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

I used the 30 free spins that the casino placed on your site and after finished vagering I won 0.1 ETH and requested a withdrawal

I received an email from them in which they wrote :

After looking into your account we can see that your account is linked to some other accounts that have already used the registration free spin

So due to this we had to remove any winnings generated from these spins. I said : Please send me the details of another account

But they said  can not provide you with information regarding the 3rd party accounts due to data protection laws

I said : Are you not saying they are my other accounts? So why do you refuse to send details ???

I do not have another account and I do not know how there are an account with my IP. This should be stated by internet experts.

if you are right I have several accounts, why was my registration accepted?

Why was I given the registration award?

Why was I allowed to play?

Why did you remember that I had multiple accounts when I won?

In the end, without response, they just opened my account, which was initially closed, but deleted my win from my account. I really did not expect such behavior from them. They insulted me and accused me of fraud. If they cannot prove this charge, I will sue them

Dear Jack,

Thank you very much for submitting your complaint. I’m very 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 neighbours has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers from this casino in the past?

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

Hi

Thanks

I also explained to them that I am a lawyer and I know the rules well

I live alone and no one can use my IP

A friend of mine introduced your site to me and due to the high rating you gave to this casino, I registered in this casino for the first time and I did not expect such behavior from them after winning.

I registered at this casino because I trust you and now I am really angry and sorry for my work.

Thank you, Jack, for your reply. Could you please advise if you have deposited any funds into your account to verify the payment method?

No . I have not deposited.

Thank you very much, Jack, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

I also thank you and your colleagues and I hope the problem is solved.

Dear Jack,

I’m very sorry to hear about your bad experience. I will do my best to resolve your case as soon as possible.

I would like to invite Bitstarz Casino into this conversation.

Dear Bitstarz Casino,

Can you please clarify the situation? In addition, please forward any evidence proving your claims to my e-mail address andrej.p@casino.guru.

Sending evidence to you.

Thank you, BitStarz Casino, for providing the necessary information.

Dear Jack,

Unfortunately, after reviewing the evidence provided by the casino representatives we are rejecting this complaint as unjustified. The evidence clearly shows that your account is in fact linked to multiple other accounts that have used the promotional free spins.

In case you are not satisfied with our decision, I would recommend you to file an official complaint with the casino’s Licensing Authority, although I believe their ruling will not differ from ours. Please let us know if you decide to contact the Licensing Authority and our assistance is needed.

I‘m sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.