointing out that these were cash-earned assets, support has completely ghosted me and stopped replying to my emails.
To me, this feels incredibly predatory. It means a casino can take thousands in direct cash handle from a player, generate raffle entries for them, and then use a protective compliance trigger to completely wipe out those assets right before the draw.
I’m not asking for my account back. I just want my 102 cash-earned tickets to be honored in the draw manually, with any potential win handled via a direct bank wire, or a fair cash settlement for the value of the wagering volume.
Has anyone dealt with an operator stripping promotional assets like this under the guise of "player wellbeing"? I'd love to hear your thoughts, and hopefully, the BitStarz rep can take a look at the backend data for my account to help find a fair compromise.

As they stated, and in their terms and conditions, if your account is closed, you forfeit any contests that you're a part of.

It sucks, but you have to think logically.. how are they going to award a Tesla or a cash prize equivalent prize to an account that's closed? Do you think that would be fair to the players on the site with good-standing accounts? How would WE feel if we learned that the Tesla Giveaway was won by a player with a closed account?

The chances of you winning the contest are astronomically low, anyways.. especially with the amount that you had. There's players on there betting hundreds of thousands of dollars with stacks of entries, in the thousands.

I will say that it's very nice to see them recognize that they had a problem gambler on their hands and immediately take action. I've been around for a while and know for certain that there are many other online casinos that probably wouldn't do the same. Kudos to you @BitStarz for doing the right thing.

 

[erica54]

As they stated, and in their terms and conditions, if your account is closed, you forfeit any contests that you're a part of.

It sucks, but you have to think logically.. how are they going to award a Tesla or a cash prize equivalent prize to an account that's closed? Do you think that would be fair to the players on the site with good-standing accounts? How would WE feel if we learned that the Tesla Giveaway was won by a player with a closed account?

The chances of you winning the contest are astronomically low, anyways.. especially with the amount that you had. There's players on there betting hundreds of thousands of dollars with stacks of entries, in the thousands.

I will say that it's very nice to see them recognize that they had a problem gambler on their hands and immediately take action. I've been around for a while and know for certain that there are many other online casinos that probably wouldn't do the same. Kudos to you @BitStarz for doing the right thing.

That’s the thing. I didn’t want my account to be closed. They closed it all because I complained. I get that I shouldn’t have complained but still, they closed the account without me requesting it to be closed. How is that fair???

 

[erica54]

Yea, kudos to bitstars. They closed my account because I complained and felt sorry for myself so I deserved it. I’m just a problem gambler anyway. And kudos to you for pointing that out. Because it’s nice to see someone recognize how responsible a casino operator was being by identifying a “problem gambler” on their hands and immediately getting rid of that liability. Plus, what’s 102 entries anyway?! I mean that’s chump change compared to the thousands of entries someone else might hold. How short sighted I was to advocate for myself when I’m the problem and with such a minuscule thing to even complain about. I guess the thought of having some kind of chance was selfish of me because how could that be fair to someone with a good standing account?! Thank you for providing such great insight and making sure to also offer compliments where it due.

 

[Reelsoffun]

I’m sorry, but I also agree with the only one that’s replied to you, in that the casino didn’t do anything wrong, you vented to support, they took action based on that communication you had with them, and by your own admission you agree that the account should be closed.

It’s common practice that when an account is closed you lose any current unused free spins, cash-back rewards and in this case entries to a prize draw and is clearly a part of the terms.

I suggest you just come to terms with what has happened and let it go, and maybe look into getting some professional help if gambling is affecting your financial state.

 

[teckiwi]

It's a standard term on most casinos with promotions/leaderboards so I don't think they are being unreasonable here.