BitStarz Casino - Player's account has been closed and winnings confiscated.

I am a player from Russia and it was my first time playing at BItstarz casino.

Bitstarz is a bad casino, I think they are scammers. I saw a lot of adverts and tried to play at them, also I was surprised by the good rating on the forums. 

I like to play in casinos, I play in 3-4 casinos such as Stake, bets.io and a couple of others. 

The first time I tried playing at Bitstarz, I made a deposit of 50 USDT from OKX exchange, got a welcome bonus of 100%. I played slots and I won over 2000 USDT. Then later on I started losing and I lost my balance to 1850 USDT. 

I decided to make a withdrawal, the casino asked me for my passport photo, address. I uploaded the information. Next they asked me for selfies with my passport and date. I sent the documents the same way. Then after a few hours they asked for a photo with the house number on the street. I did the same. Asked them several times how long will the whole process take? They said they didn't know, but soon. Wait for it. After a few hours I opened my mail and saw a message about confiscation of funds and closing my account that I use several accounts, I was asked to write to the online chat. I wrote to the online chat very surprised saying that I don't have any accounts on their platform. I learnt about them recently. There is simply no other account on their platform. I asked for information and they refused. I told them that they were scammers and said I would file a complaint. I do not recommend playing at this casino.

They told me to make a withdrawal in the amount of my $50 deposit and withdraw the funds, after that they will close the account. All other funds were confiscated.  

Dear epyvrotdy2, 

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.

Is there any chance that someone from your household, or using the same IP address, might have also created an account at this casino?

Additionally, could you please confirm if you successfully passed the full KYC verification process, or was the process still incomplete when the casino disabled your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

I have sent my identity documents. They confirmed them, but did not verify me, because they rejected the document with my address. After that, they asked me to take a picture with my house ( with the street name ) I sent a photo of my house. (with the street name) After that, they disabled my account and told me to withdraw funds, confiscating my winnings of $ 1,850. I have never used their casino before, and no one from my family plays at the casino either. The operator in the online chat responded to my messages with irony and sarcasm, sending a thumbs-up sticker.

I don't understand why they asked me for verification if they accuse me of having another account on their platform. I sent the documents and waited about 15 hours for a response from them. Their customer support is very cheeky. Their online support answered very rude. I think they did this in order to not withdraw my $1850 to me. 

Thank you for the details regarding your case. Before we proceed with the investigation, kindly forward me all the communication between you and the casino regarding your verification and subsequent forfeiture of your winnings. My email address is veronika.l@casino.guru. Thank you for your cooperation, and I look forward to assisting you further.

I sent information to your email.

Thank you very much, epyvrotdy2, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear epyvrotdy2, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite BitStarz Casino representative to join this conversation. 

Dear BitStarz Casino, could you please provide more information about this case? 

Looking forward to your reply.

Katarina, thank you. I will wait for a positive result.

Hi there,

Thank you for inviting us.

So, the reason for the confiscation was due to a clear link between this OP and another account.

They both used the same crypto wallet to fund their account in the same currency, proceeded to take the same bonus and played the same game. Thus making the links between the two account absolutely undeniable.

This breaches multiple terms at BitStarz, with one obvious one being one bonus per payment account.

Olle

I think you are wrong, you need to double check the information, I haven't had any other accounts on your platform.

Dear BitStarz Casino,

thank you for your response. We treat all accusations with the utmost seriousness, and I would appreciate it if you could provide evidence to support your claims. Please forward any relevant documentation or screenshots to my email at katarina.d@casino.guru. I look forward to your prompt response.

Sure, let me send it over 🙂

Dear BitStarz Casino,

thank you for your email.

Dear epyvrotdy2, 

regrettably, the casino has presented clear evidence indicating a breach of terms and conditions due to the existence of multiple accounts linked to the same cryptocurrency wallet. Could you please provide an explanation for how this situation arose?

Katarina, I cannot and could not have other accounts because I was not registered with them before. I was replenishing my wallet through the OKX exchange. The exchange send funds from the exchange's shared hot wallet. I think the casino confused me with someone else, I really didn't have any other accounts. This is a confusion, I think there were users who also used this platform. Check out this platform OKX EXCHANGE please.

Dear epyvrotdy2, 

Due to the aforementioned reasons, this complaint will now be rejected. Casino has presented adequate evidence to substantiate the conclusion that a breach of the terms and conditions has taken place by creating multiple accounts.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them you can do so here: https://www.gamingcontrolcuracao.org/contact).

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.