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Bitstarz - Unavailable Games

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Bitstarz Casino Review.

Player's Complaint

Hi,

Before joining BitStarz casino i browsed the games available and found two that I had been looking for namely Crazy Time & Dream Catcher by evolution games. Given they were available I signed up and deposited $50.

I then spent considerable time trying to locate them to no avail and reached out via live chat and was connected with [EDIT]. I asked the question about why i could not locate the games and [EDIT] responded that Evolution games no longer accepted my currency. [EDIT] went on to suggest using crypto currency as an alternative.

Feeling this was not right I checked the FAQ and Terms & Conditions and found the FAQ specifically mentioned "All games are available in the fiat currencies, however some providers are not available when using cryptocurrencies." Located in the Casino Tab as the answer to "Are the games available on all currencies?"

[EDIT] was unable to help further other than to say "It's a recent update from Evolution where they informed us about a month ago." referring to my currency not being accepted.

As i joined BitStarz @ 10:55am GMT+10 15th Oct 2020 and made the initial complaint via live chat @ 11:53am GMT+10 15th Oct 2020 and have made this complaint @ 1:30pm GMT+10 15th Oct 2020

I request my account be permanently closed and the $50 i deposited refunded to my Visa Card without delay.

I have attached screenshots of the games being shown available on the website prior to logging in, a screenshot of the FAQ i refer to in this complaint, the chat transcript between myself and [EDIT] which includes timestamps, and the welcome email i received showing the timestamp i refer to, and finally a copy of the email i have sent to [email protected]

Read the casino review

5 Responses

User icon
ThePOGG
October 16, 2020

Hi p-dunn661 - welcome to ThePOGG.com!

If you are just looking to arrange the withdrawal of your balance that's a matter that you would need to address via casino support.

Thanks,

ThePOGG

User icon
p.dunn661
November 3, 2020

I have tried that but they are refusing to refund

User icon
ThePOGG
November 4, 2020

Hi p-dunn661,

For what reason are the operator refusing your payment?

Thanks,

ThePOGG

User icon
ThePOGG
November 13, 2020

Hi p-dunn661,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
November 21, 2020

Hi p-dunn661,

If we haven't heard from you by Friday the 27th of November I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

p.dunn661 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.

October 16, 2020

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