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BitStarz - Unfair withdrawal procedure

Ruling

Found for the Casino - As with any business, operators are allowed to vary the terms of the promotions they offer as long as the terms that are applied are advertised before your participation in the promotion.

Read our BitStarz Casino Review.

Player's Complaint

Hi

Thanks for giving me the opportunity to present my case.

I have been playing at Bitstarz for months now making deposits almost every day. Now every Friday i receive a 5 mBTC loyalty bonus with a wagering requirement of 175 mBTC. 2 weeks ago I managed to meet the wagering requirement and my balance was 60 mBTC so I decided to cash out my winnings. My cash out was accepted and I received my full amount of 60 mBTC to my Bitcoin wallet without any delay. Then I ended up re-depositing 2 small portions of my winnings back into the casino then the following day i deposited the remaining 40 mBTC i had left. I ended up losing everything which is something that happens and I accept that. Now the Friday 2 weeks later which was yesterday the 29th of June I received the same bonus of 5 mBTC and managed to again meet the wagering requirement and had a balance of 74 mBTC so continued to play a bit dropped all the way down to 21 mBTC and managed to get back up to 60 mBTC so i proceeded to cash out then My cashout of 60 mBTC gets discarded and a cashout of 55 mBTC gets accepted and i now have 5 mBTC in my account to use so I figured okay so they accepted the 55 and for some unknown reason havbe left the other 5 in my account. So i wait an hour or so to receive the accepted cashout of 55 mBTC but nothing comes which is strange cause Bitcoin processing times are almost immediate.So I get on to live chat to resolve situation but I am told that the max cashout once wagering has been met is 5 mBTC yet 2 weeks prior it was not the case. Their policy states which I only read yesterday that max cashout of 5 mBTC on bonus which is fine and I get that. What I find starnge is howcome 2 weeks ago with the exact same process I managed to cash out my full amount even though it all went straight back into the casino yet 2 weeks later i can't. It has upset me greatly as I deposit so much to this casino and they wouldn't even try to see the situation from my side even after my loyalty to them. I have all records of my transactions and the transcripts from chat yesterday. Please let me know if you can help me it would be greatly appreciated. Please let me know what I must do next

Kind Regards

[EDIT]

Read the casino review

1 Responses

ThePOGG
July 2, 2018

Hi sicasyou - welcome to ThePOGG.com!

Unfortunately there's not going to be anything we can do to help you in this situation.

Operator have the right to decide the terms and conditions of the promotions they offer and the right to change them as they see fit as long as the terms being applied are in place before your play.

While I understand that you may be frustrated that the operator has changed the terms of this promotion in the intervening two weeks, that does not make this unfair.

Sorry we cannot be of further help!

ThePOGG

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Agreement

sicasyou 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:

July 2, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.