The Ultimate BitStarz FAQ

Whether you’re a new player, you’re looking to create an account or have been playing at BitStarz for years, we know you might have certain questions. Sometimes the answer is simple, even simpler than you think, which is why we’re here to help out.

We’ve been working with hard-working customer support heroes to understand what questions you guys ask the most and put together the ultimate BitStarz FAQ. If you’ve got a question about anything to do with your time at BitStarz, this epic FAQ should have all the answers you need.


Whether it’s about your welcome journey bonus, Wednesday free spins, a bonus promotion we’re running, or you simply want to know if you can get a bonus for being you, we’ve covered it all below.

Q: Why did I not receive registration free spins?

A: That’s a great question, and there are a few reasons for this. When you create your account, the system will automatically check to see if you’re eligible for any welcome free spins we have to offer.

There are certain countries and jurisdictions that do not qualify for bonuses and registration free spins, so start by checking the list to make sure that the location you’re playing from isn’t on the list.

If that doesn’t work, then it could be because someone else already has an account at BitStarz that is using your IP address, device, or phone number. This issue is clearly explained in the BitStarz Terms and Conditions, see Section 1, “GENERAL BONUS TERMS AND CONDITIONS”.

It might seem obvious, but you will only receive your registration free spins AFTER you’ve confirmed your account. Make sure you confirm your account via email so you don’t miss out.

If you don’t feel that any of these responses answers your question, you can reach out to the live support heroes that will get to the bottom of the case.

Q: I deposited, but I didn’t receive a deposit bonus?

A: We know it can be frustrating when deposit bonuses aren’t automatically added to your account, it’s a pain for us too. But, there are a few cases in which there’s a reason behind it.

First, when you were on the deposit or registration page you might have ticked the box saying that you don’t want to receive any bonuses. If you did this, then you won’t get any bonuses as per what you stated. You can always change this option within your account settings.

On the other hand, it could be a case that we simply don’t have any deposit bonuses running today. All our promotions and bonuses are offered in the CET/CEST time zone, so if you’re a few hours early, come back later and try again. Alternatively, you could have used an incorrect or expired promotion code.

We mentioned this before, but it also applies here and is worth noting. If another person using the same device, phone number, or IP address claimed the bonus, then you won’t be able to claim it. Lastly, there’s a chance you could be from a country that isn’t eligible to claim bonuses. Do check the list to make sure.

If you feel that none of these reasons are the case for you, then don’t wager any of your deposit and head straight to the live support chat. They will be able to investigate and credit any bonuses that you might be due should there be a technical issue.

Note: This is not possible if you’ve already used some of the money from your deposit.

Q: Can I get a goodwill bonus?

A: As much as you think you deserve a bonus for being great, pushing through some personal issues, or the moons have aligned, we don’t give out bonuses just for the sake of it.

Instead, we have various tournaments, promotions and other treats that you can take part in on a weekly basis. Keep an eye on the promotions page to see which promotions and bonuses are available so that you can get a slice of the action.

Additionally, you can keep an eye on your email inbox, as we’ll always notify you about the latest promotions happening at BitStarz.

Q: I received free spins, but I can’t find them?

A: If it’s your first time receiving a free spins bonus here at BitStarz, then we can understand that it can be slightly confusing to find which game they’re on and how to activate them.

All you have to do is head to My Account, then Bonuses. Here you will see all your bonuses, including your free spins.


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You’re going to want to click on “Activate” and then head over to the game that’s mentioned in the bonus description. Do note that all bonuses and free spins have an expiry date, ranging between 1 and 7 days from time of issue. So, if you got an email saying you got free spins, or any bonus for that matter, and you can’t find them, then there’s a good chance you took too long to claim them.

Q: Why can I not withdraw my bonus?

A: All bonuses that you get at BitStarz will come with a wagering requirement, as set out in the terms and conditions of the specific promotion or bonus that you claimed. You can head to the Bonus section in My Account to see your wager progress. Once you complete this you will be able to withdraw your bonus.



Setting up your account verification and making sure that it’s ready to roll is super important. We know that some people might struggle with this process, so we’re going to give you the best tips and advice on how to deal with the verification process.

Q: Why was my verification document not accepted?

A: There are a number of reasons why a verification document would be rejected, so you’re going to want to head over to your email inbox. You’ll likely find an email from our support heroes that explain exactly what went wrong and what you need to do to fix it.

There are a few general rules worth taking note of before you upload your verification documents, so have a read through these before you send us anything – just to be on the safe side.

The general rules are as follows:

  • We need to see all four corners of a document
  • All details need to be clearly visible
  • We need either a screenshot (if online document) or photos (if it’s an offline document or ID) we do not accept scans

These are the rules for any form of ID you wish to upload:

  • Needs to be a government issued photo ID
  • Needs to be valid for at least the next 30 days
  • Needs to display your name, date of birth, and expiry date

When it comes to confirming your address, make sure your documents follow these rules:

  • Needs to be a government document, bank document, insurance document or bill issued to you in the last 90 days
  • Your name, address, and issuing date need to be visible
  • If it’s an online document we require the original PDF and not a screenshot of the document
  • If it’s a posted document, we need to see a clear photo of it

For your proof of payment method, it’s a good idea to make sure you follow these rules:

  • If you’re using a credit card, we need to see your name, the first 6 digits and the last 4 digits. The middle digits will need to be covered. For the back, we need to see the signature of the card, but you must cover the CVC (3 digits on the back)
  • If you’re using an e-wallet then we need a screenshot from the e-wallet profile displaying your name and account number/address

If you’re stuck with your proof of deposit, it’s worth following these rules:

  • We would need to be a screenshot displaying a deposit made to us with date, amount and transaction reference/ company name displayed

Finally, we come to your bank statement. If we need to see this, please make sure it follows this rule:

  • It needs to display your full name and account number

Q: What documents do I need to verify my account?

A: If we need any documents from you in order to verify your account we’ll send you an email outlining what we need – please check your inbox regularly.

Q: I uploaded documents and they’ve been pending for a while – what’s going on?

A: If we haven’t requested any documents and you upload them, then they will remain in a pending state. On the other hand, if we request documents and you’ve uploaded them they will be reviewed by a member of our team as soon as possible.


You don’t need to worry, as all documents will be reviewed following submission.


When you’re trying to make a payment, it can be frustrating getting stuck. Payment issues can come up, so let us explain further how they are dealt with.

Q: What payment methods can I deposit with?

A: There are dozens of payment methods that you can use to deposit with at BitStarz, but depending on your current location and the currency you’re using, some may not be available to you.


Simply head to My Account and pick the currency you wish to use and then click on Deposit. This will then show all the available deposit methods that you can use with your locale and currency selection.

Q: Can I deposit with another person’s credit or debit card?

A: Even if you have the other person’s permission, it’s strictly prohibited to use another person’s credit or debit card to deposit into your BitStarz account. You can only use a card and account that belongs to you, doing otherwise may put your account status at risk.

Q: Can I deposit with one method and withdraw with another?

A: We understand that you might not want to use the same method that you deposited with to withdraw your funds to. However, BitStarz is legally required to adhere to anti-money laundering rules and regulations. This means that it’s impossible to deposit using one method and then withdraw using a different payment method – for example depositing using Skrill and withdraw using Bank Transfer.

Q: How long will it take to receive a withdrawal?

A: Withdrawal times vary from method to method, but if your account is fully verified then it should be processed within 10 minutes. Each payment method will have its own withdrawal time based on the technology and systems they use, and this is clearly stated on the withdrawal methods page so you can plan ahead of time.

If you’re using cryptocurrencies and you’re opting to withdraw to a wallet you’ve never used before with BitStarz, we will ask you to confirm this with an email in a bid to keep you, your account, and your funds as safe as possible.

Q: I deposited using cryptocurrency, but it doesn’t show on my account balance?

A: When you make a cryptocurrency transaction, various blockchains are in place by design to prevent double spend attacks. It means that transactions require a certain number of confirmations on the blockchain before the funds will appear in your account. It sounds complicated, but don’t worry, it’s a much smoother process than it seems.

We try our very best to use as few conformations as possible, but some transactions require a few more confirmations than others. Transaction speed also depends on the fees you paid to miners.

If there are lots of transactions currently sitting in the mempool and you’ve opted for low fees, your transaction will be pushed towards the bottom of the pile, meaning you might not make the current block.


If you want your transactions cleared and confirmed as fast as possible, we recommend using higher transaction fees – but don’t go too wild and always select a fee option that suits your budget.

As for confirmations, we currently require a set number from each blockchain. These are as follows:

BTC – 1 confirmation
ETH – Approximately 30 confirmations
LTC – 6 confirmations
BCH – 6 confirmations
DOGE – 6 confirmations
USDT – 6 confirmations


Promotions at BitStarz are undoubtedly the best casino deals you’ll find anywhere, and we really do mean anywhere. The promotions we host have sent players all over the world, dished out millions of free spins, and certainly helped players splash the bonus cash.

Q: How can I claim the Monday Reload Bonus?

A: The Monday Reload bonus is strictly available once per account each week. It’s calculated based on your first deposit of the day each Monday, so to qualify make sure your first deposit meets the bonus requirements. You will be able to claim this bonus each week, as long as you are a BitStarz member.


Q: I deposited, but I haven’t received my Wednesday Free Spins Bonus?

A: If you haven’t heard of Wednesday Free Spins yet, where have you been? It’s a huge free spins offer that needs to be seen to be believed. That being said, sometimes they might not get credited right away.

The free spins will be credited to your account each Thursday by 16:00 CET/CEST at the very latest, as long as you’ve made a qualifying deposit as per the bonus terms and conditions.


Q: When can I claim the BitStarz Welcome Package?

A: The BitStarz Welcome Package is absolutely huge, so you don’t want to miss it.

You can get up to €500/5BTC and 200 free spins over your first four deposits. However, once you go over those four deposits, the welcome bonus becomes inaccessible to you.


Once you’ve made four deposits and you’ve completed the welcome journey, you will be able to take part in all the other amazing promotions on offer here at BitStarz.

Q: What promotions and bonuses are currently available?

A: The offers and promotions are constantly changing here at BitStarz, so your best bet is to take a look at our promotions page. This will give you a clear and concise overview of all the promotions that are currently running.

There you have it. Hopefully we’ve managed to answer all of your questions and given you the advice you need to get back on the right track.

If we’ve not been able to resolve your issues here, just speak to one of our customer support heroes, as they’ll be able to provide you with further help.