BitStarz Casino - Player’s winnings have been confiscated.

I deposited I believe 20 or $25 onto their account and I ended up winning 716. When I went to cash out they said the confiscated my winnings and the money I put on because I had multiple accounts are duplicate account. I explained to them that I had lost not lost my phone but my phone had got broke and I didn't remember any of my Google stuff and so I didn't play for like 8 months with them and then I got I went ahead and start playing with them again and I didn't even think about it and I opened another account. And I tried to explain to them I said you can see if you can see that I have an account you can also see that I haven't played on that account for like 8 months I've been playing on this new account for the last 2 months that's it so I wasn't trying to cheat or trying to get multiple of anything. I've only been playing again like for a month and a half two months the other account has been used at least 8 months I'll believe that's just their way of cheating people out of their money. Did I asked him I said well if you're keeping that money what about the money I put on the game where is that but they won't answer me anymore and won't talk to me anymore.

Dear Jcmoney72,

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

Please understand most online casinos consider creating multiple accounts against their rules. Online casinos will confiscate winnings usually when they find out.

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

• Have you passed verification on either of the accounts?
• Have you benefited from bonuses in the casino, such as welcome bonuses, on either account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.