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

I recently purchased an iPhone from a family member who has used bitstarz in the past and I have been using their site for about a week now and they have let me deposit and lose about 3,000 CAD over the course of the week but today I finally won about 2,000 CAD and when I went to withdraw it they told me that my IP address has multiple accounts because my family member who gave me the phone apparently had played on their site in the past so they took all my winnings and are refusing to reimburse me for the past week of deposits that they knowingly allowed me to deposit and wager when they knew I would be unable to withdraw any winnings from day one without notifying me. PLEASE HELP

Dear Pariah900,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and the other family member share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you activated any promotional offers when depositing funds?

I have checked the general terms and conditions, and this is what I found (here):

"YOUR MEMBER ACCOUNT

...

3.2

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will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@bitstarz.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access."

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 

I have not activated any bonuses and I’m not sure about the IP but it’s the same device he has used on the site in the past.

What about the household address and payment method?

i was at my cousins house when I was playing but I didn’t even know he has played before I thought he used roobet…. And the payment method was completely different than his I used my debit card and btc wallet…

Thank you very much, Pariah900, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Pariah9000!

From now on, I will take care of your complaint. In order to proceed, I would like to invite representatives of BitStarz Casino into this complaint to help us resolve the issue.

Hi guys,

Thanks for looping us in here.

Well, when it comes to this particular case, it's not just one account we're talking about, but rather quite a few duplicate accounts.

When you mention that it's not you but there's a family member who's been playing on the iPhone you got from them, I have to say I find that hard to believe. My reason for that is that the username you picked for your account with this email address, is the same as the name of the email address on the linked account.

Your username is "kokorocks" and the email of the linked account is kokorocks**@****.com. Besides that account we've got plenty of other accounts in your name/derivatives of your name and email, or linked via IP or browser.

Happy to share this with you Martin via Skype as long as the player is OK with it.

Olle

Kokorocks & pariah are a clothing brand that me my cousin and some friends work on… even if I was my cousin which I’m obviously not I’m more concerned with the fact that you allowed me to make over 2,000 CAD in deposits over a 3 week time frame before notifying me that there was an IP address issue. Just sucks honestly because I never won anything for weeks and spent a lot of Christmas money & time on your site because I thought I might have a chance to win. Then when I finally do you guys just took it from my account. I literally won exactly what I lost so it would be cool if I could just receive my deposits I lost with no chance of winning with back then I will delete this account and use a different IP if I’m allowed back on the site in the future. U guys wouldn’t be losing money and I would only be losing a few hundred dollars which I’m fine with.

Any update??

Hello Pariah9000!

As Olle from BitStarz mentioned in his reply, we are waiting for your approval, so that he can forward the aforementioned evidence to us. Please, let us know if you are good with it.

Yeah that’s 100% fine but I’m unsure what me having a similar username with someone else in my family when we run a clothing brand together would prove? I’ve never used their site & if I did why did they allow me to wager 2,000+ CAD if I wasn’t allowed on their site?

Hi Martin,

Want me to send to you on Skype?

Dear Olle and BitStarz,

Thank you for providing me with the supporting evidence. I will be reacting on those shortly.

hey guys any update?

Dear Pariah900,

I am very sorry to be the bringer of the bad news, but after a careful examination of all the evidence provided by the casino, we have deemed it to be sufficient in confirming the facts as they were described by Olle from BitStarz Casino in his previous entries.

Unfortunately, at this point we are not able to support you under these circumstances. However, please let us know if there is anything else that we can try to help you with.

Due to the vulgar nature of the recent player's entry, we are leaving the message not visible for public. We will now reject this complaint as 'unjustified', the reasons were already described and no further inquiries were made by any side involved.