BitStarz Casino - Player’s winnings confiscated on suspicions of duplicate registration.

I played at Bitstarz Casino and afterwards, my entire cash bonus of $6075 was confiscated due to suspicions of duplicate registration.

I have absolutely no idea about this alleged double registration.

Furthermore, the confiscation occurred after I submitted my KYC.

Though I used the initial deposit bonus for the third time, based on my understanding of the guidelines, I am not in violation of any bonus terms and conditions, nor am I aware of any infringements on my part.

I have the history of my gameplay available.

I would greatly appreciate if you could help me out with this issue.

Dear tikatika,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

There is no possibility that a family member played the game.

I'm also playing on my smartphone, and I'm the only one registered at the casino.

It was confiscated after identity verification was completed.

Thank you very much, tikatika, 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.  

Hello there,

Thank you tikatika 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 were the funds confiscated and if we can do anything to help resolve this issue.

Thank you!

Hi gents,

You'll have to forgive my slow reply here.

I've taken note of the case and will provide a statement asap.

Olle

Hi guys,

Sorry for the slow reply, I aim to put a reply down here today.

Olle

Hi there,

First of all, truly sorry for the slow reply.

At BitStarz (as in many other online casinos if not all), the welcome offers are limited to one per person, IP, shared device, etc.

In this particular case, the offer has already been claimed on his IP, and thus the following rule apply:

"3.1 All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller etc), IP, or shared computer, e.g. public library or workplace.".

This is a rule to safe-guard us as a casino from potential bonus abuse, and I'm happy to share the logs on our end to prove that the offer was already claimed on his player's IP. Simply, the fact are what they are. Someone who's been using the same IP has already taken the offer, which is why we had to limit the player's account and pay back his last deposit.

Worth mentioning once more is that this is not a rule solely applying to BitStarz, but basically every online casino.

Olle

Dear BitStarz Casino Team, I would appreciate it if you could provide evidence that the offer was already claimed on the player's IP to my email address. (peter.c@casino.guru)

Thank you in advance!

Certainly

Dear tikatika, the casino representative has provided sufficient evidence of their claims. 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 any issues with this or any other casino in the future.