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I completed the wagering requirements for a no‑deposit Friday Loyalty Bonus at BitStarz. After wagering was marked "Wager Done," the bonus information and maximum withdrawal limit disappeared from my Rewards page. At that point, there was no visible withdrawal cap shown anywhere in my account or during the cashout process.

I continued playing with the remaining balance and won approximately $120 from a $0.20 bet on Alien Fruits. I attempted to withdraw around $191. BitStarz later canceled or adjusted my withdrawal and confiscated funds, citing a maximum withdrawal limit that was only visible while the bonus was active and not visible after wagering was completed.

In the chat transcript, I stated:

"thw details on terms were gone... it said nothing on my acount bonus page anymore..."

Support confirmed the cap was only displayed while the bonus was active, refused escalation to a compliance officer, and closed the chat.

I believe this is unfair and non‑transparent, as the withdrawal cap was not visible at the time of withdrawal. I request CasinoGuru’s assistance in mediating this dispute.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What was the balance in your account after you completed the wagering requirements of the Friday Loyalty Bonus?
• Were your winnings transferred to your real-money balance immediately after the bonus requirements were completed, or were they still displayed as bonus funds?
• After completing the wagering requirements of the Friday Loyalty Bonus, were your funds automatically reduced to the maximum allowed win amount, with the remaining balance being removed?
• Did you start playing with the "Second Chance Free Spins" only after completing the wagering requirements of the Friday Loyalty Bonus?
• Could you please clarify how you received this second bonus? Was it credited to your account automatically, or did you have to activate it manually (for example, by entering a code or completing another action)?
• How much did you win from the Second Chance No-Deposit Bonus?
• Did you make any deposits between using the two no-deposit bonuses?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear xhalfasoulx,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru