BitStarz Casino - Hráčův účet byl zablokován.

Hello, I deposited 0.95 litecoin on Bitstarz on August 2nd, I got a double bonus and made a 40x wager as required, at the end I had 12 litecoin, I requested a withdrawal and was asked to verify the account, I sent the documents to do so After a day I contact support and they block my account, what do I do? Being Cuban I can't take legal action but it's not fair that they don't give me back even if it's my deposit Regards

Hola, Deposité 0.95 litecoin en Bitstarz el día 2 de agosto, obtuve un bono del doble e hice un wager de 40x como era requerido, al terminar tenía 12 litecoin, solicité un retiro y se me pidió verificar la cuenta, envié los documentos para hacerlo, pasado un día me comunico con soporte y me bloquean la cuenta, que hago? Al ser cubano no puedo tomar acciones legales pero no es justo que no me devuelvan ni aunque sea mi depósito Saludos

Dear rossonerofeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you made any successful withdrawals before? Could you please advise if you have passed verification before the casino blocked your account?

Have you tried to contact the casino regarding this situation?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, thanks for answering, I had never withdrawn or deposited before, I sent my ID and it was accepted, the other tests for the kyc were being reviewed, a few minutes ago I contacted support and Olivia attended me, with a very different treatment from the previous ones supports told me that they were going to return the 0.95 litecoin that I deposited only and allowed me to enter my account until the withdrawal was made, I already requested the withdrawal, it is still pending

Cheers

Hola, gracias por responder, nunca había retirado ni depositado antes, envié mi ID y fue aceptado, las otras pruebas para el kyc estaban siendo revisadas, hace unos minutos me comuniqué con soporte y me atendió Olivia, con un trato muy distinto a los anteriors soportes me dijo que me iban a devolver los 0.95 litecoin que deposité solamente y me permitió entrar a mi cuenta hasta que se realizara el retiro , ya pedí el retiro, está pendiente todavía

Saludos

Thank you very much for your reply, rossonerofeli. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Bitstarz refunded me the 0.95 LTC I deposited and then they closed my account, I sent the relevant information to Kristina for her team to decide Regards

Bitstarz me devolvió los 0.95 LTC que deposité y luego cerraron mi cuenta, le envié la información relevante a Kristina para que su equipo decida Saludos

I see that your winnings have been confiscated because you breached the maximum allowed bet. I checked the Bonus T&Cs and I found this:

"12. Until the play through requirements have been met, the maximum bet that is allowed to be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 10 BRL, 50 NOK, 0.01 BCH, 0.0020 ETH, 30 Dogecoin, 0.05 LTC, 20 PLN, 500 JPY or 300 RUB. When it comes to Bitcoin players the maximum bet is 0.15 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."

If this rule has been violated, I am afraid that there is not much more we could do here. Could you please advise if you placed bets higher than allowed while having an active bonus?

Yes, I made bigger bets without knowing it, that bonus is a steal: making a 40x wager without high roller power is very difficult. They obtained all my personal data, and then look for something that would prevent me from withdrawing, and if I did not get to ask support to return my deposit, they would not have given it to me, I do not recommend this casino, Thanks for your help, close the complaint

Sí, hice apuestas mayores sin saberlo, ese bono es un robo: hacer un wager de 40x sin poder high roller es muy difícil. Ellos obtuvieron todos mis datos personales, para luego buscar algo que me impidiera retirar, y si no llego a rogarle a soporte que me devolvieran mi depósito no me lo hubieran dado, no recomiendo este casino, Gracias por su ayuda, cierren la queja

I am afraid that in this case, we are not able to help further. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. 

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Thank you so much for everything!! They can close the complaint

Muchas gracias por todo!! Pueden cerrar la queja

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.