BitStarz Casino - Os ganhos do jogador foram confiscados.

Hi I had won $355 USD on the game three claws of Aztec fire Holden win but i was only paid out $6.90 USD for that bet I had made I escalated the issue to customer support but they keep referring to a bet that they made after the bet that said I won $355 USD they keep stating that it was calculated correctly and that there were no errors but if you would look at my screenshots and they clearly show that what they are saying is far from true

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Dear Joedirtymom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication with casino support to katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

Yes I made the bet at 4:15 p.m. UTC time on October 6th 2025

Dear Joedirtymom,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

This is what the casino provided me with that can't even clearly be read and I brought this to their attention as well I do not have much communication information to show you due to the fact that once the chat ends it no longer shows the history of contact

This is what I was able to get

Thank you very much, Joedirtymom, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok

Hello Joedirtymom,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hi there,

Thank you for pinging me.

Olle here from BitStarz 🙂

So, I had a look at your account, and I gotta second what my colleagues already mentioned. We can't see any win of the amount displayed in the screenshot. Issue here is that we don't see any username either on the screenshot, so it's super hard to verify where this is coming from.

What we can see however is that there's no win of that amount in your betting history, I'm happy to provide the logs to you CasinoGuru if you want to sift through it yourselves. We've also spoken to the game provider and they can't see any bet that has been settled out of the norm.

Worth mentioning here too is that IF there's any issue dispute between the displayed and the result on the game server, the game server result always prevails.

"14.5 You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that appears on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation."

Olle

Wtf

Hello Olle.

Thanks for clarification. Please send the game logs to matej@casino.guru

Dear Joedirtymom,

I understand your surprise, however, the games are programmed in the way that if the connection between player and server is lost, the game round ends on the player side with a random result; however, this result may be different than the one in the server. Here is the picture:

If step 10 doesn't occur, step 11 will still happen, but the animation might show a random result which may be different from the server's. Once the connection is restored, the balance will sync with the server. I hope this clarifies the issue. I'll review the game logs when I receive them to confirm.

Sent!

Hello Joedirtymom,

According to the game log Olle sent, your round started at 4:08 and ended at 4:15, with a win of $6.90. This indicates the disconnection I mentioned previously, and the server result is the correct one.

I am sorry for the negative news.

Dear Joedirtymom,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru