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Bitstarz - Bonus

Ruling

Found for the Casino - To ensure that bonus terms and conditions are dropped you need to ensure that you complete them or your balance reaches zero.

Read our BitStarz Casino Review.

Player's Complaint

I won free spins and played for quite awhile when my money was down to $0.32 I added $35.00. I kept trying to go into different games but it kept saying I had a bonus so I went to chat and asked what bonus would I still have the response was that I still had it from my free spins and the money I won. I was quite upset obviously and asked how much before the bonus is gone and he said i have wagered 134.75 out of 570 CAD. this is with me using a bunch of spins from my winnings before I added the 35.00, he said i needed to take it down to $0.05 I was winning again with my new deposit but I was not able to take the money out and it baffles me how they can do that. I just think people should be warned about this and I always check your reviews before signing up to a casino. I do have the transcripts from the chat with the guy I just have no where to upload it.

Thank you

[EDIT]

Read the casino review

1 Responses

User icon
ThePOGG
February 8, 2019

Hi ypilote - welcome to ThePOGG.com!

Unfortunately there's not a lot we can do to help you here. It's effectively standard practice across the industry for bonus wagering requirements to void either when you complete the wagering requirement or when the balance drops to zero. In this instance, if your balance hasn't reached zero before you deposited, the remaining wagering requirement is going to carry over to your new deposit.

All I can suggest is that in future where you receive a bonus you make sure you either complete the wagering requirement or ensure your balance drops to zero before you deposit.

Sorry we cannot be of more help!

ThePOGG

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Agreement

ypilote consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bitstarz
  • Curacao eGaming
  • Direx N.V.

February 8, 2019

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