BitStarz Casino - Player's account was closed and winnings were confiscated.

I tried to cashout 2.29 Bitcoin from BitStarz.com, but instead of sending me my money, they closed my account and confiscated all my funds without any legitimate rationale.

At the time, I was also in 2nd place in their "Table Wars" weekly tournament, which would have netted me another 2,000 Euros. So the total amount lost is approximately 100,000 Euros.

I did not use any bonuses, and I had been playing on BitStarz as a "VIP player" for over 2 years.

Perhaps they were confused because I use a VPN.

Dear MaxLangley,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BitStarz Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any email from the casino after your winnings were confiscated and your account was closed? Have you received any explanation as to which rules you allegedly broke?

Could you please specify what types of games did you play?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Have you received any email from the casino after your winnings were confiscated and your account was closed?

Yes. But all they said is generically that I breached their Terms of Service. When I ask for specificity of what they think I did wrong and for proof, they give me nothing.

Have you received any explanation as to which rules you allegedly broke?

No.

Could you please specify what types of games did you play?

Mostly blackjack and some slots. I'd say roughly 80% of the winnings came from BitStarz's own game: "BitStarz Blackjack."

When was the last time you communicated with customer support and what was it about?

2 days ago, asking for an update and asking for my 2.29 Bitcoin and my €2,000. They said no and my account is closed.

Also I wasn't playing under any sort of bonus and this is my only account.

Thank you very much, MaxLangley, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you, Veronika.

Hello there,

Thank you MaxLangley for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hi Peter,

Sure thing, let me share all the details in a PM to you.

What's your email?

You can share any information to my email peter.c@casino.guru , thank you in advance!

Sent

If BitStarz is claiming I sent in a fake ID, that is true. My assistant panicked and created a fake ID when he could not locate my real ID. I live in New Zealand and in the United States (now I'm with family in the USA). I can send in my real New Zealand ID and proof of residence when I get back there. I can also send in my United States ID and proof of residence (though I do not play on BitStarz when in the USA).

Yes MaxLangley, the casino has provided me with forged documents and there won't be another chance to verify yourself. I recommend you have a good long talk with your assistant so a situation like this doesn't happen in the future. Forging of documents is considered fraud and a crime and you will be barred from any casino where you attempt to do this. Thank you for your understanding, your complaint will now be rejected. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.