What Happened
A US player from Washington says they cleared the playthrough on BitStarz's free Friday Loyalty Bonus, and that afterwards the bonus details and its withdrawal cap vanished from the rewards page. Playing on, they turned a $0.20 spin on Alien Fruits into about $120 and asked to withdraw around $191. The player says the casino then cut the payout to a maximum cashout limit that was only shown while the bonus was active, and chat refused to escalate.
How It Developed
- 2026-06-27Complaint opened.
- 2026-06-29The mediator asked detailed questions: the balance when wagering finished, whether winnings moved to real money, whether a second no-deposit bonus called Second Chance Free Spins was used, and whether any deposit came between the two bonuses.
- 2026-07-06A seven-day reminder went out.
- 2026-07-13No answer came, and the case was closed. It can be reopened.
Abandoned
The player did not answer questions about a second no-deposit bonus; the player says about $120 of winnings was withheld.
What Helped
Nothing was tested. The mediator's questions show what it would have checked: whether a second free bonus was taken without a deposit in between, and whether the cap applied when the balance converted. Screenshot the bonus terms before you start, since they can disappear once wagering is done.