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

Around 7:30 pm on December 5th Japan time, I received $300 of the Bitstars Monday reload bonus after depositing $600, and within the limits of the rules, I won 7500 times the slot $4 times and achieved the withdrawal conditions.

When I tried to withdraw money there, I was told that a provider check would be performed for a large winning, and I waited for more than a week.

On top of that, I told them that the use of multiple accounts is unfounded and duplicate IP addresses can rarely occur, so it is not the basis for multiple accounts. We determined that the confiscated items were groundless because the content of the confiscated items changed one after another.

In addition, here we have saved the hit image with a URL, where you can see the $ 4 bet within the rules and a legitimate hit.

As for other information, we requested disclosure from the casino side, but they did not respond at all.

I do not have multiple accounts at all, and I will do everything to prove it.

Thank you for the mediation of the third party organization.

Dear waki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you've been accused of opening multiple accounts?

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? Was your account successfully verified in the past?

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

Yes, I first heard from the casino that multiple accounts due to IP address duplication violated the rules.

There is no possibility that the family has registered and played.

I don't know about neighbors. In addition, there are cases where you can play on your smartphone outside of your home.

Yes, my device.

It is a 4Ḡ line, and it can be confirmed in the screenshot of the play.

Thank you, waki, for your reply. Could you please advise if your account was successfully verified in the past?

Yes, since I have withdrawn once at Bitstarz, it has been confirmed normally.

There is no such case other than this time.

This is the only place where I tried to withdraw a large amount.

Thank you very much, waki, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 understand. I am confused because Bitstars is the first time that I have been confiscated and even suddenly withdrawn from my membership for reasons such as duplication of IP addresses and violation of rules without providing evidence.

I will also submit the hit image with the URL if necessary.

Thank you.

Hello waki,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitStarz Casino to join the conversation and participate in the resolution of this complaint.

Dear BitStarz Casino,

Can you please provide further information regarding the confiscation of the player's winnings? If there is evidence of multiple accounts, please send it to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello.

Also, when I argued that there is a rare possibility that the IP address is duplicated due to smartphone play, I was told later that there is also bonus abuse.

Originally, I felt that it was something to do with it later, but I have evidence to refute it.

Hit images with Bitstars URLs are saved as screenshots.

Lines, under $5, are also available there.

If necessary, we will submit those as well.

Hi guys,

Thank you for reaching out, I will have a look at the case and revert back as soon as possible.

Olle

Invited you to a google doc, Adam

Dear waki,

After discussing the issue with the casino and reviewing the evidence available, the casino has decided to give you the benefit of the doubt on this occasion and you will receive the payment. Please keep us updated on the situation.

Kind regards,

Adam

Hello.

Withdrawal completed. Thank you for your response.

Before I mark this as resolved, I have one concern.

It is translated as the benefit of the doubt, but does it mean that the doubtful will not be punished?

If we do not prove our innocence, there is a possibility that other casinos will look at us as violators of the rules, and we felt extremely uncomfortable, so we do not ask for an apology for this matter, but the error on the casino side. I would appreciate it if you could provide me with the text of the fact that it is.

Hello waki,

I am glad to hear you have received your payment.

To clarify the previous statement, I believe the decision was made considering the evidence available. While there were some factors that suggested your connection to another account, it was concluded there was nothing to sufficiently show that anything untoward had occurred on this occasion.

Please understand, every case is different, and each may have a different outcome depending on many factors.

Can you please clarify if you now consider this matter to be resolved?

Kind regards,

Adam

Hello.

I understand.

Having respected the decision made by the casino and guru, and considering that the withdrawal was approved and the funds were received as a result, I consider this matter resolved.

Last but not least, I am very grateful for your mediation, including emails. Thank you very much.

Dear waki,

As you have confirmed you consider this matter to be resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Thank you also to Olle and BitStarz Casino for their assistance and understanding regarding this case.

Best regards,

Adam