BitStarz Casino - O jogador solicita um reembolso parcial devido ao vício em jogos de azar.

Hello!

I never received a Welcome Bonus from the casino. This Welcome Bonus is deliberately not granted to Austrian players, as the operation of Bitstarz.com is illegal in Austria. I informed the casino about this months ago and asked for a small refund of my deposits. My winnings are in no proportion to my deposits.

As a result of my gambling addiction, I need this money for treatment - and the Welcome Bonus was a clear reason that I have incurred the highest losses and deposits in this casino by far. I have deposited my entire salary multiple months in a row, I have debts to pay and I need to undergo therapy.

I know that these are my own mistakes, but I would like to humbly ask the casino to pay out at least a minimal part of my deposits to spare both parties further debt from a legal process. I enjoyed my time in the establishment, but it severely worsened my gambling problem and almost ruined my life as an apprentice.

Best Regards

Hallo!

Ich habe von dem Casino nie einen Bonus Willkommensbonus erhalten. Dieser Willkommensbonus wird absichtlich nicht für österreichische Spieler vergeben, da die Betreibung von Bitstarz.com in Österreich illegal ist. Ich habe das Casino vor Monaten darüber informiert und bat um eine kleine Rückerstattung meiner Einzahlungen. Meine Gewinne stehen in keinem Verhältnis zu meinem Einzahlungen.

durch meine Glücksspielssucht benötige ich das Geld für die Behandlung - und der Willkommensbonus war ein ganz klarer Grund dafür, dass ich in diesem Casino mit Abstand die höchsten Verluste und Einzahlungen eritten habe. Ich habe mehrere Monate hintereinander mein gesamtes Gehalt eingezahlt, Schulden zu bezahlen und muss eine Therapie machen.

Ich weiß, dass es sich hier um meine eigenen Fehler handelt, möchte aber das Casino von Herzen bitten, wenigstens einen minimalen Teil meiner Einzahlungen auszubezahlen damit ich eine weitere Verschuldung durch einen Rechtsprozess beiden Parteien erspare. Die Zeit hat mir sehr Spaß gemacht, mein Glücksspielproblem aber drastisch verschlimmert und mein Leben als Auszubildender beinahe zerstört.

BR

Dear c5srx49hpn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions and this is what I found:

2.2 Players from the following countries are not eligible for any promotional offer, unless stated otherwise in the Promotion rules: Slovenia (SI), Croatia (HR), Bosnia and Herzegovina (BA), Republic of North Macedonia (MK), Montenegro (ME), Austria (AT), Kosovo (XK) and Finland (FI).

Unfortunately, there is nothing else we could do for you in this matter. Please let me know if there is any additional information to support this case or if this advice was helpful, otherwise, I will be forced to reject your complaint.

Furthermore, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Regarding your gambling problem, have you requested to be self-excluded from the casino due to gambling addiction?

Could you please confirm that you passed the KYC verification?

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

Hello Veronika,

isn't it possible to get the casino involved in this case and find a solution that might help me? I'm really having a hard time finding the right contact person at the casino and I'm hoping for easier communication via Casino.guru.

My life has changed a lot since I became addicted to gambling and I want to try everything possible.

BR

Hallo Veronika,

ist es nicht möglich, das Casino zu diesem Fall zu involvieren und dadurch eine Lösung zu finden, mit welcher mir eventuell geholfen wird? Ich tue mir wirklich schwer, die richtige Ansprechperson bei dem Casino zu finden und erhoffe mir über Casino.guru eine einfachere Kommunikation.

Mein Leben hat sich sehr stark verwandelt seit ich spielsüchtig bin und ich möchte alles mögliche versuchen.

BR

Have you informed the casino about your gambling addiction?

Have you requested to be self-excluded due to a gambling problem?

Hello Veronika,

I can't apply for self-exclusion. Due to the low winnings I have the feeling that the jackpot is becoming more and more likely and that's why I've only managed to set a cooling-off pause of 3 months. A ban and low refund of deposits would be best for me at this moment.

So the casino has not been informed because I can't manage to be blocked myself and therefore want to take the therapy.

Hallo Veronika,

ich schaffe es nicht den selbstausschluss zu beantragen. Aufgrund der geringen Gewinne habe ich das Gefühl, dass der Jackpot immer wahrscheinlicher wird und habe es deshalb daweil nur geschafft, eine cooling-off pause von 3 Monaten einzustellen. Eine Sperre und eine geringe Rückzahlung von Einzahlungen wären das beste für mich in diesem Moment.

Das Casino ist also nicht informiert worden, da ich es selbst nicht schaffe mich sperren zu lassen und deshalb die Therapie nehmen möchte.

We highly recommend you inform the casino about your gambling problem as soon as possible. We are not entitled to request the casino refunds any of the deposits to you, since you have not let anyone know about your addiction. As it is stated on the BitStarz Casino website:

If you fear you may be showing signs of problem gambling and want to take measures to ensure the issue does not escalate, then you can opt to self-exclude yourself from our casino. In order to activate this, or to find out more information on self-exclusion, please contact our support team at support@bitstarz.com.

Moreover, we recommend you reach out to a qualified specialist to help you with your addiction. Please check the database of gambling addiction help centers here.

As I mentioned before, since you have not informed the casino of your problem, you are not eligible for any refunds. Therefore, this complaint will now be rejected. Thank you for your understanding.