BitStarz Casino - Povlačenje igrača je odloženo zbog problema sa bonusom.

I deposited $45.79 in my Bitstarz account on February 27, 2026 and played for about 1 hour and 30 minutes, I won $600.00 dollars and played it down to $451.00 dollars and then attempted to with draw my winnings, Bitstarz then sent me a conformation email and I did confirm that I was trying to with draw the $451.00 (before their fee was taken out in the amount of $22.18 dollars) but 2 hours later I still had not received the money, I then contacted their support personnel and they said because of a bonus I had from 14 days prior in the amount of 0.19 cents they were not going to pay me the $428.82

dollars(after their fees were taken out) that I had won. I don't believe that was fair considering that every time I have had less than a dollar left from a bonus they have always removed the bonus amount that was left, and the bonus was from 14 days prior to the 27th of February, I feel that if they were worried about the 0.19 cents then they should have taken that from my winnings and paid out the remaining $428.63. Thank you for your time.

Sincerely Jacqueline *****

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when you accepted the bonus that affected your payout?
• Is this bonus recorded in your bonus history? Would you be able to share the relevant screenshot here?
• Could you please share with me your communication with the casino regarding the justification for the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for your reply and the information shared via email.

Do I understand correctly that the issue occurred due to the welcome bonus not deactivating despite your low balance?

Could you please share the communication from the casino you refer to in your first post?

I then contacted their support personnel and they said because of a bonus I had from 14 days prior in the amount of 0.19 cents they were not going to pay me the $428.82

Thanks in advance for your cooperation.

Please let me know if you got the communications you requested if not I can send them to you again

Dear Jacquem,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Jacquem,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BitStarz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi there,

Thanks for roping me in.

I think there's some kind of misunderstanding here.

The reason for the money disappearing is a confiscation due to multiple accounts using the same device. For the OP, you already have an account in your name which you stopped playing on in December of last year. We asked you about this at the time of confiscation and you deny ever having one. Despite it being in your name and using the same device.

As these winnings came from the welcome offer on the new account, it's rather problematic as you already had an account.

Olle

I had that account in December that I was no longer allowed by the casino to log into without any reason as to why I was not allowed access to there for another account was made. I denied having that account because I was not allowed toed access to it.

Dear Jacquem,

I regret to inform you that, unfortunately, I will not be able to assist you further with this matter. The casino has indicated that you have created multiple accounts on their website, which is in direct violation of their terms and conditions. While you mentioned that you did not have access to your initial account, it is important to note that this does not constitute a valid excuse. Upon reviewing the evidence, it appears that you were active on both accounts as recently as February 14th. As a result, I am forced to close this complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.