BitStarz Casino - Player's account was blocked.

I was able to withdraw once by showing my ID and Vega wallet, but the second time I was suddenly told that I had multiple accounts, and $230 was confiscated and my account was closed.

Impossible.

Dear azu46779,

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 has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

My son has registered before, but he didn't show his ID, he has a different mobile phone, and he has a different address.

I should have one account.

If there was, it was made as a prank.

This was the first time for me to check my ID and other documents.

The strange thing is that I withdrew money once, but why was it said that I had multiple accounts the second time?

Normally, I think it would have been better if you had told me at the very beginning. me too

I am sorry you are upset.

Did your son open an account in the casino before you? Did he deposit money into his account?

Have you made any deposits into your casino account?

I think you opened an account before me.

I no longer have a son, so I don't know what will happen next.

I think you probably made money

Above all, if gambling no longer brings you joy and happiness, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link: https://casino.guru/problem-gambling-help-centers#cnt_110=true

Please send me any communication (emails or chats) you received from the casino. Please send the information to tomas@casino.guru

Dear azu46779,

I received a mail from you, but it was empty. Please send the information I requested.

I don't have any emails left. I got mad and deleted it.

give me my money back

Thank you very much, azu46779, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello azu46779,

I am taking over your complaint, and I will contact the casino and do my very best to help you.

In the meantime, can you please tell me if you have used any bonuses at the casino?

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

Dear Bitstarz Casino,

The player's balance was confiscated due to multiple accounts, can you please provide more information about this?

Kind regards,

Adam

hello! I was told I have multiple accounts.

Certainly, it seems that the family is registering at the casino that is currently in dispute.

However, the address is different, and the mobile phone is different, so there is no same IP address.

I also made a withdrawal once.

Thank you very much.

Hello azu46779,

Thank you for the additional information, we will now wait for further explanation from the casino.

Kind regards,

Adam

Adam, thank you.

Hi Adam & Katuyuki-san,

I've provided the requested details via email, Adam. Let me know if anything else is needed.

Regards,

Olle

Give me back my money. Thief

Dear azu46779,

The casino has provided sufficient evidence showing that, aside from your son's account, there are multiple accounts linked to you that have been registered with the same name, address, and date of birth. Further to this, these accounts have all used bonuses that were intended to be used only once.

As the casino has operated in accordance with its terms and conditions regarding this case, I am afraid we are unable to assist any further and the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam