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

Hi. I was at my buddies house who also play on bitstarz and I was using his wifi. So I deposited 0.01BTC in total and I happend to win 0.016BTC and when I tried to withdraw 0.015BTC my account suddenly got disabled and I got email saying something about duplicate accounts or whatever (I only had one account) and that they will give me my last deposit (which was 0.001BTC) so I can withdraw it and then they will close the account. When I logged in to account I seen they declined my cashout request and they only gave me 0.001BTC to withdraw even tho I had deposited 0.01BTC overall. I dont care if they declined my cashout request but I wanted my ALL deposits but they ignored my requests. They literally stole my 0.009 BTC which would be around 300 dollars. Its not much, but Im not rich like them and I dont understand why such big casino would still 300 dollars from poor user who only wanted to have some fun. I have screenshots etc.

Dear panbitcoin,

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. Could you please advise if your account was successfully verified in the past? Have you had any previous game sessions from a different IP address or this was your first one? Have you accumulated your winnings with or without an active bonus, please Does your friend have an account in this casino too?

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 created the account on the same day that I won which was yesterday. I was at my buddies place and he told me to try it out and so I did. There was no verification required and when I tried withdrawing bitcoin they never asked to verify anything, they just took all my winnings and disabled account for few minutes and then they reactivated it so I could withdraw the last deposit which was only 0.001BTC even tho I made 10 deposits before. After trying to contact them, they started ignoring me so I went to withdraw the 0.001BTC and I did, although it never arrived to my wallet. Also they never disabled the account after I withdrew it, they just took my winnings claiming I have duplicate accounts (which was probably based on the WiFi of my friends which I was using) but they never provided any proof, they just took my winnings. I might have used VPN when I was playing but I always use VPN and didn't see any rule on their casino which would say VPN is not allowed. My friend also have the account there, or had, because he said it's bullshit and that he's not going to play there anymore and messeged them to disable his account after what happened.

Thank you, panbitcoin, for the clarification. Do I understand correctly that you created the account and on the same day you placed 10 different deposits totaling 0.01BTC? Have you used your own device when registering the casino account and playing?

Dear panbitcoin,

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.

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.