The player from Finland requested a self-exclusion prior to creating an account. The casino created and self-excluded a new account instead of her. However, later she created an account using different credentials and requested a deposit refund. Since we believe that this type of self-exclusion is only a goodwill gesture and the player tried to take advantage of the situation, we ended up rejecting the complaint.
BitStarz Casino - Player’s asking for a deposit refund.
Amount: €1,100
BitStarz Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I deposited a total of 500 euros at the casino. I won 600 euros and tried to withdraw my money, but my account was closed. The reason for the account closure was that earlier this year I had asked them to stop me from playing. They are not going to refund the 500 euros I deposited with the casino, but they offered to make an exception and give back my last deposit of 200 euros. I want back the entire 500 euros that I deposited, because I shouldn't have been able to deposit there.
Automatic translation:
Public
Public
1 year ago
Dear Akkeberon,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Translation
They took my winnings out of the game account and left only 200e there. I haven't touched that money. I would like at least as much back as what I deposited there, i.e. 500e. But they only agree to give the amount of my last transfer, i.e. 200e.
Automatic translation:
Public
Public
1 year ago
Thank you for your reply, Akkeberon. Do I understand correctly that you have asked for self-exclusion? Could you please forward that request to me?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
1 year ago
Do I understand correctly that you requested self-exclusion before you created an account? Could you please advise when exactly you opened an account at this casino?
Public
Public
1 year ago
Translation
The closure was requested in May and I was able to open the account in August.
Automatic translation:
Public
Public
1 year ago
Do I understand correctly that you created your account using a different email address than the one you requested to be blocked?
Public
Public
1 year ago
Akkeberon, to begin with, I would like to emphasize that casinos generally do not offer self-exclusions prior to players creating their accounts. It is clear to see that the despite this fact the casino tried to help you and created and self-excluded an account instead of you to protect you.
However, you decided to create an account using a different email address, which is usually the first credential that casinos use to detect and block self-excluded players.
I am sorry, but the casino tried their best to help you even though they didn't have to as this was not a standard self-exclusion request and we see it only as a goodwill gesture. Since you used another email address to register a new account to take advantage of the situation, I am afraid we are not able to proceed further with this complaint. 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.
Please disable your AdBlock