BitStarz Casino - Player’s winnings confiscated, account closed.

I was playing on this site using the welcome bonus from my initial deposit.

By chance, I won and met the bonus conditions. I submitted the necessary identification documents and applied for a withdrawal.

Later, I received an email from the casino site stating that my winnings were confiscated and my account was closed due to multiple accounts using the bonus from the same IP address.

This was my first time playing on this site, and I certainly did not use multiple accounts.

I find it unacceptable that my winnings were confiscated without any evidence being shown.

If I am unable to withdraw my winnings, I would like Casino Guru to thoroughly lower their rating.

Thank you.

Hello satoshinyo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitStarz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you create your account? Does anybody else from your household has an account in this casino? Did the casino refund your deposited amount? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

I created it on July 27th and played it right away.

None of my family members play at casinos so it's unlikely that they have an account.

I was informed that the deposit was refunded. However, I am not satisfied because the money I won was confiscated.

I have received a message from the site via email.

Hello satoshinyo,

Did the casino provide any evidence of multiple accounts? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear satoshinyo,

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.

No evidence was provided.

I sent it by email.

Hello satoshinyo,

Did you attach the communication to the e-mail as I can see only your text there?

Dear satoshinyo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of satoshinyo. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I sent it by email, but it hasn't arrived?

Dear Satoshinyo,

I hope this message finds you well. I would like to confirm that we have received your emails, and I appreciate you taking the time to provide the necessary information.

At this stage, we need to gather additional details from the casino in order to proceed further with your complaint. Therefore, I will be forwarding your case to my colleague, Michal (michal.k@casino.guru), who will be taking over and assisting you from this point onward.

I wish you the best of luck as we continue working toward a resolution.

Kind regards,

Nick

Hello Satoshinyo,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BitStarz Casino to join the conversation.

Dear BitStarz Casino,

Could you kindly send me any supporting documentation regarding your assertion that the player or a member of the player's household has already availed themselves of the welcome package? Please forward this information to michal.k@casino.guru

Hi there,

Certainly, we'll be providing the details shortly.

Olle

Dear Olle / BitStarz team,

I am still awaiting your email containing additional information and evidence.

Hi Michal!

You didn't receive it?

Let me re-send 🙂 sorry about that.

Olle

Thank you for your email Dear Olle / BitStarz team. I have responded and am awaiting further information from you.

Dear Satoshinyo,  

Could you kindly verify whether any of your family members or friends hold an account at Bitstarz Casino and have been participating in games from the same location as yourself?

I checked and none of my family or friends play at this casino site.

Moreover, it is absolutely impossible for them to play from the same place.

Dear Satoshinyo, 

Thank you for the clarification. Can you please confirm your internet provider company? Additionally can you please confirm your home internet IP? You can get this information for example from this webpage https://whatismyipaddress.com/

Dear satoshinyo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can request to reopen this complaint at any time.