This Wednesday I participated in the Wednesday free spin bonus offered by Bitstarz, which I frequently take part in. It requires a 150 euro deposit, and IF and ONLY IF you wager the amount of your deposit, you receive 80 free spins. I did meet the wagering, in fact I confirmed with their customer service on Wednesday that I met the wagering requirement and they confirmed I more than met it.
I noticed the free spin bonus was not credited the next day by the deadline, so i contacted their support. They advised that they have now added the 80 free spin bonus, and they I would need to play it on Game Art's "Dragon King." I thanked them, and went to my profile were the bonus titled "Dragon King" was available to claim.
I claimed it, and proceeded to play, and was very excited to win 19.55 BTC!
I then carefully reviewed the bonus terms, and proceeded to work towards meeting the wagering requirement, which I did for several days. I brought the balance down to 16 BTC, then up to 24 BTC, then down to 14 BTC, and was at around 7-8% wagering met around 3 days into the win. I was excited, having fun, and felt I had a chance to meet the play through requirement within the 30 day deadline. I was careful to bet within the specified limits, etc., and follow all terms.
To my extreme disappointment I logged into Bitstarz today to play, and saw that my BTC balance was 0. I had no email, no call, no message from them, just a 0 balance.
I immediately contacted their chat customer service, roughly an hour ago, and was informed that they had given me the bonus for the wrong game. They claim the "Dragon King" free spin Bonus is not to be used on the Dragon King game, and that they should have given me a bonus for different games instead. They insisted they had to cancel the bonus, since it was an "error."
I explained that was very unfair, especially considering their customer service specifically told me by chat that I had to play the game on Dragon King, that the bonus was called Dragon King, and that I proceeded to play and win on Dragon King. I also told them I am sure if I lost with that bonus they would not have given me 80 free spins on another game, and that it is clear they are only taking this back since I won big (19.55 BTC) using the bonus that I had earned.
They had me wait a while, and then came back to the chat and claimed that the win was also an error, that it paid more than it should have.
So they are asking me to believe (1) it was an error that they specifically told me I had to play the Dragon King game for my 80 free spins (2) that the bonus they credited to my account called "Dragon King Bonus" was not to be played on Dragon King (3) that their system was in error by allowing me to use the 80 free spins on Dragon King (when I opened the game the 80 free spin banner came up and it proceeded to let me play the spins on that game), and (4) that the win itself was also an error.
Furthermore it took them around 3 days to take the money back. As my bonus balance rose up to 24 BTC that must have worried them, since it seemed I was on my way to earning the bonus. And they took the bonus without telling me, no email, no call, no message. I had to contact them when I logged in and my balance was 0.
They are offering me 80 free spins on another game now, which I feel is totally ridiculous.
In my opinion, since they told me I had to play on this game, since the bonus was titled the name of the game I played, and since I won on this game, they should have to honor the bonus and let me continue with my play through to see if I am lucky enough to earn it. Since this was not a free bonus. It was not a no deposit bonus. It is a bonus I had to deposit 150 euro and playthrough 100% to earn. And i successfully did so, as I do frequently (and often loose my 150 euro in the process). Since this is a bonus I paid to earn, I don't feel its fair to just take it back. And I did not violate any of their terms, I did everything right, so it really is totally unfair.
How can they claim all of the error above and also claim even the payout was an error? Can there be that many errors stacked upon each other? I feel they were sure no one would win that much in Dragon King (although it has been done before at other casinos I have found through some research), and that is why they made me play my free spins on that game. Then when I won big, they claimed the bonus was in error, and should have been for other games. And when i questioned the fairness of that, since they themselves told me I had to play on Dragon King and thats the name of the bonus they gave me, they came up with another out which was "payout error."
I spent probably 25 hours playing intensely trying to meet the wagering (with 27 days to go), and all of that time, the excitement of the win, tell everyone I know how great they are, it was all crushed when I logged in today and saw a 0 balance with no explanation.
I hope you can help me reach a favorable outcome. Why would anyone try to earn these bonuses knowing that if you win big they will take the money, even though you comply with all of their terms? They should credit the bonus back, and let me try to earn it. It won't be easy, but then at least it is fair. Otherwise, of course I will never play there again, why would I, knowing if I win big on bonus or real money they will try to get out of it.
Thank you for your help.
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