questionmark? VS Bitstarz

[questionmark?]

[maxd says: in the course of investigating this I discovered that the OP was telling the casino people that he'd be happy to accept money from them if they were feeling "charitable". Otherwise, he said, he had lots of time on his hands and would be happy to continue posting against them all over the internet. That's blackmail and when proof of that came to light the OP was kicked to the curb. The reader might want to take all this into consideration while reading what follows.]

Hello.
I have been playing on Bitstarz and my strategy to not lose too much money is that whenever I have over $150, I withdraw $50 (minimal withdrawal) because otherwise when I have too much I tend to bet high stakes and this way I want to avoid this.
So I was playing last night and I did 3 or 4 withdrawals and everything was fine, until I made 5, then 6 and then 7th. After 7th withdrawal I noticed those 3 last payments didnt show up on my phone (I get notifications) so I went on my email to find out they cancelled all last 3 (they gave me NO notification on casino website).
Because of this I though I had more money then I actually did (since they were keep cancelling the cashout requests and putting money back on my account). I thought I was just keep winning and thats where the money coming from, and were betting more than I usually do.
They sent me email which I will attach below the post.
So they having problems with many withdrawals for some reason, but when I was depositing every 10 minutes they had ZERO problem with that. (I actually replied this to their email because for some reason anytime I click on the live chat, regardless if its the one on their site or the one they provide in emails IT NEVER WORKS also its kinda funny how they always attach that live chat to emails but to this one they didnt for ''some reason'' )
Can they even do that? Minimal withdrawal is 50 bucks. They never mentioned to ''bundle winnings and withdraw into single transaction'' thing....
I find this very not cool and might just go to competition.
Im sorry if I sound kinda weird and grammar is not on point but I havent slept much and Im actually kinda pissed of the way they treated me.
Waiting for other peoples opinion about this. Thanks

 

[The Viking]

Well what i usually do if i win and cashhout in quick i succession i cancel the previous one and make one larger ?
not always option though as Bitstarz is one of the quickest when cashing out to Neteller

 

[questionmark?]

Well what i usually do if i win and cashhout in quick i succession i cancel the previous one and make one larger ?
not always option though as Bitstarz is one of the quickest when cashing out to Neteller

I wouldn't mind them cashing out an hour or two OR FIVE longer if they actually cash out instead of cancelling it, because I cash out too many times..... Imagine gambling LIVE and when you want to cash out the machine tells you that you can't because you need to bundle your withdraws.... I mean if there was sign on the machine that actually say that then sure no problem. But.... yeah. I just think this is bullshit. Now I was playing and I had 200. Normally I would already cash out 50 or 100 and keep playing, but now I didnt because of them making problem out of it. And I already lost that 100 which normally I would cash out. You get my point?
Also. Why do I have to bundle my withdraw? Why can't they bundle them and just cash it out whenever I have 5 requests for example? BECAUSE when the request is on going I have no access to those funds AND CANT LOSE THEM. But if they put it back on my account I got easy access (without having to cancel withdraw) and I can lose them easy. Especially if ''I have to bundle them'' whatever that means. Does it mean I have to keep bundling them untill I lose them all? Because that is probably exactly what they meant.
If they don't like withdrawing 50 bucks then just make the minimal withdrawal more than 50 bucks. As simple as that.
And most important is how can they even cancel them and put it back on my account WITHOUT notifying me on the website??

 

[maxd]

@questionmark? you should check with rep, @BitStarz, about this, that's where you're going to get a definitive answer.

 

[questionmark?]

@questionmark? you should check with rep, @BitStarz, about this, that's where you're going to get a definitive answer.

Oh Im actually counting on him showing up here and explain to all how come so big casino has problem with 5 withdrawals made within 2 hours. You don't have enough people? Well maybe hire more, since you make so much money. I understand it might be frustrating withdrawing 50 bucks every half an hour. But I did not break any rules. Theres no sign ''BUNDLE YOUR WITHDRAW". They also ''KINDLY'' asked me to do it, yet they cancelled those without me having anything to say. And no notification about this on my side, was just AMAZING move. So if I was playing auto spins and went for a ciggarette, Id come back and think the amount I have I actually won on autospins. Then possibly I would lose more then I could afford, since I'd think I have more then in reality I would.
ALSO after I posted this, literally few hours after I noticed they changed the top bar on their website. The cashout is now hidden deeper in options lol. But they left the deposit option LOL. That just proves my point. Did my post have anything to do with this? I belive so. Since their website was exactly the same since I remember and suddenly they changed it few hours after my post.
old: (sorry about quality but I just found random pic on my phone which I took yesterday of 'bigger' win)

new:

Also how come they advertise their ''excelent support live chat'' (see at the bottom of their email which I attached) IF ITS NOT EVEN WORKING. I tried on 3 (THREE) different devices. It never works. Tried half year ago it didnt work. Tried today didnt work. I find this very interesting.

 

[maxd]

Oh Im actually counting on him showing up here ...

It's generally considered good form to reach out to the rep to attempt to settle the issue privately before going to the forums. I'm fully aware that may not quite as satisfying as broadcasting but it is a lot more courteous. YMMV.

- Max

 

[questionmark?]

It's generally considered good form to reach out to the rep to attempt to settle the issue privately before going to the forums. I'm fully aware that may not quite as satisfying as broadcasting but it is a lot more courteous. YMMV.

- Max

Like I said before. Their ''excellent live chat'' is not working. I replied to the email they sent me, no answer from them. So you telling me I have to spend my time and look for those people to be considered a good person, even tho they treated me the way they did? A customer who made about 30 deposits on their casino?
... Why do I even need to explain myself to them why I want to withdraw the minimum amount? And how could they even cancel it the way they did.... 3 times? ''Kindly''..... Sorry, but I think I did not do anything wrong and I tried contacting them but due to their LACK of customer support I was forced to come here and write about my problem.
I know you people support them on this forum. I can even see advertising them RIGHT ABOVE my post which complain about them, lol. But it does not change the fact that they did not treat me fair and this should never happend. Like I said. Depositing every 10 minutes is fine, even tho they confirm each deposit the same way they confirm withdrawals. But when I want to withdraw few times suddenly theres a big problem.

 

[BitStarz]

Hi @questionmark?

Could you provide your BitStarz username? This so I can look into your account from our end as well
to see what happened here.

@maxd thank you for the usual ping

Olle

 

[BitStarz]

Hi there,

I think I found your account

Now, there was a lot of info here so bear with me.

So they having problems with many withdrawals for some reason, but when I was depositing every 10 minutes they had ZERO problem with that. (I actually replied this to their email because for some reason anytime I click on the live chat, regardless if its the one on their site or the one they provide in emails IT NEVER WORKS also its kinda funny how they always attach that live chat to emails but to this one they didnt for ''some reason'' )

In regards to the difference between withdrawals and deposits, I don't think there's any casino in the world that does manual confirmation for deposits and no check what so ever for withdrawals. We can of course argue if there should be for both, or not any checks on either, but I think a lot of people would be less than happy if there was manual confirmation on deposits, and we at BitStarz do have a 7 minute average cash out time, so there's not much wait there. But sure, we could improve there too.

Now, to the email you attached here saying the live chat didn't work. There's no link to live chat in the email, there's a link to the rating however, but that is taking you to the official LiveChatInc page to verify that the rating is correct, but there's no link to the actual live chat. Also, by using the quotation signs "some reason" I presume you think it's a deliberate attempt to not attach any live chat link, which I have to confess is a bit far-fetched. I'm not sure how it would help us to prevent people from accessing live chat. But maybe there's an improvement we can do there and add a link to it.

Every person has a different experience and react differently to various situations. In this case, it was a polite request to ask you to not make tons of minimum deposit requests, and instead try to bundle them to make sure everything runs smoothly. The withdrawals are pushed through manually on our end, so by making many small ones, it's going to take more time. We might be of different opinions here but I don't think the email was worded in a rude way, saying you did something wrong and you're gonna face some repercussions because of it, But that's solely my opinion and yours may differ.

Also, you mentioned you tried to contact live chat via the site and that you've sent emails to us which we haven't replied to. But unfortunately I cannot see you ever being in contact with live chat nor having sent any emails to us. Perhaps you can post the email you sent, here? But yeah, I cannot see that any email arrived in the support inbox from you.

Just to point this out as well, you don't have any pending withdrawals as of right now. You increased the minimum amount and all your cash outs were processed, a bit slower than usual (11-13 minutes) but still relatively fast. You've also more than doubled your winnings since you started to play here.

Now, I am curious about the fact that you haven't been able to reach live chat or been able to contact us in any way shape or form. Would be great if you could send me a video where you try to access live chat and you're unable to do so. Once more I'd like to point out that live chat is there for a reason, to solve problems. So it doesn't make any sense for us to prevent you from contacting us, it will do more harm than good to be fair. So if you can make a video where you replicate any errors in that regard, I'd be very grateful.

Looking forward to your reply so we can improve upon the things you mentioned.

Olle


Edit: Also, regarding your claim that there were no notification when your withdrawal was cancelled. That's the email you posted above. That's the notification. It even says we've placed the funds back in your account. That email was sent 2 seconds after your withdrawal was cancelled.

 

[questionmark?]

Hi @questionmark?

Could you provide your BitStarz username? This so I can look into your account from our end as well
to see what happened here.

@maxd thank you for the usual ping

Olle

Why would you need to look into my account regards this thread? I dont see any reason. I don't know what you will do to my account so I'm not really willing to do this. However I'm providing piece of transaction history which Im referencing to.

 

[questionmark?]

In regards to the difference between withdrawals and deposits, I don't think there's any casino in the world that does manual confirmation for deposits and no check what so ever for withdrawals. We can of course argue if there should be for both, or not any checks on either, but I think a lot of people would be less than happy if there was manual confirmation on deposits, and we at BitStarz do have a 7 minute average cash out time, so there's not much wait there. But sure, we could improve there too.

Then how come sometimes when I deposit I need to wait for confirmation and sometimes I dont? (crypto)
I always send to the same address when depositing.

Now, to the email you attached here saying the live chat didn't work. There's no link to live chat in the email, there's a link to the rating however, but that is taking you to the official LiveChatInc page to verify that the rating is correct, but there's no link to the actual live chat. Also, by using the quotation signs "some reason" I presume you think it's a deliberate attempt to not attach any live chat link, which I have to confess is a bit far-fetched. I'm not sure how it would help us to prevent people from accessing live chat. But maybe there's an improvement we can do there and add a link to it.

You attach livechat link to EVERY email I ever recived (even tho it's not even working) but to this one you didnt. Its like you knew I would complain about you cancelling my withdrawals so you did not attach it. Since you apperantely don't know it's not working, what Im saying makes sense.

Every person has a different experience and react differently to various situations. In this case, it was a polite request to ask you to not make tons of minimum deposit requests, and instead try to bundle them to make sure everything runs smoothly. The withdrawals are pushed through manually on our end, so by making many small ones, it's going to take more time. We might be of different opinions here but I don't think the email was worded in a rude way, saying you did something wrong and you're gonna face some repercussions because of it, But that's solely my opinion and yours may differ.

This was not polite request as you cancelled those without even notifying me in actual game or on your casino website.

Edit: Also, regarding your claim that there were no notification when your withdrawal was cancelled. That's the email you posted above. That's the notification. It even says we've placed the funds back in your account. That email was sent 2 seconds after your withdrawal was cancelled.

You think I stare at my email when Im gambling because you might suddenly decide to cancel my withdrawals?
There are notifications on the website regards withdrawal processing, so how come theres no notification about you canceling withdrawal?

Also, you mentioned you tried to contact live chat via the site and that you've sent emails to us which we haven't replied to. But unfortunately I cannot see you ever being in contact with live chat nor having sent any emails to us. Perhaps you can post the email you sent, here? But yeah, I cannot see that any email arrived in the support inbox from you.

Now, I am curious about the fact that you haven't been able to reach live chat or been able to contact us in any way shape or form. Would be great if you could send me a video where you try to access live chat and you're unable to do so. Once more I'd like to point out that live chat is there for a reason, to solve problems. So it doesn't make any sense for us to prevent you from contacting us, it will do more harm than good to be fair. So if you can make a video where you replicate any errors in that regard, I'd be very grateful.

I also made videos trying to use live chat through your casino website and through email link, both not working. I don't know how to upload those though. Basically whenever I click on the thing in right bottom corner on your website it just starts spinning and spinning forever. When I click on the link provided through emails it redirects me to blank page. With the tab titled ''Contact us via LiveChat!''. I could wait until my death and nothing shows up.

Just to point this out as well, you don't have any pending withdrawals as of right now. You increased the minimum amount and all your cash outs were processed, a bit slower than usual (11-13 minutes) but still relatively fast. You've also more than doubled your winnings since you started to play here.

I'm not talking about pending withdrawals. Im talking about you cancelling my withdrawals without even notifying me about it ON THE WEBSITE.

I dont see how my winnings are related to this thread anyway. I find this really weird you actually mention this as it got nothing to do with you cancelling my withdrawals although making me belive I have more money at the actual moment than I actually had. Also, my ''doubled winning'' came from the very first jackpot I ever had!... like few hours after making this post! Wow thats a huge coincidence I got to say
So you basically saying since I doubled my winings you can cheat me and make me lose some money by making me belive I have more money than I had? Im not saying you did that on purpose. Im saying how it impacted me. Since I was betting more then I would if I knew I dont have as much and that those withdrawals bounced back.

edit reason: typos
edit2: since you know what account is mine I feel like its burnt already, since Im complaining about your casino. I guess Ill just lose whatever I have left on it and bounce.
edit3: since I have your attention. I'll be nice and let you know that two of the games you have on your casino are not working properly. wild wings phoenix and howling wolves. whenever I played these, every 5 - 10 spins they were stuck on spinning forever and I had to refresh the page to make them 'unlock'. very frustrating. never had this kinda problem with any other game. also thats on pc. on mobile it was fine although i had not played much so I dont know. often happens in bonus games on high stakes..... made me wonder if you interfere in results of spin but I have no idea so not going to talk sh*t.

 

[questionmark?]

Uploading videos now with livechat not working Will update whenever its done. Let me just mention this same thing is happening since I remember. It never worked. Im sure you guys know about it Im wondering where that award came from though..?

 

[maxd]

It's come to my attention that there may be more to the OP's story than meets the eye. Thread temporarily locked while I sort this out.

- Max

 

[maxd]

Ok, that's done. Now to business:

@questionmark? , is there a specific problem that needs attention here? If yes please describe that problem as briefly as possible please.

- Max

 

[questionmark?]

@questionmark? , is there a specific problem that needs attention here? If yes please describe that problem as briefly as possible please.

The problem is that their cancelling of my withdrawals without any notification -in game or on website- caused me to lose some money and if I just ignored it this could happen to anyone else. So I believe this thread could be more useful for other people than for myself in this case, (since I cannot actually prove I lost money because of the cancellation reason anyway). I went kinda off topic with my replies because bitstarz employee asked me all these questions, so I kindly answered all of them trying to be as much on point as I could, also providing evidences to each of my word. He tried to make me look like a liar, even tho I'm sure he knows about everything I said before, but I still proved my rights for other people to see that his nice words could be only covering up the actual issues with their service. If I did not post all this, Im sure they would be doing exactly same thing to other people, regards cancellation of withdrawals with no notification, but now I think they might think twice before doing that to someone else (or not).
Also can someone actually explain why their customer service is not working and yet they claim its everything good and it works?
And I still didnt get an answer if this is legal from their side to just cancel my LEGAL withdrawals for nor reason other than laziness, or for their strategy to make people lose money? I never requested instant withdraw. I simply requested withdraw. They did not have to do it right away. And surely they did not have to cancel them at all, putting them back on my account which I was not aware of.

 

[maxd]

Ok, thank you. At this point I believe you have sufficiently stated and re-stated your issue. Anything further would IMO be encroaching on Forum Rules item 1.11. As I see it you now have two options:

1. file a Player Arbitration (aka PAB) complaint with us here and we'll see what we can do to assist you with this.
2. leave things as they stand knowing that what you've posted here is more than enough to alert players to the issues you've raised.

If you have any questions feel free to PM me.

Thank you for your cooperation.

- Max

 

[questionmark?]

Number 2 please and thank you. Hope this will help someone.

 

[maxd]

Quite so. And I have since received confirmation of what I had suspected. You've been trying to blackmail the casino into giving you money you don't deserve in order for you to stop posting against them. That's a bootable offence here at Casinomeister: questionmark meet curb. Take your filth elsewhere.

 

[The Viking]

Well that took a sudden u-turn but then again he did post a lot and most times when peeps start posting like that in public
it always look more like a blackmail, instead of going privat with the Rep.
Like just this week i did PM a rep in here because of a payout taking way to long, all clear and on its way
Have good manners, and play by the rules, maybe thats why i havent had to use any sort of PAB service for the past
18 years of gambling.
But sure is good knowing about it so helluva job Max