BitStarz Casino - Player has been accused of opening multiple accounts.

I was up as high as .072 bitcoin and suddenly hit a cold streak all the way to .03993 decided to cash out while I was ahead . Upon doing so I was messaged and told that my withdrawl was discarded and confiscated for having multiple accounts under the same IP address and using the bonus on multiple accounts . I had never even heard of them until a few hours ago and have absolutely never had any accounts with them nor had I ever played there in any fashion. They then blocked my chat and closed my account and blocked access after I called them out when I did some research and found out they’ve been doing the exact same scam for years on hundreds of people . It’s a total scam stay far far away !!!

Dear Micheal, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.bitstarz.com/bonus-terms-and-conditions) and I found this:

„Multiple accounts are not permitted. Creating more than one accounts with BitStarz in order to claim any bonuses is deemed as bonus abuse and may result in confiscated funds."

Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here). Looking forward to hearing from you.

Best regards, 

Kristina

I unfortunately don’t think I screen shotted any of the direct conversation but I may have some emails I can share give me a moment to search and find them. I do however have screen shots of my balance and then I have some after they stole my winnings from me . Upon further research I see that they have done this to many people in the past using the same excuse for confiscating their winnings

I sent the screen shots of my winnings and what happened to it once I contacted support in regards to time to complete the payout . I don’t know if I mentioned previously or not , but they have since blocked me on chat and deactivated my account .

Thank you very much Micheal for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Micheal.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Thanks for the help. Good luck with them.. they didn’t seem very quick to be decent in this whole situation

Hi there,

Olle here from BitStarz, I normally don't handle complaints here on CasinoGuru but I'm not unfamiliar with handling complaints, so let's have a look.

So, Mike, you never made a deposit with BitStarz, right? The winnings you speak of are from the no deposit free spins? When it comes to those no deposit spins, as you probably know, they're limited to one per person/IP/shared computer, home address, etc.

On the IP you registered with, we've had 9 other players using that IP (so I don't think it's a VPN, as if it was we'd probably see 100 of them if it was).

Now, here's the term that was breached more specifically in your case:

1. All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller etc), IP, and shared computer, e.g. public library or workplace.

The reason this term is in place (which is in place in all casinos with free offers) is because if we didn't, the same person could create 1000 accounts and claim free spins and play until they won big. So to be able to keep this promo we need to strictly enforce it so it's not being taken advantage of (intentionally or unintentionally).

I hope that makes more sense. If CasinoGuru wishes to receive a list of said players who's taken the bonus on the same IP and need physical evidence of this, I'll happily supply that in a PM.

Warm Regards,

Olle

Hello Micheal.

Please, could you confirm the casino statement? Be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

9 players used the same IP address? That’s a total lie . I’d love to see this " list" that you’ll most definitely be fabricating because I play from my cell phone which number I’ve had for 8 years and I play off my home internet connection and live alone . I’ve never even heard of your casino prior to joining that day. As far as no deposit , again Incorrect I made a 25 dollar deposit and received those spins as a match bonus . So you can try and sound all coy and professional but the fact of the matter is that regardless of what you are stating , it’s an all out lie. Lastly even if I hadn’t made a deposit , I won that money by successfully completing the wagering and play thru requirements per your website and no where did it state anything about a max cash out etc .. bottom line is I swear under the penalty of perjury that I have never registered an account other than the one I created that’s in question at any time ever and I will stand by that to the grave. It’s quite interesting there are so many other people all over the world whom I have no relation or connection to who have encountered the exact same issue with your casino claiming they exact same excuse as to why you refuse to pay what they and I are rightfully entitled to. Stop the bs, and do the right thing .

I refuse to be taken advantage of and screwed out of winnings I earned fair and square . There are so many casinos that do this to people whether it be by rigging the games , forcing impossible unobtainable playthrough requirements just to trick people into making deposits, or by making false accusations and excuses as to why they’re not obligated to payout its members. It makes me sick how crooked and corrupt these businesses are. Then they deactivate users accounts to not have to face the music when they get called out on their malpractices , and are able to get away with it because most people don’t want to go through the hassle or headache of escalating matters to the next level . Well not today , not me . I represent every one who has ever been a VICTIM of these con artist "conglomerates" who prey on the less informed and the ones who are too afraid to stand up to "the man". You’re the definition of shady business and people like you need to be exposed and stopped. Even if 5 people see this and take my word as the truth it is , then this was all worth it to prevent those individuals from going through the same unfortunate dilemma that I have while also preventing you from stealing/ robbing / lining your money grubbing pockets. And I can sleep well knowing that and wake up feeling that I did my part and look proudly at myself in the mirror the next day knowing that I didn’t just lay down and die without sticking up for what’s right and going down without putting up a fight . Your company as well as yourself should be ashamed of what you do to people.

Hi mike,

So you made a deposit and got spins? Then if that's the case, can you give me that email address?

Also, still very happy to provide the linked account used via the same IP. I think that's sufficient enough to prove that we acted correctly according to our TnCs. Casino Guru, please let me know how to submit to you in the easiest way.

Ok so maybe I didn’t make a deposit I’m a member of MANY DIFFERENT CASINOS yet strangely have NEVER been accused of what you’re alleging against me strange isn’t it? Regardless , I signed up for your site and obtained free spins . I did the wagering requirements successfully and it wasn’t until I submitted my withdrawl and messages support to ask how long it would be until I would be paid did you liars come up with this bs you’re spewing out . And again there was no max cash out I made sure I checked so don’t try pulling that crap out next . The email address was oheyitsmikeb@gmail.com for the record . And I only have one (1) account with you people or let me rephrase that HAD one account because once I called you scammers out you blocked my chat and disabled my account to cover your tracks .

Hi there,

So, you're posting a lot of points there that unfortunately have no relevance to your case. Nobody is disputing

the facts that you cleared a wagering requirement, or the fact that your withdrawals were cancelled.

The reason for that, again, was because the free spins from the no deposit offer (as you now confessed that you didn't make a deposit after all), is limited to one person per IP and there's multiple account on that particular IP.

It doesn't matter if the other accounts were in your name or not, what matters is if there are other accounts used on the same IP as you. Now, we have proof of that, and it breaches our terms and conditions, hence your case is closed from our end.

You’re full of shit you bums. Anyone can fabricate a list you douche . It proves absolutely nothing . You people control the books so what’s it takes to add a couple numbers or dates or whatever lies you’re claiming to a database? If you scum bags are willing to go this far there’s no telling to what lengths you will go. Atleast you’ve admitted that I successfully completed and won that money in question . That’s the first and most important step and the one thing we can agree on. Next , let’s see this "list" that I’m sure you’ve made a default copy of for when you’ve had to use it against other people you’ve scammed in the past . Because again. Like I previously stated, I’ve had the same phone number and service for atleast 8 years.. and if it uses the IP address from my home private internet I live alone and no one has my WiFi password so I can easily show the IP address from my phone and prove the length of time I’ve had this account with my provider as far as my home internet I’ve had this service for only a few months and don’t know if this equipment they provided has been used by anyone else prior to me acquiring and or if it carries the same IP address for everyone who has used it in the past and if that is the case that would literally be the ONLY possible explanation of how you’ve had multiple accounts From this IP address but you’re claiming 9 different ones lol please you’re not nearly popular enough for 9 different random people in my City to have heard of you and then signed up and then used the SAME promo it’s virtually and absolutely impossible . I’ve been using online casinos for a few years now and have never even heard of you until that day and only did because I was reviewing other casinos on a review site and happened to come across yours on that site way deep in and thought hmm never heard of them Fuck it I’ll give it a shot. As far as the "no deposit" thing , you’re absolutely right because upon signing up your site forces free spins AUTOMATICALLY WITH A NEW SIGNUP AFTER YOU MANUALLY VERIFY YOUR NEW ACCOUNT VIA EMAIL . So that being said , I was like perfect I can see what kind of people I’m dealing with and if this is a legit and fair casino and can make sure the slots aren’t rigged and that they are trustworthy etc before I dump hundreds and thousands into a bad apple....Ha am I ever thankful I went down the path I did because look at the mess I’m dealing with just off the spins that were forced on me .... Weird don’t ya think that you would of caught this ALLEGED infraction before you allowed someone to go that far in ( signup , awarding free spins, allowing the player to switch to multiple games , play thru the wager requirements 40x, acquire another .0319 in btc, slow player to initiate a withdrawl, have a withdrawl in pending stage, wait for said player to message your support team ) then finally break the bad news ( or in your case straight up lie to avoid paying out what was rightfully won 100 percent fair and square) it just seems al too convenient or coincidental.. not sure which one I like better for the sarcasm I want to recreate... anyway long story short you’re full of absolute shit and that’s final. So let’s see this list I’m actually dying to see what other lies and fabricated "evidence" you crooks can conjure up next .

Hello Micheal.

We have received relevant proofs from the casino. Therefore, we’re not able to proceed with further investigation. I am very sorry, but we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case since you have clearly breached the casino T&Cs.

However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru