BitStarz Casino - Player's winnings have been confiscated.

I found Bitstarz here on Casino Guru, they where ranked #1 for crypto casinos in the big brand section for me. Seeing that I created my account in the beginning of October, I deposited 3500 Dogecoin and got a bonus of 100% percent. (I selected currency "DGB" in the complaint form since I could not find anything for Dogecoin) After playing some time I had lost all of it.

Two weeks later I receive an email with a new promotion that offers 100% bonus for the next 24 hours. This time I deposited 7309 Dogecoin, on the 24 of October. After playing for a few days on Gates of Olympus, Wanted dead or Alive, Itero and a live casino game called "Crazy Time" I had about 34 000 Dogecoin in my balance. I had uploaded some documents on my account when I first created it but they had not been checked yet. So I contacted support and they told me I had to make a withdrawal first for my documents to get checked. So I made a withdrawal request as per the chat agents instructions of 15 000 Dogecoin on 28th of October 15:28.

The same day 15:53 I receive this email from Bitstarz:

Hey,

We had a look at your account and can see that you unfortunately were not eligible for the welcome package.

As stated in our bonus terms:

"GENERAL BONUS TERMS AND CONDITIONS

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, and shared computer, e.g. public library or workplace."

And we found a linked account via your IP/device/household that had already taken part of the welcome package, so therefore it's not available for you as well.

Feel free to read the bonus terms here:

https://bitstarz1.eu/bonus-terms-and-conditions

Due to this we had to forfeit any winnings generated with the welcome package and to return your last deposit made.

You will not be able to receive the welcome package.

We wish you a good day.

Best regards,

Bit★Starz Support

There is no one in my family who plays on casinos and no one else using my computer, I tried telling their support this but they would not listen at all. I even received an email with a third bonus which is very strange since they are saying I am not allowed to use them. Also why could I use the first bonus without any issues, then get a second special 24 hour bonus and suddenly it is a problem. Their support won't help me anymore so I need some help getting this sorted out.

Dear EIndianaJones,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino block your account?
• Were you able to withdraw your deposit already?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please list which documents you submitted for verification of your account?

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

Best regards,

Tomas

Did the casino block your account?

No my account is still fully working, and and according to Bitstarz I am still allowed to use future promotions, this quote is from them in our email conversations:

"You are however welcome to play as normal without the welcome bonus and claim promotions from the fifth deposit onwards."

Were you able to withdraw your deposit already?

My deposit is still in my account and I believe I should be able to withdraw if I want to, but the only reason I started my first withdrawal was to get the verification processes started. I wanted to just get it done before I played more but according to their support I had to make a withdrawal first for my documents to get checked.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

I played these slots: Wanted Dead or a Wild, Gates of Olympus 1000, Gates of Olympus, ITERO

On live casino I played: Crazy Time

Could you please list which documents you submitted for verification of your account?

I uploaded one picture of my passport and a electricity bill for address verification, as of this moment they have still not been checked and are in "pending".

Thank you very much, EIndianaJones, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, EIndianaJones!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi guys,

Thanks for the invite.

Happy to share our thoughts on the case.

@pavel, where can we send the documentation?

Olle

Hi Olle,

my e-mail is pavel.k@casino.guru.

By the way, we have received the evidence and we are still investigating. EIndianaJones, thank you for your patience.

EIndianaJones, I have sent you an e-mail requesting further cooperation.

I checked and could not find any email from you, searched for casino.guru as well as pavel.k@casino.guru and checked spam folder.

But I sent a email to pavel.k@casino.guru labeled "BitStarz Casino - Player's winnings have been confiscated.". Maybe you could reply to that?

Thank you!

I have replied to your e-mail. Let me know if you still will not receive it.

Got the email! Replied now

We are still investigating the case and communicating with the case.

EIndianaJones, thank you for your patience!

Hi Pavel! Sent you an email yesterday

EIndianaJones, I have received information form the casino that your balance will be reinstated. Please, let us know when it happens and if you plan to play further or to withdraw.

Omg that is amazing, thank you guys. I can see the balance is back to the original!!

Whoever is reading this must know that casino.guru is the real deal, really doing gods work for their customers!!

I will try to make a new withdrawal of a part of my balance, same as last time, and see what happens. I can see that my documents still has not been checked. They are "pending" still. I want to make sure my account is verified and everything if I am going to keep playing here.

Thanks again, I'll update you!

Thanks, we will be waiting!

So after getting by balance reinstated and making a withdrawal of part of my balance I received a new email from Bitstarz now, identical to the earlier one saying I am no eligable for the welcome package and they are stealing my winnings again. Very strange....

" Hey,

We had a look at your account and can see that you unfortunately were not eligible for the welcome package.

As stated in our bonus terms:

"GENERAL BONUS TERMS AND CONDITIONS

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, and shared computer, e.g. public library or workplace."

And we found a linked account via your IP/device/household that had already taken part of the welcome package, so therefore it's not available for you as well.

Feel free to read the bonus terms here:

https://bitstarz1.eu/bonus-terms-and-conditions

Due to this we had to forfeit any winnings generated with the welcome package and to return your last deposit made.

You will not be able to receive the welcome package.

We wish you a good day.

Best regards,

Bit★Starz Support"

This must be some kind of a mistake. Do you still have your funds in the account?

Yeah I think so too, no only my deposit once again. It was at 35 000 Doge only one hour ago, maybe their departments are not communicating correctly regarding my case

I will double-check this with the casino, thanks for your patience.

Just letting you now, it looks like it was a mistake or something and it was added back now!

Let me know how the withdrawal goes!

I'm happy to say that my withdrawal went great this time. Thank you so much for the help CasinoGuru, I am really impressed with you guys and very very thankful!

Dear EIndianaJones,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru