BitStarz Casino - Player’s requesting a full deposit refund.

They accepted all my money well beyond 500$.. I had asked if they accept players from USA and yes all players welcome they tell me.. I go to deposit more and I happen to just ask again before depositing a lot of money and they say no and I’m suddenly prohibited to play there and they decide that the previous response of "they accept USA" has changed to they do not. SCAM!!

Dear ginhamilton81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Yes it absolutely a scam. I know that other players have won from the USA without suddenly being restricted. I am so frustrated!!

Dear ginhamilton81,

Could you please advise how much was your active balance at the time of your account closure? Are there any funds being held by the casino?

Dear ginhamilton81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

You know what I’m not even sure anymore, I cannot get into the account I had there, the chat people are nice and happy to help until they ask and see my old username and ignore me. I just know that what they did was wrong, accepted me and allowing me to play and of course put money there but when I won the acted like I was some kind of criminal for even signing up with them, forget accepting their "free spins" which are NOT free they will make only one way or another and tell me I’m a "bonus chaser". That’s the world we live in

Dear ginhamilton81,

Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino directly? Thank you.

Hello, thanks for helping me out. Frustrated with shady transactions from businesses that welcome you and tell you that this place will treat you well. That would be nice but really I don’t need that… All I need is to be treated honestly and not be lied to or stolen from, which seems to be hard to find in casino, is there a place to play and give my money to honest business owners. I’m not sure. With starbitz I was told I could play when after winning suddenly I was locked out of my account and couldn’t talk to anyone. I feel that they stole my money. Thanks guru for helping all the ones you go to bat for, all of the ones you e helped and for investing your time and professionalism to seek out a way to eliminate others from businesses that are responsible for this kind of behavior.

Hi,

Writing again to let you know that I do not have any type of information to send, I would have the bitcoin address and that is all but I would have to also have the access to the account starbitz won’t let me access, to compare the history of bitcoin deposits I made. All I want is my money back I don’t care about the "winnings". If not then I learned a lesson. I can’t talk to them if this matter as they completely banned any communication on the live chat from myself. Thanks again

Just one last thing please before we'll contact the casino. I'd like to emphasize that you are entitled to any active balance that has been left in your account, unfortunately, this doesn't apply to lost funds (deposits). If you're not sure how much your active balance was when your account got blocked, could you please clarify what the disputed amount represents? Thank you very much in advance for your clarification.

i believe 600$ as I have zero communication from them because I’ve been without access to my account

Thank you very much, ginhamilton81, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ginhamilton81,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help.

First I will ask the casino for an explanation of the situation. I would like to ask the representative of BitStarz Casino to join the conversation and assist us in this case.

BitStarz Casino,

Could you explain what circumstances led you to block ginhamilton81's account and withheld her balance?

Hi guys,

Thank you for giving us the chance to give our side of the story, and there's quite a few things that we need to clear up here.

On the claim that we said everyone is welcome at BitStarz, it's simply not true. It's quite the opposite. The player came to live chat without being logged in, asking if US players were accepted and we said no. Upon asking the player to provide her email address, we informed the player we had to close the account on that basis.

That's when the player kept pushing for a refund. We never confiscated any funds, and the player only came to live chat once she had played away all funds she had. If I'm not mistaken, the player came to the live chat 2 days after the last spin she made and wanted all the money back, upon she calling us "losers".

The amount we're talking about here is 269 dollars and not the 600 originally quoted. The player also didn't enter the country in the profile and was also using a VPN. No mention of US prior to trying to get the funds back once the balance was depleted.

We have a policy that if this player had a win and then claimed to be from a restricted country, we'd pay out in full and close the account. It's only fair. In this case, I believe it's simply an attempt to get funds back which was lost in the casino.

Olle

PS: CasinoGuru, if you want to see screenshots from the chat the player had with us, I'm happy to provide.

Thanks, Olle and the BitStarz Casino team for the swift reply.

Feel free to provide us with the chat transcript to tomas@casino.guru

Hi Tomas,

Anytime. I've sent it to you now.

Let me know if you need anything else.

Olle

Thanks for the information to Olle from the BitStarz Casino team.

Dear ginhamilton81,

According to the evidence sent to us by the casino, the balance was played down.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Oh wow! They must have lied and changed what really was happening. Which certainly I wasn’t in a vpn! As I had no idea what that even is until now. The money lost is already gone. I knew that before even contacting all I wanted to do was warn other players to be very careful and always always have "proof" of every step you take. That’s becoming the norm is to have to prove yourself with these places. If gambling is that important to have to show proof, for myself I have zero time for shady businesses or their employees. I’ll happily spend on other things. Thank you🙂 have an amazing day!

And good luck to you even with proof.. they will change and lie and do anything they can to Mae themselves look good but we all already know how these places work… these people have now accused me of calling them "losers" ??? 😂 I can even respond to that except I could come up with a far better answer.. that being said they must feel like one. Happy days and it’s never to late to change🙂

Hello all,

thanks for your comments, ginhamilton81.

If you played down your balance, we would consider your money to be lost fairly. In case of any winnings being present, or if your winnings would be confiscated we would investigate further whether a VPN was used and what information was given to you at which point.

The complaints are public and your issue will remain on our website for others to see.

Due to the aforementioned reasons, this complaint will now be rejected. 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 issues with any online casino in the future.