BitStarz Casino - Player's winnings get confiscated due to duplicate account.

On June 28th, I created an account and made several deposits. Over time, I experienced losses and withdrew some funds as a typical outcome of gambling. As of 02 July at 02:29 CET, my balance was approximately $3,500 USD without any bonuses, making the entire amount eligible for withdrawal as per previous arrangements. I started the withdrawal request on that time. Surprisingly, I received an email stating that my account is considered a duplicate. While this may be true, they proceeded to cancel all of my winnings, allowing only the last deposit to remain. I find this situation unfair since, if my account is indeed a duplicate, they should have allowed me to withdraw the entire balance.

Hello mbilge,

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 if your account is already verified and is yes, since when exactly? Is your account currently still active? Is anybody else from your household owns and account in this casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

Despite creating your account on June 28th and providing the necessary documents, they did not verify MY account as requested. It's evident from the deposits and withdrawals I've made that I actively used the platform. However, when I reached out to them regarding the issue, they informed you that their decision is final and they will no longer respond, leading me to believe that it is a complete scam.

To make matters worse, my account balance of approximately 3500 (approximately, as I don't recall the exact amount) was unexpectedly deleted. Additionally, I had a pending withdrawal of 3000 as seen in the screenshots, but they only offered me 250 (my last deposit) to withdraw. This unfortunate situation has further reinforced my belief that I have fallen victim to a total scam.

Hopefully is there any good news from the scammer casino?

Thank you for your help and cooperation.

Hello mbilge,

Did the casino send you any kind of evidence of multiple accounts? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru.

I have forwarded their very first email.

Hello mbilge,

Could you please advise what e-mail address did you use to forward the e-mail as I could not locate anything from you.

Please let me know which e-mail did you send it or forward it again to nikolas.b@casino.guru from the one you use on this site otherwise we won't be able to proceed in resolving it.

Dear mbilge,

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.