Bitstarz - unfair gameplay

Ruling

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

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Player's Complaint

July 18th, 2021

12:26 pm to 12:28 pm

“Book of Fortune”

A total of 6 spins in which the reel outcome I was presented with produced significant wins.

12:26 pm

Game ID: 11451857613

10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row

Result should have been 45,000 wins, instead I received 0

12:27pm

Game ID: 11451868974

10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row

Result should have been 45,000 wins, instead I received 0

12:27PM

Game ID: 11451871760

7 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row

Result should have been 31,500 wins, instead I received 0

12:27

Game ID: 11451874971

10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row

Result should have been 45,000 wins, instead I received 0

12:28pm

Game ID: 11451889658

10 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row

Result should have been 45,000 wins, instead I received 0

12:28pm

Game ID: 11451892745

7 lines at 1.50x bet landed full screen castles with payout at 30000xbet for 5 matching castles per row

Result should have been 31,500 wins, instead I received $1.5

(Refer to Fortune Spins 1-6, Paytable, Paylines)

July 18th, 2021,

Created a ticket through the Bitstarz Casino live chat support. Provided screenshots of 4 of the wins to support my claim. (refer to Live Chats) The days following, I continued to make deposits and play.

Aug. 8th,2021,

When cleaning out my email I came across a response email to my claim that was originally sent on July 19th, informing me that the game paid me out accordingly and the case was now closed. (Refer to Followup Chats)

Aug. 10th, 2021,

While playing at the casino, the game would glitch, malfunction, skip, and finally froze. When I logged back into my account and reloaded the game, my balance was smaller that what it had been at the time of the game freezing. Frustrated, angry, and tired I sent my VIP manager an email requesting to close my player account. I made the decision after everything that enough was enough.

This email resulted in several exchanges between myself and my VIP manager. The screenshots of our correspondence with each other from that night has been submitted. (Refer to VIP chats)

He told me I was wrong, and when I asked how? I never and still have not received an answer.

I would like to point out that [EDIT], nor the game provider, nor any of the agents that I had spoken to regarding this have ever mentioned anything about a glitch, malfunction, nor have they offered any kind of explanation that would give a clearer understanding how my screen shows different than what the system they claim recorded.

The answer I’ve been given is always the same “I’m wrong, the game paid accordingly “How is it that I can lose thousands of dollars consecutively, daily, repeatedly, and every loss is correct. The minute I roll a large major combination, suddenly I’m wrong.

I have deposited an extremely large amount money over the years into this casino, loosing most of it. (Included I’ve submitted transaction history refer to Trans history). I earned the VIP status early into my playing days and maintained it up until I closed my account. I’ve reported discrepancies regarding calculations three times. The second time is discussed in the correspondence between myself and [EDIT] (refer to VIP Chats) It wasn’t investigated until I asked to close my account by [EDIT], there’s not much I had to say regarding that because it had been so long ago and the exact details and factors I couldn’t recall fully. The day it happened though; I had reached out to olle who directed me to instead seek support for the issue from live chat. (Refer to; Prior inacurracey), of which nothing came of it, because I didn’t provide information requested. Oddly enough the info they wanted I had already provided twice in the same chat just moments before all they had to do was scroll up and read my last message. Instead, they tossed my complaint. (Refer to VIP Chats 1). Unlike before though, I was diligent, and screen shot my results as it happened. What more can I do to protect myself as a player when pictures, apparently are not enough? My history with the casino which includes the significant amount of money I’ve invested and had continued to invest have no bearing on my credibility in these types of scenarios. Its so redundant how when a problem arises and discrepancies are noted or disputed its always the player who’s wrong, labeled a scammer, and dismissed like a junkie trying for a fix. As though the problem couldn’t possibly arise from the casinos side of things. I don’t know why the casino system records differ from what was portrayed to me via my phone. I don’t know why Bitstarz refuses to acknowledge the proof so that a proper investigation can be conducted to figure out why this has happened. I know that I am not wrong, I have no control over the software, and I cannot manipulate the reels. Which can only mean the problem lays with the casino, therefore they are responsible for honoring the pays associated with these spins. Not just take my money. Tell me I’m beat. That’s the definition of unfair gameplay. Its also the responsibility of the casino to find out why this is happening so that they can fix the issue for the system records and the players experience correspond with one another producing matching results. ***Game play transaction for Book of Fortune is Submitted under “BOF GP”***

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