Updated
Contact Bitstarz Support
Talk to us, any hour
Our support team is awake around the clock, every day of the year. Live chat is the first door to knock on, and it sits right inside your account and on the site. Questions about deposits, bonuses, game rounds or your account settings all land in the same place.
Prefer writing it all out? Send us an email instead. VIP members have a dedicated address, VIP@bitstarz.com, so those requests are routed to the right people from the start. We have no phone line to offer, and we won't point you to one that doesn't exist.
Verification and identity checks
We may ask you to verify your identity at our discretion. This can also happen when you request a withdrawal tied to a no-deposit bonus. If we do, our agents will tell you exactly which documents are needed and why. Reply in the same chat or email thread so your case stays in one place.
Is a request unclear? Ask us to explain it. We would rather answer a question than have you guess.
When something goes wrong: escalating a complaint
Start with live chat or email and describe the problem plainly. If the answer doesn't settle things, say so and ask for the case to be reviewed by a senior member of the team. Keep your ticket details and any reference numbers; they let us trace the history without making you repeat yourself.
Bitstarz is operated by Gareton B.V. and holds a Curaçao Gaming Authority licence (OGL/2024/165/0185). Our rules on accounts, bonuses and payouts are set out in our Terms and Conditions, and it helps to quote the relevant section in your message.
Support when play stops being fun
If gambling is causing you stress, talk to someone. Our team can help you set limits or take a break, and you can read more on our responsible gambling page. In Canada, free and confidential help is available through ConnexOntario at 1-866-531-2600, and further resources are listed at responsiblegambling.org. Bitstarz is for players aged 19 and over.
What to include so we can help sooner
A clear first message saves everyone a round trip. Before you hit send, gather a few details:
- The username or email linked to your account (never your password).
- The date and approximate time of the issue.
- The payment method used, and the transaction ID or crypto hash if it relates to a deposit or withdrawal.
- The game name and round ID for any gameplay question.
- A screenshot, if something displayed incorrectly.
Short, specific messages get specific answers. Vague ones usually mean we have to ask you questions first.