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

Amount: 480 R$

BitStarz Casino

Safety Index:Very high Submitted: 27 Sep 2022 | Case closed : 12 Oct 2022

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Brazil has been accused of opening multiple accounts. We rejected the complaint because the player didn't respond to our messages and questions.

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jafcast47

Visitor

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1 year ago

OriginalTranslation

I got the welcome bonus (26/09/2022). I won 31 reais with free spins. Soon I made the requirements of 40x that amount (1280) and I had 480 reais left in my "real money" account as they say. When I went to withdraw (27/09/2022) they took all my winnings. They claimed I had another account. When I told them that in my email / CPF / residence / cell phone, no one made any registration on their website, they did not know how to respond and said that the decision had been made and that it could not be reversed. I spoke to support via email and online chat and they made fun of the situation.

FRAUDULENT SITE, WELCOME BONUS IS A LIE.

I have all transitions from the conversation online and via email.

Att. L. Felipe LF

Never place bets on this site.

trash

Automatic translation:

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Petronela

Complaints Team Lead

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1 year ago

Dear jafcast47,

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? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past, please?

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

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Petronela

Complaints Team Lead

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1 year ago

Dear jafcast47,

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.

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Petronela

Complaints Team Lead

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1 year ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.