BitStarz Casino - Player’s winnings have been confiscated.

Hello, I played at Bitstarz with a bonus and won big, I meet the rollover and then verified my account. Then they wrote me an email and told me:

"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://bitstarz.com/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"

I have never had an account earlier neither has anyone in my family, my computer has not been used by anyone else so it does not make sense. They tell me they can not tell me anything about the account they found either.

Dear krissepersilengen,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is there any chance that someone using the same IP address has created an account at this casino?

Could you please advise if you passed the full KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

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

Best regards

Veronika

I guess if someone got the same IP from the internet provider they could have had the same IP, otherwise no. Yes I passed the KYC and I did not use any VPN or such. Thank you for your help.

Thank you very much, krissepersilengen, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 krissepersilengen,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BitStarz Casino to join the conversation.

Dear BitStarz Casino,

Can you please forward me (michal.k@casino.guru) any supporting evidence of your claim that the player or someone from the player's household had already utilized the welcome package?

Hi there,

Thanks for inviting us to share our side.

So, the reason for the confiscation here is that the welcome bonus had been used on the IP already. As you know, only one welcome bonus can be used per IP, which is the case in most casinos, and in this particular case there wasn't a VPN used, meaning there's a direct IP link.

To give some background, we don't have many Norwegian players at BitStarz, maybe averaging a new depositor per day. It's important to state that to give this a bit of context.

Here, we had another Norwegian player (also not using VPN), signing into his account, and then 7 minutes later an account is created on the same IP. For me, that's just a side note as the welcome package has already been used on the IP and therefore the terms and conditions apply.

As a side note (which I don't think adds anything to be fair), the player do have another account as well, in his own name, matching DOB, etc. But no deposits have been made on it and thus it doesn't matter in regards to this case. This was opened back in February.

So to sum it up, we have the one bonus per IP/household policy which every casino online has. It doesn't matter if it's VPN or not as it also extends over shared computers, etc. We don't have many Norwegian players coming in, and when someone using the same IP without VPN comes in 7 minutes later on the same IP and opens an account, that just adds to the suspicion.

The reason we have this rule (along with all other casinos) is to safe-guard us from abusing the welcome bonus (and in this case the player also came through an affiliate that has a special 152% first deposit bonus as opposed to the standard 100%) which further adds to the suspicion that this was very much a bonus abuse motivated action.

Happy to provide any proof you require to support the above.

Olle

Dear Olle / BitStarz team,

Thank you for the provided information. Please forward me any supporting evidence of the above.

Sure thing!

Olle

Dear Olle / BitStarz team,

I have replied to your email and am now awaiting more details so that I can look into possible solutions.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

Ya'll have to forgive me as I've been on holiday.

I will pass over the info to you Michal.

Olle

Dear Olle / BitStarz team,

I'm looking forward to your email with more data.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

I've thought a lot about this and will agree to pay the player on this occasion.

Olle

Dear Olle / BitStarz team,

Thank you for your cooperation, I'm glad we were able to find a a satisfactory conclusion to this matter.

Dear krissepersilengen,

As per the response from Olle / BitStarz team, your winnings will be paid out to you. You are welcome to proceed with submitting your withdrawal request.

Please let me know once you receive your winnings and inform me if I can assist you with anything else or if we can consider your complaint resolved.

Hello, thank you very much Michal and thank you Olle. I just wonder what happend to my balance? I know I won around 125-130k nok which at the time was around 28 bch but now my balance just has 8 bch.

Hi there 🙂

My bad I believe. I checked the attempted cash out amount only.

You now have 28 BCH.

Olle

Thank you for the clarification, Olle / BitStarz team

Dear krissepersilengen,

Your balance was corrected, please let me know once you successfully withdraw the funds so that we can consider this complaint resolved. Additionally, feel free to let me know if I can assist you with anything else.

It was corrected and I have now received my withdrawal. Thank you so much for your help Michal and thank you Olle once again. I am very happy right now 😀

Just decent 🙂!

Ollie

Great news, krissepersilengen. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru