BitStarz Casino - プレイヤーの賞金は没収されました。

Hello,

I would like to file a complaint against BitStarz Casino regarding confiscated winnings related to a bonus promotion.

I received a "Monday Reload Bonus" worth 186.25 USDT with a 40x wagering requirement (7,450 USDT wagering).

While completing the wagering requirements, the casino system allowed all of my bets to be placed normally. At no point during gameplay did the system:

block my bets,

display any warning,

notify me that I exceeded a maximum bet limit,

suspend the bonus,

or prevent further wagering.

After I completed the wagering process and requested a withdrawal, the casino rejected my withdrawal and confiscated both the bonus and all winnings, claiming that I violated the "maximum bet" rule in the bonus terms.

I believe this is unfair because the casino allowed all gameplay to continue without restriction or warning until the wagering was completed.

If the bets truly violated the bonus rules, the system should have automatically prevented or rejected those bets instead of accepting them and later confiscating all winnings.

I respectfully request:

the exact bets they claim violated the rule,

the exact maximum allowed bet amount,

proof that this rule was clearly communicated before and during gameplay,

and a fair review of the confiscation decision.

I am willing to provide screenshots, emails, bonus history, and betting history if required.

Thank you.

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Dear gehui1969,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

3.10. Until the playthrough requirements have been met, the maximum allowable bet with a bonus active is 5 EUR/USD/CAD/AUD/NZD/USDT, 50 kr, ¥500, 0.01 BCH, 0.05 LTC, 0.0015 ETH, 25 DOGE or 0.00006 BTC.

Our position is closely explained in the 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 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 jean.s@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,

Jean