BitStarz Casino - Player’s bonus winnings have been voided.

Since I could not connect to the site from Turkey, I connected using VPN. When I read the site rules, I saw that VPN is not prohibited. I received a no deposit bonus, completed the cycle and deposited money. I submitted a withdrawal request. They requested KYC and I sent my documents. My withdrawal request was canceled and my account balance was reduced to 20 €, which is my deposit amount. When I asked, they said that they received a bonus from the same rope before. I couldn't raise my money, I lost it. I played my 20 spins from the welcome bonus and lost it too. When I demanded my remaining spins from the welcome bonus, they checked my account and said that it would be automatically defined after 24 hours. After 24 hours, when I did not receive the spin, they said that I could not take it because of the IP adress. Vpn services do not give private IP addresses to everyone. I'm sure they know that too. I think they should consider this as they don't ban VPN usage. Forget about my earnings being wiped out, I couldn't keep quiet about someone's dreams being played with as if I was kidding. I applied to you.

Hello ahmetsapt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. When exactly did you create your account and for how long have you been using it? Have you always been accessing it with a VPN? Which country did you use to access the casino and which country did you fill in your casino profile?

Looking forward to hearing from you.

Best regards,

Kristina

I created my account on August 8th. It was closed as a result of my objection to not giving the welcome bonus around 05:00 on August 10. yes i always access with vpn. When I tried to reach with dns configuration, I got an error "525 ssl hanshake". I don't remember which country is selected for each connection. I was connected from Canada in my last connection. I entered Turkey as a country.

ahmetsapt, I am sorry, but if the casino has some country/IP address blocked, it means that players from that country are not allowed to play there. I don't think there is a better way to stop such players from accessing the casino and registering.

Since you used a VPN to alter your location to overcome the casino's country ban (whether using a VPN is allowed or not), we cannot help you further here and it would only be a generous gesture from the casino if they decided to pay out your winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

They accept players from turkey, there is no blocking like any other on the site side.

Republic of Turkey, which blocks access to online casinos. Therefore, it is not possible to provide a direct connection. I connect to many sites with cloudflare 1.1.1.1 dnsi without hiding the IP address, but it gives a certificate error on some pages. so vpn was not a choice but a necessity.

I apologize, but if the website doesn't work, you should find another website and not try to access it by using alternative options. The vast majority of casinos do not allow players to use VPN, but very few mention it in the T&Cs.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.