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bitstarz casino did not comply with their bonus clause rules

I received the "Second chance Free spins" event bonus on May 06, 2020 09:03

May 07, 2020 09:03 Bonus expires and cancelled

The casino removed the $ 1000 winnings I won in the live blackjake game

But the rules and regulations of the casino do not write that they can remove my 1,000 $ winnings

These are the terms and conditions

https://www.bitstarz.com/bonus-terms-and-conditions

You can see that "NO DEPOSIT BONUSES TERMS AND CONDITIONS" is a no deposit bonus. And I have made more than 4 deposits.

My bonus event should belong to "FREE SPINS TERMS AND CONDITIONS"

However, the terms only mention that if the bonus is cancelled, it will only remove the bonus and not 1000 $ winnings

The bottom bonus type rule is "GENERAL BONUS TERMS AND CONDITIONS

Rule 10 mentions that this type of bonus can be confiscated along with winnings

But I participated in the online blackjake game during the bonus event when I received the bonus event that day

My bet amount meets the requirement

Take a look

"GENERAL BONUS TERMS AND CONDITIONS"

Rule 6 "Please note that different games contribute to a different percentage towards the wagering requirements. Slots contribute 100% (aside from excluded ones and classic slots, see below), while all table games, video poker games, and live games contribute 5% . "

But the event bonus is still cancelled

So I think the terms of my bonus rules should belong to "FREE SPINS TERMS AND CONDITIONS"

I want to know which rule of the casino removed my 1000 $ winnings?

Dear zhuzhuxia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:

"1.a The maximum winnings that will be paid out resulting from a free bonus or free spins without deposit (eg. the 20 free spins upon registration, Wednesday Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus (exception VIP players who have specifically been set on a VIP Cashback Deal as part of their Friday Loyalty Bonus)) will be 100 EUR/USD/CAD/AUD/NZD/USDT, 1,000 NOK, 0.3 BCH, 1.5 LTC, 0.6 ETH, 30,000 DOGE, 400 PLN, or 6,000 RUB. In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 15 mBTC. Any winnings exceeding this amount will be forfeited."

However, I can see from your game history, that your winnings were raised from playing blackjack and not from the spins. And that there were no winnings from those free spins.

Therefore I will try to contact the Bitstarz Casino and ask for their cooperation, as we would like to know why your winnings were confiscated and your balance returned to the original state it was before playing with spins.

I hope we will be able to help you resolve this issue as soon as possible.

Best regards,

Kristina

Hello Zhuzhuxia,

I spoke to BitStarz Casino representative. I was informed, that you played with bonus money generated from the free spins with the same name, but, unfortunately, the bonus expired prior to you meeting the wagering requirements of this bonus. The casino didn't take your money - when the bonus expired, money derived from it automatically disappeared as well.

I apologize, we have to reject this complaint based on mentioned above and on evidence provided by the BitStarz Casino, where it is clear to see the expiry date and time of this bonus.

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.