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Bitstarz - Promotions

Ruling

Declined - As this complaint relates to customer service and a desire to receive more promotional benefits than are provide, we have no authority to intervene.

Read our BitStarz Casino Review.

Player's Complaint

You back this casino and the same agent is rude and totally does not help. I play at a few different casino's so keeping up with the time difference is difficult at times, I have missed the promotions many times and I usually go into the chat and ask why it wont work and the same agent I get every time is MIKE, he informs me that I missed it sometimes it is by a few hours some times longer, he never offers me anything just nope you missed it I am flustered cause its happen again and ask ok can you offer me something else his response is nope, so this time i believe i missed the offer by 1.5 I asked [REMOVE] if he could offer me something NOPE this time i got flustered because its happen numerous times and other casinos seem to help out and give me something if that happens( not to mention the casino is under the jurisdiction of Curaçao so it gets confusing sometimes ) anyhow i said fine just close my account, he asks for my email and says by the way you had free spins but your account is now closed have a nice day! I have never been able to speak with any other agent and the other times that this has happen I was like ok but give me a break when its happen a few times ( and yes my fault ) throw me a courtesy of a bonus I drop pretty good money but stopped doing it as much at this casino because this was happening any how just thought he was quite rude and would like to see him have a customer service class

Read the casino review

3 Responses

User icon
ThePOGG
April 2, 2019

Hi ypilote - welcome to ThePOGG.com!

There's nothing we can do to help you in this instance. If you are unhappy with the level of promotional incentives you are being offered by BitStarz all I can suggest you do is play with another operator. We have no scope or authority to stipulate where and when operators have to provide bonuses.

Thanks,

ThePOGG

User icon
ypilote
April 2, 2019

I totally understand you have no control on what the bonus was my point was how rude the customer service rep was and are they not backed by your guarantee?

User icon
ThePOGG
April 2, 2019

Hi ypilote,

Your view on the customer service you received is entirely subjective and, if as you describe, you have repeatedly experienced the same issue because you have not kept to the promotional times required, firstly it is understandable if the operators CS team are becoming frustrated with that and secondly what you describe is not "rude" it is simply politely telling you that they are not giving you what you are asking for.

Our guarantee is there to ensure you are not treated unfairly - i.e. not paid when they should have - not to allow players to claim money back any time they feel that a casino representative hasn't maintained the level of social decorum that the player would prefer.

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.

April 2, 2019

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