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BitStarz - Unpaid winnings

Ruling

Found for the Casino - Unfortunately this player's win can be directly attributed to free spin funds, meaning they are subject to a max allowed win.

Read our Bitstarz Casino Review.

Player's Complaint

I hit a jackpot after my first deposit and did a withdrawal and they have taken the funds, they are saying that my winnings are a direct result of my free spin bonus but how is that possible it I did the deposit before I hit the jackpot

Read the casino review

2 Responses

User icon
ThePOGG
November 17, 2017

Hi R1CKJAMEZ - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
December 15, 2017

Hi R1CKJAMEZ,

I've now had to review your case in detail. Unfortunately we cannot support your claim.

You initially claimed a no deposit free spins bonus. This bonus came with a maximum allowed win. When you made your deposit the funds from the free spins, exceeding the maximum allowed win, were still in your account. At this point your balance is structured as follows:

- Deposit

- Deposit Bonus

- Free Spins Winnings that are valid

- Free Spins Winnings that are void

During the subsequent play your balance dropped to the point where you'd lost all your deposit and deposit bonus significantly before you hit the win in question. This means that you were playing with the free spins winnings, which means you could not win more than the maximum win associated with the free spins. As such the operator are within their rights to void the win as you were playing with funds derived from the free spin bonus at the time it occurred.

I'm sorry we couldn't do more to help you.

ThePOGG

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Agreement

R1CKJAMEZ 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:

November 17, 2017

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