The player from Germany had turned €20 into nearly €200 but faced issues withdrawing due to repeated document verification requests. The casino confiscated the winnings, leaving only the original €20. The player's account was then locked, preventing both withdrawals and further play. We concluded that the player had violated the casino's terms by using a third party's payment method, which led to the confiscation of the winnings. Consequently, the complaint was closed.
BitStarz Casino - Player’s winnings have been confiscated.
Amount: €200
BitStarz Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I deposited funds using my credit card. I turned €20 into nearly €200. When it came time to withdraw, that’s when the problems started. They required tons of documents. Then some documents weren't good enough, and others supposedly weren't in PDF format. In the end, they confiscated my winnings and left only the original €20 because they claimed I hadn’t verified my account. I am completely locked out and can't withdraw my money (withdrawals start at €50!). I also can't play anymore. When I requested my money to be withdrawn and the account closed, they responded that I am not verified! This is incredibly frustrating!
Automatic translation:
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1 month ago
Dear montanamel,
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.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please list which documents you provided during the verification process?
- Could you please share 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
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1 month ago
Translation
Hello and thank you for the quick reply.
I have been registered with the casino for about 6 months. I have not had any problems up to now. I tried to verify my account there about 10 days ago.
All documents were complete.
Bank card, bank statement showing my address with the IBAN, photo of my ID (front and back. Bank card also on both sides of course), bank statement, telephone bill, pay slip. On Friday I noticed that all the money was gone. The employee then wrote to me that an email had been sent to me. But I hadn't received one. I earned the credit myself. So I hadn't claimed a bonus.
Would it be possible for me to get the full amount paid out?
Thanks so much
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1 month ago
Thanks for your email.
In the explanation from the casino, casino support informs you the casino's conclusion is that you used a third party's payment method for deposits.
In your initial post, you wrote:
ich habe feld mit der kreditkartw eingezahlt.
Could you please explain this discrepancy?
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1 month ago
Translation
I paid with my friend's credit card. Your details were also requested
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1 month ago
Thanks for the confirmation. According to the rules of the casino: https://www.bitstarz.com/terms
4.1.10.You are not allowed to use any payment methods that belong to a Third party or person. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
We can't assist you with the process of returning the funds to the original owner, consequently, the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
