BitStarz Casino - Бонусний виграш гравця анульовано.

I activated the 2nd welcome bonus and bought myself bonuses in the MoneyTrain 2 game without thinking, and thus exceeded the maximum limit of 5 euros per spin with an active bonus. I haven't read the terms and conditions beforehand, which is of course wrong. However, I wanted to ask with the complaint whether there is any way to get my payout or part of it.

In addition, the casino threw me in front of having used another account before to sneak the welcome bonus again (total nonsense)

Can someone help me or should I let it go?

Kind regards

Ich habe den 2. Wilkommensbonus aktiviert und mir ohne nachzudenken Bonuse im Spiel MoneyTrain 2 gekauft und somit die maximal Limite von 5 Euro pro Spin mit aktivem Bonus überschritten. Ich habe die AGB vorher nicht gelesen, was natürlich falsch ist. Jedoch wollte ich fragen mit der Beschwerde ob es irgend einen Weg gibt dennoch an meine Auszahlung oder ein Teil davon zu kommen.

Zusätlich warf das Casino mir vor einen andere Account schonmal benutzt zu haben um den Willkommensbonus erneut zu erschleichen ( totaler quatsch)

Kann mir jemand evtl. helfen oder soll ich es beruhen lassen ?

liebe Grüsse

Dear Gaendi,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.bitstarz.com/bonus-terms-and-conditions:

„Until the play through requirements have been met, the maximum bet that can be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 50 NOK, 0.01 BCH, 0.01 ETH, 1,000 Dogecoin, 0.1 LTC, 20 PLN or 300 RUB. When it comes to Bitcoin players the maximum bet is 1 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. However, could you please advise how much was the value of purchased Free Spins inside the bonus feature? Ideally, please forward your game history to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela

In retrospect, of course, I'm more cautious 🙂 but thanks for the tip.

I have redeemed the 50% bonus: Deposit 100 euros in bonus money 50 euros. I'm actually pretty sure that I never got under 50 euros in credit (that means as much as I never touched or played with the bonus money) I played without a bonus purchase right from the start and started with a credit of around 300 euros, bonuses worth from 100 euros to buy.

I would have to reactivate my player account on Bitstarz in order to send you the history, because I have to give customer service to close the account.

With kind regards

Gaendi

Liebe Petronela

Ja im Nachhinein bin ich natürlich vorsichtiger 🙂 danke aber für den Tipp.

Ich habe den Bonus 50 % eingelöst: Einzahlung 100 Euro Bonusgeld 50 Euro. Ich bin mir eigentlich ziemlich sicher nie unter 50 Euro guthaben gekommen zu sein (heisst soviel wie ich habe das Bonusgeld nie berührt resp. gespielt damit) ich habe von beginn weg ohne Bonuskauf gespielt und ab einem Guthaben von cirka 300 Euro begonnen, Bonuse im Wert von 100 Euro zu kaufen.

Ich müsste mein Spielerkonto auf Bitstarz wieder freischalten um Ihnen den Verlauf zu senden, da ich den Kundendienst geben habe das Konto zu schliessen.

Freundliche Grüsse

Gaendi

Do I understand correctly that you’ve deactivated your account? Could you advise how many spins were included in bonus feature? 

Yes correct, I deactivated my account. It is different, it can vary from 3-25 or more spins.

Should I ask Customer Service to reopen my account and look more closely?

Ja korrekt, ich habe mein Konto deaktiviert. Es ist unterschiedlich, es kann von 3-25 oder mehr Spins variieren.

Soll ich den Kundendienst beten mein Konto wieder zu eröffnen um genauer nachzusehen ?

Thank you very much, Gaendi, for your reply. Please understand that a chance that we will be able to help you with this case is close to none. Since you have admittedly exceeded the maximum bet rule I wanted to check if it happened by accident once or if you played several games with higher stakes. Thus, if you feel that it happened accidentally it’s worth of trying and have your account reactivated, however, if this rule has been breached multiple times while wagering the bonus, I can’t recommend any proceeding.

Thank you for your understanding and please let me what will be your decision. 

Dear Gaendi,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hello Thank you for your commitment, please reject the complaint.

Guten Tag Vielen Dank für Ihr Einsatz, bitte lehnen Sie die Beschwerde ab.

We’ve rejected this complaint as per the player’s explicit request. 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 any other casino. We are here to help.