BitStarz Casino - Player facing withdrawal issues due to hacked account.

Dear clintgaige1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? How many accounts did you knowingly open? Was any of your accounts successfully verified i the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear clintgaige1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

Thank you, clintgaige1, for getting back to us. Is there any relevant communication between you and the casino that would prove that you asked to have your old account deleted?

Hi guys,

Just to give out side of the story here as well.

Clint had an account with us darkme88 email, but we closed that one for responsible gambling purposes as he spoke about not having food to put on the table for his kids. This resulted in us closing his account for responsible gambling purposes.

A couple of months later, he opened a new account and didn't make any withdrawal requests on this new account until he requested the above withdrawal. So, it's not like we allowed a bunch of small ones and then hit him with a confiscation when he tried to withdraw funds.

We also paid back all deposits on this new account (although we are not obligated to do so as it's ultimately the player's responsibility, but we decided to make an exception). I also don't see any ID or any docs being uploaded on these accounts.

But yes, the player broke the rules of opening up multiple accounts and we had to take action on the new account. All deposits on the new account was paid back to the player.

Olle

I first had bitstarz close all of my old accounts to make sure I didn’t have any other accounts. Everything was fine no huge wins like $20k. But A $1000 here and there with zero problems…

I lost my phone and ended up having to get a new one and lost my out email. So like any player that knows the rules you can’t have more than one account.. So I got ahold of support knowing I was going to lose my level status and ask the to delete my account because I’ve lost access to email but still could sign in to bitstarz i just couldn’t cash out..

That I had them delete the account and I started a new one Under another email where I won .7869519 btc… and as soon as I went to withdrawal they popped off with we have a forfeited all your winnings and since you back what you have deposited which was like 1400 and that’s being generous, but they stole 20,000 of my winnings saying that I had multiple accounts which I had them delete those and proof was in had not one withdraw problem so I told him I had you guys delete that account and they popped off with no you had a account with once another account which that account has been hacked and taken from me years ago.

that’s about two years ago someone that’s my family hacked in my account and that was deleted prior the first email .. Bitstarz knows there in the wrong and the truth is they can’t pay..

Bitstarz thinks it’s funny how they can steal my winnings and end chat.. proofs right there

Fyi I don’t have kids and number my finances isn’t your concern but I’ll show you proof.. explain to me about responsible gambling when I have 10 times more money in the bank then you do and then on top of it what I do for a living as a first responder I’ve been on 16 storms for this country. Trust me, I’ve done more for the country rest of my life 10 times more than you ever have so when you’re stealing from somebody you’re stealing from the first responder.

Responsible gambling I guarantee I got more my account and you do and you’re a liar I don’t even have kids.. so how are you gonna explain unreasonable gambling when I have more in my checking account than you and I provide a more important Bility to this world than you, for this word risking my life To Bring power back to the people???! And how you want to repay the first responders you want to steal from me is that what you want to do do you want to steal from a first responder that risk his life so people like you have power that you’re able to even have a casino online is because men like me risk their lives so you could have power without me. You would be nothing. Do you understand me?

There would be no Bitstarz if there where not men like me .. Journeyman Lineman IBEW ticket # A305830 with over 16 state of emergency storms and countless times risking my life so websites and online casinos have power to run!! and you want to steal from me a first responder time to pay what you owe because I do and I will my life just saw that you have power

Looks to me I have money and before my win Bitstarz couldn’t pay there players funny how they make lies and continue lying .. Sorry bitstarz I never had kids!!! Nice try and never been married to busy keeping the grid energized!! Aka and at this very second keep the lights on after hurricane Hillary.. what’s bitstarz doing ?? Stealing from a hero.. Here is a picture of what I’m ranning and doing right now !!

Hey bitstarz you out here? If you where maybe you could pay back what you stole

you can pay me what I won bitstarz and end this .. Do the right thing and do steal from a man that gives and willingly gives his life for something that if you didn’t have There be no bitstarz!! I’m one of them a keeper of the light the fireman’s hero and I’m not going to quit!! Until the light goes on for the word to see I’m not going to quit when I’m right!! You think I’d go this far if I was a crook like you

First and foremost, clintgaige1, it's crucial that you concentrate on the matter at hand and avoid sending extraneous messages unrelated to the issue. Please realize that our Complaints Resolution Center deals with a workload of over 700 cases concurrently, and inundating us with irrelevant information only hampers the efficiency of our investigation process for each case.

Secondly, I had asked you for pertinent correspondence, but as of now, I have not received anything. Please recognize the significance of reviewing any relevant exchanges between you and the casino in order for us to move forward with this case.

what do for as a job is 1000% irrelevant for an example. If it wasn’t for me guys that do what I did for a living you wouldn’t have a job we wouldn’t be able to do what we’re doing right now is that correct? Yes or no that’s all the answer I need !!! Is that not relevant? Which in fact is 100% irrelevant how much I give compared to these liars I show proof in fact do I not

700 cases compared to the millions I’ve energized suffering from cold and every day necessities needs to be addressed in the way you talk to me it’s disrespectful for somebody that is provided life more times we’ve been alive in years. I guarantee you that. As a first responder I’d respect me and what I do is not lie but risk everything I got so we are able to even have this platform and in fact if it wasn’t for brave men like me there wouldn’t even be a bitstarz or internet… I’m one of the very few men that bear the name Lineman and for that in itself you should do everything you can to show how grateful you were to have power to turn on a light switch and use anything and everything that needs electricity Because I risk my life and have seen men die just so you can turn on a light,,,.

This is sad a true hero yes I’ve saved lives one family on sandy ( that’s a storm name ) and another on the carport fires in northern ca… just so you bitstarz can have this complaint in a platform to do so by electricity!!!! I want my winnings and demand you get what’s owed to me like when the country demands me at a state of emergency and I have 16 of them!!! I’m fighting to all of you and its time this first responder gets a rescue from thieves what you can do and you need to do

you don't steal $22000.00 I won fair and square and think I'm going to let you doit

if I have to file this and see you in court ..., I have the money and power to see this all the way !!! I put that on my soul and this is the first time anyone has stolen and laughed im my face! that right there gives me 300000 reason or dollars to prove a point>>.. you don't f**k with the union man!!

Dear casino sorry for the past anger in last message.. moving forward and addressing bitstarz reply and you asking me to stay on point sorry I was mad..

dear bitstarz

Dear Olle,

Thank you for taking the time to explain the casino’s perspective on this matter. I would like to address the points you raised:

1. Regarding the "darkme88" account, I acknowledge that it was closed due to responsible gambling concerns. I sought assistance from your support team, and I genuinely appreciated the steps taken in that regard.

2. When I established the new account, I was under the impression that all ties with the previous account had been severed, especially after ensuring that all previous connections and data related to me were removed from your system. I had no intention of violating any rules, and my primary aim was to continue enjoying the platform in a responsible manner.

3. I appreciate the gesture of returning all the deposits from the new account. While I understand it wasn’t obligatory, it demonstrates the casino’s goodwill.

4. Concerning the ID and documentation, I was under the belief that all required verifications were completed, especially given my previous interactions and verifications with the "darkme88" account. I am more than willing to submit any additional documentation if required.

5. Lastly, I would like to emphasize that I did not knowingly violate the multiple account rule. As mentioned earlier, my understanding was that all previous affiliations had been terminated, and I was starting fresh.

In light of the above, I kindly request a reconsideration of my withdrawal. I have always held Bitstarz in high regard and hope that we can find a resolution that upholds the integrity and fairness of both parties.

Warm regards,

kingGaige aka Clint G****

Appreciate your response, clintgaige1. It's crucial to recognize that if the casino previously blocked your account, creating a new one knowingly violates the core principle of "one account per player." Could you kindly confirm whether you inquired with the casino about the potential reinstatement of your original account, coupled with undergoing a responsible gambling assessment? Please understand that if you established a duplicate account disregarding the casino's restrictions, which were implemented to prevent further play due to indications of gambling-related concerns, we regret to inform you that we cannot assist you in receiving your winnings.

Sorry I’m so upset I forgot my user name kingGaige in the sentence above..

am writing to demand an immediate and thorough review of the unacceptable decision to withhold my winnings totaling .79 BTC. It is beyond disconcerting to note that this decision coincides with Bitstarz’s well-documented financial difficulties—a point for which I have concrete evidence.

Let’s be abundantly clear: if there were legitimate concerns about my account, they should have been addressed during the multiple KYC and security checks I successfully passed for prior withdrawals. The conspicuous timing of your red flags, immediately following a significant win on my part, is deeply suspicious and appears manipulative.

Furthermore, I have been a consistent and honest player, fully compliant with all of your guidelines and regulations. I have even engaged proactively with your support team to ensure the deletion of any prior accounts due to security risks. If your team had any concerns, why were they not raised then?

It’s evident that Bitstarz is resorting to dubious tactics to avoid payouts, particularly when your financial stability is in question. I have reliably honored my losses; it is nothing short of scandalous that you hesitate to honor my winnings.

I demand the immediate release of my winnings, with no further attempts to shift blame or fabricate reasons for non-payment. Should this issue remain unresolved, rest assured that I will escalate this to the highest possible regulatory bodies and consider all available legal options.

I expect an immediate and favorable resolution to this matter.

Sincerely,

I could not reinstate the previous account due to a potential hacking risk associated with the connected email. The most secure course of action was to delete that account entirely and establish a new one. At no point did customer support indicate that this action was in violation of any rules or guidelines. Therefore, I fail to see any wrongdoing on my part. The wrong doing would not to do anything unless somebody else violate my privacy in my email, which has been deleted and removed from proton .. once again, the best course of action if somebody steals something you do not let them prolong doing so they need to be eliminated. That means the account needs to be eliminated anybody with any education she would see that and enforce that which I’m hoping that you see if this is just another lame excuse why they can’t pay their bill or pay out their winnings to me. My winnings excuse me clearly which I won fair and square this is ridiculous.

In summary, the casino states that your initial account (darkme88) was closed as part of responsible gambling measures.

Following this, you established a new account (stillalive88), and your current withdrawal request is the first one made on this account. No other withdrawals have been executed on this account. Furthermore, the casino asserts that all your lost deposits from stillalive88 have been refunded. If these claims are accurate, there is limited action we can take on your behalf, as it appears you knowingly created a duplicate account and have not presented any supporting evidence to substantiate your claims up to this point.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I'm writing to respond to your recent assessment of the dispute regarding BitStarz Casino withholding my winnings. You stated that my original account (darkme88) was closed as part of responsible gambling measures. However, I strongly dispute this assertion. The initial account was lost due to inaccessible email, so I contacted BitStarz Customer Support to address this. At no point was my request related to responsible gambling measures. Any claim to the contrary would be a misrepresentation and, I suspect, possibly an attempt to avoid payout of my legitimate winnings. With support from BitStarz, my original account was deleted to prevent any potential security breaches, considering someone else may have gained access to my email. Once BitStarz confirmed its deletion, I established a new account (stillalive88), adhering to BitStarz's instructions and guidelines, including KYC procedures. Your claim that my current withdrawal is the first on the new account is correct; however, it doesn't justify the withholding of my legitimate wins. What is in question here is not the number of withdrawals but the unjust withholding of my rightful winnings amounting to $22,000.00 in Bitcoin. Furthermore, the recent history of withdrawal delays experienced by BitStarz players raises questions. Shortly before my substantial win, players were put through undue delays for their withdrawals. The coincidence here is puzzling and unsatisfactory. While I appreciate the effort to refund my lost deposits from the stillalive88 account, it doesn't rectify the current situation or equate a resolution. The core issue remains - the payout of my wins. I urge you to reassess my complaint with this clarifying context - I took a proactive step for account security, not an action violating BitStarz's T&Cs. I hope for an equitable examination and resolution of my case. Thank you for your attention to this matter.

express my utmost dissatisfaction and concern about the manner in which BitStarz Casino has been dealing with my case. To say that the conduct and customer service have been unsatisfactory would be a mild description. Claims suggesting that my initial account (darkme88) closed due to responsible gambling measures are patently false. The truth is straightforward: my phone was stolen (or lost) and with it, access to the email linked to my BitStarz account. Driven by concern for the security of my account and the casino, I contacted BitStarz's customer support. What transpired was a joint effort between myself and your own customer support to delete the account previously associated with darkme88. This was a security measure, insisted upon by your team, and the right thing to do. Once this was completed, I complied with every single rule and protocol stipulated by BitStarz to create my new account - stillalive88. To suggest that I 'knowingly created a duplicate account' is misleading at best and dishonest at worst. I did not act alone. BitStarz was involved every step of the way. I'm not just asking for the fair and rightful payout of my $22,000 in Bitcoin winnings but demanding it. It is not a favor or an act of goodwill on your part—it is my right and your obligation. If there is any issue with my continued patronage of BitStarz, I am willing to leave – but not a moment before my winnings have been rightfully paid to me. I insist that BitStarz conducts itself by the same standards it expects of its players. We all honor our obligations when we lose; it is only fair BitStarz does the same when we win. I await your prompt attention and resolution to this matter.

If you dispute the casino's assertion that your previous account was suspended for responsible gambling reasons and believe it was due to an email compromise, with the casino's assistance in creating a new account, we kindly request that you provide any substantiating evidence, including relevant correspondence from that time. My email address is petronela.k@casino.guru. Thank you in advance.

Dear Petronela, With respect to the discussion at hand, I want to restate in the most undeniable terms that BitStarz's Casino's assertion of my original account closure due to responsible gambling measures is entirely unfounded. My account was proactively closed due to my email being compromised, a fact that distinctly posed a potential risk to both my personal security and the casino's integrity. Throughout this process, I collaborated exhaustively and responsibly with BitStarz's support team, seeking their direction and adhering to their guidelines to ensure a secure course of action. A comprehensive portfolio of all relevant communications and chat records, which will robustly corroborate my claims, is currently being compiled and will soon find its way to your mailbox. These documents signify not only my diligent adherence to BitStarz's policy but also the active role BitStarz played in enabling the setting up of a new account. Upon examining these documents, you will find it irrefutable that I was led to believe all along that I was acting in absolute compliance with BitStarz's rules. There was no suggestion of any violation or misconduct hinted at by the BitStarz's support team, whom I portably trusted for advice and guidance. While I am in the process of defending my claims, it is vital to bring to your notice the apropos issue of my rightful winnings. BitStarz is quick to swipe clean every penny of my winnings, yet seems hesitant to reimburse me for every single deposit I made using the original 'darkme88' account. If the notion is to make amends for deposits made, I must insist that it should be all-inclusive of every deposit I made with both my accounts. The swift, fair, and comprehensive resolution of this matter is what I anticipate. As the saying goes, a lawyer never returns empty-handed - even from a grocery store! Here's hoping the same logic applies to online casinos too. Thank you for your time and consideration, I look forward to hearing from you soon.

the proof is in darkme88 email which i can’t access !!! but real don’t need to because prior to making dark mediate. I did the exact same thing I contacted support to make sure if there was any other accounts opened or associated to the casino that they needed to be deleted and removed!!!! I never once a day in the kid any wrongdoing on that!! there’s your proof right there common sense will tell you I did the same thing I did before because they never made any complaint or any issue of it. They actually assist me just like they did before there’s your proof I did the same thing trying to protect the casino security, and as well as mine so that account needed to be deleted because it could possibly be somebody other than me accessing it. That’s the right thing to do and they assisted me on the very first emails, and then I did the same thing again ever wants to indicate that was wrong. I was protecting the security of myself and the casino itself. There was absolutely nothing to gain by deleting those accounts, but actually making my account weaker because of all my previous loyalty I get for the time I’ve spent obviously come on common sense shows that this is ridiculous they prior to this incident couldn’t pay up there were draws to their players and then when I hit big ones in my life, they get away with not paying me and throwing this BS out if they had a problem with it, they should’ve made a point of it in the very first time this was done. This is a fault on theirs. If this was such a bad thing, they need to pay for it because they accepted it, and they accepted it and just because they win they get away with it. No no no no no no that’s wrong wrong wrong you can’t OK something in until ups. It finally hurt you and then go. I’m gonna take that back now if that’s not how that works

I’m gonna have to take this to court because there’s absolutely nothing on the bitstarz argument. Why are you fighting on their side if they had a problem with it they should’ve brought it up on the very first one they never did they OK with drawls they did everything this BS degree responsible gambling I guarantee you I got more money in the account they do irresponsible f**k you.

I want to clarify that we are not taking sides with the casino; our objective is to gather any supporting evidence before we initiate contact with the casino. However, as it stands, since the time of this complaint submission six weeks ago, you haven't provided a single email that could corroborate your version of events, which leaves us without the means to approach the casino. I understand your claim that your previous email may have been compromised and that you no longer have access to it. Nevertheless, when you created your new account, there must have been communication with the casino via your new email address.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.