FAQ

Most Popular

How do I create my BitStarz account?

All you have to do to get started is click the 'Sign Up' button in the upper left corner and fill in all the required fields. We’ll then pop you over an email where you can verify your email address using the verification link we send you. Once all this is done, your account will be fully active.

What should I do if I have forgotten my password?

The quickest way is to create a new password by clicking this ‘Forgot Password?’ link. We will then send an email that will direct you to a new link. Then you can enter a new password for you BitStarz account.

Alternatively, you can contact our helpful customer support either by the Live Chat option on the site or by emailing us at support@bitstarz.com. We will be more than happy to assist you further.

Where can I purchase Bitcoins?

There are plenty of places that allow you to buy and sell Bitcoins. Online exchanges include Coinbase, Bitstamp and Bitpanda. To find out more about buying Bitcoins, please visit our About Bitcoin page.

Are the games fair?

Of course they are. Games from SoftSwiss provider 100% provably fair and we offer you an easy and straightforward way to verify them. When playing a game on the BitStarz casino simply click the 'Provability' button on the right edge of the screen to access the provability widget.

Games from other providers have fairness guaranteed by our gaming license issued in Curacao by its gaming commision.

Can I deposit with for example a card and cashout in Bitcoin?

Unfortunately you can only cash out via the same way as you deposited. In other words if you for example use Skrill as a deposit method, you have to withdraw to Skrill, and won’t be able to withdraw to for example Neteller or to a card. The money has to go back the same way as they came in to your account.

Account

Can I exchange currencies in my account?

Funds that are already on your account cannot be converted into another currency.

Can I have more than one account?

No, it is only allowed to open one account during your lifetime, even if an old account is closed down, you would have to request this one to be reopened as no new accounts can not be created.

How do I create my BitStarz account?

All you have to do to get started is click the 'Sign Up' button in the upper left corner and fill in all the required fields. We’ll then pop you over an email where you can verify your email address using the verification link we send you. Once all this is done, your account will be fully active.

What should I do if I have forgotten my password?

The quickest way is to create a new password by clicking this ‘Forgot Password?’ link. We will then send an email that will direct you to a new link. Then you can enter a new password for you BitStarz account.

Alternatively, you can contact our helpful customer support either by the Live Chat option on the site or by emailing us at support@bitstarz.com. We will be more than happy to assist you further.

Can I change my registered email address?

No. Unfortunately it's not possible to change your email address.

How do I add another currency to my account?

Simply go to your My Account page, click the 'Add Currency' button and select the currency you want to add from the dropdown menu.

How can I switch between currencies?

There are two ways of changing the currency on your account, you can either have your mouse over the currency at the top right of the site and change it from the dropdown list, or you can click on “Select” from your profile page on the one you wish to have active.

Deposits & Withdrawals

What happens if my deposit is not showing?

If your crypto deposit is now showing, this most likely means that it has not yet been confirmed in the blockchain, or that your wallet has not yet sent the funds, you can always check the blockchain to see if your transfer is visible there, or ask the support if you need a hand with this.

How long does it take for deposits for show in my account?

For Fiat currencies You won’t have to wait at all. Deposit processing and account crediting are done instantly, meaning you can start playing our games right away.

For cryptocurrencies, this depends on both how many transactions are waiting currently in the blockchain and on the fee used to transfer the funds with, however in most cases this is completed within a few minutes.

What happens if I sent my deposit to another address or if I deposited lower than the minimum amount?

As we do not have any access over the actual transfer being made(this is done via the blockchain and miners) , funds that are sent to another address or below the minimum amount are unfortunately lost.

What are the rules to withdrawing my balance?

Before a withdrawal is allowed to be made your deposit has to be wagered at least one time, this means that the amount you have deposited needs to be played for once.

If the deposit is done via a cryptocurrency, then it has to be wagered 1 time.

If you only play table games such as Roulette and Blackjack, then the deposit needs to be wagered 10 times.

Is there a maximum withdrawal rule I should know about?

We don't enforce any limits now.

In which currencies can I deposit and withdraw?

We support the following “FIAT” currencies: EUR, NZD, CAD, AUD, NOK, USD, RUB, CNY, PLN, JPY.

And also the following “Crypto” currencies: BTC, LTC, BCH, ETH, DOG, USDT.

What are the fees on deposits and withdrawals?

There is no fees on withdrawals and for some deposit methods there is a 2.5% fee, you can see a complete list of this on our Payments page.

What are your minimums on deposits and withdrawals?

The minimum amount we allow you to deposit is €20 or 0.0003 BTC (0.3 mBTC). For deposits in other currencies and minimum withdrawal limits, kindly refer to our Payments page.

How long will it take for me to receive my money once I request a withdrawal?

We always aim to process withdrawal requests instantly and over 90% happen that way, but that will depend on the method used for deposit. Our average cashout time is of 10 minutes and for more information on processing times, please visit our Payments page.

Can I deposit with for example a card and cashout in Bitcoin?

Unfortunately you can only cash out via the same way as you deposited. In other words if you for example use Skrill as a deposit method, you have to withdraw to Skrill, and won’t be able to withdraw to for example Neteller or to a card. The money has to go back the same way as they came in to your account.

Where can I purchase Bitcoins?

There are plenty of places that allow you to buy and sell Bitcoins. Online exchanges include Coinbase, Bitstamp and Bitpanda. To find out more about buying Bitcoins, please visit our About Bitcoin page.

Bonuses

What are Comp Points and how can I use them?

Comp Points can not be exchanged in any way, these are generated when you play for your own deposited funds, and it is these ones that decides the level you are in our campaigns, and each level you gain in there does reward a bonus.

Why can't I bet more than X / why can't I play X games?

When you are using a bonus there are a few rules that applies for this when it comes to both maximum bet and games that are allowed to be played. Until the bonus has been wagered through, the maximum bet is 5 EUR/GBP/USD/CAD/AUD, 50 SEK/NOK, 0.001 BTC, 0.01 BCH, 0.01 ETH, 1,000 Dogecoin, 0.1 LTC, 20 PLN, or 300 RUB.

Certain games including all Jackpot games are unavailable for play, but you don’t have to worry, if you try to enter a game which you are not allowed to play with a bonus, you will get an error message stating that the game is not available due to an active bonus.

Does having a bonus affect my game play? (max bet, no cashouts on active, max cashout on NDB, some games not allowed)

The above mentioned rules applies for all bonuses that we have at bitstarz. We also have what is called a “no deposit bonus” which has a maximum withdrawal that is allowed to make from winnings of such a bonus. This limit is 100 EUR/USD/CAD/AUD, 1,000 SEK/NOK, 0.005 BTC, 0.05 BCH, 0.5 LTC, 0.05 ETH, 15,000 DOGE, 400 PLN, or 6,000 RUB. Examples of “no deposit bonuses” are the 20 free spins upon registration, Wednesday Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus.

What is the difference between welcome bonus and welcome package?

Upon registering at bitstarz you will receive the welcome bonus, this is 20 free spins that can activated here under your bonus page.

The welcome package is the four deposit bonuses that you also get on the first four deposits that you make and you can read more about these ones on our promotions page.

How can I claim the Welcome Package?

You only have to make a deposit of any amount above 20 EUR/GBP/USD/CAD/AUD, 200 SEK/NOK, 1,000 RUB, 0.02 BCH, 0.025 LTC, 1000 Dogecoin, 0.02 ETH, 80 PLN, or 0.006 BTC and the Welcome Package is added automatically on the first four deposits that you make. Also you will receive 180 free spins.

Why have I stopped receiving the spins from my Welcome Package?

As the free spins received from the first deposit bonus, is part of the welcome package, if the deposit bonus is cancelled, so are the free spins from this. Also if another account is created from the same IP/Device this also stops the free spins from being added automatically.

What are wagering requirements?

As the free spins received from the first deposit bonus, is part of the welcome package, if the deposit bonus is cancelled, so are the free spins from this. Also if another account is created from the same IP/Device this also stops the free spins from being added automatically.A wagering requirement is something that all bonuses have attached to them, and what this means is that a bonus needs to be wagered (played for) x amount of times before the bonus funds are turned into real cash that can be withdrawn.

As an example, most of our bonuses have a wagering requirement of 40x, meaning that the total wagering requirement of a bonus is 40 x the bonus amount that you received. So if you receive a bonus of 10 the wagering requirement is then 10 x 40 = 400. This then means that you would need to play for 400 in total to complete the requirement. If you play each round for 1, you would then need to play 400 rounds to complete it, and if you play each round for 2 instead, then 200 rounds is needed.

Do all games contribute towards the wagering requirements?

Not all games are made equal when it comes to wagering a bonus unfortunately. Live games does not contribute anything when being played to the wagering requirement, and other Table games contribute with 10% of what you play for.

The following slot games do not contribute to the wagering: Immortal Romance, Aliens, Mega Moolah, Dead or Alive, Ragnarok, Pocket Dice, Lucky Angler, Eggomatic, Big Bang, The Dark Knight, Peek-A-Boo, Tomb Raider, The Dark Knight Rises, Forsaken Kingdom, Scrooge, Secret of the Stones, Terminator 2, Champion of the Track, Robin Hood, Tomb Raider 2, Queen of Gold and Castle Builder

The following slot games contribute with 75% of the wagering: Bloodsuckers, Bloodsuckers touch, Kings of Chicago, Simsalabim, Zombies, Jack Hammer 2, Jack Hammer 2 touch, Demolition Squad, Steam Tower, Reel Rush, Reel Rush touch, Muse: Wild Inspiration, Victorious, Victorious touch, Ghost Pirates, Johnny the Octopus and Mega Gems contribute at a 50% rate. Jackpot 6000, Mega Joker, Gypsy Rose and Safari

How can I find out how much I need to wager on my bonus?

Go to 'Bonuses' page. There you can see your active bonus and how much you have left to wager it. If you need more assistance then please feel free to contact us at support@bitstarz.com.

What are the wagering requirements on my deposits?

When you deposit without a bonus attached to the deposit you still need to wager the deposit itself before a withdrawal is allowed to be made. For regular currencies you only need to to wager the deposit one time and for cryptocurrencies you need to wager the deposit three times.

If you however only play table games, live or against the computer, the deposit no matter what currency needs to be wagered 10 times.

What are the wagering requirements on bonuses?

The Wagering Requirements for Free and Registration bonuses are forty (40) times the Bonus sum awarded to you, unless stated otherwise in the supplemental Terms and Conditions.

The Casino

Are the games available on all currencies?

All games are available in the fiat currencies, however some providers are not available when using cryptocurrencies.

Which games can I play with cryptocurrencies?

Not every provider are able to support cryptocurrencies so far, the providers whose games you can use cryptocurrencies on are the following: BGAMING, Belatra, Booming Games, Endorphina, Evolution, Habanero, Platipus and Spinomenal

Are the games fair?

Of course they are. Games from SoftSwiss provider 100% provably fair and we offer you an easy and straightforward way to verify them. When playing a game on the BitStarz casino simply click the 'Provability' button on the right edge of the screen to access the provability widget. We also have a great instructional video that explains how to do this, which you can find here.

Games from other providers have fairness guaranteed by our gaming license issued in Curacao by its gaming commision.

Can I play the casino games without spending any money?

Yes, you can. You don’t have to spend any real money to try out the games. Here at BitStarz we allow you to play for free in order to familiarise yourself with our vast library of games and discover which one is your favourite.

What happens if I encounter an error or the game freezes?

Most of the time, if your game freezes then you can pick up exactly where you left off next time you open the game. If there is no option for you to do this, then the round will continue to play out on the server. This will happen even if your computer is frozen or you lose internet connection. All your winnings will be paid into your account as normal.

In order to get back into the game a simple refresh of the site usually works, and if this does not let you back into the game, you just need to clear your cookies and cache in your browser and it shall work once again. Is the game still not opening up, you can contact us on support@bitstarz.com or via the *Live Chat* here

I can’t get the casino game to start when I click the link. What should I do?

In order to play in the BitStarz casino you will need to have Java installed on your computer. You can download Java here: http://java.com/

Please also check that you have installed the latest version of Flash. If you need to download Flash, then you can do so here: http://get.adobe.com/flashplayer/

If neither of these resolves the issue, then it could mean you have lost contact with your server. Try logging out and logging back in before you click the link again. Occasionally you may need to shut down your whole browser and reopen it again for the game to load.

If you’ve tried all these and the problem continues to persist, then contact our support team.

An error or technical issue occurred in the casino. What should I do?

We store every single spin you make in our database in order to help with these problems. If you feel that an error has occurred during your game play, then please contact our support team.

Remember that the more information you can give us, the easier it will be for us to resolve the problem. Try to note down the game name, the amount of time you have played, the stake you were playing and details on what happened. If you are able to provide a screenshot of the problem then this will also assist us in fixing the problem.

It is always a good idea to stop playing until the issue has been resolved.

How can I take a screenshot?

A screenshot is a photo of the display currently on your computer screen. The image will be saved in your computer as a file, and can easily be attached to emails in order to send to our support team.

In order to take a screenshot in Windows, just follow the steps outlined below:

Step 1: Ensure that the current view on your screen is the image you want to take a screenshot of. Close or minimise any additional windows that may be obscuring the view.

Step 2: Press the 'Print Screen' button on your keyboard. This button is usually located on the right hand side of the keyboard.

Step 3: Open a 'Paint' or 'Word' program on your computer and then press Ctrl + V to paste the image in. You can also click the 'Paste' option from the ‘Edit’ menu to do this. You will then see your print screen image appear in the document.

Step 4: Save this file to your computer using a name that will help you easily identify it. We also recommend that you save it to your desktop to allow faster access to the file.

Step 5: Attach this file into an email addressed to support@bitstarz.com, including all the additional information about the error.

In order to take a screenshot on a Mac, just follow the steps outlined below:

Step 1: Ensure that the current view on your screen is the image you want to take a screenshot of. Close or minimise any additional windows that may be obscuring the view.

Step 2: Press Shift + CMD + 4, then click on the spacebar to make the camera appear. Click the mouse in order to take a snapshot of the current window open on your screen. This image will automatically save to your computer desktop, with the current time and date.

Step 3: Attach this file into an email addressed to support@bitstarz.com, including all the additional information about the error.

Security

Am I required to upload documents and why?

Our top priority is to make sure that we keep all our players safe and we take this very seriously.

If you are playing with cryptocurrencies such as Bitcoins you will not have to provide documents as a standard. However, we do reserve the right to carry out additional verification if we believe any suspicious or fraudulent behaviour has occurred on your account.

If you play using a fiat currency such as EUR. We are regulated by the Curacao Gaming Authority and they request that we collect these documents on certain cases on behalf of our players to create a safe and regulated environment where you can fully enjoy the website.

Are you GDPR compliant?

That we are, if you wish to get more details about it, you can find it in our terms under point 3)PRIVACY POLICY.

Is all my information secure on BitStarz?

Always. As soon as you log in, any communication you make between your web browser and the Bitstarz website will be protected by industry-standard encryption technology. This means that all your personal data and any activity you make on the site will be kept completely private.

Are my Bitcoins secure on BitStarz?

We take your security extremely seriously. Our experts have built in various sophisticated measures to prevent theft of funds or case sensitive information. In addition to this, we follow all the best practices to keep your coins safe, as outlined below:

  • We store all the bitcoins in cold wallets, which are completely isolated from any online system. Being in cold wallets, they are protected with air-gap isolation
  • All wallets are encrypted

How does your KYC process work, how long does it take and will I be notified?

When you request a withdrawal, if we at this stage require documents from you we will send you an email within an hour asking for the required documents with instructions on how to proceed.

The asked for documents then has to be uploaded under your document section and will be verified within 12 hours time, mostly this is done within one hour though.

Can my documents be refused?

Yes. We must be in accordance to the rules stated by our licensing institution in Curacao. In cases where it is needed, we will reach out to you to ask for more or alternative document copies, in order to stay within the law.

How can I make sure my account is fully protected?

There are a few steps you can take to make sure that your account is as safe as it can be.

1. Make sure you are using a different password for bitstarz than your email account connected to your bitstarz account or any other site you are using.

2. Do regular virus scans on your computer to ensure no malicious programs such as keyloggers that can gather your secure information are hiding on your computer.

3. Enable 2FA for your account.

What is 2FA and why should I care?

2FA might sound very abstract, but it's a very simple tool to add another layer of security to your account. It's basically a second password which you add after you've logged into your account for additional verification.

It starts by you downloading an app to your phone which generates a 6-digit code every 30 seconds. By having this, it makes it nearly impossible for someone else to access your account, even if they had your password!

How can I add 2FA to my account?

First have to download the Google Authenticator app to your mobile device. After that, log in to your account at BitStarz, go to My Account and then Profile Info

After that, scroll down to the bottom of the page and click on ”Configure Google Authenticator” and scan the QR code displayed from your Google Authenticator app. Add the current code in the provided field to complete the set-up.

Next time you log in, do so with your regular username and password. You will thereafter be asked to enter the current code from your Google Authenticator app. After that, you’re ready to play!

Responsible Gaming

Can I set up gambling limits for my account?

Indeed, we offer a variety of different options from our limit page that you can set up to control your gambling. We offer the following limits here.

Deposit limit, sets a limit on how much deposits you can make for the chosen currency each day/week/month.

Loss limit, stops play after x amount of losses has been made in the set currency per day/week/month.

Wagering limit, tracks how much has been played for in set currency and stops play when x amount is reached per day/week/month. Please note that you can easily wager for example €100 without your actual balance changing all too much.

Session limit, sets a limit on how long you can play in one go before you are logged out from the site, you will be able to log back in once again to play a new session

What is the difference between cooling off and self-exclusion?

A cooling off period is for when you wish to just take a small break from playing, from a day up to 6 months. While on a cool off you can still log in to your account however you will be blocked from depositing and any promotion we have will not be sent to you, a cool off will also be activated automatically when the period is up, and can also be enabled sooner with a 7 days re opening time.

A self exclusion is a longer period of time, 6 months to permanently, and when it is closed you can no longer log into to your account at all and it can not be reopened before the time limit has expired. You would need to contact us after the set limit has expired for us to reopen the account once more

Can I permanently close my BitStarz account?

Yes, although for security and statistical reasons, BitStarz.com cannot delete your account.

If you wish to close your account permanently then please contact support@bitstarz.com, along with a brief explanation as to why you want to leave BitStarz. By doing this, your account will be closed forever and you will be unable to re-open it again. Please note, that you will not be able to open a new account either.

Can I disable my gambling limits?

That you can do from your limit page. You only need to click on the “Edit” button for the limit you wish to raise/remove and either enter a higher amount or click on “Disable”.

When this has been done a confirmation email will be sent to the registered email address were you just need to confirm the raise/removal. In 7 days from this moment the limit will be raised/removed.

As the limits are there for responsible gaming reasons and to protect you from your playing over your budget for a certain period of time. It takes 7 days to remove/raise a limit so you can not on an impulse go over and beyond the limit that you have chosen for yourself.

Affiliate FAQ

What is bitstarz affiliates?

BitStarz.com is the first online Casino to offer wagering in both Euro and Bitcoins, with a great player experience and the best games around. BitStarz Affiliates is a program where we give you the opportunity to earn money every month simply by giving us the chance to welcome more players through our virtual doors.

How much does it cost to join?

Absolutely nothing. It's 100% free.

Can I still join if I don’t have a website?

Of course you can. We can give you all the marketing tools you will need to promote BitStarz offline or by skype/email.

How do I join?

To join BitStarz Affiliates and start earning today, all you have to do is sign up on our website. After having your account activated, you will be able to find a tracking link and reports.

What commission rates do you offer?

We give you the opportunity to earn some of the most competitive commissions in the online gaming industry. You can earn up to 40% revenue share every month with us.

How are players connected to my affiliate?

Every time a player clicks through to BitStarz from one of your links or banners, something called a cookie is placed on their computer. This means that when they register, we can see your unique code and will be able to assign that player to your account. You'll then earn a revenue share every time that player is active on the BitStarz casino.

How can I get a banner for my affiliate site?

From your affiliate page you first use the “Add Link” option and create a link for your affiliate, the name here is for your own use to better track what link generates what revenue.

After the link(s) has been created you choose what link you wish to generate a banner for in the drop down list below and then also for what language and size the banner should be and the banner is generated were you can copy the code for it.

How can I work out my commission?

Your revenue share is calculated as a percentage of your Net Gaming Revenue. Net Gaming Revenue = (bets - wins – bonuses) – admin fee. To see this you go to your affiliate page and click on “Statistics” in the top right corner.

How can I see how much I’ve earned?

You can see this from your “Bills” section in the affiliate page on the top right.

Is there any minimum commission withdrawal amount?

Yes, minimum withdrawals for affiliates is 0.01 BTC or €100. Should you earned a lesser amount, the money will remain pending in the system until you have collected enough money for us to process the cashout.

How often/when do I get paid?

Affiliate commission payouts are processed once a month, between the 1st and 5th of each month.

How do the commission get paid?

Your commision is paid directly into your BitStarz account, and from there you can withdraw it.

Does bitstarz accept players from all countries?

From most of them but not all, please refer to terms and conditions for detailed information regarding forbidden countries.

Can I refer myself?

No, it's not allowed to join our affiliate program and use the website benefits for your own personal gain. To get the affiliate commission you need to have at least 3 active players.