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

I registered at BitStarz yesterday. I took the free spin bonus. I was so lucky to wager, and had 1001,53 NOK free to withdraw. One hour ago i uploaded all the documents for verification. I asked for a withdraw with the option Paysafecard. I dont understand that option. It was not possible for me to withdraw them into my Skrill account, so i talked with the support. And also about the strange option Paysafecard. He said i had to deposit first from my Skrill account to withdraw back to my Skrill account. I told him i do that tomorrow. I asked if i could cancel my withdraw, and put it back to my account, and that was no problem he said. So just 10 sec after that all my money was gone!!! I talked with the support again about where is my money. He said i had multiple accounts who had used the freespins, i hade broken the rules etc. I asked for proof. I wanted to know what proof he had, but he would not show it to me. I am alone here, the only one using my mobile phone and computer. This is TOTALLY CRAZY! I have broken NO rules!

Dear Katta,

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

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 as yours?

If there’s any relevant communication between you and the casino, please forward 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

Hello and thanks for the reply.

First i will adresse this account problems to the casino, not to the fair players. I have played in a lot of online casinos, in public places and at home, and this is the first time i experience being accused of fraud, based on the casinos own logistic. And as i know now, i am far from the only one. This is one of BitStarz dark spots. They have a policy to asume you have broken the Terms and Rules, if you are so unlucky to pass a stranger who funny enough also took the free spins etc, because you accidentily shared the same IP for 5 minutes. This is the casinos problem to secure the individual accounts of the players! Not accuse the players for fraud.

Second; I live in one appartement alone. Here are 3 other appartments with people from Ireland, Germany, Finland, Bulgaria, Phillipines, and Norway. In our rent is included Wi-Fi. I have no authority or right whatsoever to knock on their doors, intrude their privacy and ask if they took the free spins from BitStarz casino! That is crazy! That is a totally unrealistic unethical claim from anyone. And i dont belive non of them play either, but because of the shared IP the BitStarz asume, remark: they only asume, that here are multiple accounts using their casino, and the same free bonuses. Here up in the north in the forrest, yeah right...

Third; The support at BitStarz are rude. The same seconds i had uploaded the verification documents, my winnings disappeard in front of my eyes, and i was in those seconds in the chat with them about that i should deposit from my Skrill to be able to withdraw my winnings the day after. And everything was just ok om their behalf! And the same seconds they chatted with me, they managed to send me an e-mail about that i had multiple accounts and they took my winnings, and on top of that gave me new freespins into my account.

It was all over in about 5 minutes. What???

I have asked for proof several times, no proof.

So my conclusion about BitStarz; They have a logistic problem that make problems for the fair players. Be totally aware of any shared IP can put them in a position to take your winnings. Without proof. A wery risky gameplace.

Best regards

Thank you very much, Katta, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Katta.

The whole situation is unfortunate, but we will discover what happened and why.

I want to ask casino representatives to step into the case and explain to us what happened.

Hello. Thank you for your response. I have no idea what happend. BitStarz will not give any proof of me breaking the rules. Anyway i am not guilty if my neighbours or their families, friends, whatever have bonuses in casinos. I was playing in BitStarz about 24 hours. I have never played there before or as i am aware of, in their sister casinos.

Hi there,

Right, so here's the deal.

We only allow one set of registration spins per IP/Family/Household, etc. I don't think I'm out of line when I say that it's the most basic of no deposit bonus rules out there, and I'm sure you at CasinoGuru would agree.

Now, I do not wish to disclose the other player who's been using the same IP to the player, but happy to provide it confidentially to CasinoGuru, so, guys at CasinoGuru, ask the affiliate manager of BitStarz for my details and I'll send it over.

Olle

Okey, but you wish to disclose me? Have the other player lost his/hers bonus winnings to? Wery strange. When i signed up for those free spins, then you already knew there was another using the same bonus and IP? But you let me play, and win, and just when i should withdraw my winnings, you found out there was another user. How convinient for a lousy 1000 KR. I have never experienced such casino. I play in great casinos and have never ever been accused of multiple accounts anywhere.

Katta2020, I would like to mention that every casino do all the checks only after player submit a withdrawal. So you don't need to be upset about it - it is standard procedure in every casino.

We will contact Olle and investigate your case.

The casino representatives sent us proofs, which confirms what they stated.

I am very sorry, Katta2020, but the casino has the right to cancel your winnings.

Yeah right, anyway i dont believe you. I have asked some of my neighbours, they dont even know what bitstarz or online casinos are. I cannot get hold of what strange proofs you have, everything about this case is fishy. But at least i dont have to verify my documents to a wery bad support. Case closed.

Well, the casino's evidence was very persuasive.

Because of that and Katta2020's reaction we are rejecting this case.