Bitstarz - Disregard of Self-Exclusion

Hi Swangdang - welcome to ThePOGG.com!

Please forward the communication chain where you requested your self-exclusion to [email protected].

Thanks,

ThePOGG

HI Swangdang,

We have discussed this matter with the operator and sadly while we would support your claim the operator will not change their position.

The operator has conceded that they did email you informing you that your self-exclusion was "permanent" but claim that this error was sent in error as you selected a 6 month self-exclusion and that is what they have applied.

Our opinion on this matter is that if they have informed you that the exclusion was permanent, the exclusion should have been treated as permanent. If there was a mistake, it was on the part of the operator and that they should take responsibility for that mistake.

Sorry we could not be of further help.

ThePOGG

Is there a gaming licencing authority I can file further complaint with?

I also find it interesting that they are now treating the exclusion as permenant and I have been barred from their casino and all affiliated casinos although I had not put in any exclusion request since the original '6 month' exclusion period.

You would think it either one way or the other hey. Either I was permanently excluded and they should give my money back or it was only a 6 month self-exclusion and therefore why now am I barred from their site? They can't have it both ways, what a joke

Hi Swangdang,

That's not at all unusual. You have looked to claim back losses from a self-exclusion. That means that far from the 6 months being adequate to help you manage your issue, you are still experiencing issues after that point and looking to fault the operator for that. You have significantly stepped-up the red flags associated with your ability to control your play.

While it is our opinion that the exclusion should have been enforced as advertised, once a player steps past simply using responsible gambling tools to trying to claim back losses, the player will from that point be considered high risk and the majority of operators simply will not accept play from that player again.

You can try contacting the operator's license provider in Curacao, but sadly we have not found the Curacao Master License providers to take a position that is player positive historically.

Finally - I am concerned that after this complaint you have expressed any interest to reaccess your Bitstarz accounts. We would strongly advise that you look to take steps to stop gambling completely at this point. You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help.

ThePOGG

Actually you are mistaken in your assumption. I only looked out of curiosity. I haven't really gambled online since this happened, I was only checking. Im very tech savvy and if I wanted to I'd get around the blocks easy enough just the same as with the program you mentioned.

Thanks for advice tho

I was wondering as well if you could shed any light on why you guys here for so obvious reasons have a low trust rating for bitstarz casino whilst the other moderator site bitstarz lists on their page, AskGamblers.com seems to only have Stella reviews of bitstarz and give them full scores as trust worthy??

I posed them the same complaint I did here to see if bitstarz would care to comment on the other forum since their rep seems to have active commentry there and askgamblers regected my complaint altogether and refused to even post it, instead telling me to contact the relevant gaming authorities. Despite having a section in their complaints page clearly describing my exact circumstance and saying in such situations the player is entitled to expect their money to be refunded but then they totally regected my case saying it's not something they are qualified to adjudicate on and don't even post it to the forum where other players might take as a cautionary tale. One might conclude that they are not as impartial as they present themselves to be?

Hi Swangdang,

We could not comment on the policies or decisions of other services.

The grounds for our categorisation of Bitstarz can be found in the Trustworthiness section of the review and references can be found in our Complaints Appendix.

It surprises us that so many other services consider Bitstarz such a reputable operator as sadly we have seen repeated instances of this operator acting in a manner that we would consider extremely questionable.

ThePOGG