Please help! My bitstarz money was forfeited when cashing out!

[helpneeded08]

So I have played quite a bit of slots on @BitStarz and just today I went to cash out some of my winnings. (I like to cash out and then redeposit more comfortable amounts). When I did so, I received an email saying that my funds were lost because I bet over the max bet permitted on a bonus which I had no idea was a thing. I had never selected any bonus or anything, so I didn’t think there would be any restrictions, but they told me that it auto placed a deposit bonus to my account. It’s extremely aggravating because I even had a buddy ask me if I did a deposit bonus and I told him that I did not.
Has anyone had this issue and been able resolve it? I saw a post from awhile back that a rep was able to help him and place his funds available.

Thank you all for the help! Fingers crossed! I would hate to have to quit playing on this site due to this.

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[helpneeded08]

So I have played quite a bit of slots on @BitStarz and just today I went to cash out some of my winnings. (I like to cash out and then redeposit more comfortable amounts). When I did so, I received an email saying that my funds were lost because I bet over the max bet permitted on a bonus which I had no idea was a thing. I had never selected any bonus or anything, so I didn’t think there would be any restrictions, but they told me that it auto placed a deposit bonus to my account. It’s extremely aggravating because I even had a buddy ask me if I did a deposit bonus and I told him that I did not.
Has anyone had this issue and been able resolve it? I saw a post from awhile back that a rep was able to help him and place his funds available.

Thank you all for the help! Fingers crossed! I would hate to have to quit playing on this site due to this.

Might I add that even if they did add a deposit bonus, it must have been small enough for me to not even notice. Which is why I was unaware of the bonus being active.

Also, when cashing out, it said I had zero BTC restrictions locked by bonuses

 

[KasinoKing]

Thank you all for the help! Fingers crossed! I would hate to have to quit playing on this site due to this.

Contact their rep here on the forum, to see if they can help you:
BitStarz

KK

 

[sapit222]

@BitStarz

 

[BitStarz]

Hi guys,

Sorry for the. slow reply and hi @helpneeded08

Any chance you could provide your username you have at BitStarz so I can have a look?

As a side note, the max bet limit is the max bet you can bet when you have an active bonus. We know that not everyone is reading all
terms and conditions for bonuses, which is why we've taken the most important ones and put them next to the bonus overview in the
bonus section of your account.

There, we've listed the percentage match, wagering, max bet, and I believe a couple of other things, just to try to make things a bit more simple. But I'm sure there's more we can do to make it more clear, and I'm happy to hear any other feedback that would prevent things like this in the future.

Anyhow, would be awesome if you could send me your username so I can have a look as to what happened

Olle


Edit: As for the point about not selecting a bonus. There's a tick-box, where you indicate that you wish to have a bonus upon next deposit if available. This was also the case 2 weeks ago when you took the same bonus. As for not noticing, it was a 50% bonus you received, which means your balance would be 50% higher than your deposited amount. Everyone's different so I cannot determine if that's noticeable or not for everyone.

 

[helpneeded08]

Hi guys,

Sorry for the. slow reply and hi @helpneeded08

Any chance you could provide your username you have at BitStarz so I can have a look?

As a side note, the max bet limit is the max bet you can bet when you have an active bonus. We know that not everyone is reading all
terms and conditions for bonuses, which is why we've taken the most important ones and put them next to the bonus overview in the
bonus section of your account.

There, we've listed the percentage match, wagering, max bet, and I believe a couple of other things, just to try to make things a bit more simple. But I'm sure there's more we can do to make it more clear, and I'm happy to hear any other feedback that would prevent things like this in the future.

Anyhow, would be awesome if you could send me your username so I can have a look as to what happened

Olle


Edit: As for the point about not selecting a bonus. There's a tick-box, where you indicate that you wish to have a bonus upon next deposit if available. This was also the case 2 weeks ago when you took the same bonus. As for not noticing, it was a 50% bonus you received, which means your balance would be 50% higher than your deposited amount. Everyone's different so I cannot determine if that's noticeable or not for everyone.

Thank you for responding Ollie. My email is *snip* ***
I was definitely unaware of the tick box, if I had known I was using a deposit bonus (which I never ever do on any of the sites because of this exact reason) then I would have read the bonus rules. Unfortunately I was unaware of the tick box and receiving the small deposit bonus. The bonus definitely had no effect on the outcome of where I ended up, and tried cashing out. I do feel a bit taken advantage of and would love to be able to get my funds back.
I have read on some other threads that this has happened before and the users were able to restore their funds. I hope you can help me, if so I will be a long time user of bitstarz. I can also attach any information you may need.

*** [maxd says: personal info removed to protect your privacy, i'll PM Olle these details.]

 

[BitStarz]

Hi there,

Thank you for providing the info (and thanks Max for censoring and PMing me them).

I'm sorry, but it's no the first time you've been taking this very same bonus. Have you ever reflected over this in the past, or wondered what this Monday Reload bonus was when checking through the bonus history previously? Also, I don't mean to be this guy, but you keep using the word "small" in relation to the bonus. In my honest opinion (and it might just be me), but 50% isn't that small of a bonus. If it was 10% 20%, I would wholeheartedly understand as it would be rather unnoticeable. But 50% is still a large enough one that I'd personally take notice.

If it was the case that you had made one or two bets over the limit, I think it would be rather unfair to enforce any rules here, but you have a couple of hundred bets over the limit :/.

Again, I understand if someone doesn't read through all the rules, but this is one of the terms we've highlighted in many places, including the bonus page on your account where you track your wagering process :/. Again, we've put there the most important terms to try to make it extra clear.

If you have any feedback on where we can put this to make it clearer than this, I'm happy to listen, but sadly, given all the info here, it's hard for me to do much to reverse this.

Olle

 

[toms596]

How are people still getting funds confiscated for going over a max bet rule?

Why can't the system simply not accept bets that breach a max bet rule while a bonus is active.

I do wonder how much casinos make from being able to void all winnings in cases like these I'm guessing enough to make against their interest to prevent it.

 

[BitStarz]

Hi @toms596,

It's a great idea and we're actually working on that.

We used to have this bet protector thing that didn't allow you to bet over the limit. The reason we had to remove it and re-work it was
due to VIP players not being bound by these terms, and we we're able to segment this limitation based on VIP/NON-VIP.

As much as I can understand what you mean @toms596, I can honestly say it's not in an attempt to trick the player and when the opportunity presents itself, confiscate their funds. It's not a very sustainable approach for a casino. Instead, it would in my opinion be a great way to destroy your reputation for no reason.

I get your point however, and thank you for the suggestion, which is very much in line with what we're working on at the moment

Olle

 

[Valhalla]

I don't take bonuses at all, anywhere, ever. Never have and never will. For this kind of reason.
The sheer list of terms and conditions alone for any bonus puts me off immediately, so I just play with my own money and withdraw when I want.

Feel for you @helpneeded08 but this one is on you for not reading the terms and conditions. You need to be more careful ?

 

[helpneeded08]

I don't take bonuses at all, anywhere, ever. Never have and never will. For this kind of reason.
The sheer list of terms and conditions alone for any bonus puts me off immediately, so I just play with my own money and withdraw when I want.

Feel for you @helpneeded08 but this one is on you for not reading the terms and conditions. You need to be more careful ?

I agree, and the way the have the site set up with a check box apparently somewhere, it auto places the bonus. It was a Monday bonus, and I made my deposit on sunday evening, and I’m assuming time difference it was Monday where they are. When you deposit via btc, the site converts it to mbtc, so when you buy $250usd worth of btc, it’s then converted to mbtc, and apparently this time had a 50% bonus added, so only 125$. It’s hard to know exactly the funds I received with all the conversions. After playing for hours, I tried cashing out $4,000 but because they snuck that bonus on me, and said I was betting too high, which I never even bet that high, they stole all $4000 . It’s a complete strong arm by the casino. They got my best friend with the same tactic, unfortunately he had never told me. Had I lost the money, I’m sure they wouldn’t have reimbursed me for the bet limit

 

[helpneeded08]

How are people still getting funds confiscated for going over a max bet rule?

Why can't the system simply not accept bets that breach a max bet rule while a bonus is active.

I do wonder how much casinos make from being able to void all winnings in cases like these I'm guessing enough to make against their interest to prevent it.

Couldn’t agree more, especially when the bonus had zero effect on how much I won on the slots. I would understand if I had to select a bonus, and deposit that way (like my other site) but in this case it auto placed the bonus. It then proceeded to let me spin for 6-7 hours and then take the entirety of what I won when I went to cash out. I deposited $250, they gave a $125 bonus, and then took my $4000 withdrawal. They are getting rich by screwing over their customers. I would have read the “terms and conditions” had I known I took a bonus.

 

[toms596]

How about offering a bonus @BitStarz so helpneeded08 can try again? Seems like a reasonable solution if you can't pay out his withdrawal

 

[helpneeded08]

How about offering a bonus @BitStarz so helpneeded08 can try again? Seems like a reasonable solution if you can't pay out his withdrawal

@BitStarz Or even just paying out 66% of my winnings/cash out. That would be the percentage based off of my money before their bonus money. If I used the bonus money to win, I would completely understand how they handled it. But I didn’t.
I’m surprised they get don’t want to make it right considering all I do is lose, and when I finally do win, I still don’t.

 

[cncas2123]

@BitStarz Or even just paying out 66% of my winnings/cash out. That would be the percentage based off of my money before their bonus money. If I used the bonus money to win, I would completely understand how they handled it. But I didn’t.
I’m surprised they get don’t want to make it right considering all I do is lose, and when I finally do win, I still don’t.

Am I missing something? Didn’t you take the bonus on previous weeks or did you just think you were getting a great exchange for the dollar to bitcoin conversion? Did you read the t&c’s on the other times that you got the bonus?

 

[johnnymcc1966]

Probably another black mark against these bitcoin places when you have to convert your currency to another type of 'funny money' to play somewhere. This will inevitably lead to conversion and currency confusion. I'm glad I have no idea what these things even are.

 

[helpneeded08]

Am I missing something? Didn’t you take the bonus on previous weeks or did you just think you were getting a great exchange for the dollar to bitcoin conversion? Did you read the t&c’s on the other times that you got the bonus?

I am newer to the online gambling, and I didn’t realize that this site it auto put me into a deposit % bonus, so it added 50% deposit. With the exchange rate from usd to btc to mbtc I was unaware. So I put 250, they matched with 125, and it gave me like 12 mbtc… so you can see how it’s confusing. And I never knew it would put a max bet amount on a slot. I also didn’t feel to be betting much at all. I typically bet .05 to .1 (doesn’t seem like much)

 

[sufferinsilence]

How about offering a bonus @BitStarz so helpneeded08 can try again? Seems like a reasonable solution if you can't pay out his withdrawal

Just giving the original deposit back would be the best solution imo. Confiscating anything else but the winnings doesn't sit right with me.

 

[BitStarz]

Just giving the original deposit back would be the best solution imo. Confiscating anything else but the winnings doesn't sit right with me.

The original deposit was left for the player actually. I'm not sure if you saw this @helpneeded08?

 

[sufferinsilence]

The original deposit was left for the player actually. I'm not sure if you saw this @helpneeded08?

I think that should count as case closed then!

 

[BitStarz]

To sum things up a bit,

I'm sorry about the misunderstanding with the max bet rule @helpneeded08, we'll try to implement some automatic limit preventing players from betting over. Also, in the meantime, if there's anything we can do to make it more clear, please let me know. But yeah, it's mentioned in multiple places, including where you track your wagering progress. We're trying to make it as visible as we can, but nothing is perfect.

If you don't wish to receive deposit bonuses, be sure to untick that box where you toggle if you wish to get a bonus or not on next deposit (if available), and perhaps it might be worth it to pay attention to the deposit and see so it matches the balance ending up in the account. We never give deposit bonuses below 50%, so if your deposit is suddenly 50% higher when you check your balance, it would be due to a bonus almost exclusively.

Olle

 

[Auspicious888]

Hi @toms596,

It's a great idea and we're actually working on that.

We used to have this bet protector thing that didn't allow you to bet over the limit. The reason we had to remove it and re-work it was
due to VIP players not being bound by these terms, and we we're able to segment this limitation based on VIP/NON-VIP.

As much as I can understand what you mean @toms596, I can honestly say it's not in an attempt to trick the player and when the opportunity presents itself, confiscate their funds. It's not a very sustainable approach for a casino. Instead, it would in my opinion be a great way to destroy your reputation for no reason.

I get your point however, and thank you for the suggestion, which is very much in line with what we're working on at the moment .

This is not just a random good idea that you guys have never heard of before. A lot of other casinos don't let you make over limit bets. So I'm sure there's a way that you can easily work this into the programming of the of the casino but you don't want to do that because obviously you guys do benefit from voiding people's winnings . If this was an honest straight up Casino you wouldn't have these opportunities to easily LOSE EVERYTHING built into the casino itself. It would be a lot more honest of you to just acknowledge this fact vs. continually try to constantly evade any responsibility here.

 

[BitStarz]

Hi there @Auspicious888,

I'm not sure if you saw what I posted here above. I mentioned that we already had this in place previously, but were unable to segment this limitation based on VIP/NON-VIP, which we wish to do as VIPs don't have this rule. But we're in the midst of fixing it

I believe that if you have the intention to last as a casino, you need to provide a good player experience, and this is certainly not one of those. I know that at first glance, it may seem to be the way you describe it, but I also think it's important to put it into context (based on what I wrote above) and look at what we're currently doing to be as open, honest and player friendly as we can be.

In my opinion at least, it's good to look at how a casino operates in general, and then make a judgement call as to if you believe these guys have malicious intent or not in regards to the issue at hand. I'm not saying we're perfect, but we're constantly trying to improve.

Once more, we still have a lot of work to do, I acknowledge that.

Olle

 

[Auspicious888]

Here's why I beg to differ with your Casinos idea of what a level playing field is: I joined as an American player and never tried to cover up my nationality at all spent about $1,100 at the site over the course of a couple of months and the very first thing I did was I uploaded my CA ID to the site. A couple of months into it I asked the cashier if us players were accepted beIcause I had read a post saying that they didn't allow us players. I was told no us players were not accepted I was instantly banned without even giving the opportunity to try and argue and justify what I was doing there and I had no way of getting any of the money that I'd spent at the casino. So first off why was I allowed to sign up second I was accused of concealing my IP in order to play the website both of these were atrocious lies,. That made no sense especially when I had uploaded my ID that the second time I ever played there. Long story short you guys didn't believe anything that I was telling you and I lost about a thousand bucks trying to honestly play your site and when I asked for a refund I was called a liar. It's sickening that you guys make so much money far more than normal business in existence yet are so utterly ruthless when it comes to resolving disputes.

 

[BitStarz]

Here's why I beg to differ with your Casinos idea of what a level playing field is: I joined as an American player and never tried to cover up my nationality at all spent about $1,100 at the site over the course of a couple of months and the very first thing I did was I uploaded my CA ID to the site. A couple of months into it I asked the cashier if us players were accepted beIcause I had read a post saying that they didn't allow us players. I was told no us players were not accepted I was instantly banned without even giving the opportunity to try and argue and justify what I was doing there and I had no way of getting any of the money that I'd spent at the casino. So first off why was I allowed to sign up second I was accused of concealing my IP in order to play the website both of these were atrocious lies,. That made no sense especially when I had uploaded my ID that the second time I ever played there. Long story short you guys didn't believe anything that I was telling you and I lost about a thousand bucks trying to honestly play your site and when I asked for a refund I was called a liar. It's sickening that you guys make so much money far more than normal business in existence yet are so utterly ruthless when it comes to resolving disputes.

Hi there,

I believe your case was already covered here at CasinoMeister via the PAB procedure. We already presented all the information to @maxd if I'm not mistaken, and it was to my knowledge dismissed.

So on the topic of disputes (as you mentioned), I do believe a fair procedure is in order where we both present our side of the story, which was done in this case, right here on CM.

Olle