BitStarz Casino - Player has succeeded in opening an account from a restricted country.

I was directed to the site via simple google search that they accept USA players. I was able to create an account and make numerous deposits. Per their terms USA players are forbidden from creating accounts and depositing. It’s not made explicitly clear and they advertise as USA friendly on MANY websites. They still allow USA players to create accounts which is totally misleading. I requested my deposits back after learning this- minus any winnings. They promptly denied me. The disputed amount is not accurate- I need to add everything up because there are so many. I requested all deposits returned.

Dear MJ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.bitstarz.com/terms:

"It's forbidden for players from United States of America, United Kingdom, Jersey, Gibraltar, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Sweden, Israel, Lithuania, Slovakia, Dutch West Indies or Curacao to play at BitStarz. This includes both FIAT and Cryptocurrencies."

I would like to emphasize a very important fact from our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries:

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Since the website is not blocked for the United States and there is a possibility to register an account from a restricted country and deposit funds, as only email address and nickname are requested upon registration, I would like to ask you if you have completed "My Profile" section?

Your ratification is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. 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 didn’t complete a profile, I didn’t even see a section to do so when I had the website. 😔. The website did not request any information from me in order to make deposits. If they had done so and had those checks in place I would have known I was restricted.

Thank you, MJ, for your reply. Could you please advise if your account is still accessible or has been blocked already? Could you please forward your cashier history? My email address is petronela.k@casino.guru.

Unfortunately they have blocked me and I can’t access anything. Deposits were made, some small winnings were cashed out but my deposits are much more than what I’ve cashed out. I could find out the amounts I deposited and withdrew in my Bitcoin wallet. Is that ok?

Thank you very much, MJ, for your e-wallet statement. I have corrected the disputed amount of this complaint accordingly. Could you please confirm that you have received winnings from the casino in the past? Is there any record of those transactions?

Winnings had been received previously. Im not certain on amounts because I don’t have access to the account. The withdrawals wouldn’t be reflective because they would include the original deposit amount right?

You have received winnings from this casino previously but no personal documents have been requested from you to complete the KYC, is that correct?

That is correct

Thank you, MJ, for your reply. I have checked once again the general terms and conditions, and this is what I found https://www.bitstarz.com/terms:

"3.3.13 We reserve the right to make a phone call to the number provided in your member account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed."

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 MJ!

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

Thank you!

Hi guys,

First of all, we've never advertised anywhere, claiming that US players are welcome, and it's widely known in places such as CasinoMeister and AskGamblers that we do not accept US players.

Now, to your account. You've deposited 0.15 BTC and cashed out 0.18 BTC. In other words you've made 0.03 BTC profit and thus I'm not sure what refund there is to give as you've made more than you've lost.

Olle

Well, you guys are incredibly rude with your responses. can you Atleast forward my deposit and cash out ledger to casino guru ? I was looking for my deposits minus any winnings after learning USA is a restricted country. I can attach multiple websites where your site is advertised as USA friendly. I can find my cash outs on blockchain to verify your number but it’s time consiming. You made it difficult for me to know because you didn’t allow me to look at my history because you shut me down immediately, which is fine and I requested that. But atleast give people their transaction history.

I have numerous unconfirmed transactions on blockchain from you all. I want help to verify the numbers of deposit and withdraw ledger from your site.

I can post the link to the blockchain transactions to prove my side.

Hi there,

I'm very happy to give Casino Guru access to your total deposits and withdrawals. Casino Guru guys, can you ping me on Skype and I'll be happy to share with you.

Olle

Dear MJ,

The casino representatives provided us with a supporting evidence confirming the amount of withdrawals at 0.18 BTC which is already higher than the original disputed amount.

Could you confirm that you received 0.18 BTC in total from BitStarz Casino?

Hello MJ!

We haven't heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since 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.