BitStarz Casino - Player's account has been blocked.

My account has been locked and funds seized.

Upon signing up to the casino I had provided some incorrect details to protect my identity as I have had a previous issue with bank funds stollen. I provided incorrect country and date of birth of 1 day 1 month and 1 year later than my correct date of birth as I do with facebook and most other accounts from my fear.

I had played on bitstarz and later found them to be trustworthy. I had tried to withdraw from my account a month ago and it stated I needed to verify details. I went about getting a new drivers licence with my current address on it and even deposited more money into my account after that email as I thought the site trustworthy.

I sent in my documents with my ID, deposit proof and bank address proof and shortly after they responded my date of birth was incorrect and country incorrect. I told them that I had provided the details from this fear and my account was locked.

I responded with emails to support about my details and why I don't understand how this can't be rectified but they now won't respond to me.

I haven't got multiple accounts, I am in a country that is not restricted but I had won some money so I feel like that is the only issue for them.

I don't see how on their end they can't help me to change the details over to the correct ones.

Any help would be greatly appreciated.

Kind regards,

Jay M***

Dear McDerm669,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's General T&Cs and I found this:

"4.1.4 All information that You provide to Bitstarz.com during the term of validity of this agreement is true, complete, and correct, and that You shall immediately notify Bitstarz.com of any change of such information;"

I am sorry, but you have knowingly used incorrect details when creating your account and the casino would not be able to verify you. Although I understand why you did this, you breached one of the main online casino rules, and we cannot confront the casino for following their rules. I can only recommend that you never use incorrect details to create an account in any casino in the future.

Sadly, we cannot help you further in this case. Please let me know, if there is anything else, I could do for you, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Kristina

I understand Kristina. It's just that I don't trust any website off the jump. I don't even trust facebook or twitter or any other site as they have similar details also. Just disapointed that this is the route they choose instead of helping to me fix the issue. I wasn't trying to withdraw at this time. I was just verifying my account and still playing at the time my account got frozen. Still appears that it is only due to the fact that I had won some money several days ago otherwise they would have probably helped me fix the issue and allowed me to continue using the site. Anyway, thanks for your help.

Kind rgeards,

Jay M***

Thank you for your reply, McDerm669. I understand your point of view, but unfortunately, we cannot force the casino to change its decision. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.