BitStarz Casino - Player’s winnings have been confiscated.

Hello I’m one player from Croatia, I was in Spain when I opened my account and I have played bitstarz for the first time I had lost some money then or played again and or won something e they sent me my money then one day I have deposited 5 thousand euros in Bitcoin

I have lost then I have deposited another € 7,000 in bitcoins and I have won 3 Bitcoins at roulette and I wanted to cash out but they told me they are checking something after 1 day they send me a message email saying that my account has been blocked and the winnings confiscated because played from Spain, well before that day I have never done so when I lost or won something there were no problems, if it is true that you cannot play from Spain they did not have to let me open or deposit on this account eh I was playing via Wi -Fi could see where I am, now I'm asking for help to see if I can get my confiscated bitcoins back

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been verified successfully in the past? Do I understand correctly that your permanent residency is Croatia, but you’ve opened an account while visiting Spain? I have checked general terms and conditions, and this is what I found https://www.bitstarz.com/terms:

"It's forbidden for players from United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Sweden, Israel, Lithuania, Slovakia, Dutch West Indies or Curacao to play at BitStarz. This includes both FIAT and Cryptocurrencies."

Could you please confirm that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

If there’s any relevant communication, please forward it to petronela.k@casino.guru along with a screenshot of your account details if it’s still accessible. 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

Buongiorno, si il mio account eh stato verificato o inviato i miei documenti id card bolletta di con indirizzo eh nome per verificare residenza eh confermo di non aver usato alcun VPN per modificare posizione

Si confermo la mia residenza permanente eh in Croazia sono cittadino Croato, ero in Spagna di passaggio

Thank you, Patrick, for forwarding the relevant communication. Could you please advise which country you have submitted as your country of residence when registering the account? Have you saved a screenshot of your account personal details, by any chance? 

buongiorno, Il mio paese residenza Croazia, perché sono Croato

non o il screenshot dei dati personali e non posso più accedere al account l’hanno disabilitato

Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Patrick,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BitStarz Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Maybe I'm mistaken here, but this player had the confiscation back in March of this year, can we confirm this is correct?

Hello, let's find out. Patrick, when did it happen?

Hi again,

Well, just to tell our side of the story here.

It's clear to us that the player was indeed in Spain (or has used VPN, but that would be the fault of the player).

Since the player opened his account, the first login was from Spain (as well as the phone number the player used to verify his account), he signed up on February 7th and was logging in until the evening of February 21st where he logged in from Milan, then Madrid 1 day later, then Zagreb (Croatia) until March 4th where the user is logging in from Spain again until his confiscation and closure of account (March 6th).

Then in November of last year I see login-attempts from Barcelona again. So it's quite clear to us that the user (despite being a Croatian citizen) was indeed in Spain at the time and for extended periods of time, which as a result means we acted in-line with our terms. The player should not have signed up from Spain in the first place.

Si le confische sono del

marzo, o provato molte volte a mettermi in contato con loro e dicevano sempre le stesse cose,

Perché quando avete visto che sto aprendo dalla Spagna non mi avete bloccato l’account mah mi avete fatto giocare per mesi eh anche pagato le vincite, eh quando perdevo non dicevate niente, quando avete visto che oh vinto avete deciso di bloccarmi l’account, dovevate avvisarmi che non si può giocare dalla Spagna eh dirmi di non depositare e bloccare il mio account, la mia residenza eh in Croazia sono croato non o nessuna residenza in Spagna, ero in Spagna per motivi familiari,

Le confische sono 06/03/2020

o scoperto ora questo sito e o fatto reclamo perché non eh giusto cosa mi avete fatto

Non o usato nessun VPN per modificare la mia posizione al

momento del apertura del account

As you just discovered CasinoGuru, how come you have a Spanish flag on your account then?

@CasinoGuru, we're within our rules of conduct here, are we not?

O messo la bandiera spagnola perché il problema e per la Spagna no ? cercate ancora scuse per confiscare le vincite ?

cosa dite voi di casino Guru?? Quando anno visto che o aperto dalla Spagna l’account dovevano bloccarmi immediatamente e non farmi depositare, perché loro Come avete visto sanno tutto da dove è stato aperto e da dove si giocava anno visto che o vinto e anno deciso di chiudermi l’account e confiscare tutto e quando perdevo non dicevano niente non e giusto penso, voglio un aiuto da parte vostra per favore

And now you changed to Croatia...

Non sapete quale scusa trovare,?? Adesso usate la scusa delle bandiere sul profilo, dovete accettare che sono croato e vivo in Croazia 🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷🇭🇷

Visto che avete questa bella reputazione 9,4/10, mandatemi le mie vincite e finiamo una volta per tutte questa storia forse per voi non è niente 3 Btc ma per me sono molto o una famiglia, se non volete che la vostra reputazione si abbassi

Hi all, thank you for your replies. This is a curious case. On one side, Patrick, you shouldn't have opened an account from a different country, that was definitely a mistake. On the other hand, if you filled in correct data into the registration form, your account was verified and the casino knew you were playing from a different country, they shouldn't have let you make those deposits. I have a few questions.

1. Patrick, where (in which country) were you between 29.12. 2020 and 4.1. 2020?
2. BitStarz team, when exactly was the player's account verified? Did the player receive his deposit back?

Hi Peter,

Even with the confiscated funds, the player was still up on the casino at the time of closure.

Buongiorno,

ero in Italia e Croazia sono andato in Italia per mia moglie ed ero in viaggio adesso sono in Croazia io viaggio con l’auto!!

non capisco cosa avete scritto anche dopo le confische ero ancora al casinò?? Quando mi avete confiscato le vincite e disabilitato l’account non potevo più entrare non potevo più fare niente,

Si anche per me e strano sapevano tutto da dove sto giocando dal primo giorno che mi sono registrare e mi facevano giocare e depositare senza problemi, quindi c’è qualcosa che non va, voglio solo i miei Bitcoin confiscati il 06 marzo 2020, contatemi tramite email bitstarz vi mando il mio Wallet bitcoin, e finiamo questa storia siete un casinò importante mantenete il vostro nome,

buonasera, ci sono qualche novità ??

Hi Patrick,

Since this is a special case, our team will discuss it with the casino by Skype. I will keep you updated.

Ciao Peter,

ok spero che potrete aiutarmi

Hi guys,

After an internal discussion, we've agreed to pay the player, even thought we respectfully disagree

with CasinoGuru's argumentation.

We will reach out to the player.

Hi all,

After evaluating the situation, we came to the conclusion that it would be unfair not to pay the player, even if there is strong evidence suggesting he was playing from Spain. The reason for this is that he didn't lie that he is a Croatian citizen and didn't get any advantage by playing from Spain. Therefore, after a discussion between us and BitStarz casino, they agreed to pay the player. The amount paid out was the value of the disputed amount in Euro at the time the player asked for a withdrawal. In normal circumstances, we would ask the casino to pay out the full amount in Bitcoins and not take the change of the value of Bitcoin into consideration. But in this case, there was a legal argument why the player shouldn't be paid at all, and it makes sense that the casino didn't hold the money in Bitcoins anymore. Because of that, we consider this solution to be an acceptable compromise and the complaint resolved.

Best regards,

Peter