BitStarz Casino - Player claims that payment has been delayed.

I had been a costumer of Bitstarz for a few years now and about a year ago i had to make a new account with them because i couldnt log into my old account. I have asked the bitstarz help line for help. they closed theold account and they approved plus varified my new account. In their record my old account have not been active since i made this new one. On 02/05/2024 i have won about 204.0 LTC on Bitstarz site. while i was in the process of cashing out Bitstarz confiscate all my funds and sent me a email saying that due to having multiple accounts i have violated the terms and with that they will not pay me. I tried to talk with Bitstarz help line. I told them my new account had already been varified and that i have records of cashing out on this new account before. They deny everything even approving me to make a new account and even varifying my new account. Seems like they dont want to pay me. Ive asked them to refund all my winnings since the day they varified my new account to apporoved me making deposit into their site if they are not willing to pay me my winnings because i would never deposite so much currency into their account if i knew they werent going to pay me when i win. Bitstarz closed all doors and mislead me into depositing thousands of dollars worth of currency. Only to find out i cant withdraw when i win big. Why even varify my account if i was in violation? why was i able to withdraw before? Why not just deny me before i made a new account? this is not right. i am left helpless and hurt. i need Justice on this and i am willing to go the distance to get my money back. All i asked for is a fair resolution. If you guys cant give me back all my deposites since the day you guys approved my new account. then let me keep my winnings. thats all i ask?

-Richard V***

Dear rvang332,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

This is the thing. They declined 2 of my withdraw of 31.0 LTC and even confiscated my Balance of 204.0 LTC. without my consent. it just dissapeared. i was able to screenshot my winings and a portion of my balance before they empty out my balace. now they deny me of access to my account.

Thank you very much for your reply, rvang332. Did you save the message in which the casino confirmed that you can create another account? Why was your first account closed? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

My last account was closed because I had a new phone number which I couldn't receive the confirmation code to get into my email. With that I couldn't reset my password on the bitstarz account. I had let bitstarz know of the situation so they told me. closing the account and making a new one was the only option..

I just went back on my Gmail and found a actual evidence to prove my case. Bitstarz are the ones who made the new account for me. I have a lot of withdrawal evidence and all to I'll upload them. Please help me see through to this.

That was only a portion afther I tried to withdrawal 30.1 LTC x2 which was declined

After reviewing my recent winnings I believe it was way more that just 204.0 LTC . I will summit the screenshot of my recent bets on bitstarz here

This was when a new account was made for me at bitstarz by bitstarz.

And now they are using this to not pay me my fair winnings. I have lost a lot of money depositing crypto currency in bitstarz. Since I've started playing there. I demand a fair resolution because I am not the one at fault on a new account.. they made a whole new account for me as you can see in the screenshot above.

I have not violated any terms.

Do I understand correctly that your new account was verified? Did you play with bonuses on any of your accounts?

Yes my new account was verified. Matter a fact bitstarz was the one who made the new account for me as you can see in the Gmail they sented me. And No I did not use any bonus. I usually do the free spins for fun but always cancel the bonus. I don't use bonus on any of my withdrawals.

Thank you very much, rvang332, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 thank you for your time

All asking for is a fair resolution or even help directing me in the right path to getting my winnings which was wrongly confiscated from Bitstarz. I had not make multiple accounts and have not violated any terms. I have been honest and able to back up my argument and have evidence to support this. Bitstarz are saying as I have made 5-10 accounts and all of them are actually running . Which is not the case. The old account was closed and verified and the new account is also verified. I have made withdrawal from my new account before. Bitstarz shouldn't have make this bitter matter such reason to not pay me afther they check the at The old account 's activity log and found that the old one is not been log into adn all activities inactive.

I lost thousands of income depositing into bitstarz thinking I could win.. I requested all my deposits since I open this new bitstarz account or my bitstarz winnings on 02/05/24 t

Hello rvang332,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitStarz Casino to join the conversation and participate in the resolution of this complaint.

Dear BitStarz Casino,

Can you please provide more information about the player's use of multiple accounts, and the decision to confiscate the player's winnings? Have both accounts been verified, and did the player close the previous account before the new one was opened, as mentioned?

Kind regards,

Adam

This was the reason I requested the new account. Because I don't have access to old phone number or phone to get into my account. I brought it up to bitstarz support and therefore made a new account.

Hi Richard,

Olle here from BitStarz to see if we can clear some things up here 🙂

So, did you get some approval from BitStarz to open a new account after your old one was closed? Because opening up a new account when the old one is closed is not permitted unless you got a thumbs up from BitStarz.

Just some details here, we cannot create an account for you, only a player can create an account, and I don't see that your account was verified so I'm a bit confused.

Maybe you can provide the following?

• Proof that we said we created the account/We saying that we allowed you to open a new account
• Proof that your account was verified

Again, if we've done something wrong I'd be the first person to make it right.

Olle

Thank you for your response Olle and BitStarz Casino.

When you stated that the account was not verified, am I correct that you are referring to the first account?

Also, can you please clarify if there has been any recent use of the first account and if both accounts have claimed bonuses?

Dear Richard,

Do you have anything further to support the account being verified and that you had permission from the casino to open a new account?

Kind regards,

Adam

If you logged into my old account you'll find that it is no longer active. Zero activity, No deposits, no withdrawals, no bettings, and even no logins since the new account is made. As I recall yes I couldn't log into the old account no more that is exactly why I was given the thumbs up from bitstarz support to make a new one. If the old account is not closed how is it my fault when I brought up the issue already? And as u you can see my new account was even verified by bitstarz. If not then I wouldn't be able to deposit or withdraw from the new account. How much more proff do I have to lay out for any of this to make sense? I have always been a big supporter of Bitstarz. I even look forward towards the ticket drawing for the Tesla. It has become something to look forward to in my life. Depositing so much currency into bitstarz just to stack up my drawings for the Tesla give away. Please man don't do this to me. Bitstarz is bigger then this. If somehow my old account was not closed by mistake or accidentally by either side the party. Please do give me a fair resolution and pardon me for such a bitter accident. The winnings I had on 02/02/2024 can make so much difference in my life right now. Please give me my fair resolution -Richard V***

Yes I do have proof of verification. As. The guidelines in bitstarz players won't be able to withdrawal or deposit without account being verified.

In which if bitstarz will please go into my deposits and withdrawal history they will find that I have made withdrawals and deposits on many occasions.

This one of my decent withdrawal I have made from my new account. Which is about about near 3k USD worth.

As I recall I was not able to deposit into my account or withdraw waiting for my account to get verified. Me or anyone who opens a account at Bitstarz have to be verified before they are allowed to bet, deposit, and be therefore withdrawal.

Hi Richard,

Sorry but you're sending a lot of info here so it's a bit tricky to keep up :')

Could you please answer the two questions in my initial response? Because I don't see your account being verified, and neither do I see anywhere that we opened any new account for you (or gave permission to open a new one).

So if you could provide that it would really help.

Olle

How am I supposed to get into my account show that i am verify when bitstarz have already blocked me out? You know exactly what I mean! If anyone who account has not been verify in bitstarz they would NOT be able to deposit or withdraw out of the account unless they are once verified! I have been verified that's why I was able to deposit and withdrawal from my new account!

That is all the evidence I needed now why are you wasting everyone's time? If you do not want to pay me of my fair winnings just SAY SO! GOD DAMN IT!

Hi Richard,

I just wanted to say that I've asked two very simple questions, and I have done so in a very calm tone 🙂

I've asked where it said you were verified (which is easy because you actually get an email that says your account is verified, so if you have that please send it). Also, I've asked for proof saying that we opened an account for you, or that we gave permission to do so (which you claim).

I don't think I'm wasting time here as I'm trying to get this done as quickly as possible by simply asking you to provide evidence for these two things. But as I've asked that, you've send a lot of replies which includes nothing of what I asked, which drags this on.

Maybe @Adam can add some thoughts?

Olle

If you actually read in the complaints here you'll see all the screen shots proving that you are wrong saying that bitstarz don't make new addresses for players! The screenshot there is all the proof to answer your question. Will you go and actually READ ! MY responses so that I can further investigate in this? Instead of asking for 2 simple questions that has been answered a long time ago!

Dear rvang332,

While I appreciate you are frustrated, I must ask you to remain polite in your posts. The casino has asked you to provide proof of your account being verified, and that you have been given permission to open a new account. I see you have provided information showing that new crypto addresses were set up for you, but this is not necessarily the same thing.

Dear Olle,

Even if the player has opened a second account without permission, our usual approach to such cases means we need to determine if the player has gained any advantage by doing so, as sometimes it is just a mistake.

Therefore, we need to know if the second account has been verified as the player seems to be stating, when the first account was last accessed, and if any bonuses have been claimed by both accounts.

Kind regards,

Adam

Sir Adam, my recent withdrawals before the winnings on 01/02/2024 and deposits are the best evidence to confirm that yes my account has been 100 percent verified. If you go and open an account at bitstarz you have to wait for the account to be verified before you can make deposits or withdraws. Sir Adam and bitstarz staff please forgive me of my tone.

Bitstarz if my account wasn't verified? I wouldn't be able to deposite or withdrawl from it. This is actual Facts. Plus I never use bonus to win in any winnings that I ever had through times when there was a withdrawal. I'm stating actual Facts here. You have the authority to investigate the winning history, the deposits history, the withdrawal history. And even the login history. Which can be key evidence to all the questions you want to to ask me. Doing so you will find that that the old account no longer active.

There you go the verification letter that was sent to me.

Hi Richard,

I'm sorry to say that the email you sent is not proof of your account being verified (nor is it part of the verification) but rather the confirmation email when you verify that your email is the one matching the account, which is not part of the KYC process.

As for bonuses, you've taken bonuses on both accounts, and your new account doesn't have any documents uploaded to it. You can make a withdrawal despite the account being verified as long as the amount of the withdrawal is under the threshold stated by the gambling laws in Curacao. I believe this to be 2,500 EUR or equivalent in another currency if I'm not mistaken.

In your case your total withdrawal on this new account was 2.92 LTC which 190 EUR if we use today's exchange rate.

Furthermore, opening new accounts despite the old one being closed is also against our terms and conditions:

3.1.2 "You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us...."

So based on the above.

• You've opened a new account which you're not allowed to do, and you haven't gotten any permission (which you claimed) and we haven't given you permission (which you claimed).
• Your account wasn't verified (the email you posted was about confirming your email address upon sign-up but that has nothing to do with KYC).
• You've taken bonuses on both accounts.
• You haven¨'t uploaded any documents on the new account.

@Adam where do we go from here. If you need proof of the above, let me know and I can send it.

I deleted a lot of my email can't access every mail you sent to me just like how you don't even claim to know of anything about my account being verified. Can you show me evidence that i haven't deposited or withdraw from the account before ?

Your excuses are not even valid enough to confiscate my winnings. If you don't want to pay me of my winnings just say so. Why go around and accused me of violating terms ? The evidence is there and everyone, anyone who plays in bitstarz knows that if your account have not yet been validated by bitstarz. You won't be able to deposit or withdraw. If my account hasn't been verified then why allow me to deposit thousands of worth of USD into bitstarz? I want to to settle this on a fair matter not on my own behalf but Bitstarz also. Since Bitstarz won't pay me the winnings I have on 20/05/24 they must refund me of all the deposits they allowed fornme to make since the opening of the ew account. they varified the account and allow me to make deposits only to confiscate future big winning. They must honor this request and refund me my deposits since the opening of this new account. You guys could keep the winnings online can careless but I believe I have spend at the most 7-8k USD in my deposits. On this new account

Adam please give me a fair resolution. I believe I have proven my point and have given actual facts. Bitstarz can and will deny all the way of their scams. They can keep the big winnings on 02/05/2024. I just request for all my deposits made in the new account. Which is equivalent to about 7,000-8,000 USD. Worth. To be refunded in full

I have played bonus but never have play past tre playthrough to the even without with an bonus

The old account is no longer active. Have not been active and used in anyway to violate these terms.. If you investigate in the login history, deposits history. And or betting history of the old account. I can promise you will find none. So as the statement goes you are wrong to say that the old account was still active! You sound insane ! Accusations after accusations. Excuses after excuses. I thought bitstarz was bigger than this? This is not how you treat people! I have proven all that u asked already with REALISTIC FACTS! and you just want to ignore it? This is a CLASS ACTION LAWSUIT we have here and I know you wouldn't like to attend to it as much as I don't want to. You can't hide from the truth because it will remain the truth. I request all my deposits to be refunded in full and you can keep your winnings. Adam would you mind investigating in this a bit more? I will give away 30 percent to charity. For children's hospitals.

Hello all,

Thank you for your responses.

Dear Olle,

Please send supporting evidence of how both accounts have been used (deposits, withdrawals, bonuses) and when the first one has last been accessed.

Kind regards,

Adam

This is the previous withdrawal from the new account before the winnings on. 01/05/24.

Clear as u can see the cashout have been processed in the amount of 18.0 mbtc and is shortly after 12/29/23.

Hi Adam,

Will do asap

This the history of all the big wins I have ever had in the new account. my multiplier winnings history. Now if someone who's account is not varified. Do you think they'll be allowed to win this much in the account ? This are all evidence that my New account has been varified. Which then allows me to withdrawal and deposits crypto currency.

What are your insights "Adam"? Should I also reach out to "coin meister " and ask gamblers" for further review because I feel like the longer we take is the less unimportant the case gets. Are there any online casino authority you know about that would regulate these kind of schemes? Because because now its been longer than 14 days and there's very little done to help me on my behalf?

You guys told me you would intervene if past 14 days ? And I've been 100 percent honest and on point on my behalf even laid out all the facts about how my account has always been varified and that I was to withdrawal before in the amount of $800-3000 USD in the pass. Please point me into the right .

please help me get a fair resolution.

BITSTARZ ! the 2.9 ubtc withdrawal you mentioned above is just the last deposit I've made and was given back to me after my winnings was wrongly fully confiscated on 01/05/2024. Now can you be HONEST and actually tell ADAM what my withdrawal history is on the new account? And the screenshot I posted is actually SHOWING BISTARZ DISCARDING MY CASHOUT HISTORY! THATS EVEN GOING HELP ME MORE BECAUSE DISTROYING EVIDENCE IS ANOTHER ILLEGAL ACT.