Hi
Bitstarz has been my number 1 casino for about 8 months now and I really thought that this casino is way above the average online casino. Having said that, I was extremely dissapointed and put off on Friday, 20/10/2017 when I got denied 1200 Euros after winning in my loyalty bonus which I deserved. Please see this as constructive criticism and not as an attack.on you. I'd like to explain my point of view:
In 8 months ive played daily, with average 10 deposits. Ive lost way more than ive won over time. Therefore i am a VIP member who receives a VIP loyalty bonus every Friday. This bonus have allowed me to cashout around 2 or 3 times and they were all around the 2000 Euro range. Ive always been able to withdraw the money without any problem. This bonus is not official and the rules are not communicated in any form. Bitstarz have created a precedent in the past by paying out these bonusses in full. they have created an expectation and with no certain rules on this bonus, it seems a bit like they decide on the spot how much they would like to pay out.
I played and started winning big money... went over 2000 Euro at a stage and because they always paid me out before, I started planning with a big smile on my face... I almost booked a holiday (Yes I can have a week long Holiday in my country with 2K Euro). When I requested my withdrawal, all of a sudden it was not paid immediately like usual. I contacted support who told me the maximum withdrawal is 100Euro and that they must ask the VIP manager what they can pay me out. I started getting nervous and sad and all kinds off emotions and thought s went through my mind. I waited about 5 hours for an answer to come back to me and it stated "We decided to give you 300 Euro and the rest will be confiscated". I was not happy about this ofcourse and it turned my smile upside down instantly. I started Emailing the Casino manager, VIP manager and Support and No one could get back to me with an explanation on why I can only get 300 now all of a sudden. Im still being ignored at this time im writing this complaint.
My point is that there are no set rules IRW this bonus. You get it but you cannot be sure what you will receive. Its all about what mood they are in and how much cashflow is around it seems... This is unprofessional to begin with and its inhuman to play with people's emotions like that. Very cruel to be honest. The gambling board and authorities requires casinos to be clear and to the point with rules. We cannot be left in the dark like this. You have confiscated 1200 Euros of money which I won with a loyalty bonus ive earned from being a loyal customer. No person should be wondering about their money and/or whether they will get something or not.
Please review your decision of paying me only 300Euro. I do not deserve that and I am extremely disappointed. Worst is that the managers ignores me.
Regards
Kap
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