BitStarz Casino - Player's winnings have been confiscated.

I registered in June and played using the first deposit bonus. The deposit bonus was available for up to four times, and although I couldn't win at first,

on my 4th deposit, I won $5653 and requested a withdrawal.

Following that, I was asked for KYC verification, so I submitted everything that was required. During my communication with the casino, I was told to undergo additional video verification. I adjusted my schedule and complied with the video verification, but my winnings were confiscated due to an alleged violation of the terms and conditions.

The KYC process took around two months, and I don’t find this result acceptable despite complying with all the requests. Please investigate this issue.

Dear tigaaa,

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. 

• What breach of the casino's rules were you informed about?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 
• Could you please share your communication with the casino regarding the accusations against you? 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

I was told that this violates Article 4 of the Terms of Use. I have attached the Bitstarz Terms of Use.

I played crash games and slot games.

I will send you an email. Please confirm.

Thank you very much, tigaaa, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you tigaaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi guys,

Sure, let me provide our side of the story.

Who can I send the proof to?

Olle

Dear BitStarz Casino representative, I would appreciate if you could provide the information to my email. (peter.c@casino.guru). Thank you in advance!

Replied

Hello tigaaa,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update BitStarz Casino representative. We have reviewed the information with the team and I have requested additional clarification in response to your email.

Dear tigaaa, I apologize for the delayed response, I will continue the investigation and update you about any further developments. Thank you in advance for your patience!

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 Peter,

So sorry for the slow reply 🙂 been speaking to your colleague about this case, so there's a reply coming.

Olle

Thank you for providing me with the information Olle.

Dear tigaaa, the casino has provided me with evidence of multiple accounts, I advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. 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 any issues with this or any other casino in the future.

Kind regards,

Peter