BitStarz Casino - プレイヤーの賞金は没収されました。

Okay I won the money with a welcome bonus and once I tried to withdraw ittheysaidthey wereforfeiting my winnings because of a max bet bonus rule which they did not tell me about I had no clue about it at all I do not think that is fair so they forfeited my winnings but then they kicked me out I don’t think they should be able to do that they should have told me about the max bet and even if they did not and if they can forfeit my winnings I think I should get to keep the kk ey that I won after the bonus was completed

Dear Rbacon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Our position regarding the breach of the maximum bet rule 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.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Rbacon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.